Theresa was going to the reception room to get a patient to take them back for their post-operative appointment. Before she opened the door to the reception room, Theresa took a moment to glance in the hallway mirror to fix her hair and makeup. It only took her a moment. She then put on a big smile, took a deep breath and opened the door and greeted the patient. Bravo Theresa!

At the end of the day, I made a point of talking with Theresa and complimented her on her wonderful spirit. I commented that I noticed that she seemed to go through a routine before greeting her patients. She said that’s exactly what she does. Theresa went on to say, “Gary, I know it sounds kind of funny, but I hung that mirror in the hallway so I could check myself before walking through the door to greet the patient. Sometimes it can get hectic in the back office and I want to make sure my hair and makeup is just right before I get the patient. I also always look at the mirror to remind myself to put on a big smile before I step through that door. Patients can be nervous before an appointment and I want to be that warm, friendly face to help them feel comfortable. Sometimes I don’t feel like smiling, but I just do it anyway.” I simply said, “Thank You Theresa!”

Theresa gets it.

Dentistry can be like theatre. Think about it. The actors in a theatric production may not feel like putting on an award-winning performance. The longest running show on Broadway was the musical, ‘Cats’. The run started on October 7, 1982 and completed on June 19, 1997 for a total of 6,138 performances. Many of the cast members were with the production for the entire run. I can only imagine that at some point during this amazing run, even performing on Broadway could seem routine. However, the cast members could never treat their performance as routine. Because while it might have been their 6,000^th performance, it might be the one and only time that couple from Des Moines sitting in row 14, seats 23 & 24 were ever going to see Cats. That’s what it means to be a professional.

Think of your job as a performance. Just like Theresa, take the time to check your hair and makeup and most importantly, put on a huge smile before you greet your next patient. It really is Showtime! Keep Smiling!

Anastasia and Gary’s recommended toothbrush
Sonicare
 

-Coach John Wooden

Since the NCAA basketball tournament is about to begin, it seems appropriate to quote Coach Wooden. Most of the readers of this blog know that although I am not a dentist, I co-own a dental practice in Phoenix, AZ in partnership with Dr. Paul Nielson. We bought a ‘fixer-upper’ practice in May 2007 and have worked tirelessly ever since to develop it into our ideal practice. While we have made many improvements, it is still a work in progress. In this blog post, I will define the five most important lessons I’ve learned since owning this practice.

1.  Hire slowly and fire quickly       Paul and I have made the dual mistakes of hiring quickly and firing slowly. Egregious errors! In an earlier blog post, I listed the six goals that every practice needs (http://www.takacslearningcenter.com/six-goals-for-your-radar-screen/). Each of these goals is critically important but if I had to pick one as supreme it would be goal #4: To have a high performance team that you truly LOVE and enjoy working with. When you have this, you have the means to achieve the other five goals.

2. Market Constantly       We’ve developed a comprehensive marketing plan consistently attracts new patients and this has allowed us to thrive even in a very tough economy. We use a combination of internal, external and digital strategies and carefully monitor the source of every new patient and the value of the dentistry they accept. This allows us to accurately track our marketing ROI.

3. Eliminate Poor Insurance Plans       In April 2008, we made the fateful decision to no longer participate with any PPO insurance plans that we could not provide care, profitably. Best decision we made. Period!

4. Invest More Time in Team Training       I am not embarrassed to admit that there have been times when we have been so busy working ‘in’ our practice that we have not made time to work ‘on’ the practice. This is a mistake. Spending time on team training results in much greater efficiency and effectiveness. Another byproduct of this team training is much greater congruency. Valuable outcomes all.

5. Raise Fees       Providing quality dental care is expensive. We want our care to be affordable and accessible to the public, yet we are uncompromising in our selection of materials, supplies and lab partners. We deserve an appropriate profit margin so that we can continually invest in the practice to deliver the promise of quality care to our patients. While you will need to determine your own fee schedule based on a variety of factors, I’d encourage you to raise your fees to a level that allows you to use spend the necessary time, use the materials of choice, and provide an acceptable profit margin. Here’s a previous blog post for your consideration:

 (http://www.takacslearningcenter.com/settingfees/).

