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<–Transcript of PracticeBetter.io Interview with Nathalie Garcia–>
Grayson: 00:00 All right. There we go. Welcome everyone. Welcome to today's training on how to streamline your nutrition business, and make more money in less time with Practice Better. So I'm your host today, Grayson Carter and I'm joined by Nathalie Garcia cofounder of Practice Better. How are you doing today?
Nathalie: 00:14 I'm awesome. How are you?
Grayson: 00:16 I'm doing wonderful. I'm excited to see what we can do and how we can help some practitioners run their business better today.
Nathalie: 00:22 I love it.
Grayson: 00:23 Awesome. So maybe to get us kicked off, if you could just give us a sense of like who you are and maybe what brought you to, you know, working with health practitioners and a little bit about your software.
Nathalie: 00:33 Yeah, absolutely. So as great as I mentioned, so I'm the co-founder of Practice Better before founding Practice Better. I was actually a holistic nutritionist, so I was very much in your shoes. I was a bit naive at the time. I thought, okay, I go through my training and then turn the lights on trying to slide it over and everyone was going to come in and realize really quickly that that wasn't the case and that I had to wear many hats and I had to run a business, which I was not prepared for it. So, you know, figuring out how to do the marketing, which crazes helping with and you know, what goes into running a business. I also had to be the admin person. I had to be the accountant, I had to be like the marketing expert had to wear so many hats.
Nathalie: 01:12 So what I was finding was I was essentially working for free, like, and I don't know who here can, who here can relate. I'm sure I'm more than where we want to admit, but that's a very real, , it's a very real scenario that a lot of people find themselves in when you're working in a health and wellness field that you were working for almost nothing because you'll have to do so much and you're spreading yourself so thin. So when I started seeing clients, I was realizing that even just the admin side, that side alone, okay, great, you've got the people in, but then what do you do with them once they're in? So scheduling, taking their payments, sending them their forms, following up with them. , you know, the time it took me to write recommendations or protocols for them, it was so time cons ing that it was like, this is either going to be a really expensive part time job, , or you know, I'm just gonna have to throw in the towel and do something else.
Nathalie: 02:01 So we took a look at what was out there and what was out there really wasn't suited for nutrition based professionals. It was really for like medical doctors, , with big deep pockets, which I did not have. , so we started kind of dreaming up what a platform would look like for me and for my small community here in Toronto. And somehow we got here and we started building it and building it, and then people outside of it, this small community started learning about it and we kept adding onto it. And, and the platform has evolved from there. , we weren't quite prepared for the n ber of practitioners who are dealing with the same issues. We didn't realize that it was as widespread as it really was.
Grayson: 02:42 Absolutely. No at the, uh, the, some of the issues that you were talking about. And I feel like they are a recurring theme for especially people getting into practice. It's kind of the, they ass e like, oh, I'll open open my doors and I can, I'll spend 40 hours a week seeing patients and the rest will just kind of be an afterthought. And unfortunately it seems like it almost ends up being the exact opposite. Like you end up being an admin first and first and a practitioner a second. And it's like that's not the reason anybody got into end of the business in the first place.
Nathalie: 03:09 Exactly. And so streamlining, I think regardless of what business you're in, streamlining is always the goal and you want to streamline or automate as much as possible. , it's fantastic for you in terms of a business decision. But we also have to think about what we like to think about too is what's your client experience like? Because if they're getting things at an inconsistent, ,
Nathalie: 03:30 and thank you sister and rate. So you see them today and maybe they get their recommendations four days from now or six days from now. There's like no, there's no consistency for them. So they don't know really. They don't, they don't know what to expect. So that's one of the pieces. But the other thing is is clients are coming to us because they have to, you know, they've, they've tried everything and they've had enough and now they're coming to you for the solution and you want to make it so that there are no barriers, are very low barriers for them to work with you. So you know, something as simple as putting a calendar, scheduling calendar on your website. So if they want to work with you, it's two o'clock in the morning and they say, I had my Aha moment and I just have to work with you, they can go and do that. They don't have to wait for an email two days later or go back and forth six times just to book one appointment. , or they don't have to wait, you know, for you to send the forms out. You know, let's say one day before and they didn't have time to fill it out and now they give you incomplete responses and that affects how then you get to work with these people. There's so many things that streamlining your, your, your practice we'll do that would benefit yourself, but also your clients.
Grayson: 04:31 Awesome. That's awesome. Well, I appreciate that. The intro, Nathalie, what I'd love to do is let's have the rubber hit the road. So if we can, I'd love to talk through some of the challenges and some of the more specific stuff when it comes to streamlining. So if you wouldn't mind walking us through some of the things that practice that or has to offer, I think that'd be a great, great way to make the most of our time.
Nathalie: 04:53 Yeah, absolutely. So a lot of things. One being your calendar, your schedule. So whether you're having clients book directly from your website or your budgeting, scheduling yourself, both of those can build. Both of those can happen within Practice Better. So you can have a calendar that not only allows clients to book, but then they can also pay upfront. You know, I know some of these money conversations are not always easy to have, so you can put your ice onto your service. You can actually require them to pay up front. , that also gets the client to have a bit more loud, sometimes a bit more skin in the game so that they show out there, they're committed to get these clients were coming to work with you because they're ready. , you can even just require a deposit, require billing information instead of actually collecting a payment or you can even pull out them to break that chain and up into installments.
Nathalie: 05:37 So all of these things can be done without you having to a thing. They're just automatic. They're built into your service. , the other thing is sometimes you want to collect information, right? Maybe if you're doing something like a free discovery call, maybe you have some qualifying questions that you want to ask your clients about, what their goals are, why they want to work with you, to kind of get an idea as to what you're walking into when you do that call with them. So you can add those questions, your booking process by adding a short for that gets that, collects that information. So again, that's one less thing you have to do. You don't have to send that form out to your client. It's just built into their booking process. So that's a, that's a scheduling side of things. Of course, reminders go automatically painted.
