Why Every Practice Should Participate in Charitable Initiatives 

Why Every Practice Should Participate in Charitable Initiatives

Most dental professionals went into the business of dentistry to improve the lives of people who require dental care. So, naturally, we care about helping those in need. But we can use that same desire to make an impact on individuals, our communities, and the world.

These days, charitable initiatives can make more of an impact than ever. Coronavirus is putting everyone through so much stress, and some people could really use help—and hope—right now. It's not hard to get involved in something that will make a positive impact. You could do something as straightforward as sponsoring virtual events. Or even attending virtual events yourself—like hosting a contest to give dentistry to those who need it but struggle to afford it when it's safe to do so. You could even do things outside of dentistry, such as shopping for vulnerable people until it's safer to shop for themselves.

Many of the best and most successful practices regularly participate in charitable initiatives and other ways of giving back. Not only are these great for the world but they are also good for business. Here are just two of the benefits many practices see when they invest in doing good for the world.

Attract and Retain Ideal Team Members

 

 Why Every Practice Should Participate in Charitable Initiatives

 

Those who are passionate about what they do, and aren’t just going through the motions, are the team members you want to attract and retain. But it’s hard for some team members to be passionate about what they do when they don’t feel like they’re a part of something bigger.

An ideal team member is filled with ambition from head to toe. But this ambition often makes them want to make a bigger impact than what’s happening within the walls of a dental practice. So, offer charitable initiatives that can help team members make that impact. If you do, your ideal team members will hear about it and will be applying for a job at your practice in no time.

It’s appealing to potential team members when they are looking at your job listing. It’s also motivating for them once they start working at your practice. They can wake up every day with a smile on their face. They can get out of bed knowing they’re changing the lives of patients more than most dental professionals. They're not just helping them get the dental care they need, but they're working for a practice that's going above and beyond to give to the greater good. That’s sure to keep them around.

Getting everyone to have a smile on their face because they’re changing the world could make your team go from good to great. Some average team members might evolve into amazing team members from that extra motivation and morale. They'll work harder because they have a renewed passion for what they’re doing. Nothing makes a job more special to your team members when they know they’re there for a cause, not just a paycheck.

Attract and Retain Ideal Patients

 

Why Every Practice Should Participate in Charitable Initiatives

 

Corporate practices typically offer cheaper services. But one of the biggest reasons patients choose your practice even if it's more expensive is that they align with your purpose and have a much better experience. When you have a brand that is known for giving, people are more willing to use your practice. And if they're deciding between two independent practices, the one that gives them the best experience and gives back to the world has a big advantage.

You can also attract patients through the specific initiatives you support. You can meet patients at events. People can see your practice listed as a sponsor. And current patients will be able to talk about your practice to their friends, family, and colleagues in a way other practices' patients cannot. 

Moreover, patients who appreciate your charitable side are likely to be even more loyal because of the bond you form through your charitable efforts. They will know their dental visit is about more than just teeth; they’re joining a movement with you.

In today’s society, people are begging for meaning—they’re begging to be a part of something that matters. By having charitable initiatives in place, you enable your patients to be a part of something that matters just by getting treatment from you. That’s a connection that will make them raving fans of your practice and they’ll come back time and time again.

What charitable initiatives could you invest in?

 

Why Every Practice Should Participate in Charitable Initiatives

 

Find something you’re passionate about and see what charitable initiatives you can get involved in. By doing so, you will create a tremendous win for everyone impacted by your generosity while improving your practice for your patients, team members, and you.

If you want help with growing your dental practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

How to Set Your Hygienist up to Reach Peak Productivity

How to Set Your Hygienist up to Reach Peak Productivity

You can’t run a practice alone. That’s why you need to find the best team members you can get to support your vision and help you build the practice of your dreams. Every team member plays an important role.

If your front office member isn’t delivering WOW customer service, you won’t get as many appointments scheduled. If your dental assistant isn’t going above and beyond to give patients a WOW experience, they won’t become raving patients. When any team member falls short, your practice won’t be as amazing as it can be.

One team member that directly impacts the growth of your practice is your hygienist. Hygiene is one of the most important factors in the profitability of your practice—30% of your revenue will come from hygiene. That’s why you need to do these things to set your hygienist up to reach peak productivity.

Make sure the hygiene schedule is productive.

 

How to Set Your Hygienist up to Reach Peak Productivity

 

Oftentimes, your scheduler will block out a whole hour for your hygienist to treat a patient. And, oftentimes, your hygienist will finish treating them before the hour is up. You don’t want there to be periods in between appointments. It's an unproductive day if they spend portions of it sitting around, bored, and twiddling their thumbs. It doesn't matter if they're only doing that for thirty minutes or ten minutes. That unoccupied time is going to add up to a lot of lost revenue.

So, make sure there are no gaps in time. Make sure your hygienist is getting as many patients in their chair as they can with the time allotted. Getting more patients in their chairs means better productivity. Better productivity means better profitability. Better productivity and better profitability mean better practice growth.

However, don’t overwork your hygienist. You don’t want them overwhelmed and laboring until they get so stressed they up and quit.

Train your hygienist to explain a patient’s needs to you before you evaluate them.

Train your hygienist to share a patient’s medical history with you and explain their needs immediately when you come in to check on them. That way, you aren’t coming in and poking around the patient’s mouth for a few minutes to determine what treatment they need. You can speed things up by having your hygienist explain the issue at hand so you can direct your time and focus toward it right away and save time.

Teach your hygienist the right communication skills. 

 

How to Set Your Hygienist up to Reach Peak Productivity

 

It can get monotonous for your hygienist to constantly do the same thing every day. But there's a way to boost the treatment experience for both your hygienist and their patient. It's all about learning the right communication skills.

Teach your hygienist to use the right words when discussing treatment. Encourage them to converse with the patient in a natural way rather than speak dentalese. Show them how to make the patient feel like a VIP. This will lead to a connection between your hygienist and patient that will spice things up. It'll make the time more enjoyable for them both. That smooth relationship will result in increased case acceptance from patients and increased engagement from your hygienist.

Allocate a bigger budget for optimal dental-hygiene instruments.

You want integrity in your dental tools if you want to provide the care your patients deserve and make your job easier. Part of that is sharpening your instruments on a regular basis and keeping good care of them so they can last longer. But you can’t use your dental instruments until they’re rusty.

Put yourself in the shoes of the patient: would you want to be treated with dull, old instruments? Now put yourself in the shoes of your hygienist. Would you want to have to use dull, old instruments to treat a patient? It’s like giving someone a butter knife to cut a steak! It’s a great way to get carpal tunnel, that’s for sure. Make it easier for your hygienist to treat patients efficiently by giving them optimal dental-hygiene instruments.

Have everyone on your team use scorecards.

Every dentist has a vision they share with their team and, if they don’t, they should develop one. But if your team members aren’t measuring anything, how do you know where you’re going? That’s why every team member, especially your hygienist, needs to be using scorecards.

 Is your hygienist helping your practice reach peak profitability?

 

How to Set Your Hygienist up to Reach Peak Productivity

 

If your hygienist isn’t doing these things, then money could be flying out your back door. You can make your practice a whole lot more productive just by making these simple adjustments.

 If you want more help with getting practice to be as productive as it can be, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

How to Lead Your Practice During Challenging Times

In dentistry, it’s not a matter of if challenges will arise. It’s a matter of when those challenges will arise and what the nature of those challenges will be. They can be practice specific, due to a local event or health problem with yourself or a key team member. Or, they can be broader, like the Covid-19 pandemic that started in late 2019.
Challenges test our practice and leadership strength. If our practices are sound, we will be better prepared to navigate the challenging times. If our leadership is strong, we will be much better positioned to support our teams and maintain a healthy practice.

But none of it is easy. And some of it is out of our control. No matter what, the way we respond to the challenge will go a long way to determining how it works out for our practice, our team members, and ourselves in the end.

Here is how you can rise to the occasion, to lead your practice with strength, even in the most challenging times.

1. Stay true to who you are.

The first steps to building a WOW practice include setting a vision for your practice and determining your practice culture and values. During challenging times, it is even more important to lean into your vision, culture, and core values. Use those as a filter through which you make decisions. If you need to make cuts to save the practice, how can you do that in a way that stays true to your culture and core values? How would you deliver the message?

Difficult decisions and conversations often must be made. Make those decisions consistent with your vision, culture, and core values but within the context of your circumstances. That will help you make better decisions and conduct any challenging conversations with the right heart.

2. Focus on relationships, not transactions.

Any crisis will make people worry about their jobs, especially one that reaches far and wide, like the Covid-19 pandemic. That does not only include your team members. It also includes your patients. Be sensitive to the reality of the world around you, and focus on building deeper relationships with the people who matter most to your practice—your team members and your patients.

With the Covid-19 pandemic temporarily closing many dental practices for non-emergencies, you have an opportunity to build deeper relationships with the people who matter most to your practice. This can take several forms, including having team members reach out to patients to check in on how they are doing without any attempt to schedule an appointment. Let them know you care about them and wanted to call and see how they were doing. They will appreciate the outreach and see you for who you really are: a caring group of neighbors.

If you can perform emergency procedures, let them know that, while you are closed for non-emergencies, you are here for them if they need urgent care. It will help put their mind at ease that while you are closing for the greater good of the community, you are not abandoning them. If you are looking for solutions for virtual consults, have a listen to this interview about how virtual consults work.

Also, let your team members know how much you appreciate them and keep them informed with the reality of the challenge. Be open and transparent about the reality and, if you need to let people go, help them apply for available benefits. You can even reach out to them to keep them updated on when the practice might be in a position to hire them back. Here is where you can learn more about Employment Considerations in Uncertain Times.

Investing in treating the most important people to your practice well—and not just focusing on patient or employment transactions—will pay dividends for years to come.

 

3. Look for opportunities.

In every challenging time, there will be opportunities. There will be opportunities to help. There will be opportunities to limit the downsides. And there even will be opportunities to thrive.

What opportunities do you see around you? Could you invest in training for your hygienists? What about your front office team? Could you invest in putting new systems or processes in place? What about putting together a social media strategy for your dental practice or building dental marketing funnels for when things pick up. Zoom is a great resource for having virtual meetings with your team to work on the business.

Can you start a Facebook group for local dental professionals navigating the challenge? You could rise to a community leader and even find high-performers to hire for your practice when things turn around. Whether it’s internally or externally focused, in any challenge, you will find opportunities to come out on the other side of the challenge stronger.

Delivering WOW is here to help train your teams during this time and is providing FREE Training for the next 4 weeks through our Delivering WOW Platinum online training portal. (Use the code FIGHTCOVID) to get started. We will also be hosting a Facebook Live 12 Day Summit on the Delivering WOW Facebook Page starting Monday, March 23rd.

 

4. Focus on the present, not the past or even the future.

When challenges arise, it’s easy to get stuck in a rut focusing on things of the past or stressing about an uncertain future. The strongest leaders, however, focus on the present. If your systems weren’t strong, put new ones in place. If your team training was lacking, start training your team. Stressing about what put your practice in the condition it is today is natural, but it won’t help you come out any stronger.

The same is true about the future. An unlimited number of variables will impact the future, and there’s no way to predict exactly what it will look like. And when you’re in the midst of a challenging time, it’s hard to see a positive future ahead. But we have gone through crises before, and there is always a light at the end of the tunnel. Sometimes the tunnel is longer than we expect. Sometimes it is shorter. But the tunnel will end, and the future will be better and brighter if you focus on making the best decisions in the present.

 

5. Decide who you want to become, and begin working toward making that a reality.

What type of leader do you wish you had during times of crisis? What type of leader do you think your team members need? Visualize that leader, and work toward becoming that leader.

Crises give us an opportunity to rise to the occasion and become the leader we were meant to be. It happens with every crisis. Someone rises to the occasion and shows grit, resiliency, and determination they didn’t even know they had inside them. You can be that leader, rising to the occasion to lead your team like never before.

6. Focus on what you can control.

You can’t control your circumstances, but you can control your responses. Even in good times, life is unpredictable. And in challenging times, there will be many more things that are out of your control than are in your control.

