2020 YEAR IN REVIEW [Ep #178]
In this episode of the Profitable Practice Podcast, I am going to break down all that was in 2020. So, this is a Year in Review I’m going to talk about revenues, profits, expenses, and all of the craziness in between. Stay Tuned!
2020 WAS SUPER CHALLENGING BUT WE STILL WENT THROUGH OUT SUCCESSFULLY
In this episode, I did a 2020 Year in Review as we welcome the New Year 2021. Let us take a look first at what happened to us in 2020. The challenges that the COVID virus brought all throughout the Globe as many businesses also failed due to shutting down. I can say that 2020 was a crazy year, but I am so blessed to have my team and my associates providing support and help as we have been badly challenged by the virus.
Although we have been shut down by the pandemic, we still found ways to do business and fortunately still reached 94% of our goal by the end of the year. It was still a success for all of us. Going virtual was our primary strategy to overcome revenue loss. Overall, I can say that 2020 really was one remarkable year for all of us, but still was a successful year indeed.
IN THIS EPISODE:
[0:48] Introduction and Context for today’s episode – A Year in Review for 2020
[2:37] Q1: Our Annual Meeting Discussion for the Year 2020 Goal – 360 New Patients.
[4:50] The COVID-19 Virus Outbreak, shutting down everything temporarily.
[5:00] Going Virtual Business and how we managed to do it.
[8:40] Q2: How our revenues are still running good.
[13:45] Our New Project Manager and how it went down.
[15:08] Describing our Virtual Assistant and the tedious works she did.
[19:56] Q3: Phase 2 of the Lockdown, Reopening Business.
[21:03] The Marketing Change of our Business.
[23:40] How we ran a Successful Campaign.
[26:43] Q4: I was attending the Live Mentorship in my 4X Group.
[34:00] Receiving Bad News: Jackie is COVID-19 Positive.
[35:22] My shocking result from the COVID test, I was Positive.
[37:30] Losing Revenue from our Business.
[38:25] “The Guilt was probably the toughest thing for me.”
[42:45] Business Status by the end of 2020 – Still successful.
[44:50] My final Statements and takeaways.
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On this episode of the profitable practice podcast, I’m going to break down all that was 2020. So this is our year in review; I’m going to talk about revenues, profits, expenses and all of the craziness in between. Stay tuned.
Hey everyone! Let me be the first from my team to say Happy New Year. We made it through 2020, and while I would love to think of this as a Cinderella story where as soon as midnight hit on January 1st everything went back to normal and our worries were over. Can’t say that, but I do hope that 2021 has a lot less surprises and provides you with; you’ve witnessed the challenges, hopefully reflected on your own business where your business is broken, what needs to be paid attention to first. On your dashboard what warning signs were there that maybe you’re ignoring? And now you can’t and allow 2021 to be that year to tackle those things. Get your business running exactly the way you want it to. Because if you can do that in the pandemic, I think you’re pretty much good for the rest of your business career. So this is one of my favorite episodes to record where I get the opportunity to go back and reflect on the entire year of 2020. Look at our numbers, I had to remind of myself of all of the things that went down. Because a lot more went down than I remembered and also as an opportunity to celebrate what we were able to achieve and look at where we were spending and use this time to analyze how can I improve my profit margins for 2021. And you guys are along for the ride.
So, as we always do. My team follows our 1, 90, 30, 7, 1 strategizing plan and this is something we talk about all of the time with our MPP members. And so we had our annual meeting, and our original target for 2020 was to see 360 new patients. So we accomplished 355 in 2019, so we’re going to go for 360 again which is 30 new patients every single month. We wanted our clinic revenues, and at this time of the year I was working out of 3 offices. So we had my one salary employee running Caledonia, I was in Burlington and the new office Oakville. So I was in two clinics at yet again, and so we are hoping 400,000 across the 3 offices and then a hundred thousand dollars in the online maximized business program. So those are the initial numbers. Everything got off to a really great start; I had Laura my project manager, Megan my salaried and DT member we did a launch in February. Our average intake or average revenue for the first quarter was about 28k which is pretty consistent. We can usually get to that 25 to 30k mark consistently every single month. Of course, in 2021 we want to add an extra 25% to that. So everything was going great, we did a create your initial funnel launch to our online members to get into the MPP program and that went off really great. It was actually one of the most relaxing launches that I had ever done. I didn’t find that I was stressed out, I was just showing up to do the lives and the support. It went off without a hitch, it was basically a rinse and repeat.
