Transcript – Dentology Podcast with guest Claire Frisby
Episode release date – Monday 13 February 2023
00:00:00:14 – 00:00:24:15
Andy Acton
Welcome to Dentology, The Business of Dentistry Podcast. In this podcast, we delve into the nonclinical aspects of dentistry with inspirational guests from across the profession. You will hear incredible life stories, pick up valuable business tips and be entertained on and Yankton. And I’m joined by my co-host, Chris Evans. So Frisby was an interesting lady and she’s a real burst of energy and passion, isn’t she?
00:00:25:17 – 00:00:40:14
Chris Strevens
She is. It was lovely. I mean, I’ve seen and spoken to inverted commas via LinkedIn and stuff like that to actually have a conversation with her and feel that vibe. And obviously she is in Lanzarote. So she does have the band, which.
00:00:40:14 – 00:00:41:00
Andy Acton
Does help.
00:00:41:07 – 00:00:42:02
Chris Strevens
The governance.
00:00:42:06 – 00:01:01:22
Andy Acton
But also that way that she, you know, we talk about people kind of pivoting and engineering things as a result of COVID, but the way she re-engineered her business, her life, her services, everything to get her life in a shape that suits her. And I think a lot of people outside of the business dentistry could look at that as a very positive way.
00:01:02:08 – 00:01:06:03
Andy Acton
Just because you do things one way doesn’t mean you always have to do them that way.
00:01:07:01 – 00:01:21:12
Chris Strevens
Yeah. And also to recognize that she wanted to change and to change something as opposed to I mean, how many people do we see who basically want to change or moan about something? But don’t actually have a change where she did something?
00:01:22:00 – 00:01:29:02
Andy Acton
Yeah, Na na are great. A great advocate for change that really interested. I’m sure people will take a bundle from some of the chips for our social media as well.
00:01:29:09 – 00:01:36:02
Chris Strevens
Social media is not as easy as you think. I think would be what may be the headline and that sort of. Yeah he needs a bit more thought.
00:01:36:12 – 00:01:44:17
Andy Acton
That’s right. Yeah. Yeah. Now it was really good. Really good. Well, welcome, everybody. This is to our latest episode of Dental Bridging. How you doing, Chris?
00:01:45:09 – 00:02:02:00
Chris Strevens
Very good. Very good. This is quite an unusual one. This, isn’t it? Because even though we try not to date this, this is because of the weather. We are doing it from two different venues. And those of you who’ve seen us, you’ll notice I’m not wearing glasses, so I suppose it’s just I don’t need them when I’m sitting at home because my screen is really closed.
00:02:02:15 – 00:02:03:02
Andy Acton
So. Yeah.
00:02:03:02 – 00:02:09:24
Chris Strevens
So it’s good. It’s good at Deloitte. It’s for someone who’s looking regret, regrettably, with the suntan in the sun.
00:02:10:09 – 00:02:33:16
Andy Acton
Exactly. Exactly. So that’s not like us. I live in London, so I’m snowed in at the moment, but that’s all fine. That’s how far we can have a good shower. So we’re very fortunate today. Today, we’re joined by Claire Frisby. Claire Frisby is a social media manager, Tesco trainer and mentor, Dantonio’s Assessment, writing for the NCC editor with the Dental Nursing Journal and beating intensity for over 30 years.
00:02:33:24 – 00:02:37:02
Andy Acton
I find that hard to believe. Claire. Welcome, Claire. How you doing?
00:02:37:04 – 00:02:40:01
Chris Strevens
Unbelievable.
00:02:40:10 – 00:02:46:19
Claire Frisby
Thank you for having me. No, that’s great. I’m good. Thank you. I’m glad I’m not in. The UK is loaded.
00:02:47:13 – 00:02:49:05
Andy Acton
Yeah, we are. We are a.
00:02:49:13 – 00:02:53:09
Chris Strevens
Very festive, though. It’s very Christmasy.
00:02:53:09 – 00:02:54:06
Andy Acton
It is such.
00:02:54:09 – 00:03:07:11
Claire Frisby
Love it when it was a snow day. But I didn’t very often get out of work. Very often because I had my boss used to the Land Rover houses used to come and get me my no excuses.
00:03:07:19 – 00:03:08:03
Andy Acton
He’s like.
00:03:08:07 – 00:03:09:24
Claire Frisby
I know I’m very sick, my allowances.
00:03:11:16 – 00:03:15:12
Andy Acton
Well, you’re looking very sunkissed at the moment. I’m sure everybody’s very jealous.
00:03:18:05 – 00:03:21:15
Claire Frisby
Yep. It’s about 25 today. Oh.
00:03:22:13 – 00:03:22:20
Chris Strevens
No.
00:03:22:20 – 00:03:23:13
Claire Frisby
Rubbing in the.
00:03:23:13 – 00:03:31:11
Chris Strevens
Cold. Yeah. I’m not going to say anything at all. I’m just going to remain tactfully silent and sip my hot drink.
00:03:31:11 – 00:03:32:02
Andy Acton
So to kick.
00:03:32:02 – 00:03:33:04
Claire Frisby
Off the day.
00:03:33:11 – 00:03:45:15
Andy Acton
Oh, yeah. You said to give us some context. Kind of. What do we need to know about your early years, your childhood? What were the things that kind of shaped you as a young person? That gives us an insight to the success you’ve had today?
00:03:46:19 – 00:04:35:22
Claire Frisby
We will not go into the things whatsoever, but boys at the time, all over the world, people I didn’t know whether it was the day of the baby. That’s all that matters to them. So when we get them all and I was also going to be taking advantage will be able to tell holiday, especially when I go to the club.
00:04:35:22 – 00:05:02:20
Claire Frisby
Sometimes the first couple of days passes the top of the field so that when you issued a statement because it was enjoying a little bit of energy. So of the whole team, practical stage, you know.
00:05:03:06 – 00:05:05:05
Chris Strevens
What do you still paint.
00:05:06:10 – 00:05:09:14
Claire Frisby
Your face with the ball?
00:05:10:11 – 00:05:17:11
Chris Strevens
The I was going to say, are you like a real whatever it is, I dunno, what’s it called? Real life. It’s not called real life.
00:05:17:11 – 00:05:20:04
Claire Frisby
It’s what.
