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Tip from Consultant Sandy Pardue: Patient Goodbye's
It is of utmost importance that your patients knowyou are glad to see them when they arrive, but it is also important that they knowyou were gladyou had the opportunity to see them, visit with them and treat them. They are GUESTS in your office and should be treated as such.Therefore, it is the...  Read More
Consultant Tip: Pre-Scheduling of Hygiene Patients
To insure the viability of the practice, at least 85% to 90% of the patients should leave the office with an appointment or a future recall date. Why not schedule 100% of the patients? Not every patient should be pre-scheduled because they can't be trusted to keep the appointment. This is why it is...  Read More
Consultant Tip: Use a "Rebilling Charge" to Motivate Slow Payers to Pay Faster
There is no question that adding a monthly rebilling charge to account balances will motivate patients to pay their bill faster. We all try to collect fees and co-pays but still manage to have patients owing money to the practice, especially since insurance companies don't always pay what is...  Read More
51 Tips from Consultant Sandy Pardue for Creating Exceptional Customer Service
51 Tips to Create Exceptional Customer Service Track referrals to your office and acknowledge those that refer. If you state guidelines allow a patient referral program implement one. Create trust with your patients Send handwritten WOW Letters to patients from staff members Communicate...  Read More
Consultant Tip:The Lifeline to Your Practice
The old adage is, your patients know first what’s not working in the practice and this starts with their very first contact. The telephone is the most overlooked piece of equipment in the dental practice, yet it is the most important.If your telephone is not handled correctly, your practice...  Read More
Consultant Tip: Office Computer Security
Office Computer SecurityIn order to secure the practice computer system and its resources, each person is assigned a unique and confidential user name and passcode for accessing the office software. A username defines a particular person who uses the software program. This information is...  Read More
Consultant Tip: How to Increase Your Bottom Line
Do you know the best and easiest way to increase your bottom line or profit? It's by not having open time on your schedule, which is achieved by eliminating broken appointments and controlling your schedule. For every broken appointment and time left unfilled on the schedule, your bottom line...  Read More
Consultant Tip: Handling a False Perception about Money During Case Presentation
Some people may think they cannot afford dental care when actually they can. Most people are very poor financial managers and when their money getstight they think in generalities and even fool themselves. They may even have a small amount of money in a savings account earning a very low percent of...  Read More
Consultant Tip: Filling Short-Notice Changes
If the Scheduling Coordinator just can't prevent a change in the schedule, the next best thing is that any changes in the schedule be filled immediately. This means that if a patient says they can't make it tomorrow, you need to fill that slot before tomorrow gets here and you are all standing...  Read More
Consultant Tip: A Boost While the Doctor is Out
When the doctor is out of the office for any reason, such as attending a continuing education seminar, it is a great opportunity for the entire office staff to team up and bolster the appointment book with recalls, incomplete treatment, reactivations[patients that have not been in for 13 months or...  Read More
The difference between Management and Leadership
Leadership requires motivating and inspiring. Management includes organizing and staffing.Management involves creating an organizational structure, staffing the job with qualified individuals, communicating the plan, delegating responsibility for carrying out the plan and devising systems to...  Read More
A Boost While the Doctor is Out
When the doctor is out of the office for any reason, such as attending a continuing education seminar, it is a great opportunity for the entire office staff to team up and bolster the appointment book in your computer software with recalls, incomplete treatment, reactivations[patients that have not...  Read More
Consultant Tip: Appointment Wrap Up
Follow these steps at the end of each appointment with all patients to make sure you "wrap up" the patient's visit with positive communication while preparing them for their next appointment.STEP 1: Raise the chair so that the patient is in an upright position. You should remain seated facing the...  Read More
Consultant Tip: Be a Good Listener
One secret of good human relations to to ask questions, but to also be a good listener. People can tell when you are listening and they can also tell when you are truly interested in them and what they are saying.Encourage the other person to talk about themselves and to share their interests and...  Read More
Consultant Tip: Relationships in Business
Teddy Roosevelt said, "the most important ingredient in the success formula is knowing how to get along with people," Research has consistently shown that technical training is important, butthere is another side to business.Most of the success in service businesses is due to skills in human...  Read More
Consultant Tip: Educating Patients
There are many direct ways to educate patients. Seeing is believing and what we see carries much more impact and is more convincing than what we hear. We remember only about 10% of what we hear and about 85% of what we see. Use visual aids to back up what you say. Intraoral cameras, photos, models,...  Read More
Consultant Tip: Patient Relations
One of the things patients appreciate more than anything else is being remembered and called by their name. If you want a positive and immediate response from someone, just use his name. Our friends know us by name, but strangers don't, so if you call a patient by his name, this is really acting...  Read More
If a Patient Does Not Have Insurance, Do Not Mention It
When talking to patients about their needed dental treatment and financial arrangements, one of the first things we notice is whether or not they have dental insurance. It is very good if they do, of course, and this makes our job easier.However, if they do not have insurance you can make a patient...  Read More
If You Promise Some Patients the Moon, They Won't Believe You
One of the most difficult things in human relations is convincing the pessimist they need something (including good dentistry).Many patients have experienced failure with their past treatments and have privately given up hope that anything can be successful. This is the reason they do not follow...  Read More
Standardized Sequence for Handling Requests to Break or Cancel an Appointment
Standardized Sequence for Handling Requests to Break or Cancel an AppointmentWhen you are speaking to a patient or someone who calls for a patient and they want to break an appointment, there are certain steps to follow. The first step is to get the person on the telephone that has the...  Read More
30 Practice Management Ideas to Jump Start Your Practice
30 Practice Management Ideas to Jump Start Your Practice Establish a recall system, write it up, train staff on it and follow it exactly. Print business cards for each of your team members, encourage them to pass them out. Implement welcome letters for all new patients. Implement no...  Read More
The Difference in Successful and Unsuccessful Managers
Successful Managers Unsuccessful Managers Having a Sense of Gratitude ...  Read More
Do Not Pre-Schedule Every Patient for Recare
So many practices are on automatic and take little time to evaluate a patient before scheduling appointments. This adds to the broken appointment problem.I'd liketo see practiceslook a bit closer before pre-scheduling recare appointments 3, 6 or 12 months in advance. If a patient hasa history ofno...  Read More
What to Say to Patients Who Ask You to Cheat by Altering the Record (s) and/or Dates (s)
Sometimes a patient will ask to bill them at an earlier or later date than the dental treatment was actually done. They do this to try to take advantage of an insurance company by having them to pay for a service that was not covered at the time of treatment. This also occurs when a patient has a...  Read More
Financial Coordinators are Salespeople for Dental Treatment
The late Dr. Harold Wirth once said, "The people of America have the money to buy what they want; it is dentistry's responsibility to have them buy what they need." The Financial Coordinator and every other staff member in the practice should adopt the attitude above. First for the well-being of...  Read More
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