And everything stopped as of March 18th. We had been hearing about the virus and even in our huddles, Laura had been mentioning that there’s this virus that’s going on. She noticed it on the news back in December and of course everything just went haywire in March. And I would’ve never made it through that initial lockdown if it wasn’t for my team. I have never experienced the amount of stress that I did in that time period for that first couple of weeks. And because my team was there because I had the mentorship still through Alec Charfen and I really thank him for stepping up as a leader during that time. Megan Walker also started doing some lives for those first two weeks with different people talking about going virtual and all these other things. The number 1 reason why when we shut down on March 18th and we still kept moving was because we just made the decision ‘ok, we are going to go virtual.’ I decided I was going to do free delivery all across basically Holdiman to Holton which is about a 45 min span. I would do and run these free supplement deliveries multiple days a week. I’d be out for hours, sometimes I would take the girls because I needed to get out of the house and we immediately went virtual. Megan helped us set up doxy.me which is a free platform that we used to run our virtual consults and it’s a hippa compliant. And we just did it. We still on boarded 7 new patients over that quarter, so we are heading in to then mid-March, April, May, June. I think June or July was one thing started to open up again. So we still had about 7 new patients that we on boarded every single month which is amazing. And because of how quick our efforts were, we still had Megan coming in to the Caledonia office in person to manage the clinic because I needed somebody to be there. We still had reception coming into the office 10 hours a week just to manage all the phone calls and manage the appointments and keep things running. We tried to keep everything running in the exact same as it was, as if it was a regular time period. The big difference of course being we weren’t allowing anybody into the office. Any supplement pick-ups happened outside in the hallway by my free delivery system. But it was adopting that virtual component that I think was the biggest take away that significantly made all of the revenues that we would’ve lost had we not adopted that.
That was one of the big things from the initial shutdown that I really hoped business owners paid attention to is a lot of the things that you are hemming and hawing over, a lot of the ways that you could be conducting your business. The ways that you to be showing up to your patients or clients. If you’re on the fence this was your opportunity to get off the fence and actually make a choice. Virtual was always something that we dabbled in, we did the occasional phone consult but predominantly we just had everybody come in to the office. That was just the model that we had always done, and I had been in practice for 9 years at this point. And then when Megan I just said ‘you what? We’re going to set up virtual, we’re going to move everybody virtual as much as we possibly can’. By the end of that quarter we we’re still averaging 20k months. We never lost revenue, we always stayed in the black and that was massive. That was such a massive win that we were able to celebrate as a team. So the clinic’s side was running fairly seamlessly, I was still working 45 hour days in my office.
So my husband was a huge pivotal role in this transition that for the first week after March 18th put definitely a strain on our relationship because I was in panic mode. He was in shock, he was a business owner at a running landscape and schools were shut down, all of the sudden the dynamic completely changed. And while I was trying to do damage control and keep everybody going. The pressure of having people on salary was definitely there, I was basically just telling him ‘you need to do this, you need to make sure this happens, get this done around the house, you need to, you need to, you need to.’ and he called me out on it one day and he said ‘I don’t think that I deserved to have these orders barked at me.’ And I sat him down and I said ‘babe, I had never gone through this in my entire life. Your landscaping business doesn’t even open until May, if at all, and my business is running right now. This isn’t about you, it can’t be about you, and you need to support me. I know it’s rough, once I get things under control everything will be back to normal again but I can’t emotionally be there for you right now. This is about me and my business and keeping this afloat, and keeping my team members on course, and standing up as a pillar of support.’ It was tough, there were tears, I was stressed, I was losing sleep on the back end but I still showed up to those huddles. I still showed up to my patients and we pivoted as quickly as we could. And for that week got just had to get in line and understand that it’s nothing personal, but this is something that we have to works through. And then we crushed it as a team after that, they actually showed us what our ultimate goal is as a couple to have Scott not need to work anymore. Have him be more available for the kids doing the home stuff so that I don’t feel that I have to. It’s not on my to-do list, I just know its being taken care of and me just working. Because that is where I love to be. I love to be in my office, on my laptop. I do not like the constant nagging distractions that children can provide. And it showed us that we could do that. Having him home and taking care of all the home stuff is an absolute possibility. And it was always a pipe dream, we were served ‘yeah, that would be nice.’ But again, the shutdown showed us that ‘absolutely, this can be your lifestyle, and you guys as a team work great in this environment, where everyone’s home and everyone has their roles to provide for the family and also provide financially.’
