This past week I had conversations with two dentists, both struggling to find great team members.  Each dentist, their desk was piled high with paper’s to review, documents to process and signatures to be made.  Both are very successful clinicians and production goals are being met.  We revisit every month to see if we are on target with the vision.  I watch as some dentists struggle to stay afloat because of the inability to say “No” and mean it with their feet.  Boundaries with team members can be very challenging!   Most all of the senior doctors, I would say 60% do not have technology in the practice. There is still a film processor and paper charts.  The younger dentists do not have an understanding of a practice that operates without technology.  What I have found in many of the successful transitions, there are certain technologies that the senior dentist has purchased, with a plan to move forward when a new associate transitions into the practice.  That way the learning curve, and the new challenges that come from technology, will be minimized for the senior dentist.

If you are thinking about your own practice, the way you think of a patients’ mouth, what does the current situation look like and what do x-rays reveal?  You probably are like the typical patient in the fact that you think you know but until someone shows you ….you really don’t know. I believe the best place to begin is with the exam is in the clinical area of your practice.  The clinical area is exactly like the occlusal shot from an x-ray perspective.  In certain cases the occulsal view is very important to have. So are photographs, serial / model numbers and inventory of equipment in established dental practices. There is a system in processing a patient through the office. If a “cusp” is fractured, and patient is pain is without pain it still will become a priority over whitening for the dentist…..maybe not the patient.  Put this same type of situation into your hands doctor with a 25 year old compressor. When parts are no longer available and it is working fine but the potential….crack is there.   Having it not start on the morning of a $25K case that is seated in your reception area, is not something you want to discover at that time.  This past weekend, I received a call on Saturday morning, the compressor would not turn on.  The total production that had to be rescheduled was $15k.  We cannot afford to have a ‘cracked cusp’ on our compressor. Thankfully, I had an exam, study models, photographs and treatment plan for the office.  I had several months before advised the dentist of the potential challenge that he was faced with.  As fate would have it, I used a scenario of being open on a Saturday and having to reschedule patients because we do not have access to qualified technical support.

So what should a dentist do to receive a diagnostic exam and treatment plan for their practice?  As with everything in this life…. it begins with a relationship.  Hopefully, if you are an established practitioner, you have had a relationship for years with your merchandise and equipment supplier.  This person should have an in depth understanding of you and your practice.  The long term vision for your practice is the key to everything that your supplier does with regards to serving you.  They should know you like a book.  To be able to anticipate your needs is the one of their greatest assets.  You as a dentist truly understand the power of your team members being able to anticipate.   If you are interested in a list of questions used to interview this “relationship” for diagnosing “The Dental Practice”, please contact me.  There is one thing I can tell you for sure that this person is not, and that is a salesman.  This person should be a mirror reflection of you.  They will be with you, as you are with your patients. The treatment plan that you recommend is hopefully always in the best interest of the person being served. You will be searching for that provider of service that is looking at you as a patient for life.

The beginning of a great clinical exam for your practice begins with x-rays (photos). Over the years, after viewing the photos of the dental practice, the comments from the doctors are amazing.  Very similar to the same response patient have with intra oral cameras.  “Oh wow….I didn’t realize how that looked!”  “”I wonder how long that tile in the ceiling has been spotted?” The areas in the reception area that are out dated or worn.  Comments like these are what I hear the most.  The doctor gets to see the practice from the eyes of his/her patients.  It is a most informative experience.  The cabinet clutter, the cords that hang everywhere.  We become so comfortable with the familiar in where we work that we really don’t see things the way our patients do.     I am a constantly looking, listening, smelling, sensing….how does this practice appear to the patient.  If my success is totally dependent upon the success of the dentist, which it is, then I should be very concerned about the patient experience.  The dentist can buy cotton rolls, dental chairs and units from me but if he/she cannot pay for the purchase….. we both loose.  Each dentist must be successful in their own vision.     So after the photos of all equipment and work surfaces have been taken as well as documentation of treatment rooms (1,2,3 etc.), we will need an inventory.  An inventory of all equipment, serial numbers, model numbers, age etc. as well as what kind of condition the equipment is in.  Are there parts available?  Does it function well but esthetically maybe it communicates to the patient that we really might not be the one for making great looking veneers?    It is so sad that patients judge you, the doctor, by the décor of your practice, the team members you have hired and the diplomas on the wall. Unfortunately, in that order as well.   In the book “Broken Windows, Broken Business”, there is a chapter in this book that actually uses a dental office to create an analogy.  The author talks about the patient signing in at the front desk.  Because the patient had to wait, he had the opportunity to look around the reception area.  The new patient notices that the carpet is torn and worn in the reception area by the sign in window.  The patient then starts to wonder in his mind….. if the dentist has old carpet in the reception area….I wonder how sharp his/her instruments are?  In his mind the patient has started to look for reasons “not to trust” this dentist.  All because of the worn carpet and the fact he was given this opportunity because he had to wait!   When we are a cosmetically focused practice and teaching our patients about the value of quality, we cannot give away something that we do not have!  If you try to do this, patients sense that something is not what you say it is and it makes it harder for them to trust.  If your fees are premium and the patient experience is not premium, then you earn a reputation of being too expensive or all about money.

