By: admin

February 2, 2013

Most of the people I know made New Years Resolutions. I know I did! Did you?

So tell me, how did January go for you? Did you dive right into your New Year’s resolutions? Did you stick to that new diet? How is your office production for January? Did you get great results?

I’m not trying to annoy you. Not at all I promise! I am just here to give you an accountability moment with your coach. So tell me, how did you do?

Ok… Not talking, are you?!

So maybe I just touched a nerve. (Sorry. I don’t bite.)

Well…okay, I don’t hear anything and your lips don’t seem to be moving.

Let me begin with how it went for me…

My month went really well.

• Started a new eating plan and lost 4 lbs so far in 4 weeks.
• Committed to a wellness plan and measured my overall health. Results..IMPROVED my good health to EXCELLENT! (Ask me how if you wish.)
• Weight loss is going a bit slower than I had hoped it would but I found a coach and accountability partner so I am on track, losing 1 lb a week.

(Not too bad. Right?)

• Dental Offices started purchasing the  Forever White™ at wholesale!
• And then my colleague Jan Lazarus, RDH, Co-founder of The JP Institute and I, launched our wellness program with  dental offices in the US AND throughout the world!
• I was, for the 7^th year in a row, one of Dentistry Today’s Top Consultants .
• And I will be speaking at all of the CDEA Dental Conferences in 2013 which means I get to visit San Diego about 4 times in 2013!! YEY! SUN!

Yes, I’m feeling pretty good about the first month of the year. I’m on track. Wish I lost more weight but 4 is less than I did last year!

Now it’s time to talk about February. It’s a new month! And it’s a SHORT one. So what’s your plan? You know, your P-L-A-N. Another little 4 letter word. Is it a bad word or a good word? YOU DECIDE!

The thing we end up with after we do the same thing. Plan the plan. Do you have one? Tell me more about YOUR Plan?

By: admin

January 29, 2013

I like to think of myself as an amiable guy, but I wouldn’t claim to be charismatic. Charismatic is an adjective I would apply to someone like Jay Leno or Tony Robbins. Bill Clinton is supposed to be very charismatic. I know die-hard conservatives who changed their views about him after speaking to him for just five minutes.

Wouldn’t it be great to have that kind of effect on people? Wouldn’t it feel good to know that you have the ability to make everyone you meet like you… and want to work with you?

Just a few hours ago, such a man came to my office. He had just taken over managing my bond account after my longtime account manager retired. I didn’t want to like this young upstart because I resented it when my old account manager left. I felt (irrationally) abandoned. But within five minutes, we were talking about cigars and martial arts. By the time he left a half-hour later (we were scheduled to meet for only 15 minutes), I had promised him more of my business. I had also given him a copy of my latest book and a $20 cigar!

He should have given me a cigar. But that’s the power of charisma.

Many salespeople are charismatic. You meet them. You like them. You buy from them. Even when they don’t have the best product or the best pricing.

Charismatic people seem to be born that way. They have an uncanny, natural ability to sell almost anything, including their ideas. They don’t follow the usual rules. They smile a lot. They chat a lot.

Do they have skills that the rest of us – the non-gifted lot – can learn?

Absolutely!

Here are 12 ways you can become more charismatic and get more out of all your business relationships. Most of them are based on the principles identified by Robert Cialdini in his book Influence: The Psychology of Persuasion.

1. People tend to do business with people they like. So behave in a way that makes you likable. Be polite and patient. Avoid being crude, rude, gruff, or impatient.

2. People are attracted to people who keep their word. That means when you make a promise, do exactly what you promised. Do it by the deadline you promised – or sooner.

3. People trust people who have their best interests at heart. They will think you have their best interests at heart when you give them advice that benefits them more than it benefits you.

4. People want to do business with people who are experts in their fields. So first, you need to actually become an expert in your field through practice, research, training, education, and study. Then you need to do things (such as writing articles and books or giving speeches) that demonstrate your expertise to potential customers and business associates.

5. People feel comfortable giving money to people who are honest, ethical, and aboveboard. So don’t lie in your marketing materials (or elsewhere). Telling the truth is much more effective.