So the other thing that happened shortly after the shutdown was my project manager Laura, she was pregnant at that time with her second child. And because of all the stress of what was going on the island of New Finland which there is tons of things about getting things shipped. They had that massive snow storm back in February where their entire town got locked down. And they had to bring the military in to get the snow out. All of these scary things are going on with her and she just wasn’t able to show up to the business the way we both wanted and she given her resignation. So here I am now trying to manage the online business, three clinics, a team and my project manager who was taking care of a lot of that techy work for me and taking care of the online business side for me. And she was also keeping me in line. That was the number 1 reason why I hired her in 2019, is because I needed someone to tell me what to do. To bark orders at me, to keep me in line to make sure that I was showing up and doing the things that I was supposed to for the team. Because as a visionary, I love to be up in the clouds and think about all of the things and I forget some of the day to day responsibilities that I have. So it was a necessary change, we both knew that it was going to happen. Anyway, it just happen 3 months earlier than planned. So the end of q2 was me now putting out an Ad for a new project manager. We had Laura screen everybody, she did the initial video conferences with them and then I did the final ones. We finally found someone who was great, she was Canadian. We looked at some United States project managers, but to get around the taxes which was way too confusing, plus the exchange rate wasn’t really fair for that individual. We found someone who was in Canada, and I offered her the job we were so excited and I was like ‘ok sweet, got this taken care of. Awesome.’ She accepted the position on Friday and then sent me an email on Sunday night saying ‘I don’t want the job, sorry. Things have changed for my end.’ Basically peace out. And of course you want to send that email that you shouldn’t send. Because why put us through all of the hoops, why sign the contract, why do all this things to literally in a 48 hour period just turn around and quit. Mind you, silver lining at least we didn’t waste any time on boarding or training like that. So that was good, I guess. But I just like swear, all the swears. When is this going to get easier? This was what I was thinking of.
Then my mentor, so my business accountability coach who I’ve been working with for 3 years now. He has a virtual assistant who he’s been working with for a few years and is in the Philippines and I said ‘I might as well give her a try.” I missed that project manager relationship where Laura would manage me. And ends roll as the virtual assistant wasn’t going to be as such, she wasn’t going to be taking on that much responsibility but she was still able to do a lot of what we call in our business the ‘clicky work’. So she’s able to get the podcast out, she’s able to run the stat. She’s able to look at all of our metrics, with regards to email open rates and website views and how long was someone on our website and freebie downloads and all of those things. So that still was massive and the best part about it is when you hire virtual assistants from the Philippines is that they typically work anywhere from 5-15 dollars in an hour. And having that, Laura laughed, we thought we would find a project manager at her same salary and that didn’t pan out. And now I’m getting Ann who’s doing 75% of the job that Laura is at a much lower expense. So that was a massive win and it all came the way it was supposed to come down but there is definitely a lot of stressors, a lot anger associated with going through all of these extra hoops and not having it pan out. But it ended up working out beautifully and Ann is, as soon as I met her on camera I knew she was going to be a fabulous addition to our team. She works hard and she also comes with her own team that she manages. A web guy, video editor, graphic designer, and that was perfect for our elite level membership. While we were trying to work out how to get Laura more hours during that first quarter, we were really dropping the ball with our elite level members. Because her hours were only available on the weekends and I was only able to do so much. And I really wanted to get out of a lot of the clicky work myself and being available all week long. Really made a massive impact and now our elite level membership is just something I am so proud of. And the results our members were getting are amazing and it was because of all of these necessary changes. They suck at the time, it is scary at that time, but so thrilled that it all happened the way that it did and has continued to be a beautiful beacon of light in our team and running our huddles and things like that.