00:05:21:17 – 00:05:23:01
Chris Strevens
I write. Yes. All I.
00:05:24:09 – 00:05:25:12
Claire Frisby
Know. Yeah.
00:05:25:14 – 00:05:26:06
Chris Strevens
Oh, interesting.
00:05:27:04 – 00:05:34:20
Claire Frisby
Crazy. All again. So this was the other day.
00:05:35:06 – 00:05:35:19
Chris Strevens
Oh well.
00:05:36:16 – 00:05:44:07
Andy Acton
Well there’s probably people listening to this. I have no idea what a record cover is. They’re like a record, so I’m not into.
00:05:44:15 – 00:05:44:23
Claire Frisby
A little.
00:05:45:22 – 00:05:48:18
Andy Acton
Bit of iron or an LP. That was a that was a day, wasn’t it?
00:05:49:14 – 00:05:50:20
Chris Strevens
Making a comeback on that?
00:05:50:21 – 00:05:53:11
Claire Frisby
They didn’t know they are.
00:05:53:13 – 00:06:04:06
Chris Strevens
It’s interesting. So that’s your creative streak then that carries through to where we talk about your where you are now. It’s quite interesting, isn’t it, really the age to know.
00:06:05:01 – 00:06:55:11
Claire Frisby
What happens when you don’t have to do anything is unbelievable. Sometimes you know, somebody will be there with the topic of cancer. So I didn’t have a day when they did so because some say more than 12 hours in a day. I think so. So I am able to go through the pictures. 20 patients with the living to do a patient’s diagnosis.
00:06:55:11 – 00:07:08:16
Claire Frisby
And then there’s the occasion. So that’s a completely different world to when you’re going to do it in a completely different way than what is going to happen.
00:07:09:05 – 00:07:14:04
Chris Strevens
And how old were you when you started nursing?
00:07:14:04 – 00:07:17:21
Claire Frisby
They were never meant to be.
00:07:18:12 – 00:07:41:13
Chris Strevens
You know, what I was thinking was at those times with dentists, then they weren’t wonderfully great communicators. I mean, there’s still issues and in fact, they’re not one. So most of all very good communicators. Now sometimes with patients. And I was just thinking, did they sort of almost say, Right, well, over to you, Claire, you can.
00:07:41:13 – 00:08:07:05
Claire Frisby
Well, I don’t really like to be spoken all day with a dentist statement. I would. But then again, if you do it from private practice, it was anything to do with the hospital and.
00:08:09:00 – 00:08:09:07
Chris Strevens
What.
00:08:09:07 – 00:08:09:17
Andy Acton
I love, the.
00:08:10:11 – 00:08:12:08
Claire Frisby
Anticipation patient And.
00:08:13:10 – 00:08:16:15
Andy Acton
So I’ve got Claire.
00:08:16:15 – 00:08:17:13
Claire Frisby
Yeah, I’m so.
00:08:19:03 – 00:08:20:12
Andy Acton
I was going to say what I love is.
00:08:21:22 – 00:08:23:20
Claire Frisby
Doing, in fact, taking.
00:08:24:12 – 00:08:55:05
Andy Acton
You because you’re passionate about something, you find a way to fit that in. So you’re still very creative. And when you got into dental practice, you were able to, to shoehorn your creativity into, into that environment. And it’s funny, like Chris said, you know, now the work that you do is still highly creative. So when people find something they really enjoy, it’s amazing how they they’ll find a way to carve that into their life somehow, not necessarily in the most obvious of roles or in the obvious sectors, but it still features.
00:08:57:20 – 00:09:31:02
Claire Frisby
Not only on the dining situation probably, but I would do it in a different way. It’s just the way that it was. I think, you know, 75% of all the things that happen, the 30 years of dental school in helping with what we’re doing now is so come to within taking. So you.
00:09:31:13 – 00:09:58:03
Chris Strevens
But I think what’s interesting is that and you know I was thinking about this in reality people are the site you know, they respond in the same way, whether it was 30 years ago, 300 years ago, three months ago. Our brains are wired to react to things in a certain way. So what you learn 30 years ago and have been developing since then is this is applicable now as it was then.
00:09:58:13 – 00:10:02:06
Chris Strevens
It’s just maybe the techniques and what you deliver is different. It’s fascinating.
00:10:02:06 – 00:10:05:10
Claire Frisby
Very well, although.
00:10:06:12 – 00:10:17:05
Chris Strevens
I know you noticed a change, I mean, from obviously with your training and what you do with people in your social media, how does that sort of work?
00:10:17:05 – 00:11:03:07
Claire Frisby
But, you know, there’s a lot more going on. All those years ago and on try and I used to try to trace it because it was there’s a whole bunch of people are saying, well, that is not a word for myself. But I would say it spoke a little bit more that so affected.
00:11:04:09 – 00:11:04:14
Chris Strevens
Me.
00:11:04:14 – 00:11:11:19
Claire Frisby
All the senses because in some ways it doesn’t make sense to they.
00:11:12:11 – 00:11:31:20
Andy Acton
You know, it does not find it fascinating that you’ve spotted that. Yes. It as a change in and I think it is a real for you is great self-awareness that you haven’t just continue to be as you were you’ve looked at the environment of where we are now and made sure you adjust how you communicate with people, because I think you’re right.
00:11:31:20 – 00:11:37:19
Andy Acton
I think there is a a difference in how we need to communicate with people these days.
00:11:37:19 – 00:11:51:16
Claire Frisby
I think when they give you just a few days ago, people who were patients with heating bills in the living room.
00:11:52:06 – 00:12:21:24
Chris Strevens
It’s a bit like football managers, isn’t it? I remember them saying, you know, Alex Ferguson used to give guys that sort of the hairdryer treatment, which is basically, you know, a shout out them, whereas they were saying that nowadays the the young footballers just white won’t get it, they just won’t tolerate it or don’t really like it because they’re sort of different people, which is exactly what you’re saying is so evolved in common with being told that, no, no.
00:12:21:24 – 00:12:23:13
Andy Acton
No, no. We’ll just say it’s a.
00:12:24:12 – 00:12:31:17
Claire Frisby
So there will be, you.
00:12:32:08 – 00:12:47:06
Andy Acton
Know, so you’ve you’ve moved your business out to two lands rochedale, which is where you live. So did did you set your business up to be able to work remotely before you went to Lanzarote, or did you was that part of that transition?