But at all times, there will be one thing you can control: your response. Your results will be determined by how you respond to the events around you.
When times get tough and the stress levels rise, ask yourself what part of your circumstances you can control. Then make the best decisions possible about what you can control, and you will make the best out of any situation.

7. Be creative and resourceful.

It can be very hard, especially for those of us who are used to a routine but, in challenging times, the most creative and resourceful leaders will come out strongest. Encourage your team members to do the same.

This could be as simple as looking for alternatives to in-demand items before you need them. Be ready to order those alternatives because those might be in short supply down the road. Resourcefulness is a skill that will come in handy for a long time.

8. Express gratitude daily.

No matter how bad things get, there will always be room for gratitude. Every day, wake up and name three things you’re grateful for, even if it’s just clean linens, hot coffee, and fresh air to breathe. When things get stressful, take a moment to repeat the exercise. Look for things to be grateful for in everything you do.
Gratitude is powerful. It puts things in perspective. It helps us focus on what matters most in life. It often makes us realize that, no matter what happens with our practices, we have what matters most in life and will be okay in the long term.

9. Stay connected with other leaders.

In times of crisis—especially world-wide ones like the covid-19 pandemic—the collective wisdom of those around you will help get through it.
Join Facebook groups like the Delivering WOW Dental Hangout. Follow the guidance of local or national dental associations, like the ADA, which issued important guidance about performing emergency and nonemergency dental care during the coronavirus pandemic.

The other leaders will help share vital information about resources, restrictions, and decisions they’re making. They will also be shoulders to lean on to help you more confidently lead your team well.

You have what it takes to lead your team through challenging times.

If there’s one thing that’s true about dental professionals everywhere, it’s that we all have the ability to lead our teams well, even during times of crisis.
We have a strong work ethic. Otherwise, we would not have made it through our education and training. We have strong decision-making skills. Without them, we would not be able to help patients make the best decisions for their health. And we have strong interpersonal skills. Otherwise, we would not survive in such a high-touch industry like dentistry.

And in times of crisis, we have an opportunity to demonstrate the best of our abilities and lead our teams better than we ever have before. You have what it takes. If you need help, join me and thousands of other dental professionals in my FREE Facebook group, the Delivering WOW Dental Hangout. We’re here to support you.

Delivering WOW is here to help train your teams during this time and is providing FREE Training for the next 4 weeks through our Delivering WOW Platinum online training portal. (Use the code FIGHTCOVID) to get started. We will also be hosting a Facebook Live 12 Day Summit on the Delivering WOW Facebook Page starting Monday, March 23rd.

2 Ways to Get Your Team Started off on the Right Foot Every Morning

2 Ways to Get Your Team Started off on the Right Foot Every Morning

Your team needs to start off every morning the right way if you want the amazing results you deserve. If you aren’t doing morning huddles, you should; they’re one of the best ways to get your team to do their best work every day.

We can work towards our vision by sharing our objectives with our team, and this can be done easiest during the morning huddle. But even if we meet every morning, sometimes we can find that our team still isn’t doing their best work. Believe it or not, it’s usually because one of your team members is upset — and their negativity is contagious. Their sour mood has a huge impact on your patients and other team members.

Your team is your family. The key to getting them started off on the right foot every day is being there for them through thick and thin. Here are two ways you can ensure they’re feeling in good spirits every morning.

1. Focus on how your team members are feeling during the morning huddle, not the numbers.

 

2 Ways to Get Your Team Started off on the Right Foot Every Morning

 

It’s great to monitor KPI’s and make adjustments during your morning huddles. But that’s not the only thing you should be focusing on. Measuring stats should only be a small part of the meeting. Designate the majority of the huddle to check in with how your team is feeling.

If one of your team members is grouchy, it’s going to breed drama. It's going to put a dark cloud over your practice where everyone is in a bad mood. Energy vampires can ruin the mornings for everyone else.

So, in your team huddle, ask one question: “Who is not at ten today?” Encourage your team members to be honest about their current mood. If someone is feeling at three, then it’s up to the rest of the team to support them, build them up, and bring them up to a ten.

Even if everybody is at a ten, continue to support them by showing appreciation. It's demoralizing when you work your butt off at work and nobody ever shows that they appreciate you. You’ll feel like you aren’t worth anything to anyone. You won’t be enthusiastic about getting out of bed on a cold morning. It won't be exciting to make the commute into the office and interact with your team or do your job. But when your team members come in feeling like they’re a big part of the practice, they’ll be happy to get to work and they'll be more engaged.

2. Put the morning people upfront and the non-morning people in the back for the first hour of the day.

 

2 Ways to Get Your Team Started off on the Right Foot Every Morning

 

We all know someone who isn't a “morning person.” If you have a front desk team member who isn’t a morning person, get into a routine where they sit in the back for the first hour of the morning.

Have another front desk team member who is a morning person replace them for the time being. That way, the non-morning person isn't shooing patients away with an unhappy-looking face. They can remain productive in the back. Have them handle insurance or whatever other tasks they can do that doesn’t require interacting with patients.

Now, that being said, you wouldn’t put a hygienist up at the front desk. That’s not what they’re trained to do and it’d mean patients aren’t getting the treatment they need. But, if your hygienist is a non-morning person, tell your scheduler not to book the hygiene appointments in the first hour of the day. They can stay an hour later, instead, so you can still meet those productivity goals.

Is your team getting started off on the right foot every morning?

 

2 Ways to Get Your Team Started off on the Right Foot Every Morning

 

A lot of the time, you don’t know what’s going on at home that’s making one of your team members grouchy. They could be dealing with a really bad situation that’s spilling into their attitude at work. A loved one could be sick. Their newborn could be keeping them up all night. They could be going through a divorce. The possibilities are endless.

For some team members, the issue might just be that they're not a morning person. Regardless of what's going on in the lives of your team members, you need to be emotionally available. Being sensitive to the needs of your team members is the key to getting them started off on the right foot every day.

If you want more help with building a WOW practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

6 Ways to Build Deeper Connections With Patients

6 Ways to Build Deeper Connections With Patients

Patients don’t know how amazing you are at dentistry. When they come to your practice, what they’ll remember the most and what they’ll come back for is a WOW experience.

There are many ways to offer a WOW experience and create a WOW environment for your patients from the moment they walk in. But interacting with them is a super important part of it. That’s why you need to know how to make your patients feel special through how you interact with them.

1. Compliment them.

 

6 Ways to Build Deeper Connections With Patients

 

Kindness goes a long way. If your patient is having a bad day, and even if they’re not, you can get them to smile when they come in by just giving a simple compliment. Don’t be ingenuine about it, but if you like the color of their dress or the design on their t-shirt, let them know.

2. Ask them about their life.

Needless to say, your patients have a life too. They have families, hobbies, passions, and things that matter to them. Don’t only have small talk with them about the local sports team (unless they’re a coach, their son plays on it, or they brought it up). That doesn't mean you should pry too much and ask for details that make them uncomfortable. But they’ll feel special when they know you care about them. They'll feel complimented if you're interested in them beyond just getting them in your chair.

If you find out they just became a grandfather, ask them about their newborn grandchild the next time they come in. If they just got married, ask them about where they’re going for their honeymoon. Patients want to feel like more than a number—they want to feel like you value them as a person. They want to know that you remember them. They don't want to feel like you're just churning through appointments impersonally, trying to make money and nothing more.

3. Give them gifts.

 

6 Ways to Build Deeper Connections With Patients

 

You aren’t Santa Claus, but you can give your patients small gifts. These gifts will make them feel special and, meanwhile, market your brand. There are a million websites where you can buy things like stress balls, toothbrushes, reusable water bottles, and so on. Pick whatever items you want to put in a goodie bag. Then put your logo on them and give them to patients as gifts.

4. Offer custom scheduling.

Ask your patients how long they’d like their appointment to be. Not every dental appointment needs to take an hour. Oftentimes, a patient will come in for a cleaning and their treatment will be finished twenty minutes early. If you can schedule them for specific time increments—half an hour, 45 minutes, etc.—ask them what they prefer. Maybe they need to get somewhere and those few minutes will make a big difference in freeing up their schedule.

5. Accommodate them.

 

 6 Ways to Build Deeper Connections With Patients

 

At Delivering WOW, we believe in giving patients a WOW experience by making them feel like they’re VIPs. We offer warm towels, iPads, gourmet coffee, and more.

If you do too, your front desk members shouldn’t just point out these accommodations and let the patients do what they want to do. They need to interact with them more than that. Tell them to go above and beyond when serving them. They should be grabbing waiting patients the cream they want with their coffee or whatever else they’d like.

6. Keep them comfortable during conversations.

When your patients are sitting in your chair and you’re treating them, lying down is the most comfortable way for them to sit. But if you’re talking to them, then you need to sit them up. Take your mask and glasses off and read their body language with eye contact.

A patient isn’t going to like lying down, unable to make eye contact or see your face, with your hands and metal hooks sticking in their mouth. That’s uncomfortable for them and they won’t feel like you care about what they have to say.

Are you making your patients feel special?

 

6 Ways to Build Deeper Connections With Patients

 

Even if you offer the best dentistry in the world, patients won’t become raving fans of your practice and refer you to their friends and family if they just feel like a customer rather than a VIP. That’s why you need to offer a WOW experience and interact with them the right way so they feel super special.

If you want more help with building a WOW practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

3 Simple Steps to Improving Your Practice Brand While Doing Good in the World

When patients leave your practice, what do they remember? Is it your dentistry? Nope. What they DO remember is how they feel when they’re at your practice. Read this blog for 3 steps to make patients remember you for the right reasons

If you’re only worried about the quality of your dentistry, you will always struggle to grow your practice. Patients rarely remember how amazing your dentistry is, only thinking about it when something goes wrong.

What they do remember is how they feel when they’re at your practice. They remember what your practice does that other practices don’t do. They remember what makes you and your practice unique. 

Quality dentistry is something they expect. It doesn’t make you stand out. What you do other than dentistry will help you stand out. If you do good things and delight patients for the better, you will stand out in a good way. If you don’t, you’ll either be forgotten or stand out in a bad way. 

One of my favorite ways to stand out in a good way is to support important causes in your local community and the world at large. Not only is it good for the world but people prefer products or services from companies that participate in social responsibility. Patients like to know getting treatment from you means they’re funding philanthropic efforts. And it’ll give them talking points to bring you up to their family, friends, and colleagues.

Here are three simple steps to improve your practice brand while doing good in the world.

1. Determine a charitable cause that you’re passionate about.

 

3 Simple Steps to Improving Your Practice Brand While Doing Good in the World

 

What is meaningful to you? What do you stand for? Do you want to be known for something specific? What do you want your legacy to be? Ask yourself these questions and get input on your team to find a cause every one of you can get behind.

This will help you determine what you can focus on in regards to your charity efforts. It will increase the sense of fulfillment you’ll get from being charitable as well because you’ll be giving to something that’s personally significant to you.

2. Partner with a charity or organization that supports that cause.

 

3 Simple Steps to Improving Your Practice Brand While Doing Good in the World

 

There’s a nonprofit charity or organization that aligns with almost any value you’re passionate about. Once you find the right one, reach out to them and ask about partnership opportunities. 

This partnership could be something as simple as making monthly donations to something more involved. Many organizations have formal joint venture structures and even joint promotion materials.

3. Be loud and proud about your charitable partnership.

 

3 Simple Steps to Improving Your Practice Brand While Doing Good in the World

 

If you want to fly under the radar, that’s very respectable. But it’s not going to mean much in regards to building your brand. If people don’t know about your charitable partnerships, they’re not going to be as motivated to come into your practice as they would be if they knew what you’re doing with the money they spend for treatment.

You can get the word out by sponsoring events, doing public events for the communities you’re giving to, through marketing campaigns, or whatever else you can think of that’ll get the word out there. Help people become aware of your purpose and they’ll become aware of your practice as a result.

What charitable cause are you passionate about?

We got into the business of dentistry to improve the lives of our patients but that doesn’t mean we’re limited to changing lives through dentistry alone. That said, dentistry is what we’re best at, and offering charitable dentistry can be a great way to give back while building our brands.