The other big thing that happened in q2 was upon reassessment of making my virtual clinic run and basically getting a hundred percent of all of that revenue. I made the decision that I wasn’t going to renew my contract at my Burlington location. And so, I had to send the text to the owners, the owners and I have a fantastic relationship. So there was always that part of ‘I don’t want to let them down.’ But it just couldn’t be about them. It had to be about me, about my family, about how I wanted to be spending my time. And running 2 offices by this point in time of my career, was just not something that I was overly attached to. The minimized commutes that happened with the shutdown really showed me that which is don’t like driving all-around of the place. I really reflected on how hard I was working and how unnecessary it was. I didn’t need to be working that hard frantically in all these different locations. So we had a Zoom meeting and I told them that I just don’t want to have that fixed expense of rent. Oakville is performing significantly better, faster than we ever anticipated and it’s time for me to just be in one location and that office is the location that I’m choosing. So of course, it was sad for everybody but because I was honest, because I didn’t do anything sneaky behind their backs. We left it off on a really positive note and I still connect with them on-going basis.
Alright, so that was now bringing us into q2, now by q3 everything started to re-open again we’re in our phase 2 of the lockdown with regards to reopening. So of course, as soon as things reopened we were like ‘ok sweet, we now still are going to be prioritizing virtual visits at all locations. My Burlington people obviously went predominantly to virtual and it was the first where number 1 I was collecting a hundred percent of the consultation fees. Number 2, it was the first time I was in one location. And what a difference that was for me to leave all of my stuff in one place and not be thinking ‘ok what product do I need to bring to this other place?’ packing up my bag, lugging my big gym bag around with me everywhere. It was the very first time and it was just so wonderful to just leave my stuff there at the end of the day, go home and then just show up 15 min before my shift starts and everything was there. There was no unpacking time. So that was super nice heading into q3 when things reopened.
The other big thing we did during the shutdown that I forgot to mention was because we had to change of our marketing. And because we weren’t seeing as many people, we wanted to really show up in a big way. So we started doing weekly webinars, I was going live multiple times a week bringing on other practitioners and doing live Q&A interviews and that was also really great. Our patients continuously emailed back saying thank you so much for being a rock during this time. Thank you so much for still supporting us, thank you so much for being there. The free deliveries that service just was so welcomed by everyone. And we still did flash sales, even in April we did a massive flash sale to move some of our dispensary items. We really tried to step up as much as we could.
The other thing that we’ve been putting off and decided that we would do because we have the time was we finally put together our maximized health methodology course. This is our online program, this is the final piece of the Gap protocol, a puzzle that I wanted to put together. And we put it together, it took us a solid 2-3 months. Megan was responsible for creating the whole outline, just like the skeleton of what we’re going to talk about. I was in charge of doing all of the power point presentations and the audio recording so there’s no video. Because I knew if I had to be on video then I would not do it. Because I have to like look good and etc. and it requires a lot more editing to do it on video. So I said, I was going to do screen recordings, we uploaded it all to kajabi platform. And we did a beta launch and then that beta launch we sold it for $97. The value now is 297 and we ended up making 2 thousand bucks doing that. And that was a really great light during this dark time of how quickly we got the course together, how proud we were of that program. We have time stamps, downloads, we have pdfs all of the things. And then we had basically 20 people enroll with a 1 week launch using the 4 beta emails that we offer to our MPP program members and we made 2k off of it. So that was pretty cool, we had some sales trickle in afterwards at our non-beta level price which was 147. But we’ll talk about what we end up with the course by the end of the quarter.
The other thing is q3 is July and August which for us in Ontario is when the teachers all had their benefits loused. And this is always the most successful campaign that we run every single year. We run a very inexpensive Facebook Ad video and image and we do it basically for engagement or video views. So it’s like 5 cents per view, and because we had set ourselves up to be more present more virtually we did the best we had ever done anytime of this campaign. Normally I will always 10x the Facebook Ad spend, I’ll usually spend anywhere from 500 to 600 dollars. And we will on board at least 10 thousand dollars’ worth of initial spend. Now with this one, because we were virtual, because we were able to run the Ad to everyone in Ontario we actually 40xed our revenue. We spend just under 600 dollars, we on boarded 27 new patients in July and August. Ontario teachers have anywhere from 500 to a thousand dollars to spend and they were just blowing it. And so we’re running out of lab tests and doing multiple consultations over those 2 months and that was huge. That was really huge for profits, that was really huge for revenue, that was really huge for morale. It also gave our team a chance to see what it’s like for the clinics to be essentially fully booked if not 80 -90% booked on certain days. And it was exhausting. By the end of August we were all burned out; I was doing a lot of virtual, Megan was managing virtual and in office in Caledonia. The Oakville office was getting booked up, it was one of our best that we had. In August we had a 40k month and we were able to repeat this again in December. December is end of the year benefits relapsing. The Facebook Ad that we ran for the end of the year benefits never performs directly the way the O-tip one does. The o-tip one, everyone’s commenting, liking, I was managing private messages like 5 or 6 every single day during that campaign. With our end of the year 1, I would say it’s more of a reminder but I don’t know directly if patients are booking in off of that. But it was still worth the money, I think we spent $300 on that one. And we still were basically fully booked in December, one day in Oakville we hit 98% booking rate for the week which we had never done and we had to have 2 practitioners to manage that.