Today I would like to acknowledge one of the best clinicians and leaders within our industry, Dr. Kyle McCrea of Richmond, Texas.  Dr. McCrea sat down with me four years ago and allowed me to do a complete exam, x-ray (photos), diagnosis and treatment plan for his practice.  We examined his current situation by doing a complete inventory and evaluation of all equipment, serial numbers, model numbers and condition of equipment.  We took photographs of all equipment. With our findings, we diagnosed and presented solutions for a treatment plan that reflected his long-term goals and vision. In doing this we now have an extraordinary tool, not only diagnosing his practice but a document for taxes and records, God forbidding a fire or disaster as many of the dentist in Houston have recently faced over the past 5 years.   Dr. McCrea wanted to be able to provide the best care possible for his patients.  He also wanted to maintain that small “home town” feeling. Technology was very important purchase to him however, so was the patient’s experience. Dr. McCrea really enjoys, and is very good at limited orthodontics.    The remodel would have to include room for expansion and growth in order to bring in an associate to help Dr. McCrea. We continue to focus on the vision and treatment plan so that he remains able to have his dream become a reality.  Dr. McCrea very carefully evaluated the equipment for his practice as well as the cost.  We looked at what we could keep and what had to change in the remodel and expansion.  He now has a finished product without regrets.  He planned well and is trusting by doing his part the vision will now take on form.  The colors that he and his wife, Beth, chose for the practice are warm, confident and inviting.  My favorite is the fireplace in the reception area.  It really makes this office cozy.  Congratulations Dr. McCrea on a job well done! The town of Richmond Texas, all of your current patients and the ones that are to come…thank you!  We appreciate you taking the time to plan and explore the best options and environment for delivering dental care to us! We trust you!

Here are the ” how to’s ” for prevention in your dental practice.

As you review the detailed information…remember, it is never to late to start forming a habit. Not because you do not trust others. It is simply good business to have checks and balances in place.

Investigate every employee with a background check before hiring and ask for appropriate information on the employment application. Be sure to ask is the potential employee has ever been convicted of a felony.

Contact all references including prior employers.

Set a precedent from the top, in outlining job descriptions for every team member, which include checks and balances on a daily, weekly and monthly basis.

Define user passwords on practice management software programs for all team members with appropriate security levels. Find out if your practice management software has fraud prevention alerts with the ability to completely prevent fraud.

Review day sheets from software programs daily to make sure all patients are entered with treatment performed.

Balance deposits daily.

As owner, make your own deposits at the bank, do not allow others to make the deposits.

Periodically review the work of every employee, especially those serving in a bookkeeping function, including accountants and consultants.

Insist that all employees take vacations as outlined in the employee manual.

Review collection records weekly and accounts receivables balances once a month.

Mandate in the employee manual that the doctor must approve all write-offs over $100.

Compare write-offs with cash receipts monthly.

Stamp “FOR DEPOSIT ONLY” on all patient checks received.

Conduct audits at irregular intervals on…

Scheduling

Accounts Receivable

Day Sheets

Reconciliation of Deposits

Inform all employees that these audit are done to discourage embezzlement.

Review audit trails which identify each user on the software programs, weekly, to identify all changes and deletions on patient records.

For petty cash fund, have only $50-$100 on hand and keep a register in a locked cash drawer.

Hire a consultant/accountant to review financial records. Experts can determine areas of weakness.

Indicatiors of a Potential Embezzler

As you look for signs of possible embezzlement, learn to spot the ten RED FLAGS!

Be suspicious of an employee who…..