If you want help with building your brand, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

Two Scheduling Strategies to Increase Revenue for Your Practice

Two Scheduling Strategies to Increase Revenue for Your Practice

Over the last twenty years, the internet has made things like scheduling appointments with dental practices easier than ever before. Patients don’t have to scan through their phonebook to find a dental practice. They don't have to sit on the phone with their insurance company to make sure the practice accepts their insurance. And they don't want to do any of that anymore.

That’s why I sat down with Tom Brown, Vice President of Sales at LocalMed. Tom and I talked about how LocalMed can make it so no patients ever face a complication with scheduling an appointment with your practice online.

Our conversation inspired me to share two simple tricks I’ve learned that make it simple and convenient for any patient to book an appointment with your dental practice. After all, when it’s easy to book an appointment, it’s easier for your practice to grow.

Send social media leads to a simple scheduling page.

 

Two Scheduling Strategies to Increase Revenue for Your Practice

 

Now that we’re in the 2020s, social media is something almost everyone uses. So, dentists need to make sure scheduling an appointment is quick and simple for patients who are finding them through social media. 

At Delivering WOW, we’re all about using Facebook marketing, or really any form of internet marketing for dental practices, to grow your practice. Whether you prefer placing your ads on Facebook, Instagram, or any other site, making it easy for leads to schedule an appointment can increase your results significantly.

Many prospects from social media websites won’t take the time and effort needed to call your practice or navigate a complicated scheduling process. Make sure to direct social media leads to a webpage with a simple, prominent scheduling option.

Make scheduling a patient’s next appointment a habitual part of the post-appointment process.

 

Two Scheduling Strategies to Increase Revenue for Your Practice

 

If a patient leaves the office without scheduling their next appointment, it is unlikely that they will do so any time soon. Their life will take over and unscheduled treatment will sit for weeks, months, or longer. Or, maybe they won't want to spend the money. Or they might forget to schedule the appointment. It's critical to schedule the appointment before they leave. Even if your team member has told them they need to reschedule for more treatment, a patient might never schedule if they leave your office. 

To combat this, have your team members be more proactive about scheduling after each appointment. They can do this by confidently in two simple steps. First, they should tell the patient how much time is needed for their next appointment. Second, they should ask what time of day or day of the week the patient prefers to come in. Those two steps lead the conversation to choosing the right time for an appointment. That way, you avoid discussing whether the patient will schedule the appointment at all.

Another benefit of scheduling in the office is you remove all complications from scheduling. Your team member does everything for the patient. All the patient needs to do is confirm the time works for them. 

Are you making scheduling convenient for your patients?

 

Two Scheduling Strategies to Increase Revenue for Your Practice

 

To Tom, these tips are just the tip of the iceberg. He offers many helpful tips and tricks to make scheduling easy for your patients. To learn more from Tom about how to increase revenue through strategic scheduling strategies, head on over to LocalMed’s website or join us at this year’s Delivering WOW Live Summit event, where he’s scheduled to speak, which takes place in New Orleans, LA, on March 13-14th!

If you want help with getting patients to schedule appointments with your practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

3 Ways Your Team Members Can Make Your Practice More Productive

3 Ways Your Team Members Can Make Your Practice More Productive

Every dental practice, no matter how productive, has missed opportunities and money flying out the door. Even practices doing an amazing job meeting or exceeding production goals have room for improvement.

No one will ever reach perfection in any aspect of their practice. If your vision is to become a highly productive practice, then you’ll need a highly productive team to support your practice vision

Whether you’re struggling to stay in business or firing on all cylinders and looking to increase your bottom line, these three tactics can do amazing things for your practice.

Review charts before each patient comes in.

 

3 Ways Your Team Members Can Make Your Practice More Productive

 

Whether you keep them online or in a file cabinet, every patient’s chart should be well documented. Most dentists keep documents for patients to deal with logistical concerns when they arise. But these documents can actually lead to increased productivity just by being reviewed daily.

Every day, before a patient comes in, have a team member review their chart. Have them look at health histories, x-rays, any unscheduled pending treatment, and more. Have this information top-of-mind for when the patient comes in. That will make sure any issues or procedures that need to be addressed will get done. With more gets done, revenue and profits go up and your patients will get the care they need.

Take intraoral photos and discuss issues with patients.

 

3 Ways Your Team Members Can Make Your Practice More Productive

 

You know the old saying: “A picture is worth a thousand words.” 

Have your assistant show your patients the dental issues that need to be resolved—such as cracked teeth, or leaking fillings—and explain to the patient what's going on in their mouth. 

Something as simple as having a visual to go along with the case presentation can make you thousands of dollars month after month. Taking intraoral photos of all of your patients ensures you can see—and show patients—everything that needs to be done to ensure optimal oral health.

If you need help training your team to discuss issues in ways that resonate with patients, these three strategies can help you improve case acceptance. If your team members get trained to discuss issues well, patients will be much more inclined to say yes to your treatment plan.

Help patients visualize a better life.

 

3 Ways Your Team Members Can Make Your Practice More Productive

 

Your patients want treatment for a reason. They have a vision of what it can mean for them and their personal lives. Make sure your team members discuss how their oral health issues are impacting each patient’s life.

Perhaps someone is coming in for teeth whitening because they have work or school photos coming up. Someone else might want dental implants because they’re sick of not being able to eat their favorite type of food or smile confidently. The list goes on.

If your team member can determine what is motivating your patient to get treatment, it will be much easier to present your treatment plan in the right context. In that case, present your treatment plan in such a way that it makes clear to your patient that getting treatment will help them achieve something they desire. That type of presentation will make the patient equate the cost of treatment as an investment in the outcome they want, instead of as a payment for a dental procedure. With an investor’s mindset, they will be much more likely to move forward with treatment.

What are your team members doing to make your practice more productive?

There are many strategies your team members can use to help make your practice more productive. At Delivering WOW, we’re determined to help you develop those strategies to get the results you deserve. 

If you want more help with getting your team members to help make your practice more productive, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

Why Every Practice Should Consider Starting a Membership Program to Unlock Massive Growth

Why Every Practice Should Consider Starting a Membership Program to Unlock Massive Growth

At Delivering WOW, we believe the benefits of starting a membership program in your practice make it a no-brainer. 

To help you evaluate whether one is right for you, we recently sat down with Jordan Comstock to discuss how. Jordan took the time to explain how membership programs work and how his company, BoomCloud, helps dentists utilize membership programs to get their practice to reach peak profitability.

Here are three of our favorite reasons why every practice should consider starting a membership program.

Help more people get dental care.

 

Why Every Practice Should Consider Starting a Membership Program to Unlock Massive Growth

 

At PPO practices, frustration about insurance is common. For many patients, the complications that come with dental insurance make it just as infuriating to them, too. As a result, patients frequently resort to paying more out-of-pocket than they need to. Those out-of-pocket expenses can really add up to the point that they don’t come in for preventative dental care as much as they should. They only come in for emergency care or when they can’t kick the can down the road any longer on their oral health issues.

Moreover, while health insurance is a common employee benefit, dental insurance isn’t. This leaves a big gap in the market for people who would want dental care but need an affordable and predictable option. 

Finally, many retired patients lose their dental benefits and let their oral health decline. When patients retire, dental insurance can become prohibitively expensive. So, they let their oral health deteriorate. That’s a huge problem. 

Offering a membership program can be the solution for many people and position you as a dental provider of choice.

Create predictable recurring revenue for your practice.

 

Why Every Practice Should Consider Starting a Membership Program to Unlock Massive Growth

 

Oftentimes in dentistry, one month will be super busy and another month will be super slow. There’s a lot of fluctuation throughout the years—kids go back to school, holidays mean people have less money to spend, and more. Jordan refers to this volatility as “feast and famine” months. 

Running a business in which you have to depend on feast and famine months can be very stressful. A lot of factors can make the difference between practice growth and a struggle to make a profit. Membership plans can make revenue more predictable and reliable. 

Jordan works with practices that generate $30,000 to $40,000 a month from just automatic membership plan fees, and that doesn’t include dentistry from non-members. Why start at zero every month when you can start at $30,000 to $40,000? If you’re starting your month at $30,000 to $40,000 as your baseline, you can shoot for higher growth. How nice would it be to aim to start each month with $100,000 in membership plan fee revenue?

Keep your patients loyal.

 

Why Every Practice Should Consider Starting a Membership Program to Unlock Massive Growth

 

When patients have insurance plans, they might only be loyal to you until they need to change plans. If they change jobs, you might lose a patient. If their plan gets expensive and they need a new one you might lose a patient. But if they are on your membership plan, a job change won’t impact their dental coverage.

That’s why patients who sign up for your membership plan will likely become very loyal to you. They’ve paid for a membership and they’re not going to forgo the benefits that come with it. Jordan has found that, when a patient becomes a member, they end up spending two to three and a half times more with that practice than a non-member would.

Does your practice have a membership program?

Whether you have a membership program already in place or decide to start one, make sure you educate your patients about your plan. Tell them how it works and all the benefits to them. Be sure to explain exactly how it works so they know what they’re buying into and how to maximize their benefits. If you do, you can create mutually beneficial relationships with patients that can last years and years! 

For more strategies on making sure your practice grows to its full potential, join the Delivering WOW Platinum Coaching Program, where you and your team can access the best trainings and coaching from leading experts on all aspects of growing a WOW dental practice.

How to Make a WOW First Impression When Patients Come to Your Office

How to Make a WOW First Impression When Patients Come to Your Office

 

Whether they’re new or existing patients, the impression you make when a patient walks through your door sets the stage for the experience they will have in your office that day. And the people who are going to make that first impression on your patients are your front desk team members.

Front desk team members are some of the most important people in your practice. They can help to grow your practice exponentially by making patients feel welcome and giving them a WOW experience that gets them coming back and referring their friends and family.

Here’s how your team members can make a WOW first impression on every patient who walks through your door.

Introduce yourself with friendly and engaged body language.

 

How to Make a WOW First Impression When Patients Come to Your Office

 

When a patient walks through the door, a front office team member should stand up and shake their hand. Welcome them to the office—or back to the office—with a smile. It might feel awkward at first, but you will stand out in a good way.

Body language is important. When your front office team member is slouched back in their chair or looks disinterested when they greet a patient, the patient will feel unwelcome. Nothing they say will come across as authentic. The patient won’t feel appreciated or welcome.

After shaking the patient’s hand with a smile, the team member should introduce themselves or remind the patient of their name. If they know the patient, they should use the patient’s name during the greeting. If it’s a new patient, confirm their name, and then use it. Using patients’ names makes them feel less like a customer and more like a VIP.

It’s important that your front office team member never makes a patient wait for that greeting, either—even for a brief moment. Someone should greet the patient right away. If they’re busy doing other work, they should pause, greet the patient, and finish the work later.

Engage in genuine and appropriate conversation.

 

How to Make a WOW First Impression When Patients Come to Your Office

 

After greeting the patient with positive body language, the next step to making a WOW first impression is to engage the patient in genuine and appropriate conversation. Focus on the patient, pay attention to what they’d like to discuss, and make sure things stay appropriate. If the patient seems interested in talking, inquire about talking points, and keep the dialogue going. If the patient doesn’t seem interested in chitchat, shut it down to move forward with the next steps in making a WOW first impression.

Also, make sure the conversation isn’t scripted. People know when you’re following a script. Using a script just doesn’t come from the heart, and it means the front office team member doesn’t have the right intention—dentistry is about treating patients and changing their lives, not selling services and making money.

Give the patient clear direction.

 

How to Make a WOW First Impression When Patients Come to Your Office

 

The final step to making a WOW first impression is to give the patient clear direction as to what they should do next.

Tell them to get comfortable. Offer coffee. Show them where the restroom is. Offer other amenities you provide patients. Then, tell them when the doctor will be ready for them so they know what to expect next.

How is your front office greeting the patients who come into your practice?

Your front office team members are responsible for patients while they are in their area. Do they treat patients how they would want to be treated?

If patients feel welcome and comfortable, they will trust you and your staff. They will be more likely to accept your treatment plan. And they will be more likely to refer their friends and family or leave a five-star review. Ensure your team members make a WOW first impression every time a patient walks through your door.