So speaking of which, at the end of October in q4, I was attending the live mentorship in my 4x group that I have been a part of for a few years. And we’re always talking about getting away from all the stuff you don’t want to do. Really leaning in to what your heart is saying, you should be doing what you love to do and stopping to do the things that you’re good at but you don’t enjoy doing. And I had been wanting to get out of one on one consultations totally for a long time. I love supporting my patients, I love being there for them, I love being accessible over email any time they need. But actually doing the visits they don’t bring me much joy as they did at the very beginning of my practice. And I have been fighting against that for a while, because now you’re fighting against your identity as a practitioner. And this is the model that we were taught for 4 years, this is how it just goes and to go against that doesn’t make any sense. To your core identity, to your business identity, to your career identity and it was in that moment I remember this so distinctly it was like the 2nd last week of October and I was like ‘you know what? I’m just going to go for, I’m going to put that there and just see what happens.’ So literally after listening to one of the motivational components of this virtual summit, I reached out to Megan and I said ‘Megan, do you know of any friends who maybe are looking for a clinic to work out of, they would like to do a similar thing that you are?’ and she brought up Jackie. So Jackie had just purchased my program while we were trying to set up on evergreen. So I was running evergreen Facebook Ads to the program to our video training and I distinctly remembered Jackie seeing the Ad, watching the training and buying it on the spot. So I was like, ok cool. So she brought up Jackie, Megan did, and so I just reached out to her. Over Facebook Messenger and I said ‘hey, I know you’re in the program, I know you’ve gone through the methodology that I do. I can see you’re in St. Catherine’s but I have a practice in Oakville that I’m thinking about getting out of. I would be hiring you on a salary and this how our business runs, here are some of the bonuses that we have, here’s the extra incentives that we have every month. Would you be interested?’ and of course when you’re doing things on your text, you really can’t gage how this is going to go, nor had we ever spoken virtually or otherwise beforehand. I’m just basically just on a lark just reaching out to this person. And she went back and forth with me and she was just ‘let me just think about it.’ And the sad thing for her story is she was basically kicked out of her previous clinic and she was working with Starbucks. And of course as a practitioner you need to make ends meet, she has a mortgage, she has a husband, she needs to be making revenues, and she hadn’t settled in on another practice. So I said ‘well, it’s salary it’s not going to be an independent contract but here’s why it’s salary, here’s the benefits you get. And then of course you get that mentorship piece.’ And we was like ‘well you know what? If I’m going to be working hourly with Starbucks it’s a linear transition for me to now move into your office.’ I was also offering her some extra incentives for travel and giving her a travel stipend every month and she was like ‘sure, it makes sense so long as there’s some compensation for travel and time.’ And of course we took care of that.
And she has been almost immediately showed how valuable an asset she was and both of my employees; both Megan and Jackie come with a pan management, sports management background which I don’t have. And in my Oakville office, it is predominantly run by osteopaths, it’s an osteopath walk in clinic. So everyone is coming already needing that pain management. So to have Jackie there that extra skill was a massive incentive for me, for the clinic, and to have her in. and almost immediately when I let go of the reigns a little bit and she started to conduct the visits. Her ability to book people in, she single handedly help us get to that 98% booking rate because she was rebooking people in for pain management while also doing our gap protocol, which is the gut adrenal thyroid protocol. So immediately I was so thankful and so grateful and we also leaned in with Megan to really enhance her skills at the office to with cupping an acupuncture. So on both ends, by bringing on this new team member, it helped both clinics grow. It helped both of the employees really tap into their own personal talents that they have, not just cookie cutter doing what I had originally hired them to do. And had it not been for me manifesting Jackie, literally in a 48 hour period. It all went down in a 48 hour period. From when I reached out to her, to her responding back like ‘yep so long as these checkboxes are taken care of, I’m in.’ So that was huge and thank goodness it happened, because in at the end of November Jackie emailed me and she said ‘I’m really sick. I have a really bad sinus cold, I’m feverish, I have aches and chills. I’m not going to be able to come in this week.’ And so of course I’m just like ‘well F, it was like a really busy schedule and how am I going to do this on my own? And she needs to be trained, right?’ because by December 31st that was it for me. I was done, she had been trained by that time for 2 months and she was going to start seeing patients completely on her own come January 1st. and I still remember saying this to my husband, this was on the Monday I said I’m so jealous that Jackie is so sick that she can’t come in to work. Because I wish I was so sick that I couldn’t come into work and I distinctly remember saying those words. The next day, evening Tuesday night, I started developing a really bad head cold.