1. Does not want anyone else to do the job and / or doesnt want to cross train others to do the work.

2. Holds daily work over to post the next day.

3. Prefers to be unsupervised.

4. Works after hours or takes work home.

5. Does not want to take a vacation.

6. Points a finger at other team members as well as bullies and or fires those who are threating.

7. Has no explanations for mistakes made.

8. Ask the business owner to sign checks while seeing patients.

9. Maintains a lifestyle beyond what might be expected.

10. Incurs unexplainable expenses for the business.

At first, you'd think I was asking some deep metaphysical, why do we exist, consequence-to-the-world kind of question.  Rather than go there, let's simplify it to more about meaning or motivation for an action; but, not as simple as an end result, an aim or a clear vision of a goal. 

The kind of purpose I'm writing about today is what will keep you going when times get tough.  What will you fight for?  The kind of emotion that keeps you moving towards an aim and not away from and aim.  Something to pursue, but not achieve; a perpetual quest, not to be fulfilled.  And if you dig deep enough and ask enough WHYs, you'll discover there are more meaningful reasons for the things you do.

Imagine, accomplishing whatever you set your mind to.  What are you committed to right now?  Let's have some fun with this, I mean you might as well, you're already here reading this post right now, so…

Write down the answer to this question right now: What is one thing in your mind right now, you really desire to accomplish in 2011?

Ok…first things first, you must have a level of belief that you CAN achieve this desire!  Ok, you believe….

5-WHYs TEST
Now, ask yourself the question: WHY do I desire to accomplish this?  Write that down.  What will it do for you to accomplish this goal?  Keep asking WHY or What will it do for you until you can't answer any more WHY's. The answer that you eventually dug deep enough for is your PURPOSE.  It can't be broken down any more, it's fundamental and meaningful to you and you only.

When there is purpose in your commitment, there is no stopping you.  When things get tough, it will be much easier to move through the difficult times.  Strategies, management, marketing, team-building, systems, scripts….the list goes on forever, are all important; but, until you have a meaningful, definitive purpose, it's quite possible you'll stay on the hamster wheel. 

SOME THOUGHTS ON VISION
Vision works hand and hand with purpose.  A vision is what we aspire to become, to achieve and create, it usually requires significant change and progress in order to attain it.  Many times a vision includes a purpose with it; like what we stand for and why we exist. Vision defines the character of a company, and identity if you will.  It transcends products, market life cycles, management philosophies and individual team members.  A great purposeful vision endures as a source of guidance and inspiration. 

CREATE A MEANINGFUL PURPOSE
One way to create a meaningful purpose, if you don't already have one, is to think about some of the patients you've had the most impact on in their life and answer this question: "What would happen to our patients in the practice if we weren't able to take care of them any more?  Or another question: "If we no longer had to make a profit for the business, what would motivate me to continue to give our precious, creative time to the practice?"

In today's economy, and ever-increasing mobile society, educated and resourceful patients, practices more than ever before need to have a clear understanding of their purpose in order to make work meaningful and thereby attract, motivate and retain outstanding team members and patients.
 

The truth is, most experts are predicting that if you are not easily found online or even have your dentist practice online, that you may be OUT of business in the next 3-5 years.

That’s a sobering thought – isn’t it?

Why Your Dental Practice Needs To Have An Online Presence

Because your patients are going to Google, Yahoo and Bing to search for the treatments they need – such as “your city dental implants” or “your city cosmetic surgery”. Google, of course, being the 800lb. gorilla in this marketplace. Let’s take a look at a couple of hard facts:

– There are 51 million searches per month for DENTAL SERVICES
– Only 14% of those searches come from the phone book
– 39% of people who use a search engine to find a local business are looking for medical/dental services (Nielsen/WebVisble)

Another way to say that, is for every one time someone opens the Yellow Pages there are 3,387 searches for local services on Google. Don’t you want to be in front of that traffic? I know that you do as that would bring in more patients to your practice.

Through research and study, I have been hearing that many dental practices are on the brink of going out of business or they are struggling to get new patients in the door – consistently. This poses the question “how can your dental practice be found online ahead of your competition so that you can grab the lions share of the patients?”

Your Biggest Source For Patients Finding You

There are a plethora of ways to make sure that you are being found online. There is the social media, video, articles, search engines and directories. Utilizing all of these should be a part of your online strategy. But there is one source where your prospective patients turn to when they are searching for dental services – the search engines.