6. People are attracted to people who are physically attractive or at least not physically repulsive. So eat right. Exercise. Stay fit. Be well-groomed. Dress well. And pay attention to your personal hygiene.

7. People feel better with people who seem to be “real.” The best way to show that you’re a regular guy is to be cordial, friendly, and genuinely interested in others. Instead of talking about yourself, ask about them. Ask about their company, their job, their industry, even their family and hobbies.

8. People respond to people who listen and pay attention to what they are saying. Remember the old cliché: You have two ears and one mouth because you should listen twice as much as you talk.

9. People feel comfortable with people who are like them. The trick here is to identify one thing you have in common with the other person. It could be gold, kids, pets, or anything else. Then, use that to cement a bond between you.

10. People are attracted to people who are humble. So don’t be a braggart. And never discuss how much money you make.

11. People are impressed by people who seem busy. That’s why you should never tell a prospective customer that things are slow and you really need his business. Think about doctors. How would you feel if you walked into a doctor’s office and you were the only patient? Wouldn’t you wonder how good he was? As much as you hate it when you have to sit there and wait, don’t you feel more assured when a doctor’s waiting room is packed? Of course, you do.

12. People want to be surrounded by helpful people – people who make their lives easier and save them time. They also prefer to deal with people who are flexible and accommodating, not rigid and difficult.

Which of these people-pleasing skills do you have already? Congratulate yourself for acquiring them, and practice them more.

Sent: Courtesy of Dr. Jacque Russo
Originally by Mark Ford

By: admin

January 19, 2013

People want to improve their smiles, and the market for related products is growing exponentially. Every day, television commercials rave about oral hygiene products and cleaner, whiter teeth. Even advertisements not specifically for oral care show people with beautiful, white teeth – and viewers want what they hear and see daily. That’s good news for your dental practice, but are you doing all you can to capitalize on this opportunity?

You may have experienced frustration when patients return months after a visit, never having purchased the home care product you recommended. Patients leave the dental practice with the good intention of purchasing what you recommend, but lets’ face it – life gets in the way, and many of your patients just never get around to buying the recommended products.

All that said, an often overlooked – yet significant – profit center in a dental practice is selling home care products. These products can contribute at least $30,000 to your practice’s net annual profits, and selling them requires only a small up-front investment. Even better, a quick return on investment is easily accomplished when everyone on the dental team participates and understands the value of offering these products. The point here is not to pressure a sale but to promote optimal oral health and create a simple solution for your patients.

Build Up Your Reputation as the Expert

As you well know, patients get loads of oral care product information on the internet, from commercials, and even from makeover reality shows. Unfortunately, patients won’t even think to ask their dental providers about an oral care product they recently saw. As dental professionals, however, we must remind the public that we are THE experts on oral health and thus on the products that protect our patients’ smiles.

Find ways around your office to remind your patients know just how much you stay abreast of the research, the rapid changes in technology, and all the new products available for consumers. For example, you could include a section on your website that reviews products or simply informs patients about new products on the market. You can do the same with pamphlets or an office e-newsletter.

Bottom line, you want patients asking YOUR opinion so that if they see an ad on TV, internet of a magazine they like, they go to you for the expert opinion. Then, if your dental office has that product or a similar one available, you can sell it right then and there! Not only can you sell it but you can educate them about the best way to use the product. Once patients understand exactly how to use something new they are ten times more likely to begin using the product you recommend.

Let Your Patient Education Do the Selling

As a dental professional or hygienist, you may feel like you are running all day on a treadmill, and the last thing you want to do is add another task to your plate. Building a home care product niche, however, doesn’t have to involve a ton of extra work if you already educate your patients about home care products.

When patients learn from you what the most effective products are, their visit to the dental office will likely exceed their expectations. The icing on the cake (and the easy part) is actually having those products available for the patient to buy. This setup will create a WOW type of dental visit with little extra effort on your part. Tip: Be sure to set aside a few minutes during the patient appointment to demonstrate the proper use of the products. This is a perfect way to ensure the patient understands how to effectively use the recommended product.