00:12:47:16 – 00:12:51:01
Chris Strevens
She told did you retire.
00:12:54:19 – 00:13:57:06
Claire Frisby
Within a year of saying go into the social media hoping to get something that size? And they began investigating, taking photos. They put it on people to say, and I think and I ended up doing exactly that so that brutal problem for you and I didn’t even know that them. So the baby girl, I think the social media now so personal training so like.
00:13:59:10 – 00:14:22:03
Chris Strevens
One of the things I was going to ask, have you noticed in that time that the the social media trends I’m not very good at something, so I don’t really know much about what’s going on. But if you sort of had to adapt in in the way that things have changed over that period of time because that’s to me, that seems a massive long tool for, you know, social media to evolve and what’s available.
00:14:22:05 – 00:14:24:18
Chris Strevens
I mean, have you noticed big changes that.
00:14:27:12 – 00:15:27:01
Claire Frisby
Use this picture in photos? And again, when you look back, didn’t so about four years ago, I think it just really put the whole if I was going to get into that it’s any more especially for somebody that is a little bit ahead. Going back to your question, I was just going to that I know that the problem was before TV, so most of the people over the of the but now that we’re able to do what we used to do, the images become absolutely realistic.
00:15:27:01 – 00:16:23:17
Claire Frisby
And then we pushed it because Brexit was on probation too. So the of the government and I didn’t have any kind of private what you can do. Imagine social media, maybe you’re home. And so the people I was working with, but it could be done. So they had a affect on how they came from the house a little bit for people that it’s so that I can still be the minister or just the phone that be public face of government.
00:16:25:01 – 00:16:32:15
Claire Frisby
So I want you to be able to do what we’re doing and then see it done. The one thing I have to break.
00:16:34:12 – 00:16:34:16
Chris Strevens
And.
00:16:35:06 – 00:17:00:19
Claire Frisby
Then I for that. So that’s the social media user name. So when you Instagram again starts or is going to get a little Instagram, Facebook, so then I didn’t do it for them. That’s not my favorite.
00:17:01:17 – 00:17:08:11
Chris Strevens
But they know, did you have to house them already or did you have to buy one?
00:17:09:04 – 00:17:51:20
Claire Frisby
I to for me to think so. They were going to find out when I was born in the country. You don’t know. I’m going to do that commitment. They can do that. The world. And at that time they would still have different models with different location. The makers of the world know the building from the BBC World, but it was also the ability itself is one of those houses in the same of the house.
00:17:51:20 – 00:18:13:20
Andy Acton
That’s what I find I find interesting. You know, lots of people learn to like flexible work and work from home during COVID. They use it stage further and realize it gave you the ability to go to another country and still do what you do, which I think I think it’s great. Yeah, I think five years ago they were changing that.
00:18:13:20 – 00:18:24:20
Andy Acton
It is. It is. Now you would you would you miss the UK? What are the things that you miss about the UK in terms of being physically here. Also got the weather at the moment here.
00:18:24:20 – 00:18:25:18
Claire Frisby
Lot of the.
00:18:27:05 – 00:18:27:13
Chris Strevens
World.
00:18:30:16 – 00:18:32:23
Claire Frisby
Before me but this way was.
00:18:34:11 – 00:18:35:01
Chris Strevens
Getting.
00:18:35:10 – 00:19:09:20
Claire Frisby
In on the testimony to the capital. But in so much simpler life you don’t need to it. You’re out there. It can be temporary. You go to get your holiday, you have six weddings on the holiday. And in the old days these days now, because they’re so much more believable, then we can go out. So I have the analogy to every day.
00:19:10:01 – 00:19:34:18
Claire Frisby
So the the migration is never the best thing day in any kind of digital still digital that is software. The all over the world.
00:19:35:13 – 00:19:36:00
Chris Strevens
Oh, well.
00:19:36:24 – 00:19:42:09
Claire Frisby
Well, this is a bit more than just getting this. I just think it’s such a great story.
00:19:43:01 – 00:20:00:12
Chris Strevens
It’s an interesting one. Really isn’t really all about that thing of the facts of you moved to another country, but then you sort of that first six months you are holiday mode. So I’d imagine the danger is you’re like, Well, I’ll just go in the pool or I’ll just do a bit of sunbathing, and then suddenly you flip.
00:20:00:19 – 00:20:22:21
Chris Strevens
I’ve got work to do as well, if you must have to be really organized and disciplined. Otherwise the danger is you spend six months being on holiday and then working late at night because you’ve realized that, you know, you haven’t done during the day. What you should do is I never really thought about a it was an interesting one, isn’t it, that you go get your head in the right space as much as being the wrong.
00:20:23:01 – 00:20:24:09
Andy Acton
Oh, the structure you need.
00:20:24:16 – 00:20:25:15
Chris Strevens
The person is.
00:20:26:06 – 00:21:05:23
Claire Frisby
You don’t have to be disciplined. This is the way people, when they come out here, especially because it is so it a holiday because you can go be willing to believe that that is the best way for something to get in. And so if you don’t but you have to deal with the world and some people will find that they just don’t really have a way of doing things in day, they make a move because there’s nothing else.
00:21:07:02 – 00:21:29:18
Chris Strevens
I suppose. Oh, my friends. What they they had a place when you lived there for a long time. Basically, you get to know all the local restaurants, not the tourist restaurants from the prices is cheaper. And he said, you know, you know where to buy. And he said, the real reason you do, you end up going every night, you should have a bottle of wine.
00:21:29:24 – 00:21:43:01
Chris Strevens
He said April. And so much. Right. He said, because he in his head, even though he’d moved there, he was still as if he was in the holiday season. You had to really transition to the groups.
00:21:43:01 – 00:22:23:15
Claire Frisby
It takes about eight months and I want to thank you. We’ll give it to you. You for me. So before we have to get to thinking it was that we really being the town and people were forced on their own because of mother’s words to say.
00:22:23:15 – 00:22:24:24
Chris Strevens
Yeah, do you speak Spanish?
00:22:26:00 – 00:22:47:01
Claire Frisby
I think things are happening. So you’re mixing with Spanish all the time. We actually get a chance to get to some of the bad things to say, but I came to learn the truth. You were born. I can imagine the words translations of answer.