For more strategies on building a WOW front office team, join the Delivering WOW Platinum Coaching Program, where you and your team can access the best training and coaching from leading experts on all aspects of growing a WOW dental practice.

4 Words to Avoid When Presenting Treatment Plans

4 Words to Avoid When Presenting Treatment Plans

Accepting treatment is a big decision for any patient, especially when high-value procedures are involved. It can cost a lot, and it can be scary for some patients when you tell them the best plan of action is to do something uncomfortable like get a tooth extracted.

No matter how scary the procedure is to patients, there’s a lot you can do to get patients to accept your treatment plan. For example, acting personable and caring and having the right systems in place can help. But one thing a lot of dentists overlook is word choice. In fact, you can immediately improve case acceptance by avoiding these four simple words.

“Maybe”

 

4 Words to Avoid When Presenting Treatment Plans

 

If something is “a maybe,” it’ll likely be a “no.” Maybe conveys a lack of confidence. It conveys a lack of urgency. So, if a patient asks whether they need to address an issue, answer confidently. And when you suggest something to a patient, be clear. Never say, “Maybe we should fix this issue.” Instead, say “We should fix this issue” or “Yes, fixing this issue will improve your health.”

Put yourself in their shoes. Imagine you’re at a dermatologist, and after examining your skin they tell you they’re worried about a mole and want to remove it. Most people would be less likely to pay for them to cut it off if they said, “Maybe we should remove this mole.” They’d be more likely to ask about alternative treatments or whether the mole can be tested before spending the money on removing a mole that turns out to be not problematic.

Most people would be more willing to accept treatment if the dermatologist says, “We need to remove this mole. It poses a threat to your health.” That decisiveness makes removing the mole an urgent matter that is putting the patient’s well-being in jeopardy.

“Cheap”

When you tell people something is cheap, there are usually two thoughts that will go through their head. The first is that if it’s cheap, then it’s low-cost. The second is that if it’s cheap, then it’s low-quality.

“Cheap” is a harsh word. Always be replaced with “affordable” or in terms of “value.” When someone tells you something is affordable or a good value, it comes across as being low-cost but without the negative connotation of it being low-quality. Thus, when talking with patients, talk about procedures being affordable or a good value instead of cheap.

“Cost”

 

4 Words to Avoid When Presenting Treatment Plans

 

Speaking of low-cost, avoid saying the word “cost” to a patient when discussing treatment. For example, if you tell a patient that getting an implant is going to cost them $5,000, they will immediately think of how much money they have in the bank. If they don’t have $5,000 in the bank (or a credit card with a high available credit that they’re willing to tap into), they are less likely to move forward. When discussing financial terms, focus on monthly payment plans instead of the total price and let them know you have several ways to help them fit their treatment needs into their budgets. Most patients think in those terms.

Instead of discussing “costs,” focus most of your discussions on the “value” of the procedure. That makes patients think about your treatment plan as an investment in achieving an outcome they desire. For example, you might say “The real value is having a fully-functioning smile again. You’ll be able to eat what you want. You won’t have to remove your dentures anymore. And you’ll be able to avoid large expenses that come from your teeth shifting or bone loss.”

Reminding patients of the value of your treatment plan and the outcomes they will receive, helps them better appreciate the benefits of moving forward with your plan.

“Problem”

While it might seem logical for people to try to “solve” problems, the reality is most people try to avoid them. Thus, when you describe something as a “problem” to a patient, many patients will instinctively push back or procrastinate. “Problems” feel big to patients. And big feels expensive to patients. Thus, of the patients who are of the mindset to find a solution—rather than to procrastinate—many will seek second opinions, giving another practice an opportunity to woo your patients.

Instead of the word “problem,” reframe your presentation using the word “issue.” It’s a gentler way of saying there’s a situation with their teeth that can be resolved through the treatment plan you’re presenting to them. Thus, instead of “the problem with your tooth is,” you might say, “there’s an issue with a tooth in the bottom right of your mouth that requires” and then present your treatment plan to the patient. Your patient is much less likely to push back when you present the issue rather than a problem.

Have you been using these four word when presenting your treatment plans to patients?

 

4 Words to Avoid When Presenting Treatment Plans

 

Consistent case acceptance can make or break your practice. Word choice might seem like a nuance that doesn’t amount to much but patients are much more likely to move forward with treatment plans when you avoid these four words.

If you want more strategies to help you increase case acceptance, plus coaching for you and your team, and more, join our Delivering WOW Platinum Coaching Program today.

How to Always Get the Best Work From Your Team

How to Always Get the Best Work From Your Team

 

You can deliver the best dental care in the world, have the latest technology, and serve the most gourmet coffee to your patients, but you can’t run a WOW practice without an amazing team.

One of the best ways to make your team do great work is to make them feel a part of the process. When they feel like they’re a part of a practice family and are contributing to achieving your practice story, they’ll be more motivated and happier to wake up in the morning and come to work. They’ll feel their role is meaningful.

So how do you achieve that? One of the best ways to do that is to create a culture in which both you and your team are open to receiving feedback from one another. This creates a safe environment for growth and support and ensures you and your team are constantly improving. With many leaders, this can be a struggle because many of us feel like we need to have all the answers. But when we hire the best team members, their talents and experiences will complement ours and make their feedback extremely valuable to elevating our practices to a whole different level.

Here are three keys to creating a culture in which giving and receiving feedback leads to consistent growth and high performance.

Always ask for feedback.

 

How to Always Get the Best Work From Your Team

 

Many times, team members are uncomfortable giving feedback to the doctors. It’s a natural concern for people to be concerned giving feedback to their leaders—especially when it’s constructive criticism.

To make your team members more comfortable with giving you feedback, ask for it. Also, ask for it in a very specific area, and request suggestions for improvement. The more focused and specific you are, the easier it will be for someone to respond. For example, you could ask, “Do you have any suggestions for how we can adjust how we schedule to improve production?”

Also, try to get a more rounded perspective when asking for feedback. Ask a number of team members for input when it makes sense to do so. Get everyone involved.

Be grateful for feedback even if you don’t like it.

 

How to Always Get the Best Work From Your Team

 

Receiving feedback helps build vulnerability-based trust and a safe environment where people help each other improve. You don’t have to agree or disagree with what they have to say. Just thank them for having the confidence to try to help you improve. By encouraging it, you also won’t seem hypocritical when you give someone feedback.

For example, it’s hard to not get upset when someone says you were tone-deaf with a patient. But if you want to get the best work from yourself, you have to take a step back and be objective about their feedback.

Everyone has room for improvement. If everyone is able to look at constructive criticism pragmatically, you can start to create a culture of consistent improvement.

Encourage everyone to seek feedback from patients.

 

How to Always Get the Best Work From Your Team

 

Make sure everyone on your team looks for feedback from patients. In your office or online, what do they say? What can you read into how they act when they are in your chair? And what is their body language like when they are in your chair?

Team members aren’t the only ones who can give you feedback, but they can be a very helpful resource for gathering patient feedback. Make sure they pay attention to all forms of feedback from them, and not just from the online reviews.

When you receive feedback from patients, react the same way you would with a team member delivering feedback. Be grateful for it, and look for the practical takeaways you and your team can use to improve.

Are you getting amazing work from your team consistently?

Nobody is perfect, and nobody is going to do everything right all the time. We all have development areas. The best way to improve everyone's performance is to ask for feedback, be grateful when we receive it, and encourage everyone to seek feedback from patients. Then, you will create a culture of constant growth and improvement with a free flow of feedback in all directions. It will set the standard that all team members are expected to do their best work and constantly improve—leaders included.

If you want to learn more about building a practice culture in which everyone thrives, join our Delivering WOW Platinum Coaching program, and start learning from the best experts in the dental industry today!

How to Attract and Retain Patients in a Competitive Market

How to Attract and Retain Patients in a Competitive Market

 

It used to be that you could hang a sign up in front of your dental practice with the word “Dentist” on it and you’d be one of the only dentists in town. Locals would stroll through your doors when they needed to get treatment because you were the closest and most convenient clinician around. 

Unfortunately, it’s not so simple to get patients to come to your practice anymore. Competition is bigger than ever, and patients have access to more information than before. That means we have to adopt a different mindset when attracting new patients as well as to retain existing patients. When we do, we can attract the patients we want to grow our practice and then retain those patients for the long term. Even better, we can get those patients to sing our praises online and tell their family and friends about us, making our marketing efforts even easier.

Here are two ways to attract and retain patients no matter how competitive a market you practice in.

Make all patients feel like VIPs.

 

How to Attract and Retain Patients in a Competitive Market


When a patient comes in for treatment, they aren’t too concerned about your clinical skills. They have already concluded that you know how to treat them. In fact, most assume you do because of your training. Thus, while it’s obviously important that you do an amazing job, quality clinical care isn’t a selling point. Making all patients feel like VIPs
is a selling point. Treating all patients like VIPs creates loyalty with current and new patients and gives you great content to use in your marketing campaigns. 

Does your team make patients feel like VIPs when they come in? How were they greeted by the front desk? How were they treated by the dental assistant when they were handed off? And how did the dentist present a treatment plan to them? 

What’s your office environment like? Patients care a lot about how the environment made them feel. A comfortable waiting room with access to magazines that interest them and coffee they like turns what most people expect to be a boring experience into a relaxing one. Having iPads with music people can enjoy in the OP as they receive their treatment can make a stressful experience more pleasant. The list goes on. 

Too many practices overlook the experiences they provide to patients but just a few small tweaks can often help attract and retain more patients, especially in a competitive environment. 

Create a WOW online presence and get patients to share their experiences online.

 

How to Attract and Retain Patients in a Competitive Market


In this day and age, everything is on the internet, and
online reviews are becoming more and more important. There are sites like Yelp and Google where you’ll be graded on a scale of 1-5 stars and people will talk about their good, bad, or ugly experience at your practice.

If you don’t match your online presence to the in-office experience you provide, you could lose a lot of potential patients. When patients see your marketing, they will often visit your website. Does it demonstrate the look and feel you want to convey in the market? Make sure your online presence matches your dental brand. If you need help, here are seven ways to supercharge your practice website.

Also, you can be sure that many new patients have analyzed your online reviews before they came into your practice for treatment. If another practice has a 5-star rating with great online reviews and you have a 3-star rating with only a few mediocre online reviews, who do you think they’ll go to for their treatment?

It can be a struggle to get patients to leave online reviews sometimes. But if you work hard to deliver an experience that WOWs them, make sure you encourage them to share their experience online. Here’s a simple two-step process to get patients to leave positive online reviews for your practice.

Are you attracting a regular stream of loyal patients?

 

How to Attract and Retain Patients in a Competitive Market


Do you consistently have trouble getting patients to come in and then stay loyal customers? Getting in your patients’ mindset to make them feel like VIPs and get patients talking about their positive experience with you can help you attract and retain patients in even the most competitive markets.

If you want even more help growing and marketing your practice, sign up for the Delivering WOW Platinum Coaching Program where you can find more training and coaching on all aspects of running and growing a high-profit dental practice.

A Simple Two-Step Process for Getting Online Reviews for Your Practice

A Simple Two-Step Process for Getting Online Reviews for Your Practice

When you first get started with the marketing strategies I teach, you might be surprised by how simple they are at their core. Whether it’s Facebook marketing for dental practices, dental marketing funnels, or any other strategy I teach, all of them boil down to applying what has worked for decades to the modern world. By doing so, we are able to get better, faster, and more affordable results.

For example, dental marketing funnels involve taking the conversations we used to have with patients in person on webpages and email. Boosting Facebook Live videos to thousands of people moves the videos we used to display on television to social media. And Facebook advertising helps us send targeted ads to people we used to only target through postcards. With all of the things we teach, all we are doing is using modern tools to get better results from the things that have worked for decades.

The same is true for collecting online reviews. Whether it’s a restaurant or a dentist, prospects often search Google before going to a business. So, whether someone gets referred to our practice or finds us because of a Facebook Ad, chances are they will search for reviews before making an appointment. Here’s the simple two-step process we use to get online reviews from our practice.