Added bonus: These home care talks will improve your patients’ self-efficacy. You have taken time to help patients understand how to use a new product, and they will feel confident and at ease about buying it and then using it. Plus, having oral health care products available is just one more opportunity to add that personal touch – and patients may begin asking for refills when they return.

Get Creative With the Holidays

Valentines Day is coming soon and what would be a sweeter gift than a more beautiful, whiter smile!

February is a great time to offer a whitening special. Forever White™ is available to dentists and for less than $9.00 (Cost to your office to purchase) you will give your patient a more beautiful white smile! Who knows what doors you may open when patients says “YES” to getting whiter teeth. Many times this can lead to higher end cosmetic cases.

You can lower the price on your whitening several times a year and not create a loss leader but a WOW experience for many of your patients. Many offices will give away whitening to their new patients while others lower the price of whitening several times a year. (Many offices will lower the fee to only $90.00 during special times of the year. Purchasing all the  Forever White™ products means you keep most of the money while adding a great patient experience.)

Do Your Homework First

Although we highly suggest adding a homecare profit center to your dental business model, we also suggest taking an honest look at your practice and making sure you have the resources available to make it work. Here are a few questions to consider before diving into home care sales. Take time to share the questions with your team members, and listen to their suggestions on how this can work best for your business model.

1. What will your ROI be on the sale of these products?
   -Discuss the cost of the products you will provide and how much to initially stock.
   -Discuss the fees you will charge when you do carry these products.
   -Find out if these products are covered by insurance.
   -Note the billing code for patients who purchase these products.
2. Do you have a place to store these products?
   -Find a time to clean your cabinets and purge expired and send-back products.
   -Find out if you can send certain products back to the distributor.
3. How can you increase the odds of patients purchasing the products you recommend?
   -Discuss how you can communicate the importance of optimal oral health.
   -What words will you use to promote home care most effectively?
4. If patients buy these recommended products, will they understand how and when to use them?
   -Have written home care instructions accompanying the new products.
   -Have the home care and product use instructions on your website, as well.

Staying abreast of the new products and research to support their use is key. The last quarter of the year is a good time to schedule your annual strategic planning session. At this meeting, determine as a team what products you want to provide patients. Discuss the costs and benefits for you and your patients regarding the products you decide to make available for purchase in your dental office.

You will exceed patient expectations when you consider their total health and save them time and money with their everyday shopping needs. Our world today is extremely fast-paced, and offering home care products will become a benefit to your patients that goes a long way!

By: admin

January 11, 2013

Dentistry is a profession that seems to be uniquely afflicted with a great deal of stress and anxiety.

Why the stress? Is it the fast pace and trying to see patients in a timely manner? Or is it the stress that patients bring to the dental office that makes us feel stressed? Many dentists today are feeling stress from the financial issues associated with today’s economic challenges.

As a clinician you are performing your duties in an extremely intimate area on clients who, in most cases, are not totally excited about the whole situation of sitting in the treatment room.

This clinical situation would be enough to elevate the stress chemicals of any normal person. Compounding it is the fact that the practitioner is faced with additional pressures. He or she is also a small business owner. In this capacity you must wear many hats. You are leaders, managers, scheduling coordinators, counselors and money managers. Is it any wonder that dentists seem to rank extremely high in incidence of stress-related maladies? These include burnout, loss of passion for their profession and actual physical symptoms. Dentists must learn to manage their stress before their stress manages them.

First you must recognize that not all stress is bad for you. Without any stress you would be like a spineless jellyfish, unable to function in the real world. The stress of owning your own business, of providing for your family, of serving your patients to the best of your abilities can actually be good for you. Stress really can make you stronger, more resilient and increase your ability to relate to others. We can call this type of stress, good stress or eustress. The stress you want to eliminate is the stress that always seems to create anxiety and worry. Let’s call this distress or bad stress. These stressors produce headaches, backaches, insomnia, indigestion and depression. Most of these stressors are self-inflicted.

We really do create a lot of our own stress.

