Episode 13- How to Create the Ultimate Customer Experience with Rafael Salazar


Rafael Salazar

Creating the Ultimate Customer Experience

In this action-step filled episode of MYOTBiz, we learn SO MUCH from Rafael E. Salazar II, MHS, OTR/L about his consulting work and his business Rehab U Practice Solutions. Rafael is a true OT, a fount of wisdom about entrepreneurship, and an expert on how to make your business truly serve and KEEP your customers. Plus how your business should serve YOU!

For any business owner...just be clear what you want your business to do for you, rather than what you are going to do for your business. Because that’s what it’s all about. That’s why we go into entrepreneurship: to build the life we want.”
— Rafael E. Salazar II, MHS, OTR/L

We talk about:

  • How he saw a need in the market to start his current business, then listened to the market to adjust as he went.

  • How being open to new opportunities and networking on LinkedIn created a whole new side of his consulting work…and introduced him to his current business partners on a new endeavor.

  • Creating a self-hosted learning platform for online courses that his business is developing. (I ask a bunch of questions about specifics of this…)

  • How to make decisions about spending early in your business.

  • How to KEEP customers (patients/clients/whoever you serve in your business!) and why that is EASIER than finding NEW ones!

  • Why relationships are central to our lives as business owners.

  • Process of care…what happens when a person enters your practice (or a customer engages with your business)?

  • How to create conversations during your customer inquiry calls that actually transfer to paying customers)

  • The 4 conversations happening on an inquiry call: probitive, qualifying, value, closing.

  • Why you should have conversations with customers about their “desired future state.”

  • Working with a team of people when starting a business…start-up funding, collaboration, etc.

  • Why ALL business owners should be considering online revenue streams!!!

  • How you can create your business to serve YOU and the life you want as an entrepreneur. (Rather than the opposite: being a slave to your business.)

Resources mentioned in this episode:

Ready, Fire, Aim by Michael Masterson

The Business of Expertise by David C. Baker

Win Without Pitching by Blair Enns

(Amazon affiliate links…I’ll get like 50 cents or something if you buy through that link, at no extra cost to you.) 😂

Want to connect with Rafael? He has created special resources just for MYOTBiz listeners! Click here to get free resources & downloads plus Rafael’s best articles about patient relationships and engagement. Best of all, there's also a link to a free 30-minute consult call with Rafael! These offers are only available through December 31, 2019!

Thanks for sharing your wisdom with us Rafael, for your generosity to our MYOTBiz listeners, and for all you are doing for our occupational therapy profession!

Here’s how to connect with Rafi.
Business website: https://rehabupracticesolutions.com
Twitter handle: @RafaelSalazarII
Facebook page: https://www.facebook.com/RehabUSolutions/
LinkedIn profile: https://www.linkedin.com/in/rafaelsalazarii/

Check out Rafi’s company’s PODCAST launching mid-October! The Brighter Futures Podcast will be all about how to build brighter futures for people with developmental disabilities.

Episode 12- Erica Schuppe on Growing a Trauma-Informed Multidisciplinary Pediatric Practice


Erica Schuppe

Growing a Trauma-Informed Multi-Disciplinary Pediatric Practice

Erica Schuppe is the owner of Wild Roots Therapy in Billings, Montana. Her multi-disciplinary practice includes occupational therapists and a counselor who use a team-based approach to support families with children who have experienced trauma. In this episode, we learn how Wild Roots stays sustainable even with a clientele consisting of 80-90% Medicaid clients! Erica shares all about growing her practice and how she feeds her own soul as an OT entrepreneur. In this episode, Erica shares:

  • How her experience as a foster and adoptive parent influenced her work as an occupational therapist

  • Her training in the Neurosequential Model of Therapeutics by Dr. Bruce Perry of the Child Trauma Academy

  • How she manages a practice taking 80-90% Medicaid clients.