So, while I have learned a great deal from owning a dental practice over these past four and a half years, I would consider the five lessons listed in this blog post as the most important. I invite you stand on my shoulders and consider how these lessons could positively impact your practice. Keep smiling!

Technology has made it very easy to record your own videos and post them on your website as well as on youtube. While you do not need to produce ‘Disney-quality’ videos, you do want to produce content that represents your practice in a professional manner. Here are some production tips. Consider a simple, high definition flip video camera such as the Kodak Zi8. I happen to favor this camera since it has an external microphone port that you can plug in a microphone for better sound quality. While the Kodak Zi8 is a discontinued model, you can readily find it online. Price is $200-300. Mount it on a tripod to ensure a stable image. You may want to consider some simple, professional lighting to enhance the production value. A good source of lighting and other equipment is www.bhphotovideo.com  Keep your videos short. No more than 3 minutes in length. One more production tip, keep the videos casual and friendly!

Here is a list of 10 potential topics that would make excellent YouTube videos:

1.  Short video tour of your office

2.  Video explaining the three types of whitening options; in-office, take home tray, over-the-counter

3.  Interesting brushing & flossing instructions

4.  Video introducing your team members

5.  Discussion of the benefits of custom mouth guards for contact sports

6.  Video explaining the connection between oral & systemic health

7.  Video highlighting any technology that makes your practice unique, such as Cerec or Laser

8.  Discussion of sedation options available in your office so that every visit can be a comfortable experience

9.  Video discussing cosmetic dental options available in your practice

10.  Video showing home care products you recommend (ie: Sonicare or Oral B toothbrush or Irrigation devices)

You get the idea. Schedule a brainstorming session with your team members and come up with additional topics that would be of interest to the general public. People are very interested in topics related to improving their health today. By providing these videos, you will be educating your patients as well as potential patients and also enhancing your Search Engine Optimization (SEO) since youtube is such a popular search engine. In addition to posting these videos on your own YouTube channel, be sure and also post them on your website. Have fun with this project! Keep Smiling!

Conservation has become a mindset and lifestyle choice for millions of people. People take pride in recycling and making what we like to call ‘green’ lifestyle choices. This concept applies to the dental profession and on this episode we were very fortunate to have Ina Pockrass as a special guest on the Thriving Dentist Show. Ina is the visionary leader of the green dentistry movement. She co-created the first green dental office way back in 2003 and later co-founded the Eco-Dentistry Association in 2008. The mission of the Eco-Dentistry Association is to promote green dentistry and also provides a forum for dentists to become certified as a greenDOC.

What is green dentistry?
First and foremost it’s digital everything

• Reduce waste and polution
• Save energy, water and money
• Incorporates high tech innovations
• Wellness based model

Podcast: Download | Play in new window/mobile device

Running Time 42:31

Find Ina Pockrass at:

http://EcoDentistry.org
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Email

Contact Gary and submit questions for the show at http://www.TakacsLearningCenter.com/contact
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                                -Wayne Gretsky

If you have been reading this blog you know that I believe that you can develop a dental practice that thrives in any economy. We have proven that in my own practice, in one of the most difficult economies (Phoenix, AZ) in the nation. What is really cool is that we are starting to see increased patient interest in cosmetic and complex restorative dentistry! Times are changing.

I am not an economist, but I do pay attention to the financial markets and economic trends. While I realize that data can be found to support just about any position, there are some signs that point toward an economic recovery. For example:

• Recently the Dow closed above 13,000 for the first time since May 19, 2008

• Jobless number were down in last Labor Report

• Corporate earnings are at all-time highs and surpassed expectations

• Interest rates remain at historic lows

• We are experiencing a three-year Bull Market since March 9, 2009 post-crash bottom