Here are 3 techniques to manage stress and it may also assist other dental professionals

1) Live life in day-tight compartments,

2) Manage your priorities and determine what are your most important and essential daily actions (your crystal balls),

3) Rule your impulses

The first technique,” Dale Carnegie talks about; “live life in day-tight compartments” and you can read more about this in his book, “How to Stop Worrying and Start Living.”  This is exemplified by the words of Thomas Carlyle, “Our main business is not to see what lies dimly at a distance, but to do what clearly lies at hand.” Unfortunately most of us do not follow this advice and stew and agonize over things that we cannot control or feel guilty over events that have already taken place.

Guilt emanates from the past. These are actions or events that are over and done with, yet you continually relive them and demonstrate regret. Worry emanates from the future. These are things or events that have not yet occurred, yet you agonize over them. Realize, you cannot live in the past. The past is dead and gone. “Let the dead bury the dead.” You cannot live in the future. The future is merely a promissory note. You have no guarantee that you will even be around tomorrow. “The load of tomorrow, added to that of yesterday, carried today makes the strongest falter.” Live for today only.” Every day is a new life to a wise man or woman. Live only in the present that is all you have. Close off the past and the future and live in day-tight compartments. If you can accomplish this and live only for today by living in these day-tight compartments you can eliminate most guilt and worry.

Remember that the present is just that a, “present or a gift,” that is given to us. Enjoy it. Horace, the Roman poet, wrote “happy the individual and happy they alone who can call today his or her own. They who secure within can say, tomorrow do thy worst, for I have lived today.” Strive to shut the iron doors on the past and the future and live in day-tight compartments. This will eliminate a great deal of worry, anxiety and guilt. Start today and seize this day to obtain the most out of it. Live only in day-tight compartments.

I have been hearing about the stress dental practice owners have been experiencing for about 4 years. I developed a few systems and programs to over come their financial stress. After so many years of dentists calling and asking “Debbie, How can I fill all the holes in my schedule?” And I heard “Debbie, How can I increase my New Patients #s?” and also you have asked “Debbie, How can I have more patients say “YES!” to accepting my care and schedule for treatment?” I have now created a few solutions to answer these questions.

If you are asking these questions here are the solutions for you:

Forever White™

Case Acceptance: Get Them to Say “YES!”

Much success to you this year!

By: admin

November 28, 2012

I am sure that you are busy with the normal year end tasks; preparing for Christmas, maybe busy completing treatment on patients who have insurance benefits that run out and planning for a successful year in 2013. If you are like most, that last item “planning for next year” probably needs more attention than you have given in years past.

One of the reasons most of our clients will have a successful year is because we are there to hold them accountable. We create a plan and work beside them to keep everyone on their team on track for success and the planned out goals.

Can you remember the days before you held a gps in your hand while trying to drive your car at the same time? I learned to drive by the Thomas Guide a large book I kept next to me in my car. Many times recently while my husband was driving and our gps was providing the directions we still got lost!

Your annual business plan really is a map. You may take a few detours during the year based on various factors BUT without this map, it’s guaranteed that opportunities will slip by and you’ll be more easily distracted by random things that don’t fit into the services you do best or want you need to do more of.

I am still very surprised at how many practices are “driving around with blinders on” and without mapping out their annual plan for profits each year ahead. When you fail to plan then you have surely planned to fail. This is no different than getting in your car and attempting to drive to a foreign location “hoping you will get there within the shortest time and miles driven.”

If you read Maslow’s needs pyramid, (He’s that psychologist) in his studies he discerned the fact that “people are inherently lazy” and the quest of all management (yes, whether of OURSELF or others) is to develop habits and tricks that counter that natural human tendency. This includes your annual business plan.

Here is a practical approach to counter the inherent tendency in yourself to not do something that’s important. Block at least a half day (I honestly suggest blocking one day) to plan for how you will produce and collect more in 2013. Even a small, simple plan is better than no plan at all.