  • How you should research what Medicaid will reimburse in your state before you start a private practice.

  • How Erica supplements her clinic-based income with presentations, assessments, and consulting.

  • How she re-branded her business after many years in private practice as a solopreneur to a whole team under the new name: Wild Roots Therapy in 2018.

  • How she chose the name for her business (always a fun story to hear from an entrepreneur!).

  • How she doubled her space and her staff within 18 months of re-branding!!

  • Communication in a multi-disciplinary office.

  • How business coaching has played a role in her development as an entrepreneur.

  • Keeping a growth mindset as a business owner.

  • Erica’s number one tip for getting un-stuck as an entrepreneur.

  • How Kate Northrup’s book “Do Less” inspired her work.

  • Time being your most valuable commodity…and why you should hire people to help you!

  • How the intake process works at her practice.

  • The benefits and caveats of electronic medical records (EMRs)

  • Why you should get your finances in place the second you start your business.

  • Why hiring the right people is key in managing a business.

  • How to have good boundaries and open-hearted communication with your staff.

  • Why being a fieldwork supervisor can generate some of the best employees for your business.

  • How you can use the Enneagram to build and balance your team in your business.

You can check out Erica’s practice at www.wildrootstherapy.org, follow Wild Roots Therapy on Facebook, or connect with her on Instagram @wildrootstherapy

Thanks for coming on the show Erica and sharing all your wisdom with the MYOTBiz listeners!

MYOTBiz Listeners! Weigh in here! I have NO idea if people actually read these blog posts. Will you just make a one word comment below (like: YES!) to let me know if you read these show notes? I WANT to keep doing it if people are reading! TELL ME WHAT YOU WANT! I love you all and am thankful to you for listening! 😘

Episode 11- Building Multiple Streams of Income with Kelly Beins


Kelly Beins

on Building Multiple Streams of Income as an O.T. Entrepreneur

This rock-star occupational therapy business owner is building an empire! :)

Kelly Beins is an occupational therapist and owner of Occupational Therapy Consulting, LLC in Frederick, Maryland, and the author of the Ovis the Sheep books that make learning about sensory processing FUN for children and families. She’s also working on designing telehealth opportunities for clients and developing online courses in the future too! Kelly shares so much wisdom in this episode about starting and growing her business. Grab your pen and paper, or be prepared to take notes on your phone! We cover the following topics:

  • Starting small and being fiscally responsible as you get started

  • The importance of personal connections and relationships in business…how Kelly found a publisher for her first book.

  • How her idea for her book grew out of her practice and how it solves a problem for parents.

  • How her practice always includes parents in their child’s treatment sessions in a “parent partnership” model.

  • Kelly’s expert tips for managing a treatment session with the parent present along with the child and how to manage parent expectations about therapy.

  • Kelly’s succinct and clear approach to conducting a client intake call that is efficient and effective in booking clients…and how to regain control of an intake call when it is going way too long. :)

  • How she rents clinic space for additional revenue.

  • What other business ideas she’s working on…

  • Kelly’s wisdom on how to grow your business sustainably (this is around the 50 min mark)

  • What Kelly’s work week looks like as a successful clinic owner (hint: she block schedules!!! and has structured her schedule to have very minimal direct service responsibilities)

  • Kelly’s favorite business podcasts and books:

    • The Life Coach School Podcast (love/hate relationship with this one) :)

    • Small Business Boss Podcast

    • Biz Chicks Podcast

    • Anything by John Maxwell for mindset

    • Book: Start with Why by Simon Sinek

    • Book: Good to Great by Jim Collins

    • Book: This I Know by Terry O’Reilly

    • Book: You are a Badass at Making Money by Jen Sincero

    • Anything by Brene Brown

  • The biggest fail-learn Kelly’s experienced in her business and how it caused cash flow to suffer and caused stress and what she learned from it.

  • Kelly’s advice about hiring a good team. Surround yourself with good people!