These macro-trends may be interesting, but are they translating to greater success in dental offices? We recently provided two complete smile design cases and have a couple more in the works. We are not alone. Dr. Gurs Sehmi (www.drsehmi.co.uk) a Dentist in the UK recently posted this comment on twitter “So many people who want cosmetic work! We are going to be changing a lot of lives this month!” The Atlanta Center for Cosmetic Dentistry (http://atlantacenterforcosmeticdentistry.com/#) is reporting that they are seeing three times the number of new patients compared to past years. So, evidence from Phoenix, AZ, the UK and Atlanta, GA. Now, I realize that this evidence is completely anecdotal, however; Sageworks, a company that collects industry data, reports that the dental industry had 1.4% growth in 2009, 2.4% growth  in 2010 and 3.9% growth in 2011 (http://www.cnbc.com/id/46607191). Watch the video clip in this last link to see the CNBC feature reporting that dentistry may provide an indicator that the economy is improving. Good news, all!

What does all this mean for your dental practice? Hopefully more patients will be expressing interest in ideal care. Recently I conducted an interview with Dr. Lee Ann Brady for the Thriving Dentist Show audio podcast where she discussed her technique of inviting her patients into the comprehensive care process. I’d encourage you to give this episode a listen. Dr. Brady has a great way of creating patient interest in ideal care and her tips can easily be applied in your practice. Here’s a link to that show:

http://www.takacslearningcenter.com/004/

The key to doing more ideal care is let patients know what is available and share with them the benefits of beautiful, healthy smile. The Wayne Gretsky quote is a great reminder. Remember, you miss every shot you don’t take! Wishing you much success helping more patients have ideal care. Keep Smiling!

Podcast: Download | Play in new window/mobile device
 
Contact Gary and submit questions for the show at http://www.TakacsLearningCenter.com/contact
We appreciate your review on iTunes!

“You train people how to treat you.”

                                          -Dr. Phil

Dr. Phil is right on! Let’s face it, hygiene cancellations & no-shows are an epidemic in dental practices everywhere. I wish I had the magic pixie dust I could sprinkle on your practice and eliminate this problem once and for all, but I don’t. However I can share some techniques that have worked for my dental office and client practices alike. Perhaps the best place to begin it to understand that at least part of the problem lies with us. Let me explain.

When I am visiting dental practices and we debrief the day’s activities I have often heard the scheduling coordinator say, “I just knew so and so wasn’t coming”. Hmmmm……I have heard this statement so many times that I started thinking. If you know someone isn’t coming, then why reserve precious time on your schedule for them? Usually when the scheduling coordinator has this feeling, she is absolutely right because it is based on the past behavior of the patient. While past behavior does not guarantee future behavior, it is a very good predictor.

Here is what we did to help resolve this problem……

Every Monday morning print a copy of the next week’s hygiene schedule (7-10 days out). Now identify all patients on next week’s hygiene schedule who you would consider an ‘at-risk’ patient. By at risk, I mean at risk of not showing up. Once you have identified these at risk patients, contact them 7-10 days in advance of their appointment for a preliminary confirmation. The contact might sound like this:

Team Member: “Bob, we have you scheduled for an appointment with Kelli next Tuesday at 10am. I am contacting you to confirm that appointment.”

Use every confirmation tool in your arsenal including email, text messaging and telephone calls. I highly recommend using a patient contact service for email and texts. We use Patient Activator by 1-800-DENTIST and really appreciate its features!

If the patient confirms, you will still need to confirm them again 1-2 days prior to their appointment. If they cancel, you now have enough time to fill that appointment because you found out well in advance. A very important question is what to do if you are unable to reach the patient? Here is where you will need an open mind. Think about the words of wisdom by Dr. Phil. If you are unable to reach the patient, I suggest leaving one more message via email, text & voice mail as follows:

Team Member:  “ Bob, this is Laurie calling from LifeSmiles Dental Care. I am contacting you to confirm your appointment with Kelli for Tuesday at 10am. I have left some messages but have not heard back from you. If I do not hear from you by this afternoon I will need to reschedule your appointment. Please contact me by this afternoon to confirm.”