A large portion of people go to Google, Yahoo and Bing when they are searching for local services. It’s quite easy to start up your browser, type in google.com and enter what you are searching for. If, for example, you were looking for a dentist in Dallas, Texas you would see that people are searching for dentist or dental services over 12,000 times per month. That’s just in the Dallas area!

As you can see, the search engines are the source which people use to search for services locally, and what you want to be able to do is put your dental services in front of them when they are read for what they are seeking.

What You Need To Know To Get Your Dental Practice To The Top Of The Search Engines

Once you understand that search engines are the source of you getting new patients, you will need to implement an online strategy so your practice will be found when people search for dental services. Outlined here you will find three ways you can do that:

1) Build a website – In order to be found online you need to have a website that is the central “hub” of your dental practice. If you are a dental practice and you do not have a website, I highly recommend that you take that leap and do it now. This gives you an online presence that provides a way for your prospective patients to learn and know what you offer them (Read: What’s In It For Me). Your website will also be tailored to your employees and vendors as well.

If you already have a website, then congratulations! But is it performing the way it should – meaning are your prospective clients finding you for the services they want, or are they finding your competitor.

2) Get on the map – The map? Yes, Google, Yahoo and Bing offer a local listing resource where you can add your dental practice. When people search for “your city dentist” (or a variety of other terms) and you have properly setup your local listing, your practice will show up on the map at the top. This allows you to get found for the more competitive searches such as implants, cosmetic and sedation.

The most popular of these local listings is Google Places. If you are not showing up here, you are losing out on patients every month.

Just recently, Google has changed how local listings are displayed on their search engine. Go read this in-depth article on how this is going to change local search drastically.

3) Focus on marketing – Any business, if it is to survive needs to market. It’s the lifeblood and source of consistent income. Your website and local listings have to be marketed on a consistent basis – or you will not be found. And being found IS the goal. You can do this by properly optimizing your website and local listings, creating content through video, articles and other online properties that bring traffic to your website.

This gives you a quick run-down of what you will need to do to get your dentist practice to be found online and bringing in new patients within a short period of time. It’s not the whole enchilada that you should be doing, but this is the foundation to get you in front of those prospective patients that want what you are offering them.

Take this information seriously as it will help you become the premiere dental practice in your area. Please leave a comment below and let us know how your online presence is coming along.

"How would you characterize the transition that has occurred in the profession in the last 20 years? What has it gained? What has it lost? Where is it headed? How do you feel about it?"   
Where Did The Trust Go?
Over 12 years ago, I remember when the Reader's Digest article came out titled "Can You Trust Your Dentist?”

After reading the article, I was scared to death!  I thought my career was over.  I thought to myself; "my patients are going to think I'm ripping them off", they aren't going to believe me". 

I had to do something different, and it was like 'turning on a light'!  I would learn that I'm not going to change my patients behavior, I'm going to have to change mine (and my team's).

I remembered something Tony Robbins taught me in my training; "The quality of your life is directly related to the quality of your questions"!  So the question that  came to mind was: "What MUST I do to instill TRUST in my practice, maintain integrity and still BE me?

The answers became a practice builder for me (behaviors I could change):

• In order to instill trust with my patients, I would have to create tremendous value for people.
• Spend the necessary time to truly understand patients’ needs and desires.
• Show them that I care.

So, with the intention of being trustworthy, and a little bit of time…the message traveled fast. When a "trusted friend" referred to the practice, there was NOT much selling going on, and I wasn't going to have to rely on the patient to DO something.  I was thinking from a different point of view.

I had always been truthful and honest with my patients, but my perspective had shifted from 'about me' to 'about them' and getting answers to questions that focus on GIVING instead of GETTING; “what can I do for you?”, “how may I best serve you?”, “help me understand what it is that I can do for you.”

What's been lost?
In getting back to Susan's question above; I believe that one of the things that has been lost in dentistry today is the focus on GIVING, HIGHER LEVEL COMMUNICATIONS and BUILDING MEANINGFUL RELATIONSHIPS with those that seek our care. Today, it seems that there is more attention on "getting" more patients, "getting" production up, "getting" collections up, and a general spotlight on the practice and the individuals within the practice.  Instead, the opportunity is in a true TEAM contributing to something much bigger than the individuals within the practice.

From Filling Teeth to Creating Beautiful Smiles
There is not enough room on this post to go into my thoughts on the reasons for more of a focus on "getting" (or selling) in dentistry today.  But, one of them I’ll point out, the transition of the industry from “drill-and-fill dentistry” to “elective/cosmetic dentistry”.