Suggestions for your meeting action plan:

1. Review your current financial performance against last year & current year targets.
2. Analyze your successes and failures during the previous year.
3. Make a quick S.W.O.T. analysis – Strengths, Weaknesses, Opportunities, and Threats
4. Get 7 pieces of paper and begin brainstorming (one page for each of the following 7 areas.)  What new ideas do I have (or can I come up with, or can my team & I come up with) in the following areas?
   1. Marketing
   2. Patient Services
   3. Patient Reactivation & Retention Strategies
   4. Leadership & Organizational Management (Consulting, Courses)
   5. Cash Flow/Financial Management (Income, supply expenses. Lab fees, etc.)
   6. Front office/ Back office
   7. Hygiene Department

Once you complete these four steps you are then ready to start crafting your Annual Business Plan. The most important thing at this point is to keep it simple. Build your plan around 3 sections (1 page for each section):

1. Marketing Calendar – Decide what you want to do each month for the next year and create a Marketing Calendar.
2. Cash Flow Projection/Budget – Make a forecast of your income and expenses for the coming year and put it into a monthly budget.
3. Operational Improvement – Look at each of the 7 areas that you brainstormed (above) and set 1-3 S.M.A.R.T. goals for each area. Pace yourself through the year. We typically over estimate what we can accomplish in one month and under estimate what we can accomplish in one year. If possible, assign a “Champion Leader” for each goal. If that’s not possible, find a consultant or an accountability partner who you will meet with regularly to report on your progress. Accountability & encouragement is essential for success!

So, I ask…Are you ready for 2013?

By: admin

November 21, 2012

HAPPY THANKSGIVING!

Thanksgiving is my favorite holiday. It’s an American tradition; the day we give thanks for all we have. Thanks for the things, the conditions and the people we may take completely for granted the other 364 days of the year.

What I love most about Thanksgiving is the purity of it.

Notice how we don’t buy each other gifts. You know, the gifts we must make sure are at least as good as the ones we think we will receive. The gifts we cannot afford. The gifts we end up paying for, many months after the holiday has passed.

Notice how it does not matter what religion we practice. Anyone can celebrate Thanksgiving. It is the holiday that celebrates diversity and inclusion. Kind of like how our forefathers envisioned us as a country.

Notice how there aren’t any goofy, make-believe characters that we have morphed into being the icon of Thanksgiving. Not even the turkey has taken on any meaning, other than food for our feast. Now I don’t have anything against Santa Claus or the Easter Bunny. They are great fairy tales for kids. They just don’t have anything to do with Christianity, nor does spending billions of borrowed dollars to celebrate these characters.

Gratitude carries such amazing power. Gratitude instantly reshapes our over-amped ambitions, competitiveness and rat-race mentality. Gratitude heals many wounds and every relationship, when we give it a chance.

If you want to give someone a gift that will really make a difference — a gift that they will remember and likely keep forever — write them a letter about how much you appreciate them, love them and cherish them. Tell them the specific things they do and who they are that is such a gift to you. It is free, but priceless.

Today I am reminded of, and celebrate, those qualities of my life for which I am thankful. I share them with you here so that you will perhaps make a list of your own. Carry them in your heart all year, and all your years to come are guaranteed to be more peaceful, loving and abundant.

I am thankful for:

My GOD…for without faith where would I be today? God is with me and in my heart and mind always. He lives in my soul. I am thankful to live in a country where I can worship God freely!

My health … for without it, nothing else matters much. This is the area of my life I still take for granted, and I do make improvements every year. Keep taking more vitamins as they find new ones to cure more diseases. Need to learn that new dance step and zumba. Still want to fit in a marathon or triathlon!

My lover, husband and best friend Greg … who inspires in me a love like I have only imagined. He makes me want to be the best woman I could ever be.

My family, sister, brother, step-sons, granddaughters…they all love me unconditionally. Grandchildren are the most fascinating of all! Thank you GOD for these beautiful creatures!

My beloved parents Doug and Polly…it was a short lived life for them. I was their eldest child of 3 and they did their very best. They say they did without carpet so I could be dressed the best. They made certain I missed out on no activities; bowling, dance lessons, church choir and girl scouts to name a few of the many.

My friends … you know, the ones who do not have a vested interest in any conditions; they are just my friends. Period. I am so thankful for the people in my life who accept me as I am. No matter what, they are always there and always will be. These  people  accept me even with all the  mistakes I unintentionally make!

My experiences … some extraordinary, some frightful. Some I am happy to have out of the way, so I do not have to go through them in the future. They have given me great empathy, some wisdom, and have fed my infinite curiosity about life, people and places.