Thanks for coming on the show and sharing your wisdom with OT business owners, Kelly!

Kelly’s clinic website, Occupational Therapy Consulting, LLC: https://www.otc-frederick.com

Kelly’s clinic website, Occupational Therapy Consulting, LLC: https://www.otc-frederick.com and Facebook page: https://www.facebook.com/OTCfrederick/

Kelly’s Instagram: @kbeinsOT

Ovis' webpage: https://www.otc-frederick.com/ovis-the-sheep/

Ovis’ facebook page: https://www.facebook.com/OvisHasTrouble/

Episode 10: Making Sacrifices for Long-Term Business Goals- Mindset Matters!

This was my first impromptu solo episode where I share an epiphany I had in a random conversation with my sister about sacrificing as an entrepreneur in order to grow your business.

Delaying immediate gratification does NOT have to feel like a sacrifice if you keep the end goal in mind! Mindset matters.

If YOU need help figuring out what is needed to launch or grow your business, I can help…now that I have more time for more business coaching clients! :) Click here for info on how to book a FREE 15-minute consult call with me to get started taking ACTION!

Cheers to your growth and success as an entrepreneur!

Episode 9: Adventuring into Nature-Based Therapy with Bradley Williams


Bradley Williams: Adventuring Into Nature-Based Therapy

Bradley Williams is an occupational therapist in Adelaide, Australia. His fabulous business, Naturally Gathered, offers pop-up nature playgroups for children and families. Brad is also venturing into offering nature-based occupational therapy services for children, and he had some questions he wanted to ask me about business start-up of a nature-based OT practice. So OF COURSE I asked him to come on the podcast! And he graciously agreed. You’ll hear about Brad’s nature-based practice, and then we turned the tables and he asked me a bunch of questions. I hope our conversation may help all of YOU who are interested in nature-based therapy!

Here’s the rundown of some of what we covered!

  • The three goals of Brad’s nature-based business, Naturally Gathered

  • How to slowly start your business on the side of your current work

  • How to focus in your nature-based therapy work

  • Why you need a theoretical framework for nature-based therapy

  • Tips for screening kids for group placement in nature-based therapy groups

  • Why a mix of kids with different needs in a group is best. (Look up Pamela Wolfberg’s research on Integrated Playgroups for children with autism.)

  • I again mention Occupational Adaptation theory...my favorite OT theory because it applies to all of LIFE!

  • The assessment and intake process at Outdoor Kids OT

  • Why you need to focus on 1-2 goals for children who are in nature-based OT small-groups

  • Goal-attainment scaling- why it helps you focus on the ONE most important thing you’re addressing in therapy

  • Liability insurance for nature-based therapy (it’s a “community setting” everyone!)

  • How to help parents understand healthy risk-taking in nature play

  • Why training is valuable when starting out in nature-based therapy 

  • How to get awesome, engaged volunteers to help you with your nature-based therapy groups

  • Brad recommends Seth Godin’s books on marketing- focusing on the customer and offering VALUE to them. (Why it isn’t bad to make money while serving people!)

  • Last tip: I highly recommend Meet Edgar for social media management. It frees up SO much time as a business owner, especially in the early days of managing it all on your own! Use this referral link to get $10 off of Meet Edgar.

Go learn about Naturally Gathered and read Brad’s blog- good stuff there! www.naturallygathered.com.au

You can also connect with Brad on Facebook and Instagram @naturallygathered

🌿P.S. If YOU want specialized training to begin offering nature-based therapy in YOUR practice with children, join us at the inaugural Therapy in the Great Outdoors Training Retreat, Nov. 2-5, 2019 in Soquel, CA. $100 off early registration until July 15 with code EARLYBIRD. 🐦

Episode 8: Serving Others by Starting a Podcast and Membership Site - Interview with Mandy Chamberlain!