There has been a significant transition in our industry from filling cavities and treating gum disease (25-30 years ago), to an emphasis on beauty. Plastic surgery used to be more about surgical repair of deformations; today, it is more about beauty and cosmetics. Heck, I don’t believe “cosmetic surgery” or “cosmetic dentistry” was even used 25-30 years ago!

I believe this has impacted the industry more than many realize. A plethora of products have been developed around this focus on “cosmetic”. Public demand created and perpetuated this trend, and it has moved away from HEALTH and WELL-BEING. With the correlations between periodontal disease, diabetes and heart disease; studies on the effects of anti-oxidants and the hosts’ response to inflammatory processes combined with a decline in the demand for “cosmetic/elective” services (due to an economic “hangover”), I believe the dental field will cycle back around to a focus on HEALTH. It comes back to TRUST….and what we can do to BE TRUSTWORTHY.

Here's on of my favorite definitions of commitment:

Commitment
“Until one is committed, there is hesitancy, the chance to draw back, always ineffectiveness. Concerning all acts of initiative ( and creation), there is one elementary truth the ignorance of which kills countless ideas and splendid plans: that the moment one definitely commits oneself, then providence moves too. All sorts of things occur to help one that would never otherwise have occurred. A whole stream of events issues from the decision, raising in one’s favour all manner of unforeseen incidents and meetings and material assistance, which no man could have dreamed would have come his way.
Whatever you can do or dream you can, begin it. Boldness has genius, power and magic in it. Begin it now”.

– J. W. von Goethe

If you are committed, there is ALWAYS a way!  If you are committed to marketing in your business, there is always a way to get it done.  Using "the economy" as an excuse for not marketing your practice is just that, AN EXCUSE for not achieving the success you deserve.  I know, I've used this excuse before.  So often I see doctors cutting their marketing budgets or even worse, turning all the channels of marketing the practice completely off!  

N O O O O O O  !  ! 

This is NOT the answer.  There is always something that can be done if you are committed.  Have a team meeting and spend 45 minutes over lunch, masterminding with your team about ways to "reach" your patients.  You'll be surprised at how creative your team can be when feeding off the ideas of others.  Here are some ideas to get you started:

• run a contest in your practice that gets them to take some kind of action.
• encourage your patients to "LIKE" your Facebook FanPage.  
• create a FREE REPORT on "How To Raise A Cavity-Free child".  Place a web form on your blog that gives this FREE REPORT away to those that fill out the form with there first name and e-mail address.  Now you can send special promotions and offers to these "prospective new patients". 
• Hand out some of your business cards with a special offer that your happy patients would be happy to share with a family member or a friend.

I will be posting more on really inexpensive ways to promote and market the practice internally and externally over the next couple of weeks. 

In closing……  ask yourself the question, and be real honest:

AM I COMMITTED?

Please let me know what you are thinking.
  Comment below and feel free to "SHARE"….  remember, sharing is caring!

I went to one of my favorite restaurants to grab a bite to eat night before last and watch the start of the Texas Rangers wooping up on the Yankees in game 4 of the ALCS. I sat up at the bar in front of the big screen and the waitress, Carey,  speaks loud enough for the fellow next to me to hear, "Dr. Scott…one of your patients came in the other day".

The reason I told you that is because the conversations that occurred after that is the REAL reason for this post! 

Judson, the gentleman sitting a few chairs to my left overheard Carey addressing me, leans over and asks, "what kind of doctor are you?"  "A dentist"  I said.  And then those famous words came out of his mouth, "I hate dentists" !  I smiled, as I usually do, and I asked Judson WHY?  He went on to confess that he's a "wimp" and the last 5 dentists that he'd been to just sloughed him off when he told them that he was "Scared to death" of dentists.  He said the common response he received from those dentists was: "Oh….you'll be fine" or "Ahhh…this is easy"……..and I interrupted  him so I could finish the sentence for him,… "and they didn't offer you anything to address the anxiety you expressed: no nitrous oxide gas or pills to sedate you for your expressed fear?"  He said, "no, they didn't offer anything and that is what bothers me".

T h e n …no kidding, a perfect stranger, Alanna, sitting just a few more chairs over, obviously overhearing and interested in what we were talking about, chimes in: "yeah, the last guy I went to wouldn't stop drilling….and I had tears in my eyes!"