If you do not hear from them, take away the appointment and schedule someone else!! This may sound harsh, but remember this patient is an ‘at-risk’ patient for a reason. They have demonstrated by past behavior that they are not reliable. You will need to be strategic with this approach and not be cavalier, but don’t be shy about applying it when indicated. Remember, you train people how to treat you!

Consider the tips in this blog post to reduce your hygiene cancellations and no-shows. By doing so you will be training your patients to value their hygiene appointments and your schedule will have fewer broken appointments. Keep Smiling!

Podcast: Download | Play in new window/mobile device
 
Find Al Ferretti at Http://www.makingmobi.com
 
People will do business with people they know, like and trust.
The internet has become more social so you have to engage with your audience in a personal way.
 
http://marketingland.com/report-iphone-ipad-now-drive-more-web-traffic-than-mac-os-5867
 
Five reasons to go mobile
1. Explosion of smart phone users vs. Computer users 5-1.
2. People that use mobile devices are searching. 30% of searches are done from a mobile device. 90% of mobile users have used their phone for a local search.
3. Mobile users take action. 44% of users who conducted a search on their mobile device and contacted the service took action.
4. Mobile friendly web sites load six times faster than a traditional site.
5. Improves your search ranking.
 
Find the special offer at http://www.MakingMobi.com/Gary
 
Normal price is $597 – Listeners of The Thriving Dentist Show get $200 off ($397). Call 763-438-1162 for that deal!

 
Contact Gary and submit questions for the show at http://www.TakacsLearningCenter.com/contact
We appreciate your review on iTunes!

Customer service sure seems dead, doesn’t it? Customer service, GOOD customer service to me, is being able to positively connect with a service or care provider when I need them, be treated with kindness and respect and have my needs taken care of promptly with no hassles.

How many times have you called a service provider during normal business hours and been treated to the following?

A) Be greeted by voicemail that lets you know your call will be returned within 48 hours (and then your call never gets returned)

B) Be greeted by an automated system that makes you jump through hoops with a  prompting system for 60 seconds before you hear the information you need – you know – If you need Bob, press 1, if you have an account question press 2, If you need Sue, press 8 etc. Those drive me nuts!!

C) Be greeted by the most unenthusiastic, nasty person who insists on condescendingly calling you “ma’am” instead of your name( even though you just told her your name) and who could care less what your needs are

D) Not have your call answered at all 

E) Be greeted by someone who doesn’t have a clue what your needs are and needs to have someone else call you back or transfers you to three other people only to be dumped in a voicemail system anyways

F) Be told by an answering machine that the office is currently out to lunch and to please call back at 1:30 (this seriously annoys me) Nothing like saying my lunch is more important that you. We all need to eat, yes, but stagger those lunch hours!

I bet the above happens more often than actually getting a competent, kind and caring individual who uses your name and promptly handles your needs.

Nothing and I mean NOTHING compares to a warm, friendly greeting from a real live person who answers the phone with the intent of creating a relationship.

With all of this being said, it is crucial to provide 40 hours week phone availability to your patients; keeping connected with your patients when they are looking for you. Be the office that is available, be the office that goes over and above the call of great patient care, and you‘ll be the office that has a full schedule. (In my opinion, after hours and weekend phone coverage really only needs to be provided for emergency care – those are usually the only people calling during those times so save your money and put it into providing 40 hour a week care during normal business hours!)

We all know that scheduling is based on emotion. When someone, let’s say a new patient or even that patient who finally bit the bullet to schedule that crown on #2 that is finally starting to bother them, picks up a phone to finally schedule a dental appointment, they want someone to help them commit to it NOW, at their convenience, while that emotion is hot. Let them get an answering machine and they might just dial the next dental practice in the phone book, or take it as a sign they aren’t supposed to go to a dentist just yet and put it on the back burner.

If you provide the average of 28 hours of phone coverage a week, what opportunities are you missing out on the other 12? I can guarantee you quite a few. How many times do you come in after a day off to a voicemail box full of cancellations or appointment adjustment requests? Having appropriate phone coverage can intercept these cancellations, and get them rescheduled to keep them on the schedule somewhere.  One of our most recent clients was a bit skeptical of the necessity of providing phone support on their off days but decided to give us a whirl. The first day we handled over 78 phones calls and put over $3,000 on their schedule. That was 78 phone calls that their front desk did not have to come in and handle the next day, not to mention the next 2 days appointments were confirmed, holes filled and 3 emergencies routed with care. How would that feel to you and your team?

