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Saul Marquez:
Hey, what’s going on Outcomes Rocket Nation? Welcome back to today’s podcast. Today I have a treat for you. His name is Dr. Noel Liu. He is a graduate of the New York University College of Dentistry, highly skilled and compassionate general dentist, and co-founder of Secure Dental. With multiple locations and many years in the field, Dr. Liu has established a reputation as a trusted and knowledgeable dental professional, but also an entrepreneur. In addition to his dental practices, Dr. Liu is also very passionate about mentoring and guiding his associate doctors in really transforming their lives and their practices, and he does so with his other company called DentVia. And so, we’re going to be digging into both of those things here today. Dr. Liu, welcome to the podcast, and thank you for joining me.
Noel Liu:
Hey, thanks a lot, Saul. Thanks for having me here.
Saul Marquez:
It’s a pleasure, it’s a pleasure. You know, let’s really talk about why healthcare, what got you into healthcare and dentistry?
Noel Liu:
Oh, that’s a great question. My dad is a dentist, and he was from back home, and he wanted one of his siblings to be a dentist. So we have four two sisters and one brother, and none of them wanted to be a dentist. So I was the only guy. So I chose, I was like, you know what, Dad? I’m going to follow your footsteps.
Saul Marquez:
That’s nice.
Noel Liu:
And it was like, out of like, a little bit pressure, but not something that I really wanted to do at that time. But I think I found my niche now in this field, and for me, it’s all about, if you want to get in a medical field like healthcare, like dentistry or medicine, it’s got to be about people. And that is where I found my niche that, how do you help and serve people so that you they can help serve your purpose and your goal?
Saul Marquez:
That’s awesome. I love that, and so true, right? If we’re thinking about others first, we’re able to do more. I’m fascinated by oral health and specifically how it relates to overall health. There’s so many connections, so many ties from periodontal disease to heart disease to mental health issues. Part of what I want in our discussion is maybe to unfold some of that. But let’s talk about the things that you’re doing, Dr. Liu, how are you in the business adding value to the healthcare ecosystem?
Noel Liu:
Yeah, Saul, it’s like many of our dental colleagues, I was just stressed out one day, just sitting in the office, and the phone rings where my manager was like, hey, we have the team members. They are really stressed out just because of the fact that a month prior to that we lost a few other A-players, our staff members, and this is right after COVID, and we were just trying to figure out what to do, and my mind was just boggling. At that time, we were about ten locations, me and my wife there, we just wanted to try to see if we can sustain something, because the entire time what we were doing was we were the other way around. We were business first, people second, and I think that was not a very good strategy because we really hit rock bottom at that time. And I met this gentleman, Brett, he is, he’s one of the guys who runs operations for Jay Abraham at one of the mastermind events, and Brett and I now we became partners. Brett is a guy who actually does all the VA out down in Philippines, and I just approached him. I was like, hey man, I need this help with team members. And Brett was like, we don’t do dentists, we do just do general VA for Jay, and then, me and him, we sit down, we try to come up with a plan, and long story short, we became partners along with another gentleman who is now our business operations director. So him, David Ortiz, David Brett, and I, so we co-founded DentVia. And being part of the, being a dentist myself, I understand all the painstaking concerns that somebody may have because our organization was at stake. Again, we made sure that everything down there in Philippines was secure. They actually worked out of a building, all the IT stuff, everything, making sure the patient, HIPAA, everything we were compliant with. That was one of my biggest concerns for myself. I made sure, like all this thing was done before we actually onboarded them to Secure Dental. And this is one of those things where it has helped us unleash to take care of our teams better, so now we have like systems in place for our teams, more rewards. And basically, we just sit down with them, and we talk about personal, professional financial goals. So it gives them a better quality of life by taking away the trivial stuff, right? So that’s where the healthcare, that’s where we added to towards the healthcare sector.
Saul Marquez:
That’s fantastic. And look, a lot of us entrepreneurs will run into issues with the operations. You’re working in the business, not on the business. Have you found a way to duplicate yourself, to create those processes that are going to help you run more efficiently?
Noel Liu:
That’s, those, absolutely, that’s one of those biggest concerns and questions everybody had, is how do I take and how do I delegate? Because a lot of times people would have mastered something, but then when you ask them, have you trained anybody else to do the same thing? And most of the times, it’s like a blank answer. And I think for me, it’s how do I train and how do I make three of myself or four of myself, right? So I can delegate, and I can step out and do something bigger for the whole team to make the pie, bigger for our team members.