00:22:47:16 – 00:22:51:09
Andy Acton
So it’s a completely different way of life, isn’t it?
00:22:51:09 – 00:23:16:09
Claire Frisby
So I’m so behind them. So terrible. You do that many wonderful things for me. Baby name is this name. Let me, first of all, and then you can.
00:23:17:14 – 00:23:23:17
Andy Acton
Well imagine everybody in the UK is feeling very jealous of you, of your lifestyle. Just just want to be.
00:23:24:15 – 00:23:26:22
Claire Frisby
Able to live.
00:23:26:22 – 00:23:44:22
Andy Acton
Just falling back to the beginning of your career. So if you had dental nurse and head nurse and practice manager and that was like your, your Segway into kind of marketing back then, well what did marketing look like for dental practices? Because these lots of people well, yeah they like living in the here and now and it’s become very digital.
00:23:44:22 – 00:23:49:11
Andy Acton
But back in the in the nineties, what did dental practice do to market themselves?
00:23:50:04 – 00:23:52:22
Chris Strevens
That sounds so old doesn’t it? Back You know what.
00:23:54:15 – 00:23:57:16
Andy Acton
I mean for people. I mean it feels like yesterday but we know it’s not.
00:23:58:16 – 00:24:00:20
Chris Strevens
Yet the nineties.
00:24:00:21 – 00:24:24:04
Claire Frisby
Oh yeah. So was in the baby. Well you know people wanting to move from the opening of the store spent so leaflet drops and then.
00:24:24:04 – 00:24:30:22
Chris Strevens
Became labeled trifold leaflet drop. Yeah well normally we spend more but remember that.
00:24:31:19 – 00:24:44:00
Claire Frisby
You know the all important that we didn’t know what was going to be sold so I was going to open system.
00:24:44:19 – 00:25:12:00
Andy Acton
What’s quite interesting is that quite a lot of those analog types of marketing tactics are coming back. Lot people now are sending more stuff in the mail because I guess in any in any cycle you get saturation. So if everybody’s doing something, there’s so much noise you just don’t get seen. So some of those those physical hard copy style marketing tactics still still have a place on the on the social media side of things.
00:25:12:00 – 00:25:26:07
Andy Acton
How would you describe the general understanding in kind of UK dentistry of of how people use it? Do they use it well? Are they good things? We still just scratching the surface of what it can be.
00:25:26:07 – 00:26:00:11
Claire Frisby
Would I think the answer is, you know, I think those simple and then I’m talking to you. I think what we call the audience is potential customers, patients, those people looking me, they want to be able to think about them a little bit. I mean, they don’t see the pictures as being so they don’t that sort of thing.
00:26:01:01 – 00:26:59:13
Claire Frisby
But people are just getting so, you know, the digital with them. So you go to that place and you like approachable the people is a bunch of audience. Actually, I don’t I was just going to do a business and I think you’ve got an dialog with people. It is one to me on a day that people in 20 $15 and it can be the case when you get into the rest, when they come up to come up, she should just be said, I just want to deliver a message so that they can inside.
00:26:59:16 – 00:27:17:04
Claire Frisby
You mean if you could hear these horrible things when they don’t forget to deal the number one, But with the normal people, we’ve got to remember that what you’re showing.
00:27:18:06 – 00:27:19:18
Chris Strevens
Them is not.
00:27:19:20 – 00:27:34:18
Claire Frisby
Just those with videos, you know, because you’ve got to build an audience who from the beginning needs to develop into the interface, The people who really do they want to see a person with.
00:27:35:00 – 00:27:35:19
Chris Strevens
Great insight.
00:27:37:00 – 00:27:58:08
Andy Acton
Because I think so many people post the content that they like and they’re interested in without actually taking time to think about the end user and say who we post in this form. And you’re right, from a patient point of view, it could be very intimidating if they’re saying things that feel they’re out of their league either by price or look or feel or whatever it might be.
00:27:58:14 – 00:28:03:05
Andy Acton
So that remembering who you’re posting for was really important.
00:28:03:05 – 00:28:03:15
Chris Strevens
Because.
00:28:04:20 – 00:28:05:01
Claire Frisby
Then.
00:28:07:01 – 00:28:26:24
Chris Strevens
As soon as you say that you said a patient customer, your client customer patient, and I thought is quite interesting of do you use that terminology with the dentist about sense of actually these are customers and or do you know and if you do, how do they react?
00:28:26:24 – 00:28:53:18
Claire Frisby
I going to support them because it could bring them it’s just going to make sure but it was started you didn’t know so just about download for that so we just just whole thing. But I think that’s one of the things that’s right.
00:28:54:02 – 00:29:14:06
Chris Strevens
And you do call them patients with dentists. Yeah, yeah, yeah, definitely. Because we had a conversation with once I come in the dentist about what a client, what customer, what a patient was saying, you know, you’re, you’re trying to generate revenue so you have to sit and think about that’s what you want to do.
00:29:15:07 – 00:29:37:00
Claire Frisby
Well I think it helps the patients. I think that’s what gives me the advantage to take them the patients, which is amazing. But I think we’ll put you on social media as well.
00:29:37:11 – 00:29:39:17
Andy Acton
Hmm. I’ve always taken the.
00:29:39:17 – 00:29:41:22
Chris Strevens
View because they don’t know what they don’t know.
00:29:41:22 – 00:30:06:00
Andy Acton
Oh, no, no. Absolutely. Absolutely. I’ve always taken the view clear that consistency is always more important than stressing about each individual bit of content. I know for dentists, the quality of their work and what they’re presenting is really important, but there’s sometimes a danger you get in your own way and just don’t postings because you critique it and critique it to the point where you just don’t do it.
00:30:06:06 – 00:30:14:19
Andy Acton
What what’s your view on the debate around quality of what you post against a quantity of what you post? Where would you sit on that?
00:30:15:18 – 00:30:37:07
Claire Frisby
Definitely. You’ve got to have good content if it’s rubbish as well, then people aren’t going to watch. Also, you have to be careful for the GDC because they’re watching as well. So you have to. The quality has to be good. And if you’re doing before as an office, yes, I mean you’re going to have all the other dentists are watching as well.