Nathalie: 06:12 It can be taken through stripe or square, which who we, uh, connect with directly or integrate with directly, , your forms. So I touched on that with the scheduling process, but you can do intake forms and we know that foreigners can get complicated, right? Because the, the questions we're asking are complicated. Sometimes we don't want to overwhelm clients with a hundred questions if only 10 of them pertained to that client. So we have things like conditional flow is built into the form. So that way as a client says, yes, I have this condition, then we can present them with a subset of questions that go along with that overwhelming the clients that don't need to be seeing these questions with questions. I just don't, , don't pertain to them. Or again, if you say, I'm male, show all of these questions or if I'm female, show all of these questions.
Nathalie: 06:51 Right? , so the forms, we also allow you to automate them. So just thinking about a form that they, oh, it's not that much work does I know a form. But it is because again, that consistency, why don't you sending out the form where you sending it out in enough time that your client can fill out the form completely and honestly, , without feeling rushed or you know, , and then you can take notes on the form. So that's the other piece is take notes so you don't lose that functionality. I'm a person who loved to write on paper it, my writing is chicken scratch. So they have the ability to actually type notes on the for s, which I'll show you later. MMM. It makes, it allows you to fall up and be engaged with your clients when you're going through these, these forms, they spent all this time completing. They say, you know, sometimes they forget some things so you can add that in as a private note. , or even in port that information right into their client file. Right. So you don't have to copy paste what they tell you into yet another area. So awesome. Yeah, there's a lot.
Grayson: 07:46 I feel like there's a, there's a lot there so I don't want to skip over it too quickly cause I feel like those are like, we can spend a lot of time doing that. Right? Like even like one form doesn't seem like that big a deal. But if you're seeing 20 patients a week, that one form now becomes like a part time job and then making sure you get it back and being able to like track all that stuff. So yeah.
Nathalie: 08:09 Have different forms for different services. Right. So, you know, I don't know about anyone else that I used to have my phone. My calendar was filled with reminders to process came in installments instead forms to check in with someone to send them a reminder email. So now automating that. So if you have, you know, your intake, , your, your initial consultation, maybe you send out these three forms automatically when they book that appointment, maybe you send out another form, two days before their followup sessions or a day after. All of it can be automated. And as you're mentioning grace and like if you have 20 clients in a week and you're sending this out for 20 clients at different intervals, it's a lot. But also if you're starting out and you have one client, you don't want to be spending three hours of work for one hour of pay, right? You'd rather send those two other hours. Wait, find your next client. Right. So yeah. So there's, so yeah, there's just anything and everything you can automate or streamline is what's going to help you move your business forward.
Grayson: 09:03 Awesome. So what I'd love to do if you're open to it, if we could actually walk through and take a look at some of these features, like what they actually look like inside Practice Better. Cause I think a lot of what stops people from using technology that would be really beneficial is it's a little intimidating, especially if you're not quite sure what to look at or it's even know what's possible. So I'd love to see if there's things you can show us inside of Practice Better. Like , you know how easy it can be that to send those forms are just, just to give us a feel of what it looks like.
Nathalie: 09:30 Absolutely. Let me share my screen with you here. Perfect. All right. We're just going to kind of, there's a lot the platform. , so they're really important thing to keep in mind when we're looking at it together is that regardless of where you are, start with what makes more sense to you and what's in save you the most amount of time and you can build on as you get more comfortable. You no automating more. Cause I know sometimes people feel uncomfortable giving up that control. So start little and then add onto it from there. So what we're looking at right now is the practitioner portal. So this is where you're going to do all the heavy lifting. This is where you're gonna set up your practice. Clients have their own portal and we can take a look at that quickly at the end where they can log in, they can see everything that you're sharing with them, they can log in to do their video conferencing calls.
Nathalie: 10:13 So telehealth sessions, , and they can see everything that you've shared with them. So just throwing you in this list and we won't go through all of these things. , but we talked about setting up services. I just want to show you what this looks like to a client. We'll walk through setting up the service, but if we just look at what it looked like to a client, , who was, who was booking a service, right? You can show your clients what they're getting for this surface. The CP, you put right on your website in a format like this or even a widget, right? They can book with you. And if you're working on multiple locations, they can choose what locations that they want to see from. All right? So if you're working, I think this is a pretty common thing where you work at a multiple locations.
Nathalie: 10:49 So now you can manage all those locations from one place. Your clients will come in and then basically register, right? So say Mary Smith and this here is a disclaimer that I included here. So if you wanted to get a signature for a client upfront before they even walk in the door, they can, I can't even spell Smith and then there's just an assigned to me. Right? So all forms, this is just one short example of a form, but all forms, it can be filled out online or signed online, right? They don't download anything printed out, fill it out, scan it back to like those days are gone. , and then if you required payment, they'll be prompted to pay here so they can, I gave the option to pay later cause I didn't feel like charging myself $250. But they would be prompted to pay here. In which case if it was required that they pay, they wouldn't be able to complete their booking until the payment was taken. So you just think that how many steps that in of itself just , just took off your plate, right?
Grayson: 11:46 Absolutely. Not having that, hey, here's my times that are available. Oh, there's not work for me. Here is like the, that volleyball of trying to just figure out a schedule like that alone could, can take hours,
Nathalie: 11:57 forget it if they need to reschedule. Right. And also too, they're there, we have packages. So if you want to bundle these services together so you can charge more for, you know, getting clients to work with you for a longer period of time where they're committing to working with you for six months or a year. You can find all those services into a package and they would gain access to all of the services included in that package. And the system's automatically going to keep track of how many have been used and how many are remaining. So you don't have to sit there and go through, okay. Mary Smith came in three times with the four sessions left, like it's all done for you. Great. Let's look at the for s because those are, those are fine. So when you come into the forms for the first time, you're going to see, it'll say just add forms in the middle of the screen. But there's this red button and wherever you see this red button throughout the platform, it just means that it's going to bring up the main actions on that page. So it's called our fast action button.
