Radio Front Desk

Most replayed of 2025

• Jane.app • Season 2 • Episode 29

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Happy New Year and happy one year of Radio Front Desk!


We’ve spent the past year talking with clinic owners, practitioners, and leaders about what it really takes to run a health and wellness business. And when we looked back, we realized there were way too many helpful episodes to keep to ourselves. So, we rounded up some of our favourite moments from these conversations and stitched them together for you.

In this “most replayed” episode, you’ll hear:


So if you missed any of these conversations, or if you just need a reminder that you’re not alone in this work, this episode is a great place to start.

Guest Bios


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We’re starting with a quick way for patients to show you what’s bothering them before they arrive, and adding the body chart part to your intake forms. Plus, we’ve rebuilt our Fullscript integration to work more smoothly within Jane, and let you make the most of everything Fullscript has to offer. 

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Disclaimer: This podcast is for informational purposes only and should not be considered as professional medical, legal, or financial advice.

The views and opinions expressed in this podcast are those of the guests and do not necessarily reflect the offi

Year In Review Setup

SPEAKER_04

Hey there, I'm Denzel Ford, and you're listening to Radio Front Dusk. This episode, we're doing things a little differently and looking back at some of the most memorable moments from 2025. The year was filled with some incredible guests and stories that really stuck with us. And we've stitched together some of our favorite clips to share with you. Let's get into it with a clip from our episode on June 3rd with Jane's co-founder and co-CEO, Alison Taylor.

SPEAKER_01

What makes a good practitioner? A great practitioner? So there's sort of like a personality side to being a good practitioner. And sometimes I would interview people right out of school, and I'd be like, I know that you're gonna be great. You're gonna be engaging with patients, you're gonna build relationships, and people are gonna want to come back to see you. And the confidence does roll into that. So why do why is a confident practitioner a better practitioner? And part of it is just their ability to make people feel cared for and to have an opinion on care and then to get people to come back, which so a lot of times people think that you need to be good at advertising or and you do have to, when you launch a practice, you do have to let people know. Like people need to know you exist and you need to get your initial customer base, your patient base. But really, every small business and any service business, most of your business will come from word-of-mouth referrals and repeat business. And what creates that environment is a delightful and effective service. So it means that when they come in, they're feeling they're enjoying the experience of being coming in, even if it's when they're in pain or not doing well, and that you are actually helping them get better. And I find that one of the places that I've noticed practitioners, the lack of confidence can affect that is practitioners who don't know that they're the experts. Like the patient coming in is not the expert, you are the expert. And when someone comes in, they want to be cared for. And in this, I think in this world in particular, we don't get cared for a lot. And most of us are actually doing a lot of caring for other people. And so, no matter what discipline you are, when someone comes in, you are creating a space where you get someone can feel cared for. And I think that's really a magical place to start. Like when I was working the front desk, it used to drive me absolutely up the wall. When someone would come out and I'd say, When, when does you know, so and so practitioner, want to see you again? And they'd be like, Oh, I don't know. Like, I don't know if I'm supposed to come back. I don't know if they want to see me again. And one of my pet peeves is always just like, oh, just if you think you need it. And I'm like, that person does not know the answer to that question. They want you to say, here's when you should come back, and here's when you don't need to. Like, what does if you think you need it even mean? And so I would have to go back. I'd like knock on the door, I'd be like, when do you want to see this person again? Because part of feeling cared for when someone's an expert is knowing what am I supposed to be doing here? What are the next steps? And so there's a couple of reasons I see people not having confidence in that. One is healthcare providers often feel like, I'm going into this because I want to help people. And sometimes there's a bit of a rub against the financial side of that. I'm like, well, I don't want to tell them to come back if they can't afford to come back. And I'm like, they can make that decision.

unknown

Yeah.

Word Of Mouth And Clear Next Steps

SPEAKER_01

You just need to tell them this is what's going to be the best, or give them multiple options. Like, here's what I would think would be the best possible outcome. But here's if you want to do some more of that at home instead. And then here's if you really, whatever. You give them options if you need to, but people want, people want to be cared for.

SPEAKER_04

Next, we have a clip from our August 1st episode with Dr. Manju on how to build clinic systems that scale. I want to start with what you called your career-defining moment, the day your front desk staff gave notice. Absolutely. Can you take us back to that moment and talk a little bit about what it felt like and what happened?