Mandy Chamberlain, MOTR/L

“It’s those connections with people that get lost sometimes because we’re in business mode…it really comes down to serving from the heart…really trying to be a good businesswoman…serving my clients…and being true to myself.”

OT Entrepreneurs! This was the BEST interview. Sooooo many great business tips from Mandy Chamberlain of Seniors Flourish and the Learning Lab!  I simply can’t list how much I learned from this rock-star online OT business owner.

 Here’s a run-down of what we discussed:

5:00 The start-up story of Seniors Flourish 

6:20 Mandy dispels the online business myth of “if you build it, they will come!”

7:10 How building a relationship online and supporting others can boost your business…and possibly make you start podcasting. Don’t be afraid to just try!  Everyone has doubt in new endeavors!

10:45 Why you must figure out who your audience is, speak to them, and know where they hang out on social media.

13:40 Amy Porterfield’s trainings were helpful.

16:50 How Mandy started the membership site by focusing on connections, building an email list, and SERVING OTHERS. LISTEN to the questions your customers are asking when you are first starting out! Be open to feedback, growth, and change.

23:40 Pricing- why she decided to price her membership site at a low rate for the extremely high value it offers her customers. [Laura oohs and aahs over the site at this point and encourages everyone to go check it out.  Crazy deal for the value she offers.  Unbelievable!]

29:00 She built her own website!!!!!!!  Mapped it out on paper first and then taught herself to code and used Wordpress plug-ins to design what she wanted.

31:09 “The Membership Guys” podcast was helpful.

32:20 How you can build your business by thinking about who you’re serving and what THEY want. 

35:00 Why doing online business is STILL WORK (ie, not “passive” income).

36:15 How Mandy organizes her time and tasks each week. 

37:14 Why entrepreneurs truly love working and have a tendency to over-work.

39:00 Mandy spills the beans that she hates marketing. [Laura’s comment: What?? But she’s SO good at it!]

40:00 Mandy’s marketing: email lists, free webinar with an offer at the end, FB lives, “challenges”, Instagram.  (Focus on connection!)

42:15 The webinar that didn’t go as planned…and what Mandy learned from it.

45:06 Discussion about email funnels

48:15 Mandy gives tips for doing Facebook Live.

50:25 Why you should let people see behind the scenes of your business on social media. Get outside of your comfort zone! 

51:45 Tips for scheduling Facebook Live [Laura’s comment: I gotta start doing these!]

53:45 Why you may not need a super pretty logo and website…

56:40 Why you should take one small step and just do it!

57:45 Why you should listen to your customer and hold your own ideas loosely.

59:45 The one thing that most improved Mandy’s effectiveness as a business owner.

My favorite quote from the interview: “It’s those connections with people that get lost sometimes because we’re in business mode…it really comes down to serving from the heart…really trying to be a good businesswoman…serving my clients…and being true to myself.”

 I love Mandy. I was a fan of hers before this interview but now I just feel connected to the heart behind her business.  Don’t you?!  After the interview I found out she has like 13,000 followers on Instagram. So now I feel like I need to have her back on to do another episode JUST about Instagram and OT business!

Connect with Mandy at www.seniorsflourish.com and check out the Learning Lab! You can also find her on Instagram @seniorsflourish and Facebook.

Pick an action item from this episode!  I’m going to try a FB Live (am terrified but I’m going to do it!)…what small step are you going to take? Comment below in one sentence or less!

P.S. If you’re looking for information about the Therapy in the Great Outdoors retreat that I announced at the end of this episode, click here.

Episode 7: My $10,000 Mistake (a.k.a. What NOT To Do When Starting Your Business)

You know that old show “What NOT To Wear”? Well this episode of MYOTBiz is the OT business podcast version of that show. Here’s my list of what NOT to do when starting your business. A few of these I learned from experience (you’ll hear about my 10K mistake…I’m SO embarrassed to admit this one…and honestly, thought about editing it out of the recorded podcast more than once. But I kept it in to stick by my promise to always be honest with you all, even if it makes me not look good.)

