There Is Always A Better Way….

There Is Always A Better Way….

Have you ever met someone who thinks that they’re doing everything well, when in reality, they are so out of touch with reality, that you think to yourself:|

“What the heck?”

Or, have you ever been that person yourself, thinking to yourself:

“I’m doing alright….”

only to find out that your version of alright is really all wrong.

Have you?

Well, I have…

In 1996, I thought that my dental practice was doing alright.

After all, I was collecting double what the average dental practice in Australia was collecting, and I’d been consistently doing these numbers for the previous four years.

Yes, I thought that I was doing ok.

After all, my practice was not in a ritzy part of Sydney.

My practice was located smack bang in the middle of the western suburbs of Sydney, where people lived in average homes and had average jobs and earned average incomes and drove average cars.

So I thought my results were pretty darned good…

But….

Then I met a dentist who had a dental practice in the far western suburbs of Sydney where the population there lived in smaller homes and had lower incomes….

And his dental practice was doing double the collections that I was.

Suddenly I realised…

Suddenly I realised that I had a lot more to learn.

Suddenly I realised that my practice and I had been coasting, or flatlining, for the previous four years.

I thought to myself, if this dentist is doing double the collections that I’m doing, I need to find out what he’s actually doing.

What I worked out was this:

What I worked out was that on my own, I did not know all the answers.

Despite the fact that I thought that I was doing OK, what I found out right then and there was that there was a better way.

I just needed to find out what that better way was.

Here’s what happened:

Here’s what happened next.

I hired a coach. I knew I needed extra assistance.

The first coach I hired was a disaster and a nightmare.

For six months I worked with this coach and I struggled with his suggestions and methodologies.

And the business relationship did not end well.

But then I did this….

So I went and hired another coach.

And over the following five and a half years, I worked with this second coach and I was able to grow my dental practice and triple my collections…

And from there only got better and better and better…

Recently I met the owners of a dental practice:

This week I had the opportunity of speaking to the owners of a dental practice who thought their newly started practice was going really well.

So well in fact, that all they thought they were in need of was to add an online booking facility for patients to schedule their own appointments.

When I asked them about their collections from the previous month, their answer was this:

“Oh, we haven’t looked at those numbers yet.”

And yet we were already onto the sixteenth day of the following month.

When I probed a little further they told me that their staff were all great, and they didn’t need any assistance, and yet their dental practice collections were averaging about $1000 per chair per day, for the month of March…

With 70 New Patients making appointments that month…

I don’t know what you think, but I think that this practice could be doing a heck of a lot better?

Yet the owners seemed to think that they were doing everything very well.

Sadly, sometimes, some people just don’t know what they don’t know.

In my travels, I see a lot of opportunity wasted in dental practices, simply because owners feel that they know it all, and they don’t need any advice at all.

And yet the same owners are literally tearing up hundred dollar bills of missed opportunity through their blind arrogance. These owners just keep heading on regardless, and not stopping for a moment to think:

“You know what, there might be a smarter way of doing this?”

To me, no matter what I’m doing, I’m always acutely aware that somebody else can help me. There will always be someone out there who can do, or will know of, a better way of helping me to reach the end result that I’m aspiring to.

It’s just a matter of finding that person and utilising their valuable IP.

That’s the difference.

As my good friend Dr Ron Arndt said to me:

“None of us are smarter than all of us…”

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

What Sort Of Message Are You Sending To People Who Phone Your Dental Practice?

What Sort Of Message Are You Sending To People Who Phone Your Dental Practice?

One of the things I learnt very early on in my career as a dental practice owner was that to grow a practice, I needed to have enough phone lines available for those moments each and every day when multiple callers wanted to contact my office all at the same time.

And these moments do indeed happen…

And when those moments happened, I needed to be able to put some of these callers on hold, while my office team served each and every one of those valuable telephone enquiries.

And here’s the kicker: you just can’t dump callers onto chimes, and bells, and mind-numbing tunes. Nor can you put them on hold listening to a radio station playing music that you have not chosen, and playing adverts about erectile dysfunction, or worse still, playing adverts for one of your competitors.

And you can’t have callers listening to messages that are all about how wonderful you think your dental practice is. Messages like those are only to be played to impress your mother when she rings.

Your on-hold phone messages need to be inspiring and uplifting, and need to have your patients and callers coming off hold and asking:

“Can you tell me more about how you can help me with _______”

Your on-hold messages need to be focussed on being solution based.

Since selling my practice and retiring off the tools, I now consult to dental offices, and work closely with Australia’s leading dental front office phone skills trainer.

What we see is that 38% of all calls to a dental practice never even get answered, with the call either ringing out or going to a recorded message begging the caller to leave their details in the HOPE that they may be silly or lame enough to do so.

Most callers do not leave messages when this happens. They just hang up, scratch out your practice’s name from their list, and then phone the next dental office that is on that list.

And when your busy receptionist dumps your callers into a less than adequate on-hold system, what you will find is that by the time the receptionist gets back to that caller, they’ve hung up and called another dental office.

People are calling dental practices because they are looking for someone nice to talk to who can solve their dental problem.

And let me tell you this:

If you have some whiz-bang phone system that begins with a recorded greeting message for your practice, and then is followed by “live person” coming on the line, that too is another mighty TURN OFF for any caller just wanting to speak to a real live human being.

Now….

there will be times that callers will sometimes need to be placed on hold.

If your on-hold messages are boring and lousy, then you’re literally capturing a VALUABLE new patient enquiry and burning it up, right before your very own eyes.

In my opinion, if you want to provide all your clients and patients with The Ultimate Patient ExperienceTM each and every time that they phone your dental practice, then you need to have your front office team trained on the best things to say when placing the callers on hold, and you need to have the best possible on hold message service that you can.

Anything less than best in these instances is purely and simply, killing your business.

So easy to fix, but yet, so many offices do not take the time to fix these easy-to-fix glaring errors.

They just blunder on, hoping that the silence they are witnessing from their callers may be blind acceptance, when in reality it is the stunned silence of shock.

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Are You Devaluing Your True Worth?

Are You Devaluing Your True Worth?

Do you know your hourly rate as a dentist?

What is an hour of clinical dentistry worth to you?

The calculation is simple:

Work out how much dentistry you produced personally in a certain time frame [usually three or six months], then divide that dollar amount by the number of days you worked and there’s your daily rate.

Divide your daily rate by the number of hours you work each day to calculate your hourly rate.

Knowing your hourly rate is very powerful:

When you know your hourly rate for being a dentist in your dental practice, you can soon be able to work out those tasks in your practice that you SHOULD NOT BE DOING and should be delegating to someone employed or hired on a lower hourly rate.

You can also work out those tasks that you could hire someone to do in your office instead of you so that you as a dentist could concentrate on working and generating more income for your dental practice by doing more dentistry.

Here are some tasks in the dental office that you can pay someone a lower hourly rate to do: 

  • Fill out lab sheets
  • Type up clinical notes
  • Mix plaster and pour up models

Here are some tasks in the dental office that you can pay an expert a lower hourly rate than you earn, to do: 

  • Bookkeeping
  • Dental hygiene
  • Front office phone skills training
  • Customer service training for your team

Here are some tasks you do at home that you can pay someone a lower hourly rate than you earn, to do: 

  • Mow your lawns
  • Wash your cars
  • Clean your house
  • Trim your hedges

Dr. Omer Reed said that in the USA, 95% of dentists reaching the age of 65 cannot afford to retire because they haven’t been able to put away enough money along the way to fund their own retirement.

They simply haven’t looked at the efficiencies of better time management and better time utilisation in their dental practice.

There’s no point employing a dental assistant and then putting your own matrix bands together, while the dental assistant sits there beside you twiddling her thumbs.

Similarly, why not employ an extra dental assistant to transfer the completed patient to, and who then transfers that completed patient and hands them over to the front office team, while you the dentist move into the next treatment room and begin doing dentistry immediately on the next patient.

You don’t see Lewis Hamilton filling up his own Formula 1 race car?

He’s paid a lot of money to drive that car.

Mercedes can pay other people a lot less to fill the tank of Hamilton’s F1 racer.

Similarly, I bet you don’t see Hamilton teaching the pit crew how to change tyres…. I’ll bet that Mercedes hire specialists to do that sort of training.

The other thing about Mercedes is that when they hire someone to help their pit team improve performance, they really make sure that they are getting the best available.

They do their research.

What they don’t do is train their pit team on what they the owners THINK needs doing.

They hire someone with a proven track record.

And it’s still a lot less expensive than training the pit crew themselves.

And it’s far more sensible than NEVER TRAINING their pit crew.

How’s things in your dental practice?

How are things in your dental practice?

Are you doing a lot of lower paid tasks in your practice yourself, instead of performing the dentistry?

And do you have dental office team members performing crucial roles in your business, who have never been trained on those roles?

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Are You Giving 100%, Each and Every Time?

Are You Giving 100%, Each and Every Time?

I remember a conversation I had forty years ago with a work colleague. It was when I was working in a licenced club at nights, while attending Sydney University during the day.

The colleague was re-telling me a story of in “intimate moment” he had enjoyed with a young woman in the back seat of his car.

While my colleague was telling me that he thought at the time that he was going ok, when he looked up at his partner during this “moment” he found that she was doodling in the mist forming on the inside of the back window of the car.

Sadly, for my work colleague, his partner’s mind was well and truly elsewhere.

His partner was far from present, and “in the moment.”

Has this ever happened to you?

Has this ever happened to you?

Have you ever been in conversation with someone, and felt that their mind was elsewhere? That they were distracted from the conversation that you were having with them?

Have you ever been that person, where you’ve been listening to someone speaking, and caught yourself losing concentration about the immediate conversation?

Whenever this happens, it’s both embarrassing and also annoying.

It’s embarrassing for both parties because the listener has to very subtly and surreptitiously try to re-engage in the conversation without making it look obvious that they had temporarily checked out of the discussion.

And it’s annoying for the person speaking, to think that the subject matter of what they were speaking about had not been so riveting, and had allowed their companion’s mind to wander.

Sometimes people only hear selectively what they think is being said

Sometimes people only hear selectively what they think is being said. They listen from their own point of view, rather than listening with a totally open mind to the true words being spoken to them.

When we listen with a purpose of understanding, rather than with a purpose of responding, it is then that we can truly CONNECT in a conversation with someone.

It is very embarrassing for both parties when there is not a TOTAL CONNECTION between them.

In the dental office:

There are several events in a dental office where disconnection or lack of connection can lead to embarrassing moments:

  • Dental assisting during long procedures: It is very important for dental assistants to stay focussed on their roles and their duties while assisting the dentist in the treatment room. This is not a time for the dental assistant’s mind to wander away from being focussed on the job at hand.

 

  • On the front office phone: When answering the dental practice phone it is imperative to be focussed 100% on what the caller is telling us and having a very clear set of actions to pursue to help solve the caller’s problems.

I often hear recordings of calls where the dental receptionist is more focussed on filling a blank space in an appointment schedule, than she is on helping to solve any problems or find solutions for the caller at hand.

 

  • Conversations between dental team members and patients: It is important to always be “in the moment” when in conversation with a patient, remembering that the aim of the conversation with the patient is to stay totally focused on what the patient is saying.

We cannot be seen to be ignoring, or by our actions and inactions be seen to be trivialising what the patient is telling us.

 

Remember, be engaged!

Don’t ever be caught out not paying attention, and giving 100%.

Stay focussed.

Mental doodling at any time is far from a good look.

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

A Lot Of Dentists Have No Idea What’s Going On In Their Dental Practices…

A Lot Of Dentists Have No Idea What’s Going On In Their Dental Practices…

In the 1992 Movie A FEW GOOD MEN, there’s this now infamous courtroom scene, with a heated exchange:

The Colonel, in the stand, played by Jack Nicholson says:

“You want answers?”

The corporal interrogating, him, played by Tom Cruise says:

“I want the truth!”

Jack Nicholson replies:

“You can’t handle the truth!”

I know it’s only a couple of lines from a movie, but …. It is very true.

A lot of dentists have no idea what’s going on in their dental practices…

And that’s the truth.

Think about it.

The dentist owner is usually in a treatment room, with his door closed, working on a dental patient, totally focussed on the tooth or teeth at hand.

He’s drilling away, with everything going on in the practice happening behind his back.

And because the door is closed, and because he doesn’t have eyes in the back of his head, he has ABSOLUTELY NO IDEA really about anything else in the practice.

Except for those things he can perceive or those things he is told about.

But what about all those things that he is never told about?

Like staff members being constantly on their mobile devices?

Or callers to the practice who are not being given the appointment that they are in need of?

To put it frankly, if your dental practice is not recording the phone calls that are coming in to your office, and is not having an independent person review those phone recordings, you as the owner may as well be walking around with a blindfold on and your fingers stuck in your ears.

Or you may as well be putting your head in the sand.

When we listen to the recordings in dental offices we hear a lot of …..

We hear a lot of existing patients, with appointments, phoning to ask what exactly they are having done?

We hear a lot of confusion from existing patients.

And this all comes back to incomplete and inadequate handovers being done in the practice, resulting in a LACK OF CLARITY in the minds of the patients being treated as to what their next step involves.

Phone calls from confused patients then clog and jam the phone lines preventing new patient calls from being answered and answered well.

And we all know that only twenty percent of new patient phone enquiries end up being turned into a made and kept appointment.

If you want to grow good crop, you need to prepare your soil well.

You’ll never grow a good crop on dirty soil.

The second thing we hear is…..

The other thing we hear on these recordings are those calls that come in from angry and frustrated patients.

If you are not having your calls recorded FOR QUALITY AND TRAINING PURPOSES,  then you will never hear the sheer anger and frustration from patients who have a perceived [or actual] concern about a possible [or actual] wrongdoing that may or may not have occurred.

These wrongdoings, and perceived wrongdoings, will occur.

No matter what you do, these calls will occur.

Even if you only do consultations, these calls will occur.

And unless you are recording your incoming calls, you’re going to be up the old creek without a paddle, on two counts.

First of all, the recording is a true and accurate record of the conversation that was had.

It is admissible in a court of law, and may be invaluable for your practice to have.

The second thing is that when you have an independent third party listening and training and coaching your team about phone skills, you can dramatically improve the chances of a favourable outcome for your practice, if and when you receive these calls.

If you don’t have good help, or THE BEST HELP in this regard, it’s kind of like doing your own brain surgery, or doing your own taxes.

It’s well known that a lawyer who acts for himself in court has a fool for a client….

The facts are these:

Put simply, the more patients you see, the more things will happen in your practice.

Proportionately, when your practice grows, there will be more phone calls, and there will also be more complaints.

These are facts of life.

Minimising risk is a vital part of any successful business.

HOPING that things will be OK is not a good business strategy.

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

Cell Phones In The Dental Practice? Yes or No?

Cell Phones In The Dental Practice? Yes or No?

Every now and then the age-old chestnut of cell phones in the dental practice rears its head.

It’s an interesting discussion, and its usually raised by a dental practice where staff use of their mobile phones during work time has reached epidemic proportions.

So, when considering what we need to do, as is the case with most business decisions, we need to have a good look at the numbers, because the numbers will tell the story.

But before we do that, let’s understand the reasoning from both sides of the argument as to whether we should allow staff members to carry cell phones on them during work hours.

Firstly, the carrying and checking of cell phones by staff during work hours represents a distraction from the task at hand.

Whenever a phone beeps, dings or vibrates, that’s a distraction. Looking at the phone display screen is also a distraction.

Those who say that THEY NEED THEIR PHONE in case there is an emergency or an urgent call from their child care or school, do have a valid argument..

Now, what do the numbers say?

A recent survey showed that on average, an employee looks at their cell phone screen on and off for a total of fifty-four minutes every working day.

Multiplying that out by five days per week and 48 weeks per year gives us a total of 216 hours per year spent looking at a personal cell phone screen, while being paid to do work.

That’s five weeks and three days and two hours of paid time each year spent looking at personal stuff on a personal cell phone.

The argument about needing to be contacted urgently is a Furphy.

If a staff member needs to be contacted urgently by a relative or by day care or by a school, they can easily be phoned at the dental practice on the practice’s main phone line.

After all, that’s what we used to do back in the 1980s and earlier, before cell phones were ever invented.

Every time you look at your cell phone while you are on the clock at work you are stealing.

If you are being paid to do work then you should be doing work.

Looking at your phone for as few seconds when you have a chance during work hours is wrong because you really should be doing something else that is work related and productive for your dental practice.

When you look at your cell phone during work hours you are stealing time and also money from your employer.

You are also stealing time from your work colleagues who you are being paid to support.

And you are stealing time from your patients and paying customers who are buying, or paying for your time and attention.

There is no “just a quick glance”….

There is no QUICK GLANCE at your device.

And that includes iWatches as well.

Patients and other team members will notice when your eyes are not 100% on the job at hand.

And patients will show their dissatisfaction by simply taking their business elsewhere.

I once saw this:

In 2014 in a mini-mart in Paris, I watched a cashier scrolling through her messages on her phone during the few seconds of time between my card being swiped and the EFTPOS machine printing out the transaction receipt.

No word of a lie…

Her cell phone was positioned between the register and the EFTPOS machine.

This was a SERIOUS CUSTOMER SERVICE FAIL.

Should our dental practice implement a zero cell phone policy?

I truly believe that when people are at work and are being paid to work they need to remove distractions that prevent them from performing their duties.

If you and your team are dead serious about creating a world class experience for each and every patient of your practice, then a zero cell phone policy needs to be one of your dental practice non-negotiable policies.

And thinking logically, if you are working for 38 hours per week, there are another 130 hours each week for you to look at your cell phone for as much or as long as you want on your own time.

*****

LIVE Workshop: Dr David Moffet and Jayne Bandy:

“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”

If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this LIVE workshop Friday July 30, 2021 in Melbourne, VIC.

Click here for more details.

*****

Need your phones monitored?

Are you concerned about the number of calls that are not being answered as best they can be?

You need Call Tracking Excellence.

For the cost of a less than one cleaning per week, you could have your phones being answered much much better….

Convert more calls into appointments…Click the link: http://www.calltrackingexcellence.com

Call Jayne on 1300 378 044 or email Jayne@theDPE.com  for more details.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.

Email me at david@theupe.com

 

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