Step 1: Provide an experience people can’t stop talking about.

 

A Simple Two-Step Process for Getting Online Reviews for Your Practice

 

It is pretty easy to get reviews if you don’t skip this critical first step. When patients have WOW experiences at your practice they won’t be able to help but talk about your practice. They’ll tell you and your team how amazing their experience is. They’ll talk with friends, family, and coworkers, too.

Are you providing experiences your patients will talk about? It doesn’t have to be complicated to do so. For example, patients love when we provide warm peppermint-scented towels after treatment, give office tours, and kids go to the toy box first. It’s so much different than most other dental practices.

In addition to providing experiences unlike other practices, giving patients WOW experiences builds deeper relationships than they get anywhere else. That makes them more likely to want to reciprocate all the goodwill you build up with them. And two of the most common ways patients reciprocate are leaving online reviews and telling their friends, family, and coworkers about you.

Step 2: Ask patients about their experience after every appointment.

 

A Simple Two-Step Process for Getting Online Reviews for Your Practice

 

At the end of each visit, ask your patients, “How was your experience, today?” If you’ve treated them to a WOW experience, the answer will inevitably be something along the lines of “Amazing!”

Once they answer, thank them for the feedback. Then let them know you are trying to help patients who are afraid to go to the dentist because of past experiences and that you will be sending them an online review link and it would mean the world to you if they would share their experience with others. Let them know that patients often say that online reviews gave them the courage to go to the dentist for the first time in a long time. Also let them know that sharing their experience could be the push someone needs to get the care they need to change their life.

Asking about their experience and connecting it to helping others helps transform your request from asking for help to something with a deeper meaning. We can’t just expect people to enter a review when they get an automated text or email. You have to make a connection with them so they want to help you and others.

Are you struggling to collect online reviews?

 

A Simple Two-Step Process for Your Practice

 

Everything I teach is old-school word-of-mouth marketing with a modern twist, utilizing social media and other technological advances to help us get better results in less time and on smaller budgets. Many times—like this—old-fashioned patient care combined with modern technology is the best mix for success. Build deep relationships with your patients and use technology to make the process simple and easy.

If you want even more help growing and marketing your practice, sign up for the Delivering WOW Platinum Coaching Program where you can find more training and coaching on all aspects of running and growing a high-profit dental practice.

2 Skills Every Office Manager Needs to Become a Strong Leader

2 Skills Every Office Manager Needs to Become a Strong Leader

Some dentists run the practice themselves and play the role of a practicing dentist as well as an office manager. That can be a tough road to go down, and we always recommend delegating more. But whether you hire an office manager to delegate the busy role of managing an office or if you want to take on that role yourself, managing is a journey, a learning process, and you need to be a learning organization.

No matter what, you need to trust your office manager because they’re the backbone of every practice. Without strong leadership skills, they will hold your entire practice back. With strong leadership skills, they can help your entire team become more productive. Here are two things you can do to help your office manager become a strong leader.

1. Help them develop an adaptable leadership style.

 

2 Skills Every Office Manager Needs to Become a Strong Leader

 

It would be helpful if one leadership style could resonate with every team member. However, the reality is we have many team members with different personalities and responsibilities working with us. Strong leaders recognize the differences between our team members. Then, they adapt how they engage with each of them to ensure every team member can succeed.

For example, some team members will be more receptive to constructive criticism than others. They might even prefer you don’t sugarcoat criticism—just tell them what they did wrong or what they need to improve. Others might need encouragement when you deliver constructive criticism. Neither personality style is better than the other; they’re just different. In fact, many leaders struggle more with team members who prefer straight-talk constructive criticism because it feels unnatural to deliver criticism without encouragement. However, the best leaders understand the differences among team members and adapt their leadership style to help each team member do their best work.

Adaptive leadership style doesn’t only apply to how you talk with your team members, though. It also applies to the systems, policies, and activities you put in place in your practice. For example, if you lead a book club at your office, might allow people to choose audiobook versions if they don’t learn well with e-books. Or, you might invest in specific tools or technology that might help a team member perform, such as providing a sit-to-stand desk option for team members.

Adaptive leadership is sometimes a learned skill. The best leaders develop the muscle to identify each team member’s uniqueness and quickly adapt to it while staying consistent with office goals and culture.

2. Empower them to be transparent with team members.

 

2 Skills Every Office Manager Needs to Become a Strong Leader

 

Transparency is a tricky topic with dental teams. Some people falsely believe being transparent means you need to tell every team member how much money you make. Others falsely believe being transparent means letting every team member know intimate details of your personal life.

The truth is, transparency is really just about being openly human. For example, we all make mistakes. We have all made mistakes in our past. And we all have fears, insecurities, and challenges. Leaders who pretend they don’t will never build the trust necessary with team members to get them to perform their best. 

When someone messes up in your practice, how leaders respond provides a tremendous opportunity to build trust with team members. Respond with healthy transparency and you will build trust. To do so, pause to consider the situation before responding. Quickly consider whether you’ve made a similar mistake when you were in a similar position. How did your supervisor respond? How did it make you feel? With this employee, was it the first time they made this mistake or have they made it over and over again?

If the team member isn’t a habitual underperformer, consider sharing a time you made similar mistake and what you did to remedy it. Then talk with them about what they can do to improve. It might sound like, “I once did something similar and had to stay all night redoing everything. It happens. Here’s what we need to do to fix it this time and what I suggest doing to avoid it in the future.” Sharing your past mistake provides trust-building transparency and positions you as an empathetic leader. Your team members will be much more likely to perform.

Does your office manager have these two leadership skills?

 

2 Skills Every Office Manager Needs to Become a Strong Leader

 

With transparency and an adaptive leadership style, your office manager will be well on the way to helping your practice achieve its full potential.

If you want help training your office manager to become the best leader they can be, sign up for the Delivering WOW Platinum Coaching Program where you can get coaching from me other top experts in the dental industry.

4 Ways Your Scheduler Can Help You Grow

4 Ways Your Scheduler Can Help You Grow

Effective scheduling is one of the most important components of any dental practice. When done well, it can instantly boost productivity, profitability, and the return on investment for your marketing efforts.

Do you have a dedicated scheduler? If not, having one who is trained in four key growth strategies could be what your practice is missing. And if you already have a dedicated scheduler in place, here are the four growth strategies they should be doing to help you unlock your practice’s full profitability potential.

1. Use “block scheduling” to maximize productivity.

 

4 Ways Your Scheduler Can Help You Grow

 

A good scheduler will make sure you don’t end up with a scrambled schedule where you’re treating patients with different needs at the same time, hopping from one room to the other.

Instead, they’ll set up your calendar so you’re seeing patients with similar needs at the same time of day, scheduling patients for high-value procedures at the most convenient times, and using other block scheduling strategies to maximize productivity.

At my practice, we moved to a block-scheduling system that split our days into time blocks depending on the services needed by our patients. Our block-scheduling process helped us regularly meet up to 90% of our daily revenue goals before lunchtime.

Not only did profits grow, but everyone felt much less stressed, our schedule becomes much easier to manage, and we make sure we give each patient the quality care they need without anyone feeling overwhelmed.

2. Follow up with patients who have unscheduled treatment.

 

4 Ways Your Scheduler Can Help You Grow

 

Many practices have a long list of patients with unscheduled treatment. Not only is that list untapped production for your practices but it is also a list of patients with unmet dental needs. While some patients need to save up or secure financing for treatment, many simply forget to schedule treatment. They get on with their busy lives and their oral health needs to move down on their list of priorities.

Your scheduler should have a system in place for calling patients with unscheduled treatment. The system can be as simple as calling patients who leave without scheduling treatment. You could even prioritize patients with specific procedures you want to perform more of. Either way, your scheduler can help you fill your calendar by regularly contacting patients you know need treatment and getting them scheduled.

3. Make sure all patients are confirmed for the treatment they’ve scheduled.

 

4 Ways Your Scheduler Can Help You Grow

 

Missed appointments are not only an inconvenience but they represent a lost opportunity to get another patient in the chair. While confirmation is often automated, having a scheduler keeping on top of who is confirmed and who is not is key.

If someone has not confirmed, have your scheduler call them. They may have missed the email or text message. Or maybe they saw it and forgot to confirm. If they can’t make it, your scheduler can then call people with unscheduled treatment to fill the newly open appointment time and get the patient who can no longer make it scheduled for another time.

4. Track key statistics.

 

4 Ways Your Scheduler Can Help You Grow

 

An effective scheduler keeps track of key statistics for your practice. For example, they can keep track of and report the number of cancellations or no-shows. They can track the amount of time utilized per appointment.  And they can track the number of calls made to patients and new appointments generated. They can also track the number of new patients scheduled and how those patients learned about your practice. That can help you evaluate your marketing efforts and thank current patients for referrals.

Is your scheduler helping you grow?

If you do not have a growth-focused scheduler, you likely have significant untapped potential for your practice. Start utilizing these four growth strategies and you can quickly see more productivity for your practice.

If you want help training your scheduler to help you go, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

How to Improve Case Acceptance for High-Value Procedures

How to Improve Case Acceptance for High-Value Procedures

 

When patients are considering treatment, it can be an investment of time and money that they hesitate to make. This is especially the case with high-value procedures that come with large out-of-pocket investments.

If you’ve struggled with case acceptance for high-value procedures, these five strategies can help.

1. Make the Patient Experience Personal Before It Becomes Procedural

 

How to Improve Case Acceptance for High-Value Procedures

 

It’s very important to do a “meet and greet” with a complex care patient when they come into your practice. After they sign in, the front desk team should let you know they’re there.

You—not the treatment coordinator, not the dental assistant—should then walk into the waiting room, introduce yourself to the patient, and welcome them to the practice. Then bring the patient into an area where you can talk privately about moving forward with treatment.

By doing a meet and greet, you’ve created a personal connection with the patient. If you start a relationship with a patient by doing diagnostics, X-Rays, and educating them about the treatment process, you’ll create a very cold relationship with them. You want to be warm and friendly and you want to connect with them personally. Complex care patients are investing a lot of money into their treatment. They need to trust you in order to move forward with you and the best way to get them to trust you is to develop a personal connection with them. 

2. Understand Patients Before You Educate Them

Following the meet and greet, when you’re in the confidential talking area, get to understand the patient using “the four chiefs.” This concept was taught by Dr. Paul Homoly at our 2019 Delivering WOW Summit.

The first chief is the chief condition. That’s the condition that brought the patient into the dental practice. Discovering their chief condition is done by asking them a simple question: What can I do to help you?

The second chief to discover is the chief disability. The disability is how the condition interferes with the patient’s life. Does it embarrass them? Does it make it difficult to chew?

The third chief is the chief behavioral benefit. Patients get their teeth fixed because of the behavioral benefits the treatment brings to their lifestyle. You might be interested in the clinical benefits, but patients are interested in the behavioral benefits. If their disability is that they’re embarrassed about a gap in their teeth, then the behavioral benefit is that treatment will give them more confidence.

The fourth chief is the chief fit issue. Fit issues are the life circumstances patients go through that they have to fit your dentistry into. Money, for example, is a fit issue. They need to fit treatment into their budget. Time is another fit issue. They need to be able to fit treatment into their schedule.

Identifying these four chiefs will not only help you to understand your patient but it will also help them understand you and your motives.

It will become clear to them that you aren’t just trying to sell them something. Don’t educate them about their treatment until you understand them on a more personal level if you want them to move forward.

3. After the Exam, Discuss Conditions Patients Are Concerned About Before You Discuss Conditions They're Unconcerned About

 

How to Improve Case Acceptance for High-Value Procedures

 

Once you’ve performed your exam and charted everything out, do three things. First, bring awareness to the patient about their conditions. Second, tell the patient what the consequences of the condition are if they don’t get treatment. Third, determine whether they’re concerned about those consequences. 

These three things help you discern what matters to them. That allows you to present treatment for the conditions they’re concerned about before you present treatment for conditions they aren’t concerned about. If you do that, they’ll be better listeners and more likely to move forward.

4. Understand Their Budget

When you go shopping for a home, the realtor will ask you for your price range before they ask anything else. Only then will they present potential homes to you.