Nathalie: 12:45 And in the for s, the bottom option says create from templates. So we have templates available to you so you can use any one of these templates exactly as they are or you can modify them as much as you'd like so that we don't have to start from scratch. So I'm just gonna Click on this intake questionnaire to give you an idea as to what they could look like. , but if you want it to on the right hand side, you've got your question builders. So these are all the different types of questions you can ask and you could just literally drag and drop a question to where you want to put it.
Nathalie: 13:12 So it's so super easy to build a form and again, you're building at one time and then you're using it, you know, throughout the process of the clients during. So you build it one time. The other thing you can do with forms is you can have signatures attached. So you want them to sign a form. You can specify if it's your client, if you want to be the one to sign it yourself. So if it's more like an agreement and you're both signing, you can be the person to sign it as well, you know? Right. And he's Wendy Smith and then your signature is going to be added. Hey. , and then so you can create as many of these forms as you want. You can work from the templates, you can start from scratch
Grayson: 13:48 that there is a, the templates for just the, I think I saw it just like a general waiver. , I feel like that's one of those things where people get in and they want to do everything by the book. , but it's, it can be tough to think like, okay, do I need to go pay an attorney another thousand or $2,000 to have them write me a waiver? Like believing, seeing is it, does that make sense to see one client? So just having, and maybe you know, obviously I'm not an attorney, so I can't say whether that's accurate or not, but I have to imagine that when you're starting, you just need something basic that says, Hey, this is what you can expect. This is, this is the risk that you're taking. , let's just get something basic to agree on, on the table. And then if they want to see the practice takes off, they want to have something more custom made, they can go, you know, hire an attorney to do that later.
Nathalie: 14:30 Right? Or at least a good starting point, right? Even if you are getting turning to look at it, maybe you're coming to the table with something, you know, like, hey, you know, how does this look like, what are the modifications I need to make from here? As opposed to like you said, you know, , having the training start from scratch.
Grayson: 14:44 Love that.
Nathalie: 14:45 , and you can share your for . So if you're working on a foreign and you're like, Hey, your colleagues, you know, you want to share a form with your, you can share uniforms as well. So that way, you know, just because you spent an hour building form now that your colleague doesn't have to. So, you know, we want to, we want to make it easy for you to get started because we realize all this stuff, time is money. And we want you to be able to get going with your clients as quickly as possible. So when you start, once you've added a form, all you do is click send to client. You can send it to five clients if you wanted, or 20 clients if you wanted. And either just like stand, and this is just a manual way of sending the form or what we were talking about earlier is automation.
Nathalie: 15:21 So under my practice, uh, automation, this is where you can start automating some of these workflows, right? So you click on the red button again, as we said that it's our go to button. We can do things like send forms after booking is confirmed. So if I say, this is my initial consult forms, right? I can't type. Many people are watching, sorry. , and let's say, all right, this is going to be triggered by my initial consultation. It's going to go out immediately and they're going to fill out the intake questionnaire. , disclaimer and goal setting worksheet and create. And it's done. And you can do this for as many forms as you want, right? Again, if you have your followup forms, maybe your follow up consultations, this is a 30 minute to 60 minute, maybe I want to send out this progress worksheet, but maybe you don't want to send it out right away.
Nathalie: 16:08 You want to send it out two days before the session or three days before the session. So they've had time to work on whatever it is you gave them to work on for the next week or two, right? And then it's done and your for s are set and you don't have to worry about them. So the automations are really a big piece of, you know, making your practice more efficient. You can share doc ents with your clients. So there's so many different ways to share doc ents with clients or, or content with clients and instead of having to send these things via email where then your clients are digging through emails there, it's trying to find information that you should, that you've shared with them. , sometimes there's just not opening the emails at all so they're not actually following through with the recommendations that you've made for them.
Nathalie: 16:45 We allow you to do all this stuff in the platform. So things like sharing recommendations with clients, we call these protocols. So protocols you can create templates. So as you start to niche and you start to work with the same sort of clients over and over again, you're going to see a lot of repetition in your practice. And instead of, you know, writing those recommendations from scratch, we have a place where you can create templates for them. So if we look at this getting started template, we break these down into food, , food recommendations, Supplement recommendations, and lifestyle recommendations. So you can say this is getting started. So everyone who comes for the initial consultation, we'll get some sort of variation of this protocol, right? They're going to do it for two weeks. Here's an image of a healthy plate. You know, a balanced plate.
Nathalie: 17:28 I want them to eat more leafy green. I can specify what kinds of leafy Greens and give them an explanation because I don't know about you guys, but I used to have clients leave with a, with a stack of papers and they never read it, right? And if they don't read it, they don't get the results. And if they don't get the result, they don't come back because it's a reflection of me, even though it's because they didn't follow through. So again, the idea is make it as easy as possible for your clients. Put everything in a one place that's nicely organized and very clear for them. So they're not saying, I don't remember why I didn't leave and so I'm not going to eat them or I don't remember why you said take the supplement if you're working with supplements. So I'm not going to take it.
Nathalie: 18:03 Right. So you can break down the foods. I'm down to foods to include foods to reduce foods to exclude. We actually integrate with fullscript. So if you're not familiar with fullscript is an online dispensary first for supplements. And so it's fantastic. We love it. So if you're in the states or Canada, definitely check them out. But we can add something, uh, supplements directly from their catalog. So I can come in here and search all a full scripts catalog to make a recommendation for my clients. So if I want to say Ken pro, uh, the, this fee here, I can use the recommended a recommendation. So the supplier's recommendations and then I can tell my point. Actually I want you to take two of these once with breakfast and once with dinner and you can remind them of why they're taking this. Omega is general health.