00:30:37:07 – 00:30:58:16
Claire Frisby
So that’s where they they need to be put in. You know, it needs to be in focus. It needs to be an angle. You get these ones that look awful. When I called, one posted it, they send me photos that I want posted so I can just come and have my name for that. So it is when I say to them, I try to give them advice on how to take the photos as well.
00:30:58:16 – 00:30:58:24
Claire Frisby
I was going to.
00:30:58:24 – 00:31:00:09
Chris Strevens
Say you must have to train them.
00:31:00:20 – 00:31:01:04
Andy Acton
Hmm.
00:31:01:23 – 00:31:19:18
Claire Frisby
I this is why I’ve called myself not just a social media manager, because obviously I’ve got all other aspects that I do, but I find that I end up working with the dental practice in other ways. I end up on marketing, make major and didn’t know about marketing. They’re telling you about things in the practices. Have them done.
00:31:19:18 – 00:31:26:07
Claire Frisby
I end up giving them advice and things like that because that’s unhealthy. I love it anyway. And with your.
00:31:26:07 – 00:31:27:00
Chris Strevens
Experience.
00:31:27:00 – 00:31:27:11
Claire Frisby
You become.
00:31:27:11 – 00:31:29:13
Chris Strevens
Very often you.
00:31:29:13 – 00:31:53:06
Claire Frisby
Exactly. You need to be consistent and it needs to be good, good content. But when it comes to videos and things like that, you need to be natural. So don’t worry, Just say even baking a cup of tea inside. I’m ready for the day. Don’t go back and look. I think my face is funny. My hair looks. You need to be presentable, but I do a video and I don’t watch it again.
00:31:54:10 – 00:32:00:04
Claire Frisby
Yeah, yeah, I don’t. I don’t ever really watch it. If you start doing that, you’ve never doing this.
00:32:00:24 – 00:32:19:13
Chris Strevens
I suppose that’s true. Is that you? That the dangers we had a friend to. He was a designer on the on the euro fighter and he said the danger is that people analyze and try and perfect and perfect and perfect he said and his phrase which is a lovely phrase that I’ll use many a times he said, you just have to break the pencil.
00:32:19:18 – 00:32:36:09
Chris Strevens
And you said, This is what you broken to the pencil. He said, You can’t do it again. He said, You can then do another version of it or you can then do something else. He said, But if you just keep reviewing the same thing, you do injuries, you never post it because you’re never happy with it. There’s always something that you can change, he said.
00:32:36:14 – 00:32:38:19
Chris Strevens
You just have to break the pencil, go with what you’ve got.
00:32:39:16 – 00:32:45:18
Andy Acton
And the reality is as well, this timeline moves quite quickly.
00:32:45:18 – 00:32:46:00
Chris Strevens
Yeah.
00:32:46:14 – 00:33:11:22
Claire Frisby
You say exactly that as well. But so yeah, consistency that you need to be consistent. They need to see you, they need to be seeing your branding colors or your your on Instagram. It’s all about how it looks and you know, say they going to see you every day on the stories. You can put more on the stories and just have your grid as being just your content and then put more on the stories.
00:33:11:22 – 00:33:30:15
Claire Frisby
If you want to have the greatest so many different options and I end up talking to them and what’s what’s best for them and how they want to go about it and give them more ideas. And but I always say to them, Are you trying to attract other dentists or are you trying to help patients? Because there’s a difference.
00:33:31:08 – 00:33:37:12
Claire Frisby
Yeah, maybe I’m just a guy who sees that you’re following all these other dentists. You start pushing dentists, the patients aren’t going to see you.
00:33:38:11 – 00:34:01:03
Chris Strevens
I’ll tell you what’s interesting. The fact of yet more interesting is because she work in different sectors, not just dentistry. I’d imagine you can then bring some other world experience into dentistry that says, Well, hang on a minute, this is this has worked well in so-and-so, so why don’t we give it a go in dentistry and stuff like that?
00:34:01:07 – 00:34:09:12
Chris Strevens
That’s because it’s a brilliant opportunity, very powerful. If you’re always in dental, the answer is you’re going to miss out on all these other things.
00:34:09:12 – 00:34:33:11
Claire Frisby
And definitely then, you know, it’s about people the end of the day. And that’s what I’ve learned over the 30 years, patients working with a big team. So it’s all about the people and in a way using social media, you’re brainwashing people, you’ll see them constantly and then it does it I’m being blunt, but that sort it is a form of writing, which is.
00:34:34:16 – 00:34:57:09
Chris Strevens
What we said most of that stuff. And you come and something like you have to see something 27 or 32 times before you even register it. Because the fact about the content on what we’re faced with, there will be Facebook, LinkedIn, Instagram, the news or whatever that, that you need at least that number of times, if only for you to just go, Oh, I think I’ve seen that before.
00:34:58:07 – 00:35:22:21
Claire Frisby
Yeah, well, that’s just fine. See, a virtual part of it is engagement. So engagement, organic engagement, which is what we do. So dentists and then request them go time to sit there down and find in their target areas and they might get someone in-house doing the post for them. That’s fine, but someone still needs to be on there commenting and liking.
00:35:22:21 – 00:35:39:18
Claire Frisby
And what happens is, sure, you’ve got this and someone keeps like you know your post and I can comment in the end, you go home all the time and you go and look and then you think, Oh, why did I do this? I do that. You look at their website and it goes on from there. And that’s basically it’s that simple.
00:35:41:09 – 00:35:43:22
Chris Strevens
But you have to do it, don’t you think. Yeah, I.
00:35:43:22 – 00:35:46:19
Andy Acton
Think that’s the consistency.
00:35:46:19 – 00:35:50:17
Chris Strevens
Thing is that you can’t, you can’t leave it to someone. Yeah, yeah.
00:35:51:03 – 00:35:52:15
Andy Acton
Yeah.
00:35:52:15 – 00:36:26:14
Claire Frisby
Why The marketing is gone a bit mad on it. Yeah. And see the beauty is that I can, if they need me to answer their diet messages or I can talk to the patients. So it depends on what, what I’ve got going on with the practice or whoever it is I’m working with. Some of them. They don’t. I direct from this their dashboard or that, you know, one of their of psychological associates.
00:36:27:11 – 00:36:28:11
Claire Frisby
Yeah, that’s one of your.
00:36:28:12 – 00:36:29:11
Chris Strevens
CRM, CRM.