You have to be the same way when presenting treatment to patients. Understand what’s suitable for your patients’ budget so you know what treatment they can afford and whether you need to educate them about financing options or other ways to fit treatment into their budget.

5. Don't Make Case Acceptance a Condition of a Good Continuing Relationship

 

How to Improve Case Acceptance for High-Value Procedures

 

No matter how important a treatment plan is, some patients just won’t or can’t move forward. That’s okay. Love them like you’d love any patient. Treat them well and continue to give them the best patient experience possible. If not, you risk losing them completely. If you do, they may find themselves in a better position to move forward and accept treatment later on. 

Are you ready to perform more high-value procedures?

If you have trouble getting patients to accept treatment, use these five strategies to improve. And if you want more help, sign up for the Delivering WOW Platinum Coaching Program where you can find more training and coaching on all aspects of running and growing a high-profit dental practice.

4 Team Members Who are Critical to Practice Growth

4 Team Members Who are Critical to Practice Growth

The best dental practices are built with the best team members. That’s why it’s so important to get only high performers to join your practice. Top performance can help improve systems and processes and work together to help you fulfill your practice vision.

While all team members are important, many practices miss tremendous opportunities to grow their practice by not involving all team members in their growth plan. Adjusting your growth plan to delegate to all team members can help unlock a practice’s full potential. That’s why we train practice owners and team members in the Delivering Wow Platinum Coaching Program. Doing so equips team members for success and empowers practice owners to delegate to all team members with confidence.

Here are four roles that are often underutilized in dental practices. Helping team members in these four roles unlock their full potential could be the key to helping your practice unlock its full potential.

How Front Office Team Members Help Your Practice

Front office team members can help you exponentially grow your practice. They are the first people patients meet, whether on the phone or in person. Are they personable? Do they have phone training? Do they have customer service, personal care training? And do they know the answers to your patients’ frequently asked questions?

Patients are often more swayed by their experience with your front office team members than they are with other roles. If a new patient calls, they assume you do good clinical work. Their decision to become a patient will often be based on other factors, such as first impressions, feeling important, and their in-office experience.

An effective front office team member will build deep relationships with patients and make them look forward to coming to your practice. Make sure your front office team members are personable, have the right training and tools to serve patients well, and is properly trained to address the most frequently asked questions of your patients.

How Dental Assistants Help Your Practice Grow

 

4 Team Members Who are Critical to Practice Growth

 

If you set your dental assistant up for success, they will make your practice run smoother and improve patient experience. They will handle all the little details that matter a lot to patients. This includes meeting and greeting patients and knowing a patient's medical history. It also includes explaining procedures to patients and getting informed consent, and giving post-operative instructions.

Having those little details taken care of help patients understand what to expect during and after procedures. They make a big difference in a patient's comfort with your practice. And they can help avoid confusion and misunderstanding. All of these small things are important. Many times, small confusion or misunderstandings can cause an otherwise positive experience to be perceived negatively. Get the details right and you and your patient can focus on the important issues, such as helping them get the best treatment. They’ll leave happy, well cared for, and more likely to refer you to their friends and family.

Empowering Your Office Manager to Grow Your Practice

4 Team Members Who are Critical to Practice Growth

 

Your practice will never reach its full potential if you don’t delegate and delegate well. That’s why we love helping people delegate more in their dental practice. One of the most liberating sets of tasks to delegate is office management. Way too many dentists keep office management tasks to themselves.

With so many responsibilities on our shoulders, delegating the task of office management frees us up to do much more important tasks, such as generating more revenue or enjoying time outside of the office. 

An effective office manager can do wonders for the productivity of your practice. In order for an office manager to be effective, they need to have leadership, initiative, emotional agility, communication proficiency, organizational abilities, time management, confidentiality, and many other skills. But getting them the proper training and empowering them to take care of office management duties could be one of the best investments of your time and allow you to unlock incredible practice growth.

How Your Scheduler Can Unlock Tremendous Profits

 

4 Team Members Who are Critical to Practice Growth

 

Effective scheduling is an art and a science. It takes a lot of effort to do this yourself, and by delegating this task you can focus on what you do best: dentistry. 

The best way to set your day up to meet production goals in a low-stress environment is through “block scheduling.”  That can maximize your profits and free you up to do your best work.

Do you have these four roles filled at your practice?

Make sure you have the right people in the right seats at your practice. It can be the best decision you make in your practice. And these four roles can be the key to unlocking your full potential.

If you want more help leading your team and event training them to do their best work, join the Delivering WOW Platinum Coaching Program where you and your team can get the best information and even coaching from industry experts on growing your practice.

3 Things You Need to Scale a Dental Practice

3 Things You Need to Scale a Dental Practice

In my Delivering WOW Platinum Coaching Program, we help dental practice owners and team members become highly efficient and productive. When practices become efficient and productive while delivering amazing experiences to patients, the sky’s the limit on how much they can scale.

While the dream is to have a high-producing practice, it’s often a challenge for dentists to make their practice highly productive while maintaining a culture that makes team members and patients excited to come to your office.

In order for a practice to be highly productive, it starts at the top. And all it takes is for leaders to implement three things into their practice. These three things lay the groundwork for productivity and efficiency in a way that delivers WOW experiences to team members and patients.

Vision

 

3 Things You Need to Scale a Dental Practice

 

Leaders must establish a vision for their dental practice that lets everyone in your practice know where you want to go. What do you want your practice to look like in the future? What do you want the office experience to be for your patients? And what does an ideal team member look like for that practice? Include key team members in the process as well so you can get even more buy-in from them. Be sure to write down your vision and revisit it from time to time. Once it’s clear, share it with all team members.

Once you have your vision, filter all decisions through that vision. All you need to do is ask yourself, “Will this lead the practice closer to my vision?” and, if not, you know not to invest time or money into that project. If the answer is yes, you can move forward with confidence that the project is a good investment.

When hiring, ask yourself, “Does this person seem to align with my vision for the practice?” If not, keep looking. If current team members don’t align with your vision, help them find a new position that’s a better fit. Everyone on your team needs to be on board with your vision to achieve your true potential.

Data

 

3 Things You Need to Scale a Dental Practice

 

Once you have your vision, identify key performance indicators, or KPIs, that help you understand whether you’re on track to reach your goals. Your KPIs give you the data you need to make better decisions about what’s working and what’s not, so you can adjust your investments of time or money.

This data helps you to take the pulse of your practice. It helps you to identify issues while they’re small. If someone isn’t performing, reviewing KPIs relating to their productivity makes it impossible for them to skate by without anyone noticing. Data never lies.

Systems and Processes

 

3 Things You Need to Scale a Dental Practice

 

Once you know where you want to go and what data will let you know whether you’re on track, you will have all the information you need to put in place systems and processes to make high-performance simple.

Get yourself on your way to achieving your goals by putting the right processes in place. Systemize your practice by identifying the processes that help you grow your practice and that make your practice highly productive.

For example, if you set a goal for how many dental implants you want to place, develop a system for dental implant marketing that generates a consistent flow of enough implant marketing leads to make hitting your productivity goal a breeze. Document the process you use to market your implant practice and assign a team member or outsource the marketing efforts so you know the tasks will be performed.

Possessing written systems and processes and delegating or outsourcing them to be performed ensures tasks are performed consistently. It also puts the person you delegate or outsource a task to in a position to succeed every time because they know exactly what you need them to do.

Are you ready to scale your practice?

If you’ve struggled to scale your practice, having a written vision, sufficient data, and systems and processes in place to make productivity simple sets you up for massive growth.

If you want help establishing a vision, identifying which KPIs matter in your office, or putting in place the right systems and processes, join the Delivering WOW Platinum Coaching Program where you can access top training and get coaching for yourself and your team members from our roster of experts in all facets of running a practice!

6 Bad Excuses for Not Delegating Tasks to Team Members

6 Bad Excuses for Not Delegating Tasks to Team Members

We all know dentists work harder than many other people, running a business, leading a team, and serving patients. Unless we delegate effectively to team members, we will live lives full of stress and burnout. Yet way too many dentists still do way too much themselves.

It’s natural to roll up our sleeves and push through a busy season or two, but if those busy seasons turn into months or even years, it’s not sustainable. We need to delegate more.

Many dentists struggle to delegate, though. Some of them just need some help identifying tasks to delegate and training their team to perform. Others resist, making up excuse after excuse for why they can’t or won’t delegate. Here are six common—but bad—excuses dentists use to avoid delegating.

1. “I’m better at the task than anyone I’d delegate it to.”

 

6 Bad Excuses for Not Delegating Tasks to Team Members

 

If you’re using this excuse, you need to focus on building a better team, training an existing team, or implementing systems and processes.

You may have more experience than your team members, but that doesn’t mean you need to do everything just because you’re better at doing those things than your team members are. For many of those tasks, you will be wasting valuable chairside time to non-revenue-generating work. That can cost you a lot of money. If you’re better at the task, have someone shadow you while you do it a few times, documenting how you do it and asking clarifying questions. Over time, let them take over while you supervise during the time you would normally do the task. Soon enough, you’ll be ready to hand off the task without adding additional burdens to your schedule.

2. “It’ll take less time if I do it instead.”

If you do something that takes 12 minutes a day, you can save an hour every week by training someone to do it.

Even if it takes you four hours to train someone to take over the task over the course of several weeks, you will save that amount of time in just four weeks once they take over. It might take less time to do a task one time, but delegating is a long-term investment.

3. “I don’t trust someone else to get the job done right.”

 

6 Bad Excuses for Not Delegating Tasks to Team Members

 

The problem with this logic is that you shouldn’t have anyone on your team if they can’t be trusted to get a job done right that’s under their responsibility with proper training and systems. We must be able to trust everyone on our team to the point that we can train them, give them systems or processes, and confidently delegate appropriate tasks to them.

For example, if you can’t run the morning huddle one day—which you need to do to get your team to do their best work every day—you should be able to trust delegating that task to another leader on your team. If not, a key activity that promotes productivity will be completely dependent on you. That’s very risky.

4. “I need to be indispensable.”

Some doctors—and even team members—resist delegating because they want to be indispensable. This is a very bad idea. In addition to coming off to team members as arrogant, if you’re the only one who can perform a task, you’ll never be able to pull away from the practice. You’ll be a bottleneck. And if you’re sick or unavailable, productivity across the entire practice will suffer.

5. “I like doing the task, so I should be the one to do it.”

 

6 Bad Excuses for Not Delegating Tasks to Team Members

 

You might enjoy doing administrative work but that doesn’t mean it’s a good use of your time.

You didn’t go to dental school to do administrative work. Let someone whose job it is to do that work do it instead. They can likely do a better job than you, too, because they do those tasks all day.

It’s not a good use of your time to take you away from revenue generation or family time to do administrative work. Delegate tasks you shouldn’t be doing to people who should be doing them.

6. “My team is already busy enough.”

This excuse marks a bigger issue. If they’re already busy, you either need more team members or better systems and processes. Otherwise, your team will end up overworked and overwhelmed. It will only be a matter of time before they leave—especially the top performers who can more easily find other jobs.

Are you making excuses for not delegating?

You’ll never be able to grow your dream practice without being able to delegate confidently. So, if you find yourself making these excuses (or others), challenge yourself to look at the deeper issue and find a way to delegate more.

If you want help, join the Delivering WOW Platinum Coaching Program today, where you can access top training and get coaching for yourself and your team members from our roster of experts in all facets of running a practice.

Why You Need More Than Information to Get Results

Why You Need More Than Information to Get Results

At Delivering WOW, we pride ourselves in creating the best, most comprehensive training on everything you need to do to run and grow an amazing dental practice. And we’ve helped thousands of dentists improve their practices in the process.

One lesson we learned along the way is no matter how good the information is, it takes more than information to get results. Specifically, before launching the Delivering WOW Platinum Mastermind Program, we hosted a database of courses called Dental Profit Academy. Those courses showed practices exactly how to run and grow a practice. And many students achieved great success.

But, on average, their success was not as high as what members of my Inner Circle Mastermind were achieving. The information was the same. But my Inner Circle Mastermind members also received coaching and other benefits beyond the information.