So we had our office party for Caledonia and all the receptionist, all the independent contractors on the Wednesday night. And by Wednesday I was feeling maybe 20% rundown, I still had a headache from the congestion, but didn’t think anything of it. Jackie was starting to feel better, so I was like ok cool. But she went and got a COVID test done anyway just to be sure. She felt that she want to at least rule that out. Wednesday night while we are at dinner with my team, the rest of my Caledonia team, all of them. I get a text message from Jackie saying she was positive. And I looked at my phone for probably 30 seconds in shock, everyone had heard me read those text message in there just like ‘oh my God. Are you ok? Don’t worry about it.’ So that very next morning I booked an appointment to get my own test on. The COVID test getting it done is not desirable, it is not fun. I didn’t realized how uncomfortable it was going to be, but I guess that’s just how they do it. So if anybody has had the test done, when someone is scraping the inside of your nose all the way up at the very bridge of your nose for about 5-10 sec. it is not an enjoyable 5-10 sec. So I was like ok it’s probably going to be fine and of course though, when you do something like this because I had a fully booked day that Saturday, so this is Thursday, fully booked day that Saturday and that was the last week of December, I was just like it’s going to be ok. It’s going to be fine, I didn’t get any results on Friday despite literally refreshing the app every 5-10 min. And then Scott was like well if you’re a positive, they would’ve let you know immediately. So it’s probably fine. I was letting go of the stress of all of that. And then Saturday morning 8 am, my results are there; big red letters positive. And I was just in shock, I didn’t even know what to do at that moment when I saw that. Because I had to go back and let my entire Caledonia team know that I was positive. Which the immense ripple effect that happens when you are the center and you think about all the people that you’ve been exposed to. It was immense, I felt and carried so much guilt with me for the rest of that week. I cried, I just felt awful that I had to let these other people know that now their world is stopping for 10-14 days. Megan stayed home, the reception we hold them of the week, our live led analyst we had to reschedule her fully booked day. I had to move all of my Saturday patients luckily almost all of them moved except for one to the following Saturday because luckily enough with Jackie, her test result came back staggered to mine. So she was going to be released 3 days earlier than me, so was able to cover. We had to move all of our in office appointments that needed to be in office in Caledonia to the Friday. Almost everybody moved to the Friday which was amazing, everybody else went virtual or reschedule to the following weeks. So we lost maybe 400 dollars and this massive shuffle that we did. If Jackie wasn’t free or available, because everything was staggered, again we wouldn’t have lost out easily on to the 3,000 dollars-worth of revenue.
Megan did the best that she could go in virtual and she stayed home, she’d also had some other potential exposures to, so she probably would’ve had to stay home anyway. But we lost worth of 600 dollars with the life blood that I had to be rescheduled. So it was just like not only was I not feeling well at all because having a congestive headache for five days is not fun when you have to do all this thinking. My adrenals were so shocked, because I was basically on my phone the entire Saturday, texting people answering their questions, telling them what to do, telling them what this means. Letting my family know so my whole family, my 2 girls and my husband they were now in quarantine with me so we had to let the school know that they were going to be self-isolating. My parents, we had to let them know that we couldn’t do anymore visits with the girls for the next 2 weeks. And they did see the girls on the Monday so I was like you what, you should probably go get tested and just be safe. So it was the guilt, the guilt was probably the toughest thing for me. I felt so incredibly responsible for everybody’s lives at that moment and shutting down their lives, making themselves isolate. Did that also mean that they are also making their entire family self-isolate. I wasn’t sure, it was an immense burden to bear, and only someone who was going through this understands what that means. It feels basically like patient zero, I felt like an absolute leper and by the end of the 2 weeks I was free to go. And public health calls you 2 or 3 times a day. So I was on the phone constantly with everybody. My mum wanted to do virtual call with my girls multiple times a day too. I was still doing virtual consults managing as much as I could. The schedule to the best of my ability while feeling sick.