My education…as a child I didn’t appreciate this and now I am so grateful and proud of my college education. This is something no one can take from me!

My financial freedom … which gives me so many things. Freedom to pursue my passions: travel quilting, tennis, skiing, reading, personal development, business. The peace of mind that we will never be homeless, forced to take a meaningless job, or be in a position to not take care of each other.

My associates … so much of my freedom and peace of mind comes from the loyalty, gratitude and commitment of the people with whom I work: colleagues who are leaders as well; the team of people I work with in my  office; corporate leaders and the clients I serve. I vow never to take any of them or their efforts for granted, for without them … well, I would just have to start over. That would not be fun!

My country … what extraordinary blessing for those of us who live in theUSA. As selfish, immature and twisted as some of our country’s political, business and religious leaders are, we still are the place where people die every day in an attempt to come here.

People will die this week in pursuit of the level of religious freedom we enjoy; in pursuit of this economic opportunity; in pursuit of our Bill of Rights. They will give their lives attempting to cross our borders or cross an ocean to freedom. They will pay a king’s ransom and risk their lives just for a shot at the life that so many of us Americans, take for granted.

If you are thankful for nothing else this day, be thankful you live where you do and that you can do what you do today.

Thanksgiving.

Wouldn’t it be wonderful if this day was the most celebrated day in our year? Celebrated by us truly giving thanks, saying thank you and meaning thank you.

I do thank each of you for the part you play in my life. Without you, it would be maybe a little or maybe a lot different. I love it just the way my life is.

By: admin

November 3, 2012

What I have discovered to be the #1 reason patients will accept your care and continue returning to your dental office is trust.

In Steven Covey’s book, “The Speed of Trust,” he makes the case that when trust is low, the cost of business goes up, and the speed of business decreases.

If you ask most people why they choose a certain company to do business with they will say that it is because of a relationship they have with a person there or a past experience. I think of Nordstrom and why I love to shop there. I believe they have good quality but I really go there because of the way people treat me. I always have a great experience and I trust that they have products that will last.

Trust is not just a matter of quality but equally skills, competency and your knowledge.

In Covey’s book he points out that just because he trusts his babysitter to watch his kids but he would not trust her to run his business. She lacks competency to trust her with matters of his business.

There is a turbulent time in our economy today. Business is slow around the world. For this reason trust must be high with your patients for them to continue choosing your dental office over another office closer to their home, work or one that is on their insurance plan. Trust must begin with a personal worthiness of character and competency. In an effort to extend and receive trust in your day-to day responsibilities, we can have a significant impact not only on our success but also on the speed at which we achieve it.

Dentists are reaching out today to improve their methods of patients saying “YES!” to their care. It is something I hear about every week.

In an effort to turn this challenge into a successful outcome I have developed a 12 week course to get your patients to a point where they must say “YES!” to your care.

You can view the week –by-week process and everything that is included here:

This is a course I will continue to repeat frequently but you can jump in now and receive over $1,000.00’s in bonuses.

Would you like to know more? LINK TO MORE INFO 

Or listen to the Introduction in Week 1: LISTEN WEEK 1

By: admin

October 27, 2012

Many dentists expect that clinical training alone is enough to make comprehensive care a big part of their practice and they don’t pursue leadership training. This belief is contrary to the aspects of being a dentist and running a business. Most dentists pursue clinical education, and they slam headfirst into that wall that separates technical skills and running a business.

According to the 2011 report from the American Academy of Cosmetic Dentistry (AACD), 6% of practices reported average patient costs of less than $500—a 4‐point increase since 2007. The patient treatments most often completed – averaged  approximately $2,500 ‐ $4,999 (19%) and $5,000 ‐ $9,999 (15%), both down several points since 2007.¹  As a result, many patients with more complex needs and higher treatment fees go home to “think about it” and never return, leaving the dentist to do nothing, become apathetic and wonder how the economy could do this to them. Some dentists may blame the patients, others blame their team, a few blame themselves but I hear many dentists blame this on the economy!

Try to grow a profitable dental practice without an awareness of leadership skills is like fighting a ghost. You can take a bat and swing at what you think is the problem, only to find that you are swinging into thin air and nothing is there to hit!