What does "scared to death" really mean?
It really means:  "sitting in your chair right now doctor is about the last thing I want to be doing; I would almost rather get stuck in the eye with a stick!  And it also means, please don't hurt me; I don't really know you, I don't really trust you ….YET; continuing… please take the time to UNDERSTAND ME, because I'm feeling very vulnerable right now and if you hurt me, like my childhood dentist did, I might cry"!  Now, I'm exaggerating a bit, but maybe not too far off for some.

I went on to share with Judson that I've built dental practices on LISTENING to patients, making them FEEL UNDERSTOOD, and as my good friend Thom says, fulfilling and UNFULFILLED NEED!  Finding commonalities in interests, family, hobbies, work, children, friends, beliefs, etc., is a powerful way to connect with people.

When patient's tell me "I'm scared to death" or "I'm really nervous", that's an indication for doing EVERYTHING in your power to make this person feel more comfortable!  Slow down, get focused on reducing this person's anxiety and make sure they know you CARE!  If the patient doesn't feel like you care, they are not going to return for more NON-CARING. Guaranteed !

A Tip For Caring
I'll divulge one of my biggest secrets……… when giving a shot; use topical anesthesia, warm the carpules of the anesthetic (that just happens to have cooled to 70 degrees-room temp.), inject slowly, and persuade the patient into relaxing their back, hands and legs in the chair (like laying on a towel on the beach). 

Have you ever jumped into a pool where the water was 70 degrees?  IT"S SHOCKINGLY COLD. 

After I told Judson about my tip on giving shots and offering nitrous oxide, sedatives or anti-anxiety agents, he asked me for a business card and said to me; "It's not about the money, I'll gladly pay whatever it costs to be comfortable" !  

H E L L O … anyone listening?

Please comment below or tell me what you've experienced.

No oxygen to the brain for 18 minutes!   

A miracle occurred ………..he lived!
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David Ring spoke on Saturday on the same stage as Zig Ziglar, Paul Martinelli, Paul B. Evans, David Frey and Joel Comm at Carrie Wilkerson’s Boss2010 event in Dallas.  I was fortunate to attend this event and witness stories of people who could have just laid down and used the "victim" card to justify their condition in life.  However, these people overcame GREAT adversity in their lives by using the power of faith, taking action, mentoring and purpose to become outstanding leaders, speakers and authors.  The above named people are using the spoken and written word to inspire and share meaningful and powerful messages all over the world.    

David’s story is one I hope you, and I, will never forget as long as oxygen is flowing to our brains!
____________________________________________________________

David was born with Cerebral Palsy.  Cerebral Palsy is caused by damage to the motor control centers of the developing brain and is considered a disability that alters speech and body movement skills.
+++++++++++++++++++++++++++++++++++++++++++++++

The story of David Ring is quite touching to me because my mother, who recently passed away, was also born with Cerebral Palsy. 

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David grew up in a family of 12 children, and as you can imagine, he required quite a bit of attention from his mother because of his handicap.  His speech was impaired and his bodily movements, such as writing, walking and even just sitting down were quite challenging.  The unconditional love he received from his mother was what kept him going. 

With all the kids in school teasing David about the way he talks and walks, it’s not difficult to understand why he hated school.

His father died when he was 11 years old. When David’s mother was diagnosed with cancer, he pleaded with God not to take her life…she was “all” he had. In 1968, David was 14 years old, when his mother died, and according to David, so did he.

He stated that his “life was a nightmare and that he was hopeless, worthless and had nothing to live for”. 

With his life at an all-time low, he tried to take his life with a suicide attempt.  Thankfully, he was unsuccessful.

One of his sisters was not going to give up on David (the stubborn one!) and she was able to get him to church. He refers to her as his “stubborn sister”.

The church crowd didn’t come running to help him….

However, On April 17, 1970, David committed his life to God, because His love for David was like the unconditional love his mother had given him.

He went to his pastor and told him he wanted to be a preacher!  He was told numerous times that he couldn’t be a preacher; nobody would listen to him because they wouldn’t be able to understand him. 

He decided to go back to school.  And with a great attitude, he became the class president. And then he was voted “Most Popular”.

David went to the football coach at school and told him he wanted to be a part of the team.  After the coach looked at him funny, he explained to the coach he wasn’t going out for the quarterback position (hahaha), but that he wanted to be the best water-boy he’d ever had. 

You see, David realized that it was import to be AUTHENTIC.  He knew what he was and he knew what he wasn’t.  He says, “Don’t try to be something that you’re not”!  

He said, "I don’t want to be Joe-Cool with a healthy body…  I want to be David-Cool with Cerebral Palsy”. 