Those 2 weeks were probably harder than the initial shutdown back in March, emotionally. With the initial shutdown is just basically system mode; how can we change our systems. But with that shutdown, for those two weeks which ended being like a solid week for both practices. The emotional stress that I felt was tremendous. And that emotional stress that I felt while feeling unwell immediately triggered the most insane bone pain that I’ve ever experienced to the point where I wasn’t sleeping for the first 3 days. Basically it was Saturday, Sunday, Monday I was in tears all night. Because my joint pains were so bad which was also probably a side effect from the COVID diagnosis. So anyways, we got through all of that. My girls, they had to stay in quarantine in extra 10 days because they developed their symptoms later. And so by the time Aria was able to go to school, there was already another case that shutdown her class. So we were basically all home for the entire month of December, than the prevent shutdown on Boxing Day so we couldn’t go out.
Anyway, the biggest reflection that I had was had I not taken that leap and hire Jackie, we wouldn’t have been able to continue services normal. We didn’t let any of our patients know what was going on, we just said sorry we’re not available to come in today I’ll let people know that I had a head cold but Megan were like no she was just doing virtual this week, but we do have this one in office day to do immune supports and B12 and etc. I was just so grateful to have that extra insurance policy, and so grateful to Jackie that was willing to go from one office to the other to help keep things afloat. So having this team now set up by the end of 2020, proved itself within the first couple of months to be the best thing that I could’ve ever done for my practice. For my business and really for my personal life. Now that were into 2021 and were doing homeschooling for the month of January there’s no way that my husband would be able to manage 2 kids homeschooling while I was off at work. Again, the first week of homeschooling was uber stressful because were figuring it all out and my brain just didn’t work in the evening. So while 2020 was challenging all of those challenges prove to me number 1 that the systems that we had in place were working. That we enhanced those systems to make them work even better and that I am continuously proving that I can reproduce anyone on my team including myself with all of the standard operating procedures that we’ve created and documented. So by the end of 2020 we had our rejigged our numbers that we wanted to achieve. So instead of 400 thousand, we went down to 300 thousand for the clinics. Instead of a hundred thousand we went down to 75k for online, and instead of 360 new patients we went down to 300. Just because we lost that entire quarter, so by the end of 2020 we saw and on boarded 282 new patients which was 94% of our goal. Our revenue across the clinics was $286,374 which was 95% of our 300k goal. Online brought in $65,290 which was 87% of our 75k goal, and that was money collected not revenue achieved and then our total across all businesses was $354,350 which was 94% of our 375k goal. To hit 94% anywhere is an A plus, and considering what we did to get there when we reflect on everything we did in 2020 was amazing. Now I mentioned I was going to talk about what we did with our online program. So the MHM course that we created, we try to sell it single year and individually to people in webinars or whatever. It just wasn’t selling. People just weren’t interested in buying it when they were already working with us in the office. So now what we’ve done is we incorporate it into our initial visits with our patients. We raised our rates on January 1st all of our visits up anywhere from 2-5%. And now we’re giving that course away for free and we’re putting it into our homework that we’re having all of our patients do. So I didn’t want that course to go waste, I didn’t want that to just be sitting there only for passive income. We wanted people to actively go through it, and now it’s part of our gap protocol where we will actually say go through module 1 and 2 between these 2 visits. And now 2021 is going to be all about really enhancing that gap protocol. Actually making it a program price including some non-negotiable labs and that course in now really going to help with the education piece.
So that is that! Everyone that is the 2020 in review. I am so proud of my team, I am so grateful for everything that happened over the course of those 12 months and it just set us up so beautifully for 2021. I can’t wait until this time next year to talk about how massive the next year’s going to be. END.
You guys are killer. Thank you as always for listening to the Profitable Practice Podcast. Leave me a comment, and if you have it already, I would love a review on iTunes. Definitely subscribe to this podcast and leave me a quick review! For those ready to maximize your practice, contact me at https://maximizedbusiness.ca/