Saul Marquez:
Yeah, and that’s what it’s about. And so you have this niche now where you’re helping dentists really scale their practice, and you’re doing it in a cost-efficient way, but that also creates opportunities for the entire team. Talk to us about how you believe what you’re doing is improving outcomes and making business better.
Noel Liu:
We, like our whole idea was formed and based out of necessity for our organization. When we started, we did it for ourselves. So then we started, our next step was our associate doctors that I helped personally mentor and train them to be super GPs, now they were transitioning to their own offices. So they were like, Hey, Doctor Liu, can you help me out with some insurance verification and eligibility? I just wanted to keep it the same way. Then we started providing service for them. And then after that, then sooner or later, we found out that we started getting more calls coming in, because those guys were telling their friends and family who were in the dental field. That’s how we started growing, and we started adding more value to those guys and adding more team. And the best part about us all is, I want to make sure that I’m controlling the QC and I’m controlling the scripting, because all the dental terms with the insurance companies, we want to make sure like the team is operating at full efficiency. So being a dentist myself, I think that’s a huge plus.
Saul Marquez:
Oh, huge. Because you’ve been there, done that, you know the pain, you know the opportunity, and I think that’s fantastic. That’s super fantastic, Noel. And so what about setbacks? You know, like you’ve been building these businesses, what’s a key setback that you’ve dealt with that was a struggle, but you learn from it and has made you better?
Noel Liu:
Like any business and any entrepreneur, they’ll tell you like, it’s an emotional roller coaster, right? It’s more about the psychological aspect. And that’s where we’ve been having all the setbacks because, at that time, I wasn’t really investing in people. And when I say people, I’m talking about team, our doctors, our patients, anybody who’s involved with the business. That is where you can understand, I understood personally that they can either make or break a business, because if you don’t have the right team or they don’t have the right attitude. So for me, we started investing more in our teams with the onboarding. So for me, it’s more about hire on attitude and train on results. And with that whole mindset shift, the key thing that I learned was when you invest in your people, your team members, and you give them what they want based on their goals, the business just flourishes, And that’s true with any business. When they hit a breakpoint, it’s who they hire and who are on the team.
Saul Marquez:
Love that, yeah. So, well said. And a lot of people don’t think about it. And then when you learn about it, you’re like, Oh my God, why haven’t I been doing this my whole life?
Noel Liu:
And it’s so clear. The whole time was so clear. And I didn’t get it, I did not get it.
Saul Marquez:
We get our blinders on, and those blinders are just the day-to-day operation that just you just you’re just tactical. You’re in there, you’re doing it. And so now that you’ve uncovered all these opportunities, created this amazing business, that really helps enable the greatness and other dentists, what are you most excited about?
Noel Liu:
What I’m most excited about is our team members really wanting to win now. Before, it was always me trying to push them to win, but now it seems like it’s a self-fulfilling prophecy because it all depends on the leadership. And once when you start leading by example and you’re being that example, it just, love it. And when I see my team members, they are telling me that, hey, Dr. Liu, I want to do this because this can increase revenue. I want to do this because this can help this, I just love it. It’s just this whole culture that we’ve created, which I’m so excited about. And the same energy, we transfer it to our DentVia team, and the same energy we’re transferring to our associate doctors.
Saul Marquez:
That’s awesome. That’s really exciting when you don’t have to do the pulling or the pushing, it’s just the teams doing it themselves, and it’s powerful. Congratulations on that. Listen, this has been a fantastic discussion. I know that you guys have a ton of value to add to dental professionals out there. The website is DentVia, D E N T V, as in Victor, I A.com. Where else can people get in touch with you and what closing thoughts do you want to leave us with?
Noel Liu:
It’s, also it’s DentVia.com as well as follow me on Instagram and Facebook. Again, it’s, my website is NoelLiuDDS.com and that’s where you can get more info on everything that I do. And also, the last closing thought that I would like to add is, everything is cause and effect because we’ve just learned to provide value and serve others before getting served yourself. I think it’s an opportunity in itself and it will truly pay out because this is something that, I call it the invisible progress, and it will come back. And as a matter of fact, it comes back, it comes back tenfold.
Saul Marquez:
I love that. Noel, this has been super value add. I want to thank you so much for spending time with us today.
Noel Liu:
Thank you, Saul. Thanks for having me here.
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