00:36:29:21 – 00:36:31:10
Claire Frisby
CRM. They are in it.
00:36:32:03 – 00:36:33:13
Chris Strevens
But I tell you what.
00:36:33:20 – 00:36:35:21
Claire Frisby
She’s going to do quickly. So I wouldn’t say.
00:36:36:20 – 00:37:01:11
Chris Strevens
I’ll tell you what’s fascinating. In a way, it’s just an extension. Do you remember in in the old days? In the old days, probably in nineties, back in the nineties, people would produce leaflets that they would then send out or brochures and then clients would ring and then node and answer the phone. And it’s almost exactly what you’re saying is that, you know, you’re creating this sort of interest and then someone sends you a message and everyone ignores it.
00:37:01:16 – 00:37:03:15
Chris Strevens
It’s like, what’s the point?
00:37:03:15 – 00:37:35:19
Claire Frisby
Yeah, yeah, well that is happening now, but for different reasons, because the practices are too busy. Yeah, absolutely busy. And which comes into the treatment coordinator role which you see everywhere. You see the courses everywhere and it’s a really big asset at the moment as a treatment co-ordinator. But what’s happening is, is where I should start the treatment coordinators generally, normally a nurse always or a practice manager or someone ends up doing other jobs so they don’t get the treatment for taking them.
00:37:36:12 – 00:38:05:01
Claire Frisby
And which is why I now do mentoring. I do course I still have all the, you know, the modules, the other courses do, but I do it more as a mentoring. So I go through something and then we apply it to the practice. They go back and they work out how it works in their practice because they might just be doing 4 hours of training or coordination every day, whereas these course, not all of them, I mean, they’re brilliant.
00:38:05:01 – 00:38:23:07
Claire Frisby
So I don’t mind about other causes, but I like to take part a little bit. I like to get in the practice room and and help them and support them because the practice manager is busy, the principal is busy, the reception are busy and they’re just sometimes they’re just left to get on with it and they don’t know what they’re doing.
00:38:23:07 – 00:38:43:20
Claire Frisby
So and I might just want to talk to someone. And what would you have done in this situation? This is what I did. How could I try and get them? So that’s why I do that. And I don’t widely broadcast. I tend to do 1 to 1 and it’s for new, new treatment coordinators really. But it’s such a vital part because everyone else is so busy in the practice.
00:38:44:12 – 00:39:13:20
Chris Strevens
I think that’s the thing, is that no one’s sitting around twiddling their thumbs and saying, Oh, what should I do? And I think probably me, the social media one and anyone who’s listening, is that the risk? I can imagine if someone says, Hey, Julie, you’re young, so therefore you can do our social media, you understand Instagram. And just because it’s a young person who knows Instagram is not really what you want because don’t have the skills and understanding that it’s a marketing tool.
00:39:13:20 – 00:39:23:12
Chris Strevens
It’s but I imagine you probably see that quite a lot. Do you say? Yeah, yeah. So we’ve given it to the 19 year old Julie and she’s not been very successful. Well, this is a first.
00:39:23:24 – 00:39:33:22
Claire Frisby
For exactly, but I met up with one I’ve been referred to someone, a dentist, and when I came on she said, Oh, you’re older than I feel.
00:39:34:09 – 00:39:37:00
Chris Strevens
So I really liked it.
00:39:37:00 – 00:39:50:17
Claire Frisby
She saw it as a positive. So that was easier to work with than someone who’s younger saying, I can do this and I can do that and I can. It’s not because I had the background as well. She liked it and found that more approachable.
00:39:51:17 – 00:40:14:13
Andy Acton
It’s very funny how we stereotype people, isn’t it? How we stereotype people into categories where we see someone for certain, yet people probably wouldn’t realize that. So you said you were back on Instagram, you know, 12, 13 years ago. That was at the beginning. That literally was when it started. So you seen the evolution of what works, what doesn’t work, how to build followings, the difference in content.
00:40:14:20 – 00:40:30:07
Andy Acton
Whereas I suppose young people today, all they see is, is been posted in the last six or six months, a year, two years, how long they’ve been using it, and we need to represent what’s happening now. But to have that history of how it’s evolved is really powerful and useful.
00:40:31:03 – 00:41:13:19
Claire Frisby
Yeah, and they’ve all got their different, different uses. So for me I find that Facebook is good to get in the groups, get in with, find out what’s going on and still patients still is still website posting on there. You still get some of the older patients possibly using Facebook and then Instagram. Visually, everyone says what? What’s your Instagram for you on Instagram in the immediate age that you’ll go to now you find the business, you look it up on Instagram, most people do, and that’s you’re missing out on such a it’s almost it’s such a cheap way of marketing compared to what you could be doing and wasting lots of money.
00:41:14:04 – 00:41:35:08
Claire Frisby
And then LinkedIn is completely different. Again, this is where you want to do your networking with all the dentists in the dental world. And if you’ve got courses you need to be on LinkedIn. That’s where it should be. And LinkedIn, Instagram being Facebook, Facebook, going to the group. So you getting to know in that way. And that’s that’s my basic really.
00:41:35:13 – 00:41:43:02
Chris Strevens
To do anything Tik tok or is that not really my right okay is bigger is that becoming a bigger thing?
00:41:43:02 – 00:42:04:02
Claire Frisby
Huge is huge. It’s it’s just as big as Instagram, I believe. And you’ll find all the dental practices on it. You know, everyone’s on TikTok and I’ve started going on it recently, but I refuse to do any of those videos. I don’t do any of those things and I don’t believe you have to do them. I think I’ve really done so.
00:42:04:02 – 00:42:26:10
Claire Frisby
I’ve been experimenting myself. Yeah, okay, I’ll do it. I’ll just call and I think it’s showing is good to have a bit of fun playing around, but I don’t think you need to be doing every single one. And then if you post that on Instagram, Instagram might push it out because you haven’t used them. So people are making the mistake, right?
00:42:26:11 – 00:42:35:07
Claire Frisby
Like an Instagram want you to use. They realize they want you to use all the gimmicks. They don’t want you to repost Tiktoks on them.
00:42:35:07 – 00:42:41:22
Chris Strevens
I suppose it makes sense as it is a commercial platform. Ultimately, why would you use someone else’s format? Yeah, it’s.