Nathalie: 18:49 So again, the more information you can give your clients, the better. , but remember you're thinking kids is a lot of information, but we don't want you to do things multiple times to do this one time and then you save the recommendation so you don't have to do it again. So you can save the whole protocol. So that way you can raise the whole protocol and tweak it for clients. Or you just say he didn't save the individual recommendation. So that way you can build protocols from your safe recommendations. So I just want to show you what this looks like to a client.
Grayson: 19:17 I think that's so valuable. Like, I can't tell you how many times I've spoken with like one of my clients and they're just like, ah, if I have to explain the difference between a carb and a fat and into Calgary at like the, they just feel like broken record sometimes going over the same material. So just being able to have that load up and say, Hey, I'm so glad you asked about that. I'm sending it to you right now. And be able to get that in their hands without having to just constantly be reiterate themselves.
Nathalie: 19:41 Well, that's just the clients are coming to us. Oftentimes a very basic, and it's not a bad thing, but a very basic knowledge of health and nutrition, right? It's very different from what they would be hearing from a lot of their, their, their medical doctors. Right? So we do have to start from the foundational pieces and so there's going to be in a lot of overlap. But again, streamlining. If you can say, here's how I'm going to send you this right now, and you have it ready, you're stating herself so much time and then you can focus on actually, you know, focusing on the things that are very unique to that client or patient as opposed to wasting your time just talking about why they need to drink water. So here's an example of what a protocol actually looks like to your client. They can download it if they their type of person who wants to print it out and stick it on their fridge or stick it in her purse.
Nathalie: 20:28 , but all this is also available from a mobile APP. So they see the food recommendations, what to eat, why, what not to eat and why. Lifestyle recommendations that you can include supporting doc ents. So this happens to be a meal plan. So if you want to add a meal plan to your protocols, you don't have to keep sending that doc ent over and over again. You can go ahead and do that again, they print this out if they wanted. And then supplement. So we talked about the supplements and supplements are confusing for clients. If you're working with sacraments, you'll, you'll understand this. So we also generate automatically a table for your clients. So it's very clear to them how, when, why they're taking each step that makes it much, much easier to keep track of the different supplements. That's awesome. I like that. Yeah. So there's a lot that we can j p into, but if we just look at, , I just wanted to give you a kind of an overview of what you can do with your clients and individual clients as you add them to this system.
Nathalie: 21:19 So every client has their own record, right? So you can either serve some from this dropdown or click on the little magnifying glass in the top right corner and everything you're going to see in that client's file. Everything you see on the left hand side for teens to this point. So this is all about Mary's. And so I can go in and see her bookings. Oh, she's at a video session coming up on May 30th. So if today were May 30th, I can just click start session. And would take me right into that video session. , I can go and see what's outstanding in terms of your payments or invoice for again, I can see her basic information, basic information and medical history and Diet and lifestyle information. If you collected this in a form, you can actually import all of this information here so you wouldn't have to rewrite it.
Nathalie: 21:59 So the idea of having these infer, these sections populated is still that way you don't have to go digging through those for s when you want to find some information on Mary Smith quickly, like why she's coming in or what, you know, what medication she's on or that sort of thing. So you can pull this information in directly from a form that she filled out so you don't have to Redo the work chart notes. You can do all of your charting here. So everything is in chronological order. So if you want it to go through with you could, you can also collapse things if you wanted, if you didn't want to see all of the notes. So when you want to add a new chart note again, like the protocol templates, we want you to have a framework for your sessions as well if you want to use them.
Nathalie: 22:35 So you can create note templates so you can have different templates for each one of your sessions. So that way you're just feeling in the responses as opposed to retyping in all the questions or you don't have to worry about missing something in your session. Right? So if we look at like initial consult chart here, any information you're gonna see, oh, it says Mary Smith. That's because in my template I put placeholders. So placeholders will actually pull in information from her chart if it's available, like her name, her date of birth for your sleep patterns, additional notes. , if there was anything like, you know, uh, medical history, family history, you could pull all that stuff into the chart, note in the chart, note yourself so you're not having to, again, tie that information out over and over again.
Nathalie: 23:21 So we have no templates that you can start with, create, , you know, or create them from scratch. And then again, each section in a note template can either be private or shared with a client. So you can share some of it. You're using soap notes and you just want to share the key part, the plan part. You could, you could share just that specific section with your clients and keep everything else private. , this brings us back to forms so you can come in and see what your clients told you, what they filled out. It's so click on annotate. So when you're looking at
Nathalie: 23:48 when your client, nurse Smith is coming in for her session today or tomorrow or whenever it is, you like to prepare for that session, you can go into her, into her file and just go start working through like, hey, did you pay for bills? Right? If it's automated then you don't have to worry about that. Did she fill out performs? You'll see it's something outstanding. So this one here is not started. Oh, okay. She's coming in shortly but center a little reminder, right? Or she did complete it. You can click on annotate and go ahead and review the form and review what she told you. So that way you maybe have a good headstart where you can do this together with her. Right. And as I mentioned, you can take notes here, so, okay. Yeah. So I mean, we can go on and on. I mean, there's a lot of stuff that you can do. I don't want to overwhelm you with all this right now. , but you know, the idea is that you understand what you, what you can automate, what you can streamline, , because it really is like, you know, you can, the idea is that,
Grayson: 24:45 how do I say
Nathalie: 24:45 it's, we need to be able to go and find these clients, but you also need to know what to do with them once you have that. Right. Because one without the other, it's always going to be that way. You can, you know, it's like I can streamline everything, but if I don't have the clients, like, you know, this is why we need Grayson. Right. We get to help you find the clients. MMM. And how to talk to your clients, but then what do you do with them once, once you've sold them, what do you do with them once that they've committed to working with you? How do you manage that so you can keep going out and finding the next one's right or you can even just improve the experience for those clients that you are working with. If you're like, Hey, I'm happy. This is, this is, you know, I mean a happy place, then you can still just work on improving that client experience. So just to show you grace and if you're okay with it, are you cool if we go into the client portal?