He took his job seriously and he remembered that if he didn’t do his job as a WATER-BOY, then the others on the team could not do their job.  He said, “it takes everybody to make a great team, including the little ole’ water-boy”. 

____________________________________________________________
“It’s time to get out of the stands and get on the field”, he says.  “It’s time to get the lead out and put the load in”.  “It’s time to get off your (and he turns around with his back facing the crowd and puts his hands on his rear end) …. stop feeling sorry for yourself”. 

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They told him he’d never have a wife.

David Ring with his beautiful wife……

They told him he’d never have kids.

David Ring with his beautiful family….(3 girls and 1 boy)

His greatest “liability” (his hard to understand speech), became his greatest OPPORTUNITY…. His greatest asset! 

“It’s time to quit talking about the past….Let the past make you who you are today”.

“Life is not fair”, he said, “but God is good”.

David has spoken in over 6,000 venues for 37 years now! He’s now 56 years old and this year alone has had over 185 speaking engagements this year.

He’s more alive today than he’s ever been before!

One of the last things David said before he got off the stage was what he would ask God when he dies: 

“God….why were you so good to me”?

What does this have to do with running your business.  Well….. a lot!  Don’t ever give up…it’s not how many times you fall, what’s important is how many times you get up.

You don't need me to tell you that the economy has affected business of all types.  However, depending on where you place your focus will determine a lot of what shows up in your outcome.

YOU can be an encourager if you choose to be.  Go ahead and encourage your teams, you just never know what they could become.

Don't be a "victim"….  Be A CHAMPION !

Here’s the story;
Monday and Wednesday of this week, I was helping out a buddy that manages a practice in Carrollton, TX. The owner dentist was on medical leave and the temporary dentist was out for a week as well. The compensation was well below my daily rate, but I was happy to do it because it was an opportunity to help a friend and I’m always excited to check out “new” offices and their teams.  Every person I treated in this practice was a “new patient” to me. 

The patient showed up at 5:25pm on Monday, October 4^th, (a week early for her already scheduled appointment), but we had just had a cancellation and a subsequent opening in the schedule; so we brought her back to have her teeth cleaned and polished.

It is also important to know that the office closes at 6:00 and the team was winding down for the day, and very easily could have sent the patient away with one sentence: ”You’re scheduled for next week”; but being the caring, patient-centered team that they are, everyone agreed to see the patient.

I walked in the operatory and happily introduced myself to this big brown eyed 13 year old girl, “you must be D” I said, “Yes I am” she replied, and then I extended my hand out to shake her hand and told her my name and that I was happy to meet her.  I then turned to her mother and introduced myself to her.

I acknowledged that they had come at the perfect time (even though they really didn’t have an appointment) because we had an opening miraculously appear right before they showed up.  D’s mother explained to me that she was scheduled next Monday for a few fillings that were already in the treatment plan. Even though I wouldn’t be the one treating her next Monday, I decided to go ahead and examine her and confirm the findings.  Sure enough, what was already planned for treatment was confirmed, but I also found two additional smaller fillings and informed D and her mother.  We chatted for another minute or so with informal light banter and a little laughter; then, I dismissed myself and thanked them for coming in and entrusting their care to us. 

A few minutes went by and I heard Anna, the hygienist, and the mother discussing something.  Anna soon came rushing up to the front and said that they were moving their schedules around and making arrangements for D to come in on Wednesday to do all her fillings because they wanted me to do them.  So, I curiously walked back to the operatory (with a feeling of gratitude) and asked D why had they rearranged their schedule to come in on Wednesday to have me do the fillings…D looked me right in my eyes with her big brown eyes and replied with words and an expression I’ll never forget for the rest of my life, “because….I TRUST YOU”.  With a proud (and humble, if that’s possible) smile, my eyes beginning to well up, I thanked them and told her that those words meant a lot to me and I’d see her on Wednesday. 

Now, I know that the entire experience for D and her mother had everything to do with trust being bestowed upon me.  Without the TEAM being willing to work a little late, with a smile and a “happy to do it”, patient-centered mindset, and Anna touting Dr. Scott,  there would have been a completely different outcome.  That outcome could have possibly ended up in a dis-appointment, instead of a happy patient that showed up for the appointment and gladly paid for the service….and, more than likely, tell a few folks!

Be seen, be heard, build  rapport (connect and engage), be congruent, become trusted……… then and only then, will they buy,  stay and  rave!