Provide over the top phone care and they will feel secure in knowing that they can expect the same for their dental care. This means answering the phone with a smile and a warm greeting, listening to the patient and hearing their needs. They are calling your office because they need something. Discover that need, fill it, and they will be your patient for life.

Put yourself in your patient’s shoes and remember how it feels to not be able to communicate when you need to, or not get an answer when you want to. Listen to how your phones are being answered and ask yourself if the welcome greeting truly reflects how you wish your practice to be seen. Welcome new patients, intercept those cancellations and be there for emergency care.  

You’ll be glad you did when you see an immediate difference in your schedule and production! Don’t be like the rest. Be the best of the best. Don’t let customer service be a dying notion in your dental practice. Set a new standard for it!

One of my hobbies is woodworking and I enjoy all aspects of this craft. While I was in college at the University of Oregon I made most of our furniture for our small University apartment. I also worked in a work-study program at the University Craft Center where I had access to a fully-equipped workshop. The Pacific Northwest has a very active arts and craft community and I enjoyed studying from some incredibly talented Master Craftsmen. One of these amazing artisans taught me an unexpected lesson in fee determination.

This particular mentor was a guest lecturer at the University and lived a couple of hours to the east in a small town in the Cascade foothills. He invited me to come visit during one of our school breaks. I was excited to take him up on his offer to visit because he was in his early ‘80’s and I wanted to learn from him while I still had the opportunity. We set up a dinner appointment at his house. I greatly anticipated this visit because he was a Craftsman of the highest regard. His work was displayed in some of the finest museums in the country.

Once I arrived at his house I was very disappointed. He lived a very meager existence. I know that material things do not define success, but I just expected him to live a more comfortable life. We shared a very nice dinner together and after dinner I was drying dishes with his wife in the kitchen. I have never been able to hide my feelings very well and I must have had a look of disappointment on my face. His wife said, “You seem kind of quiet, what are you thinking?” I responded by saying, “I have the highest respect for your husband’s work. He is an absolutely amazing artist and his work is featured in some of the most respected museums in the country. I know that material things do not define success, but I just expected more for you.” She smiled and said, “Oh, I understand. You see, my husband is truly an amazing artist and craftsmen, one of the finest in the world. But he is a very poor businessman. You see, he doesn’t charge what he would like to get. He charges what he would like to pay.”

As I reflected on that statement, I began to comprehend what she was saying. Now, almost 30 years later I often think of her statement when I am reviewing client fee schedules. Is it possible that you don’t charge what you would like to get, but rather, you charge what you would like to pay? I’d encourage you to think about this as you determine your own fee schedule. Keep Smiling!

We all know how much influence the media has on consumers and today we have #1 producer of the most watched cable health TV show in the world as our special guest. Randy Alvarez has directed and produced over 1,100 television health care documentaries in his career. His health care news shows have become a platform for dentists to discuss breakthroughs in their topic area in the communities they serve. Randy’s shows reach over 60 million homes in the US and Canada. There is literally nobody with more experience than Randy on the topic of how to become THE most recognized dental authority in your town.
 
Randy has provided media training to some of the most influential healthcare providers in the world.  Randy discusses how to become a positive person of influence in your own practice. He shares some amazing tips and techniques that will help you design a case presentation that is impossible to refuse.  There are many elements of a successful case presentation and Randy helps you understand these elements so that you become more effective with your patients. The end result will be that more of your patients will say yes to your treatment recommendations and your practice will THRIVE as a result.
 

Download or listen on your mobile device

Running Time 46:37


Find Randy at:
WellnessHour.com
GetStarted.tv
Randy on Twitter
GetStarted.tv
 
Contact Gary and submit questions for the show at http://www.TakacsLearningCenter.com/contact
We appreciate your review on iTunes!