Grayson: 25:28 Absolutely. Actually maybe before we head over there, I definitely wanna take a look at that. , but there's, there's two more things that that came up or they come up a lot with my clients and I think that's a huge help. , if we can take a look at like the billing and the payments. I think when people get started, , well actually I shouldn't even say when people get start, I think everybody has, ah, at some point run into challenges of like, how do I ask for money? , how do I make it easy for people to pay me because it happens in a, in a business until you get paid to do your work. So I think making that as easy and as frictionless as possible, uh, to make it easy for people to pay you is, is critical. , take a look at that and maybe, , uh, if we could talk about like what platforms and integrates with, I know, uh, , I know you integrate with stripe, which is what I use and I have, I love it. So if there's anything else we should be looking at, that'd be great.
Nathalie: 26:18 Yeah, so they're pretty comparable. I have more experience with stripe and square. It's great if you want to use a reader, which we don't get integrate with, but we will in the near future we'll integrate with the reader for the APP. , but yeah, so we can, the strikes were comparable in terms of fees. , the is the same. You, you're going to just go to this little gear in the top right corner and go to third party integration and you're literally going to type in your and Venice. It's really simple to do. , we're Mary Smith's file right now. So let's keep working with Mary Smith. So if I want it to start or create a new invoice worker, let's say, because she didn't go through an automated, , she didn't have to pay at the time of looking, right? So I want to manually invoice, I click on this red button in the bottom right corner and I then create an invoice from scratch where there's gonna be no line items, no information in there or I can actually start when from a booking. So if you've already scheduled for a, for an appointment or a package, I can actually invoiced for it from there. So if I want to invoice her for this May 30th follow consultation information for that consultation is already going to be here. So I, all I have to do is got a couple of options. If she's in front of me and wants to process payment right here, right now I can click on process.
Nathalie: 27:31 Sorry. If you want it to make a discount or something, you could do that too. You want to give her a 10% discount because your neck. Yeah. , so okay. We can process the payment ourselves. Okay. So here just kind of like you're from his story and just hey Mary, like here's your invoice details hanging out and either and either you know, you ask her to put her credit card details in or you ask her for her credit card details, cash and check if you send it, if you send her an invoice will not, or bank transfer. Like these options are not going to be there for her. It's only because this is in Europe. So you wanted her to give you cash, you could do that. And Eric put her credit card details in and submit, I'm going to say cash and they don't want to talk to myself and just like that the payments confirmed and the invoice has been sent to her or the receipt has been sent to her.
Grayson: 28:13 Perfect. So in that case, if we were, if we had our console over an initial consult over the phone and she's like, Yup, I want to get signed up for a program or a package and we got the credit card details, we could just plug it in biller and then get her into
Nathalie: 28:26 uh, whatever program that she had signed up for. Yeah. , that's a little bit of like a practice that are hack is what I would call it. I would set up your package or your program with the installment payments. If there are installment payments that you want to do, I would set that up in the actual surface itself. So if you go to my services, well they want to sell this healthy me program to her. Yup. Actually click on the three dots and say share link and I'm going to go through the process like I'm with a client, things there'll be on the phone with her and you can say, all right, let's say there's a service, whether you want to book it now with her or not. You can say book now or you can just say book later and then just go through. Okay, so I'm on the phone. Mary Smith. Great Mary. Awesome. Write that down. The disclaimer part wouldn't be applicable. A bad example because of that. But then I say, Okay Mary, do you want a painful or do you want a painting? The three installments. So I'll take $1,500 right now and then you'll have two installments remaining. Right? So she can choose and you would just take her credit card information and put it in for her. And then this would is she chose the second option where she's paying in installments. It would trigger those installments so you wouldn't have to set it up again.
Grayson: 29:37 That's great. Not Having to remember to go back in there.
Nathalie: 29:39 Exactly. Billing. That's exactly,
Grayson: 29:42 that's a huge time saver.
Nathalie: 29:43 So otherwise you could do it from invoices, but then you would have to set up those, those installments that you've already set up a second time. So if we go back to Mary Smith, the other option is you can actually send her an invoice. So if you're in bookings in packages, mmm. Let's actually go back to the island and sent her an invoice for a package here. I can literally just click send and she's going to get the email with a $900 balance and she'll, she'll put her credit card details in and pay directly there and then she'll get the receipt automatically.
Nathalie: 30:16 There's a lot of different ways you can take payment. , also we have the option, , if you, if any, if any of your community members are still do maybe insurance, you could also use the insurance options. So we have a super bills and CMS 1500 forms available. So if you did want to do a super bill for this follow up consultation, you'd go to the booking itself, click on the three dots next to it and just say create super bill. Yeah. You feeling me? Information required. Some of it will be pulled in from the client's file and then you would just say, let's just say save and preview and your client would receive something like this so it can be done and just, you know, seconds. So billing doesn't have to be such a headache or like insurance building doesn't have to be such a headache anymore. Yeah.
Grayson: 31:01 Great. One more thing I'd love to take a look at. I know we're going to look at the, at the customer, , sort of like from the customer side, how do we set up like programs or packages? , is there a way that we can, let's say we had an eight week program and we want it to be able to drip out content or materials to our clients over that time. How is that? Is that doable?
Nathalie: 31:22 Yeah, absolutely. So under my practice, you're going to go to my program. And so here you've got two options. You can set up your, your programs either as a fixed date program where it's fixed eight programs. I was like, you're, you're going to be launching it, right? Everyone's going to go through it together. It starts on May 30th and ends on, I dunno, right in July 15. Right? So everyone's going through it together. , in the plus line we have evergreen programs so that people can go through them individually. They can, so long as they have the link to register, if they can go through it. And instead of content being delivered, like in the fixed date program where maybe module one is littered on the first at 9:00 AM module two's delivered on me for that 2:00 PM right. Instead of I'm calendar date that specific times the content and an evergreen program is delivered based on time lapse.