Leadership is the only way through this! Your ability to lead your practice affects the way you do dentistry, how much dentistry you will treat and it affects the entire team.

The end result is your prosperity and the legacy you will leave behind. It also determines if you can someday sell your practice or give it away!

“Your ability to lead your practice affects everything you do in your dental business, your prosperity and the legacy you will leave behind.”

Most dental schools today focus on the technical skills and after graduation there is still a focus on clinical skills.  There is little emphasis on leadership training in dentistry.

CREATING SMILES AND DO WHAT YOU LOVE TO DO

When you have great relationships around you and can do the dentistry you love, you will experience a life with greater fulfillment.

A sense of fulfillment creates happiness and happiness is contagious. Happiness spreads to those around you and those you influence. The people close to you, especially patients and team members, intuitively know that you are fulfilled. It becomes like a domino affect and spreads like a wild fire creating peace and harmony. The people around you also feel the peace and joy and they will begin feeling the same way. Everyone feels better about themselves.

TRADITIONAL CASE ACCEPTANCE

The traditional form of case acceptance emphasizes an explanation of the disease etiology and the treatment process. The goal here is to raise the patients IQ and sell you dental services. Many times when you go into all of this explanation patients feel worse about themselves after they hear about their poor oral health, then when followed by all their personal and financial challenges laid out in front of them at their dental visit.  Patients may feel stressed when you tell them all the details and in addition the high ticket price to get their dentistry completed sooner than later.

I know and you know that you want to do the right thing by educating and explaining everything to your patients. You think you are motivating your patients to receive your stellar care.

But are you really?

Maybe not.

You’ve heard it a million times: “Patients don’t care how much you know, until they know how much you care.” Based on this thought, we jump high and perform all kinds of tricks with the goal of giving your patients a WOW experience. You are thorough; you spend unlimited time completing comprehensive examinations and bring patients back for lengthy case presentations. You offer excellent customer service, give them gift cards, spa treatments in the office, attempting to impress them with who you are and what you do! With the traditional type of case and when your emphasis is all about the disease and treatment process, your intention to help patients make the correct decision will be missed.

Food for thought:

Do your efforts to WOW patients distract or take away from the bigger picture of helping your patients feel better about who they are? It’s the stellar dental team that helps patients feel good about the team; it’s not the good team but the great dental team that helps patients feel good about themselves.

Leadership principles operate in all areas of life. If it works in the dental office, it will work in other aspects of your life as well. The dental office is a great place to learn about people skills and life skills. Use it or lose it. It’s a 24/ process.

HOW DO YOU GET TO THAT NEXT LEVEL?

The higher the level of care you offer your patients, the higher your level of leadership skills needs to be! Use the KISS method for successful case acceptance.

This is about Understanding vs. Educating the patient. Realize what emotionally and mentally this makes up each and every individual patient when in your office. What is their lifestyle like? What are their challenges and even their successes in life? What is their personality style? Do they speak to you slowly or quickly when they use their words? Do they speak softly or loudly to you? Match and mirror your patient styles. What type of words do they use? This is not manipulation I am talking about but a way of honestly getting to know your patient so you can COnnect.

I have coached dozens of dental teams and mentored thousands of dental professional and they have guided me in my approach to these concepts I will share about case acceptance.

Step 1 REALLY KNOW AND UNDERSTAND YOUR PATIENT!

The core of this process to get to that next level and increase your case acceptance is to identify your patient’s style. Discover what you patients want and what they expect of you and their appointment.

There are various types of personality assessments you can take to learn about the various personality types and how to communicate with each one differently.

STEP 2 READINESS TO MOVE FORWARD

Immediately following the patient exam will be your post-exam discussion. The purpose of this discussion is to discover your patient’s level of readiness for accepting their complete treatment plan.