(Links are Amazon affiliate links- MYOTBiz is not monetized right now- it is a labor of love, so if you purchase any of these books, please go through the link! Gives me a tiny bit of income at no additional cost to you. Thanks!)

Drum roll please…..the 9 Things NOT To Do When Starting Your Business:

  1. Don’t offer too many types of services. The riches are in the niches, folks...and so is your sanity.  Start by offering ONE really good service and DON’T start another until that one is successful (or totally bombs).

  2. Don’t hire quickly.  Sometimes we are growing (a good thing!) and get desperate for help.  Hiring quickly just to fill the opening will usually be twice as much work in the long run.  Slow growth is not bad.

  3. Don’t think you can do your books on your own. YOU CAN’T.  Run, do not walk, to hire the nearest bookkeeper or accountant who can help manage your finances.

  4. Don’t price your services too low.  People value what they pay for.  We are all helpers by nature and want to help people.  If you want to give away services, offer scholarships...but keep your prices high so people will value your services.

  5. Don’t pay for an expensive website or logo.  I spent way too much on mine and almost immediately regretted it, even though I love it.  There is no way to tell if it was helpful to my business, but in retrospect, I think learning good copywriting is MUCH more beneficial than a pretty website or logo. Read “Building a StoryBrand” by Donald Miller and “This Book Will Teach You How to Write Better” by Neville Medhora. DIY website builders work great. I recommend Squarespace for aesthetics and for ease of use.

  6. Don’t wait to manage your cash flow. I’ve said it once and I’ll say it again: read Profit First by Mike Michalowicz.  WISH I had done this when starting out!!

  7. Don’t buy expensive equipment you don’t truly need. Constraints make us more creative.  Ask yourself: “Do I really NEED this?” before every business purchase. (Which, you might notice, I SHOULD have done before paying designers for a fancy website and logo.) :)

  8. Don’t be afraid to consult a lawyer. You must ask a lawyer if you’re in doubt about any legal issue. Get a good referral to an honest lawyer, ask your question(s), cough up the $300/hour, and move on with confidence that you’re legally in the clear. Here’s the NOLO Press book I used to set up my California corporation.

  9. Don’t be afraid to spend money on a business coach when you are just starting out. This was extremely helpful to me in the early years (and NOW…just did a session last week with a business consultant to advise me about scaling and expanding my business to multiple locations in different states.)

Will you be honest and share a mistake you’ve made in your business start up? What did you learn from it? Comment below!

Episode 5: How You Can Maximize Your TIME as an Entrepreneur- Part 3 of 3!

Make sure to listen to episodes 3 and 4 for the first two parts of this series on Time Management Tips for the Entrepreneur. Today we have our final installment in the series with 4 more tips, so let’s jump right in!

7.  Don’t try to be an expert in things that you aren’t or that you don’t enjoy doing. Delegate!*

*None of these are affiliate links- just services I use and enjoy.

Canva- free graphic design site to make your own logos, social media posts, flyers…IF you’re good at it and enjoy it!

Here are some online places you can outsource almost any design, editing, or administrative work:




·   Don’t try to do your own bookkeeping (unless you were a bookkeeper before you were a therapist!).

o  Affordable bookkeeping, accounting, & tax preparation: Mazuma

8.  Know when to hire help.

Here’s a photo of the list my business coach helped me make when I was feeling completely overwhelmed as a business owner! 

AHHH!! How was I even doing all this? (Probably not very well…ha ha!)

AHHH!! How was I even doing all this? (Probably not very well…ha ha!)

One thing you can try (that I didn’t mention in the podcast) if you are at this point of business ownership, is to do what Christina had me do on this poster: Make a BIG list of everything that you could outsource. This will help you get started to actually finding someone to do the work, because you’ll be able to tell them what exactly you need help doing.