Nathalie: 32:05 So module one might be delivered five minutes after you enroll. Module two might be delivered six days after you enroll. And so and so goes the intervals. So people can be enrolling in programs like evergreen programs at anytime throughout the year. It doesn't require, , you know, to be running through it as a group. They're doing it solo. So to set these up, you just click on the red button in the bottom right hand corner and you choose what program you want to build. Trying to look at managing this, uh, this real food reset program. So under edit first you'd give a title, give it a description. Kind of like if you were setting up a service where a package, your start date, start time and date, you can max how many people can enroll into the program. Or you can have an unlimited n ber. You can set up payment option.
Nathalie: 32:49 So if you want them to pay at the time of registration like we did with a surface or the package, they have those same options here. So you can, they required to pay at looking and then they would have to pay the thousand dollars up front or you could break it up into installments and then cons ed by nice little welcome email when they register a, Hey, welcome to my program. This is, you know, during the six weeks we're going to be learning about x, Y, Z, right? Trying to get them excited about the program and then the modules themselves are pretty easy to set up. So again, that red button to add a module. So if we look at week one for example, you can break them down into different weeks if you wanted to. You can decide when the contents being delivered. Again, this is a fixed date program, so it's based on calendar days, right?
Nathalie: 33:32 If I wanted this one to go out on the 18th at 9:00 AM I can send them a welcome email. So they're going to get an email welcoming them to module one or whenever you want to call it, let them know maybe what you're focusing on this week. Again, getting them excited. And the content itself, you can play around with the formatting, can add images, you can embed video, you can add, , you know, images right to the content. Or you can actually attach images or attach audio files, video files as opposed to embedding them attach meal plans. So it's really easy to build this out. And then the other really cool thing is with programs is again, we want our clients to stay on track, right? So putting them through a program is not enough. You want to give them some incentives, do you want to give them things to do so that way you can track how they're, how they're going, right?
Nathalie: 34:19 So you can assign tasks and forms or worksheets to each different module. So maybe in module one you want them to plan their meals for the week or you want them to fill out this goal setting worksheet or whatever the case might be. You can give them tasks so they can check them off and say they're completed. So you can go in and see how they're doing, if they're falling behind or if they're staying on track, which is also especially helpful if you want to work with these clients one on one, maybe you're offering one on one support, you have some sort of program that's affordable and low entry point, but then you're selling one on one sessions on top of that. Right. It helps you coach them better. It helps you work with them and help them meet those goals a bit better. When you can see how they're moving along in the program.
Grayson: 35:02 That's great. Great way to be able to track their progress and see if people are getting stuck or
Nathalie: 35:07 okay,
Grayson: 35:08 uh, if there's places more, maybe we need to elaborate, adding more content, that sort of thing.
Nathalie: 35:11 That's exactly, I'll show you what it looks like on the client side when we go there. , and then also to, you know, we love, we love what we do. We love continuing to, well, you know, we love being able to continue to work on the platform and evolve, , you know, Practice Better and we get a lot of really awesome feedback from our users, which we take very seriously. And the implement all a lot of the feedback we get. So actually right now there's a chat in the platform but it's one on one so you can go ahead and chat with individual clients. And so you don't have to have those conversations, you know, in chat message, like it's social media chat messengers or in text or phone tag or emails, right? So everything can be done here, but in the next few weeks we're actually launching a group chat functionality as well and a bit more of a for so that way you can either be interacting with all of your clients or subsets of your clients. So you can have maybe everyone that's going through the real food reset have a specific chat and people going through the program, they have their own specific chat. Just to kind of help, help you create more of like a community environment without having to do those things offline because a lot of these chats and conversations are happening and things like Facebook and I know we've got a lot of practitioners and say we're not comfortable using those. So uh, we're actually launching this in the next few weeks.
Grayson: 36:25 That's great. Yeah. Having that option. So it communicate and I ass e the client is able to log into their APP and have all those communications stored
Nathalie: 36:32 there.
Grayson: 36:33 Exactly. Which probably makes it so much easier than trying to go to Facebook to get information. Email, like
Nathalie: 36:38 trying to pull it from multiple sources. Yeah, exactly. And like you said, the client doesn't have to go to so many places. Like I said in the beginning, we need to think about the client experience. Right. That's such a big piece. All right. Is there anything else you want to check out on the side?
Grayson: 36:53 That was it. We talked about the scheduling, the program's accepting payments. I think those are like those are always hot buttons that seem to be coming up with my clients and people in the industry. So take a look at those. So yeah, whatever else you got or anything that you're excited to go off, I would love to see it.
Nathalie: 37:11 Yeah, so much we could go into, to be honest with you, we just recently added tags, which is really cool. I won't get into all the nitty gritty, but you can, you can now attack your different groups, which is going to go hand in hand with this group functionality that we're adding, which is also included with the group chat. So these tags can automatically be added as part of the automations as well. So someone signed up for a certain service or package or program, you can add a certain tag. So , yeah, really stoked about all this stuff. All right. I hope you guys aren't being like why did you decide about tags? But
Grayson: 37:45 I like the, I use tags all the time.