SPEAKER_02

It almost brings back a little PTSD, I will have to say that. I had been running my practice for a couple years at that point, and I had some part-time staff, but we hadn't really built a solid relationship. I think it was three years in. I said, yes, I can finally afford full-time. Like, let's do this. I'm ready to take some burden off my shoulders. I'm ready to grow the team, and I need some assistance. And I decided to hire a clinic manager. And so this person ended up being such a good friend of mine, loyal relationship. She would be sort of my sounding board for personal things as well as professional. And about six to nine months in, I found out I was pregnant. I went for a three-month MAT leave and came back with a newborn at home. And I remember very distinctly two weeks after I had come back, she pulled me into my office and said, I'm very sorry, but I have to leave the practice. And that rush of emotion, I don't even think I felt that on my wedding day. Like I am not kidding, right? I think I tried to keep my emotions in, but it was a complete meltdown that I had, unfortunately and fortunately, in front of her because she had carried the clinic while I was on the Mat Leaf. She was really good with people. So I didn't have to worry about the HR part of it. I thought, oh, everyone's gonna stick together, we're gonna grow together. And that notice it really unraveled a lot about my leadership style and lack of leadership style. And it also made me rethink like, this is not a business, this is just me running the show. Two different things. Wow. So it was pretty impactful.

SPEAKER_04

I mean, also just the self-reflection that you're describing right now. It I don't think that's an easy thing to do. You know, it's much easier as human beings to turn it on the other person, but yeah, to notice that whatever was happening with that person was probably a reflection of how you were showing up.

Dr. Manju’s Wake-Up Call

SPEAKER_02

Absolutely. And she was a giver, right? So it was sort of, yes, I can say yes to everything. You know, that person that almost becomes like your family. Yeah. And I think I cautioned, like it was a pivotal point for me too, because I said to myself, like, yeah, your your work colleagues, you know, we always say like they're like your family, they're like your family. But you have to really be cautious with that statement. And they're not your family. And there should be boundaries. And if you don't set those boundaries, they're going to say yes, yes, yes until their boundary is we're leaving. This is too much. Yeah. And that was huge for me. Yeah. And I realized it was more of a one-sided relationship where I felt like she was my sounding board when I when I reflected, how much did I really know about her? Yeah. And so again, that brought up a lot about my own leadership style and saying to like, I really need to break it down to make it beautiful again.

SPEAKER_04

Let's jump to a clip from our episode on December 3rd where we chatted with Herd CEO Andrew Reason on finding your confidence in year-end accounting. I remember reading something on your website where you described tax planning as a kind of delayed gift. Would you tell me more? Where did that idea come from and why is it important?

SPEAKER_00

So let me reframe that maybe in a different way. I think it's a proactive opportunity, would be the right way to think about that. And accounting is something that you can take a step back and look at as a whole and be like, holy smokes, there's all of this SHIT that I like have to figure out. There's a perfect way to do a process. And if I do that process perfectly, then I'm gonna get to the end of the year and it's gonna be really, really easy. And then like it's all good, and then you think about all those things, and then you're like SHIT again, like I don't have the time to do that because I'm a clinic owner, and so my goal today is to hopefully debunk some of these things and some of the like easiest steps that we can take to make uh when we get into the holiday season taxes and accounting to feel like a gift.

SPEAKER_04

What does it look like to actually start building those new habits?

SPEAKER_00

I think the first thing that I want to say is like just jumping in and starting to work on something like this is just a lot and is incredibly overwhelming. And you shouldn't have the expectations that like you've listened to this podcast with Andrew and Denzel, and then like all of a sudden I'm an accounting expert, and like I'm gonna do all of these things tomorrow. And if there's one small takeaway from this, go and learn about a new topic and figure out if it's something that you can apply into your life. But the best thing that you can do before you do anything else is just starting to track and starting to look at your finances on a very regular basis.

SPEAKER_04

Next up is a clip from our April 8th episode with Melody Taylor, Jane's growth and development coach, where we talk about learning to lead.

Boundaries, Leadership, And Retention

SPEAKER_05

I've always loved the definition of leadership, that is it is simply getting things done through other people. Uh and more recently, I've talked about uh it no longer being my hands doing the work, but I'm leading the hands of others or guiding the hands of others. And I found that to be really helpful because so one of the biggest hurdles, I think, for everyone that transitions into leading others is our Western society. Most of us who get into leadership roles, it's because we we were really good at doing the work. And when it was our hands doing the work, we were really amazing at it. And when you transition into leadership and start making that transition and guiding the hands of others and having them do the work, that's really hard sometimes to let go of. But it's essential because just really practical terms, you have two hands. You have a team of five people, how many more hands is that?