00:42:42:15 – 00:42:45:04
Andy Acton
So clear if there is a danger of listening to this to diluting.
00:42:46:14 – 00:42:46:23
Chris Strevens
What?
00:42:47:08 – 00:43:00:18
Andy Acton
Yeah. What, what is the the here platform that somebody should, if it changes listen to this. And they’re like, what? I don’t really do social media but I should start what’s the one place they most absolutely have to appeal.
00:43:03:24 – 00:43:04:15
Claire Frisby
Instagram.
00:43:05:06 – 00:43:05:15
Chris Strevens
Will.
00:43:06:21 – 00:43:09:18
Claire Frisby
Definitely Instagram at the end of pages nowadays.
00:43:10:05 – 00:43:13:17
Chris Strevens
Oh yellow pages. Look at the so some local.
00:43:14:05 – 00:43:15:07
Claire Frisby
I’m old school.
00:43:15:24 – 00:43:22:20
Chris Strevens
Oh well yellow faces yellow yellow was there at Yale that’s the Thomson Local, remember?
00:43:23:01 – 00:43:38:02
Claire Frisby
That’s it. Yeah. Yeah. So you know people people look on Instagram and obviously they Google people and then they might even Google the website and then go to their Instagram because they want to see the people. But yeah, they want to see who you are.
00:43:38:20 – 00:43:40:13
Andy Acton
Yeah, yeah, yeah. Very true. Very true.
00:43:41:15 – 00:43:43:05
Chris Strevens
Learn how to use those filters and.
00:43:45:15 – 00:43:48:21
Claire Frisby
Then they’re going to go in to get a shot. When you’re in the press, it.
00:43:50:03 – 00:43:56:16
Chris Strevens
Should be like a mandated, I’d imagine some of the stories we hear on that are fantastic. This is a picture of my friend.
00:43:58:02 – 00:44:26:07
Claire Frisby
And the good thing is as well is that people don’t like it and I don’t want to. I struggle getting content from practices because obviously they’re really, really busy for staff and people don’t want to be filmed. I’ve got one practice who says, Right when someone put your make on, do you have we’re going to be taking some pictures so they know in advance.
00:44:26:13 – 00:44:45:10
Claire Frisby
I don’t know how many people got sick that day, but yeah, they struggle with getting like I said, look, there’s there’s ways of getting around that you don’t have to actually see the people you can take pictures from about. You can be doing some with your hands. You don’t actually have to be see in the paper, there are ways around it.
00:44:46:01 – 00:45:12:18
Claire Frisby
This is where all even comes in as well. So I’m going to be teaming up with Oliver. So because I, I can’t get into practices because a lot of them say to me, can you come into practice and take some photos, which I would love to do, but they are not over there. So now I book Oliver and to be able to go into the practices and I’ve got someone who can do that for me that I can trust.
00:45:12:18 – 00:45:29:21
Chris Strevens
Well, I’ll tell you the interesting thing on that, though, isn’t it, that you sort of imagine being an old bloke and whenever you’re out, everyone is taking a selfie of themself. You somehow think, Well, hang on a minute, There’s all these nurses and receptionists and dentists who are really happy to take a selfie at the drop of a hat.
00:45:30:05 – 00:45:38:10
Chris Strevens
But then as soon as you ask them if you’ve been there, Francis said, Oh, no, no, no. It’s it’s a real interesting subject.
00:45:38:10 – 00:45:40:04
Andy Acton
It’s different somehow. It’s different.
00:45:40:06 – 00:45:42:21
Chris Strevens
You can’t go anywhere that some are doing this. Yeah, yeah, yeah.
00:45:42:21 – 00:46:09:16
Claire Frisby
That is true. That’s what I say. So I say to find out who in the practice, who in the practice and their associates that are consistently on social media because they’re the person who will be the one to be able to go and take the photos and or push for content. Well, sometimes you just don’t get anywhere. There’s such a little practice that I’ve never done it before and it’s you have to nurture them and get them to do it as I well, at least.
00:46:09:20 – 00:46:31:22
Claire Frisby
So say what can you get me this? Can you get me that? And you have to build the app slowly. Mm. And again, it’s not something that happens overnight. You have to give when you are working with people. It takes time. At least three, 3 to 6 months before you can even start seeing results. I think people think, Oh, you’re going to hire someone and do the social media and then suddenly all these messages are going to come through.
00:46:32:04 – 00:46:35:06
Claire Frisby
It doesn’t work like that. You it.
00:46:35:06 – 00:46:53:14
Andy Acton
Takes time. It does take time. Well, where does your where does your positivity come from, Claire? Because in our interactions you are so full of energy and passion for what you do and your your positivity. If you have you always been like this or is it, is it kind of something that develops over time?
00:46:53:14 – 00:47:17:16
Claire Frisby
I think I learn more as I get older. I think you realize that you’ve got it. You go enjoy life and inquisitive about it. You don’t see the negative. And I think now here as well is it fades I think as well, you know. But I’ve always had that and the half the glass half full rather than 90.
00:47:18:12 – 00:47:42:17
Claire Frisby
Obviously we’ve all had plans our lives where it was having been lockdown and I was at that stage, I think at the end when I was in the UK, I was at that point where something had to change because I was just exhausted and I think, as I say, I think it’s really that positive activity I’ve always had has really kicked in since I’ve come out here.
00:47:43:17 – 00:47:45:09
Chris Strevens
Really good.
00:47:46:00 – 00:47:46:17
Claire Frisby
Sunshine.
00:47:47:04 – 00:47:51:16
Chris Strevens
As I say, lovely food, I’ve been to siesta.
00:47:51:16 – 00:48:00:10
Andy Acton
I know what it is. It appears you’re working well for you Clare. Which is, which is, which is great. If you could, if you could go back is able to see.
00:48:00:13 – 00:48:22:06
Claire Frisby
A change in your work life balance over time. No, I believe in sight. I think that things will happen for a reason. I said at the beginning about the sliding doors effect. I think you have to get through these times to get to where you are. One of those people who believe I wouldn’t change anything.
00:48:23:20 – 00:48:38:19
Andy Acton
Good, good. We we always finish up with our guests in the same way We always ask the same two questions just for a bit of consistency. So if you could be the fly on the wall in a situation, where would you like to be? When would that be? Who would you be with?
00:48:40:17 – 00:49:06:11
Claire Frisby
See, I was thinking about this and there’s so many different scenarios you can think of, but I think at this present time, at the moment is is boring. Actually, I would like to be when I get these new practices and social media and then they’re trying to film their videos that were filming outtakes. I think I’d like them to send them out and take it because that makes the best growth.
00:49:07:01 – 00:49:12:10
Claire Frisby
So for me not to be on Audible when they’re actually doing that, because I think I’d be funny to watch.
00:49:12:23 – 00:49:14:10
Chris Strevens
If I’ve.
00:49:15:17 – 00:49:26:05
Andy Acton
Got a lots of content that no one’s ever seen because people were embarrassed about it. But it’s a real goad in the sense of to a rather and I’ll follow up questions if you could if you.
00:49:26:05 – 00:49:26:21
Claire Frisby
Could use it.
00:49:27:04 – 00:49:37:01
Andy Acton
No, no, no. And if you could meet somebody, who would you who would you like to meet if you were given the opportunity?
00:49:37:01 – 00:49:41:22
Chris Strevens
Living or dead fact or fiction is a wide choice of people.
00:49:42:21 – 00:50:07:17
Claire Frisby
Again, this is going to be work related. And I was thinking about this as well. For me at this present time. You asked me that question. I’ve been working remotely now for two years and I’ve never met any of you. Yeah. So I would actually like I’m thinking about going to one of the dental shows this year and just meeting everyone that I’ve been talking to because I’ve not seen anyone, not one person.
00:50:08:01 – 00:50:11:09
Chris Strevens
I’m just I’m just checking flights to Lanzarote so we can all come out.
00:50:12:03 – 00:50:22:15
Claire Frisby
Yes, but I said I could actually I think I could actually hold a conference out here and everyone would come out because everyone I’ve got no issue with anyone coming out. Yeah.
00:50:23:15 – 00:50:26:15
Chris Strevens
Now, that sounds like a good idea. I like that one. Yeah.
00:50:26:15 – 00:50:29:08
Andy Acton
Yes, I’m sure we’ll get some local rates.
00:50:29:11 – 00:50:33:01
Chris Strevens
So you get local rates, collect local rates, local ones.
00:50:33:10 – 00:50:50:02
Claire Frisby
They really be good. I was thinking about doing it for my big birthday in November so I could just hold it. And there’ll be people who want to do the speeches. And these are the people I know now. Yeah. So I said, Can you organize? They saw do they? I think people would jump in.
00:50:50:21 – 00:51:04:24
Chris Strevens
I mean, in all seriousness, that’s not a bad idea. You know, for us to do a dental course where you could bring over a number of people to a site because you will know the places. Yeah. Watch this space, everybody. I know the Frisby show.
00:51:05:11 – 00:51:29:03
Claire Frisby
Yeah, definitely, Definitely. I’ve been signing for a long time because everyone keeps saying I’m coming out and I’ve had quite a few people. I’ve had one person actually come out psycho and the rest all coming out. And also I’ve had people now I’m getting a little community of dental people out it. So there’s a dentist who actually built an apartment in the old resort near me.
00:51:29:11 – 00:51:55:11
Claire Frisby
Now we’re having Christmas Day together. She’s she met on Facebook. So thank you too. So for my idea. She’s been out there a few times with her husband now. And and then there’s another fintech. I don’t know if you heard of them. He comes out and sees me here because I do some work with them. And like the latest one is that her idea is to work remotely, giving advice and things like that.
00:51:55:11 – 00:52:03:18
Claire Frisby
And her family lived in a house that was where I used to live. So she’s probably coming out of Christmas as well. So I’m getting my dental community out.
00:52:03:18 – 00:52:05:12
Chris Strevens
Yeah, you are. You are.
00:52:05:18 – 00:52:17:07
Andy Acton
I think people genuinely like to travel around this. There’s various courses and events around Europe that people are always keen to go to. So I don’t think it’s a ridiculous idea that there might be an opportunity.
00:52:18:04 – 00:52:19:12
Claire Frisby
Yeah, this is my plan.
00:52:20:15 – 00:52:24:15
Chris Strevens
As I’ll get out there and see David for.
00:52:25:13 – 00:52:26:12
Claire Frisby
Another month.
00:52:27:03 – 00:52:55:24
Andy Acton
Exactly. Exactly. It’s been a real joy. Claire I think your experience and knowledge in an area that everybody kind of knows about but doesn’t necessarily think through kind of exactly how they use it and how to maximize the output from this. I think it’s been fascinating and I think the way you’ve just kind of embraced kind of COVID and you’ve re-engineered your life for your business to suit you, I think is a great lesson for people as well, because just because you do something one way doesn’t mean it always has to be that way.
00:52:56:05 – 00:52:58:18
Andy Acton
So, yes, it’s been fabulous. Really appreciate time with you.
00:52:59:12 – 00:53:17:23
Chris Strevens
Yeah, that’s been brilliant. Lovely. Really nice to meet you. As have we all had interactions on various bits and pieces, but it’s nice to say hello and thank you and hopefully people will get a chance to learn some stuff. I think just I think it’s it’s one of those things it’s seen as really easy but isn’t quite as easy as these people.
00:53:17:24 – 00:53:21:02
Chris Strevens
You know what I mean? They need to think about what they’re doing. Yeah.
00:53:21:09 – 00:53:22:14
Andy Acton
Absolutely.
00:53:22:14 – 00:53:30:21
Claire Frisby
And that’s that’s the final thing. I think that people that don’t don’t make it too complicated. That’s that’s the thing. Just keep it simple.
00:53:31:17 – 00:53:32:13
Chris Strevens
But lovely.
00:53:32:13 – 00:53:37:14
Andy Acton
Brilliant. Lovely. Claire, really appreciate your time today. We’ll leave you to get back to the swimming pool.
00:53:37:14 – 00:53:38:19
Chris Strevens
You got yourself now?
00:53:40:04 – 00:53:41:11
Claire Frisby
Yeah. I need to swim.
00:53:42:23 – 00:53:54:03
Andy Acton
Lovely. Claire. Thank you for listening to this episode of technology, where we discuss the business of dentistry. If you like what you heard, please do subscribe where you found this episode. That would be amazing. And also follow us on Instagram.