Nathalie: 37:48 I know. Yeah. But once you guys start, you know, he decided to play around with the platform and you start using tags, they're gonna be like, oh my gosh, they asked to make a lot of sense. Especially when it's a group. What we're looking at right now is the client for them. Okay, so let's, where your clients are logging in. Keep in mind everything that we saw both on the practitioner side and client side, everything's available from the mobile app. Okay. So we've got a mobile APP for android devices and Ios, uh, apple. So everything's accessible on the mobile device, including their programs. So this person, Mary Smith, happens to be enrolled in this real food reset program. So it's at the top of her page. She can come in and click on it and she's going to see an overview of what's included in this program. So she thought, oh there's, I mean I made it week one, week two weeks three. But she will see the different modules on the left hand side if they're locked or unlocked. And she can see the, the, the descriptions for each module as well. So this is week one,
Grayson: 38:36 which we looked at briefly at on the practitioner side when we were setting it up or I'm showing you how to set it up, so, oh, okay. They're reading through
Nathalie: 38:44 again. Oh you added, we added a meal plan, so this is their pdf meal plan. I was just attached that they can literally just scroll through it, downloaded and printed if they want it to, and then their tasks that we assigned to them for this module are at the bottom of that so they can mark them as completed. So you can see that on the progress side. And if their worksheets, they can complete those worksheets as well.
Grayson: 39:03 I love that one screen back or you could see the different modules and see which ones are locked. I think that does a lot for retention because when people can see, oh there's, there's a lot of material waiting for me, it's, I think it's natural that maybe sometimes we start something and then we'll hit a little rocky spot and people start questioning like, oh, is this for me? But knowing like there's more things to come that are going to address these and so just knowing, hey, there's more resources coming. I just need to stick with this. I think that a lot to help that person realize like, okay, I am in the right place. I just need to give it some more time. And being able to see that there's more to come [inaudible] is a great way to do that.
Nathalie: 39:39 I agree. I absolutely agree. Because yeah, we were thinking what, how does what I'm working on right now, how does that contribute to the big picture and then when they can see that you see the same big picture. Yeah, that's really, really helpful for them. Helps give them a lot of, gives them another sense of trust. They can trust you that you know what you're talking about. Yup. Protocols that they have. Protocols that have the most recent protocol that's been published for them is going to be up here. So again, this looks exactly the same as what we saw in the practitioner side. Recommendation and supplements submit chart. If you're using fullscript, they can go right into ordering the fullscript supplements. I clicking settlements here. They also would have received an email from fullscript directly to order the supplements. So the really great thing that he didn't mention when we talked about using supplements from the bolster catalog is that you don't then have to go and duplicate that work into fullscript. It's done one time. And when you publish your protocol, Practice Better generates a full script side of things. So you could log into fullscript and see all the same exact stuff, make recommendations there.
Nathalie: 40:40 So you don't even have to, I mean you can still log into those for it, but you don't have to and you can also pull in templates that you use and fullscript into Practice Better. , if you don't use supplements, you just don't even make any settlement recommendations. The whole section's going to be omitted from the protocols or if you use your own supplements, you can actually add those to the database as well. So you don't have to use fullscript. , I not supplements that forms that are waiting to be completed, they'll just see them here. These ones they can actually fill out right from their inbox. So sometimes you want clients to fill out forms before you decide you want to give them access to the platform, right? Especially if you're doing like a free discovery call, maybe you say, I'm going to only give paying clients access to the platform. , so you can still get clients to fill out forms, pay invoices, , you know, complete to do like tasks. , and a couple other things without actually gaining access to the platform. They can do these things from their inboxes.
Nathalie: 41:29 So that's helpful. , we really want, again, make the experience for the clients as positive as possible. We want to equip them with all the tools that they need to be successful. So the majority of those tools is just giving you the ability to easily share these things in an organized fashion. But we also have accountability tools like food and mood journals and lifestyle journals. So if we look at this mood, a food and mood journal, so do a day that has some content in it. Okay. So they can tell you like they can search a database and think they had a banana so they can either search common foods, they're branded foods. If there was anything branded about bananas, , I'll just say one banana, medi sized spin, Anna and great. So now your client can get all the macronutrient breakdown or details about this banana as well as the macho latte that they had.
Nathalie: 42:17 You can comment on those journal entries. So if you want to say, you know, is this all you have for breakfast? And you can say, actually I also had a piece of, I don't know actually I also had a handful of almonds or something like that. But you can, you can keep your clients further accountable by getting them, you know, comments or leading for them comments or asking them questions on their journal entries or you don't have to, if you see like here for lunch, if you don't initiate the comments, they don't have an option to comment. So if you don't, if you want to keep that for a specific tier of clients, what clients are paying extra to get that, you know, , direct and personal feedback, you can absolutely do that. They're not going to know anything's missing. They can use, , so they can use a nutritional database to tell you what they ate.
Nathalie: 42:57 They can just type out what they ate in their own words so they can say, I'm out of freeform entry. So I can say, you know, one apple and two tablespoons of almond butter. Right. So they don't want to track their net macronutrients. They don't have to if they want to, they can still try to pull some of that information out from the get nutrients option things still. Yeah, it's pretty cool. , of course the most accurate one is going to be like searching one apple in, searching the almond butter separately and then they can also upload an image or if they're on their phone, they can just take a photo of whatever they're eating, , and share it with their practitioner before sharing it to Instagram or on the APP itself. They can also use the barcode scanner so they don't have to search the database by typing it in the search, a database with a bar code and they can tell you how they felt before they ate, how they felt after they ate, where they ate.
Nathalie: 43:50 So that information, regardless of what you choose to do with it, whether you just want to leave it there and maybe you review it as needed when a client comes in and says, oh, I've been really feeling cr my lately. And then you say, okay, let's pull up your, uh, your, your food and mood journal and take a look at it together. Uh, or if you're looking at it on a regular basis, I mean, it really helps the client regardless, make, start making the connections between what they're doing and what they're eating and how they're feeling. Right? So it allows them to start making some of those connections even before you start giving them that feedback.