SPEAKER_04

Yeah.

SPEAKER_05

So usually what comes with leadership as well is uh an in increase in some sort of scope, right? The expectation of what can be achieved when you have a team is bigger. Right. And so if you stick with that notion of I have to be in control, I have to have my hands and everything, then you by definition limit what's possible in that entire team.

SPEAKER_04

How do you coach somebody on letting go like that?

Accounting As A Proactive Gift

SPEAKER_05

Yeah. Yeah, that's a great question. That's a great question. I mean, honestly, I think what I try to do is ground in what's actually happening. So what is it that they want to see happening, uh that what they want to achieve, and is what they're doing right now achieving that? Right. It's usually pretty clear that it isn't. Right. Uh and if it is, then why are we having this conversation, right? Yeah. So being able to get people to really think about their own situation and they're you're saying you're needing this, and you're saying it looks like this right now. What's the nature of that gap? And what's what do you think needs to happen for that gap to be closed? Now, one hurdle I think that can sometimes come up is um people will want to focus on what they get other people to do. So as a leader, I have a team that I lead and I want Joey to do a better job in this area. How do I get them to do their job better? And I think you maybe experienced this work that we we did together. My first question will be would always be okay, well, so how are you interacting with Joey? What what have you done to help set those expectations, clarify them, motivate them, create the conditions for them to do that work?

SPEAKER_04

Yeah.

SPEAKER_05

And there's a lot of this is why so much of coaching uh is about self-awareness building and what's going on for you internally. Because if you if you can really get grounded in that and work on that, it's tremendous the impact, the ripples that that starts to have on the people around you without you actually having to go say to Joey, I need you to do this differently. Right.

SPEAKER_04

Rounding out the show, we've got a clip of Roxanne Francis from her November 4th episode on shame and self-doubt as a clinic owner. So in your playbook, another line from it is other parts of my business I feel embarrassed about. Can you walk us through what you can learn from going through that exercise?

Build Habits And Track Finances

SPEAKER_03

Yeah, because sometimes we have this, we have this feeling inside, this negative feeling, and we can't quite put our finger on it, right? And sometimes we show up in spaces and we talk and we laugh, and we think to ourselves, well, I'm not gonna tell anybody about that thing. I'm gonna keep that part a secret. And it goes back to the piece about shame is like mold, it grows in the dark, right? So when you ask yourself, okay, what is that thing that I don't really want to tell anybody about? It's like me when I was working with a financial strategist, right? I didn't want to tell anybody that I was just couldn't manage financially. It felt like you're a bad business owner, right? Um, you don't know how to count. What's wrong with you? Right. And so I was really embarrassed about that. And so the thing that you're embarrassed about is a thing that needs to be addressed. Right. And but the more you hide it, the more we're not addressing it, and the worse it's gonna get, and the worse you're gonna feel. So really check in and like give yourself like this hand-to-heart moment and say, okay, let me just do some introspection. What is this thing that I I keep wanting to hide from everybody? Okay, who can I trust with this information? Because you have to get it for you have to get it outside of you. You have to speak to it. There is a uh a neuroscientist, uh Dan Siegel, who says you have to name it in order to tame it, right? If you don't, if you can't, if you can't identify what it is and speak to it, then we can't fix it. Right, right.

SPEAKER_04

There are people out there right now who are actually in a rough season, maybe feeling shame, uh, isolation, or like they're falling short. What would you say to one of those people?

Learning To Lead With Melody Taylor

SPEAKER_03

I would say that you are, first of all, you are doing the thing. The only reason that you recognize that you're falling short is because you're actually actively out here doing the thing. Right? So, first of all, hats off, all the applause for being out here doing the thing. Because if you weren't trying, you wouldn't have had any reason to fall short. Um, second of all, understand that business is hard. Many of us went to school for whatever discipline it is that we're practicing, and they never taught us how to run a business. So you are literally, how do they get what did they say? Building the plane as you're flying it, right? Like and loving it. And so you're gonna have hiccups, right? You're not a bad person. You're not an incompetent person. Reach out for some support. There's no shame in asking for help, right? Um, you'd be surprised at how much your business can take off once you have the right support. That's it for today's episode.

SPEAKER_04

If you've heard anything that made you pause, laugh, or nod along, go check out the full conversation. You can find the links to these episodes in our show notes. And if you've got a personal favorite from the year, let me know. There's more coming in 2026, and I'm so glad to have you along for the journey. Thanks for tuning in, and we'll see you next time.