Even though our clients were doing well in both programs, some of our Inner Circle members were growing at 20%, 30%, or 40% month over month. We just didn't see as much success in Dental Profit Academy.

While we knew information alone doesn’t change things, seeing the contrast between my Inner Circle Mastermind and Dental Profit Academy put additional perspective (and caused us to create the Delivering WOW Platinum Mastermind to replace Dental Profit Academy). 

Here were our key takeaways about what you need to really get results.

We need coaching to push us and point us in the right direction.

 

Why You Need More Than Information to Get Results

 

Running a practice takes a lot of work. There's scarce room in our days to synthesize information into a plan that will work for our practices. We have too much to do, especially when we just get started. One of the key differences between my Inner Circle and Dental Profit Academy was that my Inner Circle members were getting coaching. 

I believe every dentist needs a coach to help us get different perspectives about our practices and help us apply information to our unique circumstances. There’s an old saying in business that it’s hard to see the label from the inside of the can. In other words, it’s helpful having an outside perspective on our practices. Coaching helps us make better decisions. It helps us decide what direction we want to go and what steps we need to take to get there. It helps us see what activities are worth our time and what are distractions.

Information is important, for sure. But combining coaching with the content helps you get a more personalized and synthesized experience. They can also push you forward to make tough decisions. 

When I decided I wanted to build a different practice, one of the first things I did was hire a coach. It was without a doubt the best business decision I could have made.

We need accountability to keep us going.

 

Why You Need More Than Information to Get Results

 

While good coaching points you in the right direction and helps you make decisions and redirect as needed, continuous action is what you need to do to actually achieve your goals. That’s where accountability comes in. There’s a lot of power in accountability.

We get accountability in a number of ways. Friends, family, and colleagues can help you stay accountable. A coach can as well. 

As a leader of a dental practice, not only do you need to stay accountable, your team members do as well. Typically, that falls on us to do, and with so much on our plates, it’s hard to add holding each team member accountable on our plates. We must work accountability into our practice at all levels. For that reason, when we created Delivering WOW Platinum, we created a community and group coaching model that is available to team members, too.

Are you getting the results you want from your practice?

 

Why You Need More Than Information to Get Results

 

Information is important, but without coaching and accountability, you won't get results. That’s why we built both coaching and accountability into the Delivering WOW Platinum Mastermind. Combined with the best and latest information about all the things you need to do to grow your practice, coaching and accountability are the keys to unlocking your practice’s true potential.

If you're interested in getting access to the best dental training plus coaching and accountability from our hand-picked group of experts, join the Platinum Mastermind Coaching Program today!

How to Get High-Performers to Join Your Practice

How to Get High-Performers to Join Your Practice

As nice as it would be, high-performing team members don’t typically fall in our laps. We need to be intentional in finding them. Many times, they aren’t even actively looking for jobs. So, we need to be actively looking for people. We also never know when we’re going to come across a high-performer to add to our team.

When we find high performers, we must be ready to discuss joining our practice with them. This is especially true when building a high-growth, Delivering WOW practice because high performers can help us accelerate our growth. 

Delivering WOW practices are designed to be attractive to candidates, with training, support, and a WOW practice culture in place. Those factors tend to be ready to describe to candidates. We must also make sure we have accurate job descriptions ready to go when we run into candidates so we can begin a discussion about what their position at our practice could look like. 

In the Delivering WOW Platinum Coaching Program, Office Managers & Front Office Team Engagement coach, Dana Pardue Salisbury shared four things to put in every job description to woo high-performers to your practice.

Job Classification

 

How to Get High-Performers to Join Your Practice

 

Dana suggests putting whether the job has an exempt or non-exempt employment status at the top of your job description so candidates can know whether they have upside earning potential through overtime work.

Most team members working in dental offices tend to be considered non-exempt. This means they are qualified to receive overtime and are paid by the hour rather than given a yearly salary. Those with salaries are typically exempt employees. They make what they make whether they work twenty-seven hours a week or fifty hours a week. When non-exempt employees work more than forty hours a week, then they must be paid at 1.5x their pay rate per hour.

When in doubt, reach out for help. Improperly classifying employees can have a big effect on a small business. Ramifications could include paying back-due wages to that employee plus additional penalties.

A Short Job Summary

After you’ve identified the classification of the role, write a job summary that lets candidates know what to actually expect if they join your practice. This is an objective three-sentence paragraph talking about what the job entails as well as a general summary of the job. It should immediately make clear to the potential hire whether the job is a good fit for their talents, dreams, and passions.

An Accurate List of Essential Duties and Responsibilities

 

How to Get High-Performers to Join Your Practice

 

Beyond core attributes, such as having a positive attitude and strong work ethic, the truth is, what constitutes a high-performer varies for each position. That’s why it is very important to have an accurate list of duties and responsibilities laid out for each position.

The accuracy of the list is key. That way, the candidate can evaluate whether they have the skills to excel in on a day-to-day basis. It also identifies areas where they might need additional training beyond adapting to your office’s specific systems and processes. 

Be sure to include a statement that indicates the employee may be asked to handle special projects or other tasks as needed by management so they come in knowing your office is dynamic and needs might change. Also, be sure to mention whether there are travel or supervisory duties affiliated with the role so there are no surprises in those key areas.

An Accurate List of Knowledge, Skills, Abilities, and Core Competencies

In addition to a list of duties and responsibilities, list at least five to ten points of knowledge, skills, abilities, and core competencies that describe an ideal candidate.

These could include qualities like intuitive, creative, emotionally agile, collaborative, self-starter, and others. It could also include knowledge of practice management software or specific people skills. 

Listing the knowledge, skills, abilities, and core competencies lets people know about the environment they will be walking into and whether that’s a good fit for their experience and personality.

Do your job descriptions attract high-performers?

 

How to Get High-Performers to Join Your Practice

 

One of the best ways to attract high-performers to your practice is to be constantly growing and ready to bring exceptional people on your team. One critical piece to being able to do so is to have job descriptions ready that let people know exactly what they can expect and what will be expected of them at your practice. 

If you want help consistently attracting high-performers to your practice sign up for the Delivering WOW Platinum Coaching Program where you and your team can access training and coaching from our team of experts in every part of running a WOW dental practice.

The Secret to Getting Big Results for Your Practice

The Secret to Getting Big Results for Your Practice

I've helped a lot of practices become more fulfilling and profitable practices. Throughout that time, I've helped some practices make big transformations in a short period of time. I've also watched some practices struggle for long periods of time.

To some people's surprise, the difference between practices that succeed and those that struggle has nothing to do with ability. Having proven systems and strategies helps. The practices that have used the proven systems and strategies we teach get the benefit of years of experience from practices around the world. They get the benefit of learning from other people's mistakes—and successes. It's much easier to make progress when you know the systems and strategies have worked for others. But I've never met a practice leader who couldn't improve their practice. Every practice leader I've met has had the ability to lead incredible change to make their practice more fulfilling and profitable.

So why do some practices succeed while others struggle? Oftentimes, the answer is simple: The practices that struggle either do nothing or try to do too much at once. The practices that succeed do so begin by learning and taking action in small bits. Here are three reasons why learning and taking action in small bits has been the secret to success for so many practices.

Learning and Taking Action in Small Bits Gets Easier Buy-In

 

The Secret to Getting Big Results for Your Practice

 

It's no secret that running a dental practice takes a lot of work—even more work than most businesses. With many businesses, owners spend all day managing the organization. Practice owners need to do all that work and often still treat patients.

It's not just practice owners who have so much on their plates. Team members have a lot of work, too. This is especially true for PPO practice team members, who must navigate insurance relationships and manage patient expectations regarding out-of-pocket costs.

With so many pressures on our time and energy, asking practice leaders and team members to implement big changes at once can be overwhelming. Asking them to learn one or two small changes for a short period of time makes it much easier to get team members on board. This is one of the reasons our 21-Day Marketing and Practice Growth Challenges have been so popular with practices. The idea of doing small daily challenges for three short weeks is a much smaller ask and something most people feel they can do.

Making Changes in Small Bits Helps Clarify Action Steps

 

The Secret to Getting Big Results for Your Practice

 

If your only goal is a long-term one, it can be hard to know what to do in the short term. Longer-term goals tend to be bigger and have multiple moving parts. With those, it's hard to know what to do next. Continuing with the goal of increasing revenue, you could advertise, take CE to start performing more higher-fee procedures, network with local business owners, and more. Your options are endless.

But what if you decided to increase revenue over the next twenty-one days? That shorter-term goal limits the number of things you can do. And that forces you to be more strategic. If you wanted to double your revenue this month over last month, what could you do? You could call patients with unscheduled treatment plans and get them scheduled. And you can set up a whiteboard to get your team all on the same page for increasing productivity.

Small Changes Add up to Big Results

 

The Secret to Getting Big Results for Your Practice

 

With your whole team bought in and working together, you will begin to see improvements right away. Those improvements will add up to big positive changes in your practice.

Nobody runs a marathon 26.2 miles at a time. They run it one step at a time. Eventually, those steps add up into miles and those miles turn into a marathon.

The same is true with changes in your practice. You can't double your annual revenue in one day. But you can increase productivity in a day. And you can increase it even more the next day, and the next, and so on. Over time, those little increases add up. If you want to get big results, start by taking small steps and making small changes.

Are you ready to make big improvements in your practice?

If so, start small. But start! If you want help, consider signing up for my next 21-Day Marketing and Practice Growth Challenge. We'll help you and your team get started taking small steps toward big improvements in just twenty-one days just like we've done with nearly 200 practices.

In just twenty-one days, they built relationships with other businesses in their community. They also broke through fears of video to connect with new and existing patients. They launched successful marketing campaigns and planned out marketing campaigns for the next year! And they created tremendous buy-in from their teams.

You can also sign up for the Delivering WOW Platinum Mastermind to get step-by-step guidance and coaching in all aspects of running a high-profit practice.

How to Conduct Effective Exit Interviews

How to Conduct Effective Exit Interviews

No matter how well we recruit, onboard, and train team members, people will leave your practice. When you first start building a WOW practice, some team members will find that they are no longer aligned with your vision. As you continue, people will leave for many other reasons, too. An exit interview provides a great opportunity to learn exactly what happened.

If you do not conduct exit interviews, you miss the opportunity to gain important information about your practice. Here's what you need to know about exit interviews and how to conduct one.

Why Every Practice Should Conduct Exit Interviews

 

How to Conduct Effective Exit Interviews

 

One of the benefits of building a WOW practice is developing trust between you and your team members. Establishing shared goals and investing in team member development builds tremendous trust.

No matter how much trust you build, team members will sometimes still feel uncomfortable providing feedback. This is especially true with negative feedback about coworkers or the work environment. If they leave your practice without sharing the information, you may never know what changes you need to make to improve.

Exit interviews give you an opportunity to get open and honest feedback about your practice. Because the person will no longer rely upon your practice for income or see their colleagues, they are more likely to be forthcoming. These insights can help you reduce turnover and improve your practice in many ways.

How to Conduct an Exit Interview

 

How to Conduct Effective Exit Interviews

 

In Delivering WOW Platinum, we recommend using a formal exit interview questionnaire to get feedback from departing employees. Using a formal questionnaire helps you standardize the process and ensure you address everything you need to address.

Exit interviews do not have to be long processes. But it's important that they be free from distraction and private in nature. Additionally, it should be comprehensive. Questions we recommend asking include:

  • What is/are your reason(s) for leaving?
  • If you are accepting another position, what makes it more attractive than your current position?
  • How would you rate your training received at the practice?
  • How would you rate the practice's pay and benefits?
  • Do you have any recommendations regarding our compensation, benefits, and other reward and recognition efforts?
  • How would you rate your working relationship with your supervisor?
  • How would you rate your working relationship with other management staff?
  • Do you believe management adequately recognized staff member contributions?
  • How would you rate your working relationship with other team members?
  • What did you enjoy most about your position?
  • What were some of the challenges you experienced?
  • Describe the qualities and characteristics of the person who is most likely to succeed in this practice.
  • What suggestions do you have to make the practice an even better place to work?
  • Is there anything else you would like to share as a final comment?