Nathalie: 44:24 Yeah. So I mean, otherwise, in the platform, on the client side, they really have access to what they need. We don't, we try to overwhelm them. If you don't have any programs going, they're not going to see the programs tab. If you don't have any, , session notes, they're not going to see session notes who did share session notes with them. They could come in and see the sections that you did share. Not Very extensive, extensive plan here, but if you didn't have protocols, they won't see this tab. So a lot of this stuff really, that shows that really depends on what it is you're doing with your clients and what you're sharing with them. But we make it pretty straightforward for them. So they only come in and see what they need to see. , and then they can just launch, you know, video sessions here.
Nathalie: 45:00 So they have a video session with you. It's going to sit here and tell them that they're waiting for you to initiate the call. And after about 10 seconds, they're gonna have the opportunity to ping you if you haven't started the call yet so they can let you know. They're sitting there waiting so you don't have to sit there and, and wait for them to come or to to join. The call. That's cool. Yeah. I think overall, I think in a nutshell, that's most of the platform. , again, there's definitely more intricacies that you can get into. There's other things you can do as you start to use the system a little bit more. MMM. But I think that's a pretty good overview of as some of the stuff that you can do and how you might be able to streamline some of your work so that way you can get more efficient and, and also help support your clients a bit more with that. With that, without that efficiency.
Grayson: 45:43 Yeah. This has been awesome. Nathalie, I really appreciate you getting on here and showing us all this. My client had been raving about your platform and so, , uh, it was definitely on, on my to do list to get you on here to be able to, to see like what they're seeing and understand some of the benefits they've been getting from being able to use these tools. , I know we talked a little bit like how can we, you know, what bonuses could we give to somebody, , if they want to try this out or if they're interested in, you know, getting signed up, uh, in Practice Better. You know, is there anything that we can do for them?
Nathalie: 46:13 Yeah, I mean we love, I love the work that you're doing, grace and I think this, this community of health and wellness professionals, dieticians, we really need people like you to, to help us with the business side of things. So we also want to support what you're doing. , so Chris and I discussed this and we're going to just actually give everyone a free month to try it out to try out our paid plans. So we're, they use the promo code Carter and all caps. , so you can go in and play around with it yourself and kind of get a feel for, , justice worked for your workflow and take a look at it on the client side as well and get a feel for how it might help your clients. , so that way you don't have to make any sort of investment. You can go ahead and play around with it and see if it works for you and if it'll save you some time.
Grayson: 46:57 I really appreciate that Nathalie. So if they get signed up, uh, using Promo Code Carter, I just, my last name in all caps, they'll get a month free. , I wanted to add something as an additional bonus to sweeten the deal just because I'm so convinced that this'll be a game changer for so many people. , taking a little bit of what I do is helping, uh, you know, teach practitioners how to integrate their marketing with their practice so they can have a real clear understanding of what's actually generating a client. So as a bonus for anybody that get signed up with a net promo code, uh, I'm going to give them a, uh, my conversion tracking a mini class. And basically I'll go in, I'll show you how we use Practice Better. This is exactly what I do with my clients. , how we use Practice Better to be able to track what is actually generating the clients coming in.
Grayson: 47:40 So we'll be able to see if we're running Facebook ads or Google ad words or any other sort of like hate advertising, you know, what is actually generating calls into our calendar. , and so that gives us, uh, and sort of like flying an airplane. If we have no instr ents and no data, it's going to be pretty tough to make sure that we don't hit the ground or run into something. , but with the rights. Uh, but once we get to set up and it's, it's uh, uh, it gives us a real clear understanding of, okay, what's ads? Which platforms, you know, where are we spending money and what's actually generating those calls on the, on the calendar. So I'm going to add that as a bonus for anybody that gets signed up and using Promo Code Carter and we'll show you how to get all that integrated with your marketing using Practice Better and how you can start benefiting from it.
Nathalie: 48:22 All right,
Grayson: 48:23 well, Nathalie, I really appreciate being here today. Anything else you wanted to leave us with or anything you're excited that we should be keeping an eye out for? I don't want to ask you to reveal any, uh, any surprises that you have coming up. But if you have anything, uh, uh, we'd be totally open to hearing that.
Nathalie: 48:36 Yeah, we've got lots of really awesome stuff coming out. So right now we're a team is working really hard on group stuff. So that group chat we talked about even more flexibility in terms of , how you can run groups in Practice Better within programs outside programs are working on is doing integrations. They've built the link, those doing accounts straight too. , your Practice Better account or get a hit like a mind mmm. Account through zoom at like a really crazy discounted rate. , we're working on teams because we want to practice, we want to support our practice nurse throughout their journeys and building and practices and what we're really excited, we've been seeing a lot of practitioners starting to Practice Better on smaller plants and growing and now growing teams. So we're launching team plans a little bit later this s mer. So you can actually collaborate together, uh, run programs together, happy.
Nathalie: 49:19 You know, if you have a small clinic or whatnot, you'll be able to manage all of that in one place with the, yeah. So those are the, the two huge things that are coming. But if you know, if anyone, if anyone on here already uses this Practice Better, you know that we are always adding in new features. Most vax there are small little features that were sneaking in here and there. , just because you guys are really awesome with your feedback. , and, and we love, love, love that feedback. So if you guys use a platform, whether it's telling us that hey, we love it or hey, I hate it, give us that feedback. It's invaluable. So yeah, just drop us a line, send us an email to help at practice. Better to, I'll let us know what you're liking, what you love to see in the platform. We are always thankful for all the feedback we can get.
Grayson: 50:00 That's great. I've been super impressed with the responsive support as well. Cause there's a few times I email just asking questions about general stuff and I always got a response back very quickly. So, , uh, I appreciate you guys being so on it and you really are doing great things for the industry. , so everybody that's watching this go get signed up and get a free month using Promo Code. Carter. Uh, Nathalie, I really appreciate you being here today. This is super, super helpful and I can't wait to see more people using this and getting the benefits from it. Absolutely. Anytime. Anytime. All right, well thanks so much again and we'll talk to you soon. Alright, bye. Bye.