The discussion will end with a question. The question will sound something like this: “Robin, today we talked about your oral health and this relationship to your total health. You heard me say earlier that there are ten teeth with areas of moderate gum disease and the old fillings on your six front teeth need to be replaced with the veneers. I understand from our conversation that you would like to live a healthier and longer life plus your family history of Diabetes is a concern to you. We can put a halt to that Diabetes concern by providing the scaling and root planing treatment around these ten teeth which are in all four areas of your mouth. We will have you return for scaling and root planing in these areas. I know that your daughter’ wedding is coming up in four months so after the hygiene appointments are complete and your gums are healthy, we can begin with the veneers on your upper front teeth. Would you like to begin the scaling and root planing treatment next week?” And always ask the patient; “Robin, what questions or comments do you have for me about your care?”

When communicating with your patients make sure to address their life circumstances and respect what is important in their life. Do what you can to avoid embarrassment, fears or anger. Do what you know is possible for them to say “Yes” to their treatment.

STEP 3  FEE DISCUSSION

It is most likely that you patients will ask about the fees, duration of appointments, etc., at some point during the discussion. Do not offer to discuss this first! Never begin with the “your insurance will pay X” before they have accepted their necessary care.

Always provide written financial option forms to support your financial conversations.

When patients ask about fees, the financial coordinator needs to provide the patient:

• The total fee (any specialists fees as applicable)
• Time frame for each phase of treatment (or the complete treatment)
• Flexible financial arrangements (offer options)

SCENARIO

“Robin your total treatment fee is $4,500 and it will take about three months to complete your care. Most patients prefer to begin their care with no initial payment today but make 3 monthly payments during the months of treatment. We can do that for you, and I estimate your payments to be $1,500.00 a month. Another option for you would be to pay with a line of credit we offer. You will have no out of pocket for the next 12 months if you choose this payment option. Which option is best for you?”

STEP 4  PRESENTATION BEFORE OBJECTIONS CAN OCCUR

Note that in this conversation the offering a flexible financial plan. Patient financing is critical

for patients who want and need comprehensive care. Without it, a significant number of patients will

not be able to fit comprehensive care into their lives.

Once the financial arrangements have been completed , the patient will need to sign the financial agreement and the next appointments will be scheduled. Only now is your patient is ready for the most technical aspects of case presentation.

In order for you to meet the ethical and legal responsibilities you will always discuss the benefits and risks with your patient and document the information and consent. When you are discussing a comprehensive treatment plan it is usually beneficial to the patient to communicate using visual aids, photographs, videos, clinical diagnostic records and radiographs. The difference when discussing comprehensive treatment from a tradition case presentation is that all this will occur after the patient has accepted the financial and time commitments for their care in your office.

The reason I suggest doing it this way is that the patient will no longer have any lingering fears about time, money or other personal challenges. You have overcome their potential stress and objections before they ever came to fruition.

Once the patient has acknowledged their understanding of the informed consent process (verbally and in

writing), they are now ready to follow through with their care in your office.

Step 5  RELATIONSHIP

Many patients may still not be ready to complete treatment. Time constraints or financial challenges may exit. The biggest challenge most patients will have to accepting treatment is the time it takes to fit dental appointments into their schedule.

Check yourself:

Have you truly made an effort to understand your patient?

• Their personality style?
• Their tone?
• Their pace?
• Their personal life challenges?
• Is your patient feeling frustrated about something? Anything?
• Are you too rigid with your sequence of future or current patient appointments?

Some patients will still not accept treatment and their care in your office. The best solution I have is to ask if you can follow up with patients who leave without an appointment within 48 hours. If they say “Yes” to the follow up is something I can’t answer but continue to build relationship. Do you best to connect withj your patients whether they are in your office or outside the office. Technology and social media offer many ways to stay connected and continue to build the relationship.

DID YOU ENJOY THIS? Would you like more? Please join us on Oct 30^th to learn 3 things your RDH can say to Increase Profits by 100k. I will share with you how to present more positive case acceptance plans. JOIN USE HERE: https://dentalpracticesolutions.com/products/case-acceptance-webinar/

REFERENCES

1. CosmeticDentistry      Stateof      the Industry Report 2011. Accessed on Oct. 26. 2012 http://www.aacd.com/proxy.php?filename=files/Footer%20Nav/Media%20Room/Surveys/AACD%20State%20of%20the%20Cosmetic%20Dentistry%20Industry%202011.pdf