For answers asking people to rate their experience, we recommend asking them to rate them on a scale, such as on a scale of poor to excellent.

How to Spot Areas for Improvement From Exit Interviews

 

How to Conduct Effective Exit Interviews

 

Once you record each team member's answers, conclude the exit interview. Then, immediately record your thoughts on paper while it's fresh in your mind. Specifically, ask yourself three questions:

  • Did the reason for leaving expressed during the interview match the stated reason?
  • Could the resignation have been averted?
  • What would need to change to have averted the resignation?

Finally, record any other comments or observations from the exit interview. When doing so, focus on reflections you can revisit on your own or with practice leadership to improve the practice moving forward. Spending time to reflect on what you can do to change can help you avoid other people leaving for those reasons in the future. Also, if a team member who was not a good fit for your practice leaves, what they say during the interview can help you put things in place to avoid hiring similar team members in the future.

Do you conduct exit interviews when people leave your practice?

Building amazing teams involves attracting and retaining top-quality team members while avoiding or moving on from team members who do not fit your practice vision. Conducting exit interviews can help you with both of these goals. If you don't yet conduct exit interviews in your practice, these questions can help you get started.

If you want help, join the Delivering WOW Platinum Coaching Program today. There, you'll get access to top training and coaching from experts in all facets of running a practice, including our exit interview questionnaire that gives you everything you need to conduct an effective exit interview.

Why Every Practice Leader Should Delegate More

Why Every Practice Leader Should Delegate More

Building a dental practice is challenging. We must deliver top-quality care to patients while simultaneously running a regulated business.

For those reasons and others, many dentists find themselves stressed and overworked. Eventually, something goes wrong. The natural reaction during times of stress is to roll up our sleeves and work harder. The mindset is that training people takes too long and delegating to untrained team members is too risky.

The truth is, practice leaders can’t and shouldn’t do everything in their practice. That’s why you have a team. If you don’t have the time to train your team or confidence to delegate to them, the solution is not to do more work yourself. The solution is to either find the time to train them or get help training them. Here are five reasons every practice leader should delegate more.

Delegating tasks frees up your schedule.

 

Why Every Practice Leader Should Delegate More

 

What would you do with an extra hour in the day? What about an extra two or three hours? Delegating helps you literally create more time in the day to do whatever you want to do.

What if you didn’t work fewer hours but your time became more flexibility to attend events for your kids, go out to lunch with your spouse, or exercise?

Unless you delegate, you will never be in a position to cut back on hours or shift your time around the life you want to build for yourself or your family.

Delegating helps you focus on what you do best.

Many dentists not only dislike admin work, but they’re also not very good at it. Other people excel at admin work. Thus, delegating tasks to someone who can do it better allows you to turn your attention to your highest-value activity, caring for patients.

Delegating helps you train other people.

 

Two Personal Brand Secrets and Why Reputation Precedes Revenue

 

One of the most common excuses for not delegating is that it’s quicker to do a task yourself than to train someone else to do it, review their work, and provide feedback. While that is often true for one-off tasks, it is very shortsighted for tasks performed regularly at your practice. With those tasks, delegating allows you to invest a little additional time upfront to save a lot of time down the road once your team member is able to complete the task with limited supervision.

Delegating helps build team members into leaders.

Team members will never become leaders if we don’t give them additional responsibilities and build a culture of delegation. When we give team members higher-level work and delegate important tasks to them, they learn more than only new skills. The example we set when we train them and delegate tasks shows them important leadership traits. And if we build a culture of strategic delegation, they will gain experience training and supervising others.

Delegating helps team members learn to collaborate.

 

Why Every Practice Leader Should Delegate More

 

Establishing a culture of delegation at your practice allows all the benefits of delegation to flow throughout your practice. It gives team members an opportunity to work together to complete tasks delegated to them. Your team members become resources to each other. They learn to support each other. They learn to find each other’s strengths and utilize each other’s strengths to complete tasks faster and better.

Do you need to delegate more in your practice?

Many practice leaders struggle unnecessarily because they feel they need to do everything themselves if it’s going to get done right. While that may be true in the short-term, over the long-term, it’s a recipe for disaster. You will become more stressed and overworked. And you will eventually burn out.

If you regularly feel stressed, overworked, or burned out, chances are you could benefit from delegating more in your practice. If you want help building a culture of delegation, join the Delivering WOW Platinum Coaching Program today. By doing so, you and your team will get access to top training and coaching from experts in all facets of running a practice. This gives you the systems, processes, and support you need to make delegating easier.

3 Reasons to Share Practice Numbers with Key Team Members

3 Reasons to Share Practice Numbers with Key Team Members

Sharing practice numbers with team members is a touchy subject for some practice owners. But it’s an important subject to consider because it can have a big impact on practice performance.

I recently reached out to the members of the Delivering WOW Dental Hangout Facebook group to get their take on the issue. My questions to them were simple: Should the practice numbers be shared with the office manager or team leader. And I asked them to defend their answer: If so, why? If not, why not?

Members were overwhelmingly in favor of sharing. In defending their answers these three themes formed.

Sharing numbers gives your team more context to their work.

 

3 Reasons to Share Practice Numbers with Key Team Members

 

Sharing your numbers is similar to sharing your practice vision with your team in that it helps you put context into key areas of team member performance.

For example, as I shared in my book (which you can get for free here) in 2011 I walked into my practice and told my small team I had a big vision. I wanted to grow while making a greater impact on people’s lives than we had been making. And I wanted to be different. I wanted to create an extraordinary customer experience for my patients. I wanted more! Had I tasked my team to help me achieve that vision without more context, they would have no idea what to do next.

The same is true with sharing numbers with key team members. With so many tasks that need to be performed in our practice, important things can seem like “busy work” without putting them into context. By sharing numbers with key team members, we let them know how seemingly disconnected tasks work together.

Additionally, sharing numbers shows team members where revenue goes. It shows them costs they don’t realize you encounter and trends in practice spending. They can see when things like supply costs, lease payments, or real estate taxes rise. When team members see the costs of running a practice, they often get even more aware the areas where they can help, such as reducing waste, negotiating supply costs, and more.

Sharing your numbers with your office manager or team leader builds trust.

 

3 Reasons to Share Practice Numbers with Key Team Members

 

Although some people hesitate to share numbers because they fear it could cause a rift between team members and practice ownership, many people found otherwise.

One member commented that sharing the numbers ensures the “boat will be going in the right direction.” She said it fosters an environment of “trust” and “honesty,” in her practice, which she described as “two vital things for a lasting (and rewarding) relationship.” She continued, “It’s been a huge part of our success, if everyone knows where we are, where we’ve been, and where we are going… those who are the right fit will be ready to help row!”

Another member said, “It breeds trust, it breeds culture and the numbers are the way to measure success!”

Because the Facebook group is closed, I have kept these responses anonymous. But trust was a common theme from the members.

Sharing numbers helps you incentivize and reward based on practice health.

 

3 Reasons to Share Practice Numbers with Key Team Members

 

Another common theme with the members was something else I talked about in my book, rewarding based on practice health. In my book, I mentioned that my team understands that as our business becomes more profitable, they can earn more money because I share the increasing profits with them. They know that can enable them to do things in their lives to achieve their personal dreams. Having conversations connecting practice success with their personal success helps connect their personal goals to my practice vision.

One member put it this way:

When you share the performance results with those who are performing, performance begins to improve every time. It’s a form of transferring ownership. Every day we come into the practice we surround ourselves with brilliant people. Letting them see the successes and opportunities for improvement will allow their creative juices to flow and help capture those opportunities. Use data as a way to empower and motivate. Celebrate successes daily and identify one to two opportunities daily as you review together and incredible things will happen

Another added:

Your numbers should be shared with your entire team on a monthly basis. A goal and bonus system should be in place in every dental practice. If you invest in your team they will invest in you and your patients.

Sharing numbers, setting goals based on those numbers, and assigning a bonus system that allows you to share in the upside helps get the entire team working together.

Do you share practice numbers with team members?

Do you share your practice numbers with team members? If so, which team members? All team members? Just your office manager or team leader?

What about your numbers? Do you share all of them? Just high-level profit/loss numbers plus key performance indicators?

If you want help growing into your practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a practice.

4 Secrets to Scaling a Dental Practice

4 Secrets to Scaling a Dental Practice

Has your practice hit a profit ceiling? Do you feel stuck, frustrated, or overworked? Do you make way too little money for way too much work? Or is your practice running smoothly but you just know you it’s not reaching its full potential? If you answered yes to any of those questions, you might just be a few tweaks away from higher profits, smoother operations, and a much easier workday for you. 

Many practice owners only dream of scaling a dental practice to $1 million, $2 million, or more, especially when they feel stuck or overwhelmed. Other practices seem to continuously grow their practice. 

The difference between the practices that struggle and the ones that consistently grow are four simple things. In practices that struggle, these simple secrets are often lacking. In those that scale big, all four of these secrets are often present. Here are the four secrets any practice can use to scale to their first or next million dollars.

Investing in Your People

 

4 Secrets to Scaling a Dental Practice

 

You’ll find it hard to scale your practice without rock star team members who are set up for success. This includes recruiting, hiring, onboarding, and team training. Any practice can recruit rock star team members if they look in the right places and making sure you’re always on the lookout. Don’t wait for a need to find amazing people for your practice.

Once you find the right team member, treat them well and incentivize them to hitting important goals. Want to increase high-value procedures? Incentivize them for achieving that procedure volume and teach them to call patients with unscheduled treatment.

Finally, invest in team culture and continuing education so they will support each other and learn best practices for your practice.

Investing in Yourself

 

4 Secrets to Scaling a Dental Practice

 

Strong leadership, a clear vision, and the willingness to think outside the box are important skills for a practice owner to have when scaling a practice.

Strong leadership requires the practice owner and leadership team to look inward and identify areas of improvement. Do you need to increase your case acceptance? Do you need to lead with more empathy? What are two or three areas you could improve upon to lead your team better? Invest in coaching, courses, or other training to start growing as a leader.

Having a clear vision as a practice owner is critical to scaling a dental practice. If you’re struggling to hit your first million, create a clear vision for hitting three or four million. Work your way backward to identify how to lead your practice forward toward that big goal starting from exactly where you are. When you know where you want to go and work backward to where you are, it will only be a matter of time before you start scaling.

Finally, get into the mindset that you need to think outside the box to scale big. If you’re stuck, overworked, or underpaid, something isn’t working. Be willing to try new things with your operations, leadership, and marketing. 

When you start to see a return on your investment in your leadership, vision, and mindset, your personal and professional fulfillment will skyrocket.

Implementing Systems and Processes

 

4 Secrets to Scaling a Dental Practice

 

Having the right people on your team and strong leadership will set you up for incredible success. Now give your team the best systems and processes so you can get consistent high-quality work product from each of them.

Your systems and processes should help people measure progress, hold people accountable, and make sure your entire team is working together. Use software like Asana and Google Drive to keep your tasks and documents organized in a way that everyone can access and makes for easy collaboration.

Scaling Your Marketing 

 

4 Secrets to Scaling a Dental Practice

 

With your practice running smoothly, begin to set monthly marketing goals for your most profitable procedures. Then, use internal marketing to patients with unscheduled treatment plus other forms of marketing to fill your schedule.

My two favorite ways to market a dental practice is through dental Facebook marketing and dental marketing funnels. With dental Facebook marketing, you can regularly attract dozens of new patients enough for $500 per month in ad spend or less. You can also use dental marketing funnels to reach and nurture relationships with patients for high-value procedures such as cosmetic dentistry, Invisalign, dental implants, and more.

As your results roll in, consider whether it’s worth investing some of your additional profits back into your marketing to attract even more new patients.

Are you ready to scale your practice?

Is your practice is struggling to grow? If so, these four things could be what you need to scale to $1 million, $2 million, or more. Put amazing team members, improved leadership skills, and the best systems, processes, and marketing in place. As you do, you will begin to make more, work less, and enjoy your practice more than ever.

If you want help implementing these four secrets into your practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a practice.