• Communicate with your patients without annoying them.
• Keep your patients HAPPY !
• Keep you schedule FULL.
• Minimize “NO SHOWS” and “LATE NOTICE CANCELLATIONS”.
• Reach patients where they are at.
• Satisfy your patient communication preferences.
• Save time from calling patients.
• Personalize messages to individuals needs.
• Save money.
• Reduce headaches.

Sesame Communications conducted a research project designed to identify what Web-savvy patients are looking for online.  The first study focused on general dental and orthodontic practices, and the second study, in collaboration with the American Academy of Cosmetic Dentistry (AACD), focused on cosmetic patients. 

"One of the most significant findings is that patient preference has shifted drastically with an astounding 97% preferring to communicate with you online rather than calling your practice during office hours".

The overwhelming majority of dentists are still contacting patients with a PHONE CALL; yet over 95% of the people I've contacted would PREFER the dentist to communicate with them via EMAIL or TEXT ! ! ! 

Over 50% of the people that responded or that I spoke with would PREFER a “TEXT” reminder instead of a phone call. “EMAIL” was the next desired preference for communication.  And several people pointed out that it was IMPORTANT to know that they HAVE A CHOICE.

Demandforce ~ Growth. On Demand.
DEMANDFORCE

Demandforce creates consumer demand. They transform your patient base into a powerful social network, allowing you to communicate, improve your online reputation, and bring patients back more often. It integrates with your practice management software, making it very easy to use!

Google is the largest network of Internet services, and the world's most popular search engine. It's in a category by itself. You probably use it often, as do your customers. In fact, over 65% of all online searches are conducted using Google (according to 2010 research conducted by Comscore). One of the best places on Google for consumers to learn about your business is within Google Places (formerly Google Local Business Center). Demandforce WebFeed is a data provider to Google , so your Google Places page is always complete and current.

DemandForce is your "Digital Consultant"
Demandforce offers its revolutionary Digital Consultant, a feature that enables your practice to measure critical indicators directly from the Demandforce system. By syncing with your practice management system and matching results against national averages, Demandforce gives you performance metrics for both your online and "offline" patients. Use this data to identify potential problems before they occur, and steer your business where it needs to go.

One of the big advantages of Demand Force is that it is the only one of these software companies that integrates and automatically posts reviews to you Google Places listing!  This gives you BOOSTS in your places listing (moves you up the map)!
 

THEY ARE DOING SOMETHING RIGHT!
Inc. magazine just announced Demandforce, Inc. as one of the fastest-growing, privately held companies in the United States for the second year in a row. Highlights include: 816% Three Year Growth Rate 8th Fastest Growing Software Company in California #361 in the Inc. 500 Overall “We are proud to be once again recognized by Inc. magazine as one of the fastest growing private companies in the United States,” said Rick Berry, president of Demandforce.

Smile Reminder

  Patient Messaging Software Suite  – Smile Reminder is the market leader in patient messaging and provides an ALL-inclusive suite of personalized patient communication tools for one flat monthly fee. No extra per message costs (text or email) or support fees are ever charged. Everything is included!

Software as a Service – Smile Reminder is a SERVICE, not a product. This means you have all the benefits of ownership without the burden of a high cost maintenance contract.

Aquire New Patinets-$1.2MM in NEW PATIENT referrals.

 Retain Existing Patients– According to a Harvard Business Review; the average practice losses 50% of its’ patient base every 5 years.

 Reactivate -practices using Smile Reminder, produce an AVERAGE of $51,232 in electronic recare in their first year.

Favorite Features for Dental Professionals:
Filling cancellations with ASAP list text message
Last minute text appointment reminders
Electronic recall/recare (Instant Income)
Custom marketing/promotions
Post-appointment surveys
Online bill pay
Patient testimonials
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Sesame Communications

"84% of orthodontists and 77% of dentists surveyed told us the use of SMS text reminders in their practice decreased no-show appointments".

The first complete online solution in Patient Connection Systems–
A single provider, this suite of services encompasses the entire patient lifecycle–from new patients through treatment completion, to patients referring friends & family–all by leveraging the power of online tools. Sesame 24-7 is the only complete online communication solution designed and tested with dental professionals. This best-in-class system integrates your practice website with Search Engine Optimization, patient log-in portals, patient feedback mechanisms, automated appointment reminders, online marketing modules, and online doctor-to-doctor case collaboration.

Sesame reminders offer many services: