Set the bar high for customer service. Your customer service is being judged not only against other dental and medical practices but also retail stores, restaurants, hotels and other places patients …

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Training should include scripting based on step-by-step documentation. When a practice has documented, step-by-step systems and a team that’s trained on those systems with scripting, doctors can focus …

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Advice for the Entire Staff: Build and transfer trust in the doctor’s recommendations. Many patients feel uncertain about whether or not they’re doing the right thing, especially when it’s unfamiliar …

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Performance Target: Implement 15 ongoing patient marketing strategies. A consistent marketing program requires more than just a few strategies. By using 15 strategies throughout the year, you’ll have …

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Advice for the Dentist: Explain that implants take less time than before. When implants were first widely publicized, it could take 6–9 months to complete treatment. Some patients believe that’s still …

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Secure computers at the end of the day. All practice computers should be shut down or locked when the office is closed to prevent any type of security breach. A running computer could give the wrong …

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Don’t try to be the “winner” all the time. When the team is brainstorming to solve a problem, by all means put your best thinking forward… but don’t become overly protective of your own ideas. Be …

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For Practice Owners – Valuation Factor: Insurance Percentages. The practice’s participation with insurance has a significant effect on valuation. Key metrics include (1) percentage of insurance versus …

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In a way, all communication is marketing communication. Since the Great Recession, dental practices must actively market themselves if they are to grow. Every type of communication with patients, …

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Manage your online reputation. If you Google your practice, you may be surprised at what you see. Try to correct any negatives you find, because the internet is how most new patients will learn about …

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New Rule: Never say anything bad about patients or team members. This is harder than it sounds. Some patients can be very “challenging.” Some team members, though perfectly good at their jobs, may …

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Performance Target: Doctors should achieve the daily production goal 90% of the time. Consistency is the hallmark of breakthrough performance. If you want to reach your annual production goal by …

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