The genius admin brain and business manager behind Outdoor Kids OT is Nicole Storms of Your Admin Solution. Call her if you are drowning and need help! She is so much more than gifted at administrative business tasks— she has the brain of a business owner, is relentlessly positive, and really partners with you in growing your business.

9. Work smarter, not harder.

I know this is kind of a catch phrase, but there are definitely ways we can do this…and Occupational Adaptation theory explains how!

Occupational Adaptation (OA) theory proposes the primary aim of occupational therapy is to increase a client’s relative mastery and adaptive capacity.

Relative mastery = effectiveness, efficiency (which we’ve been talking about in this series!), and level of satisfaction to self and others in completion of occupational tasks/challenges.

Adaptive capacity =

  • Noticing the need to change.

  • Sufficient psychosocial, cognitive, and sensorimotor skills and resources to meet occupational challenges.

  • Ability to problem solve to meet future occupational challenges.

Screenshot 2019-05-08 18.37.09.png

A summary table of Schkade & Schultz’ Occupational Adaptation Theoretical Constructs of Primary & Secondary Energy (We NEED to know when to use each to be efficient business owners!)

Schkade, S. & Schultz, S. (1992). Occupational adaptation: Toward a holistic approach for contemporary practice, part 1. American Journal of Occupational Therapy, 46(9), 829-837.

I LOVE that OA theory applies to our work as business owners and as occupational therapists. I could go on and on…but the main takeaway from this review of OA is that our efficiency affects our relative mastery as business owners! Putting one or more of these tips into action can make you a better entrepreneur…and improve your ability to adapt in the face of future challenges as a business owner!

And finally:


Do not…I repeat, do NOT….let your work take over your life so much that you lose your health or happiness. That is NOT why we became business owners. This is an efficiency tip because if we take care of ourselves, we will be more effective in our work. So decide what healthy habit you want to start doing and get started. Personally, for me it is exercise. I must move my body every single day and I do this consistently (even though I’m not an athlete by any means). I could be better at 1.) eating less sweets and 2.) giving my husband and children the love and attention they deserve for supporting my crazy endeavors. Prioritizing those changes would likely make me more efficient as a business owner because I’d be happier and more balanced.

So here is the final list in all its glory. What are YOU going to take action on today?

Time Management Tips to Empower & Equip YOU as a Savvy & Successful OT Entrepreneur 

1.  Get it all out of your head! Have a SYSTEM for managing to-do’s.

2.  Establish your top 3 must-do’s each day.

3.  Time block your schedule.

4.  Do the right task at the right time of day.

5.  Use a timer to track how long tasks actually take.

6.  Shut off notifications on your phone and computer while you are working.

7.  Don’t try to be an expert in things that you aren’t or that you don’t enjoy doing. Delegate!

8.  Know when to hire help.

9.  Work smarter, not harder. (OA theory tells us how to do this!)


Episode 4: How You Can Maximize Your TIME as an Entrepreneur- Part 2 of 3!

Make sure to listen to episode 3 for Time Management Tips #1-3. We’re diving right into #4-6 on our Time Management Tips list this episode!

4. Do the right task at the right time of day.

·     When: The Scientific Secrets of Perfect Timing by Dan Pink

5. Use a timer to track your time so that you stay honest about how long tasks are taking you.

·     Toggl Time Tracker app

6. Shut off notifications on your phone and computer while you are working.

·     Brain hack: Shut off notifications, then do focused work, and reward yourself with the dopamine hit of checking Facebook, Instagram, or your own preferred social media or technology reward. J

I’ll be back in 2 weeks with the final episode in our Time Management Tips series…in which I may or may not have applied an OT theory to time management as a business owner. If the word “theory” scares you…DON’T let it! I promise it is NOT boring! ANNNDDD….I’ve scheduled the first interview for the MYOTBiz podcast! But it’s a surprise who it is…so stay tuned!