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Welcome to this week's episode of Dental Drill Bits, where we dive into the world of "Prescheduling Myth Busters." In this episode, we debunk the common misconception that it's acceptable to preschedule a patient six months out, despite multiple broken appointments. We break down the common practice owner mistake of "somebody said we should always preschedule, so that's what we do!" We also explore the vital role of good communication with patients before, during, and after their visit, to help steer clear of broken appointments. If your retention rate falls below 85%, it may be a sign that your prescheduling system needs improvement!
Don't miss out on this episode, as we bust common myths around prescheduling, and springboard you towards a healthy retention system!
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Welcome to this week's podcast, where we delve into the crucial question of "When is it time to switch my marketing company?" Join us as we uncover key insights to help you make informed decisions about your marketing strategies, and spot red flags with your current company. In this episode, we explore essential factors such as maintaining a consistent marketing message across all platforms, emphasizing the importance of regular check-ins with your marketing company, and ensuring you retain ownership over your domains. We also provide valuable tips on leveraging existing outstanding performance when selecting promotional campaigns. Beware of marketing companies attempting to entice you with fancy reports displaying generic data, as it might be the same points they send every potential client! Lastly, we share a few tips on enhancing your SEO ranking to optimize your digital presence.
Tune in and empower yourself to make informed decisions for your business's marketing success!
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In the US, approximately 1.6 million people are changing dentists every month, making patient retention and loyalty critical to any dental practice's success. When the value per patient is so heavily weighted on retention and loyalty, we wanted to dive into some points on improving customer service, increasing retention rates, and how to show appreciation to your amazing patients! By raising retention rates from 50% to 80%, your practice can double its value per patient and stimulate the growth you're looking for, so don't let this opportunity pass.
Listen to this week's episode so you don't miss out on ways to promote loyalty, retain patients, and give them a reason to tell their friends!
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In this episode, we explore the question "How do you measure dental practice success?" For one, there's more to it than just looking at production numbers or collections. You may have sky high new patient numbers, or massive amounts of production, and still not be financially successful! When it comes down to it, retention and collections are the real key to a sustainable future. We go over having a steady flow of new patients, a system for contacting patients for overdue payments, a dedicated financial coordinator, and overhead that stays under 60%. Additionally, retaining existing patients is just as crucial as bringing in new ones, so make sure to keep up-to-date contact information!
Dive into this week's episode to learn more about measuring success in the dental industry!
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In this week's episode, TEAM is the focus. Without a strong team, your practice isn't producing at it's full potential. We know hiring and firing isn't your favorite activity of the year, but making sure the right members are in the right positions is essential. Have you ever wondered how to inspire your employees and give them purpose in the workplace? Well, we've gathered some of our favorite steps to bring your team to life!
Listen in this week to create a step by step process that will motivate and inspire your whole team!
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This week's episode is all about common issues that practices have. Some of these issues, you may not even know you have! Covering the topics of productivity, scheduling, and communication, we will dive deep into what it takes to move your practice in the right direction. We discuss having unscheduled chair time, why you may have low patient retention, and where your overhead may be slowing your growth.
To pick up on these tips and the other essentials, give the week's episode a listen!
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In this week's episode, we are breaking down effective patient communication and addressing objections properly. It all starts with truly listening to patient concerns, whether it's based in fear, financial worries, or another common issue. Highlighting that the procedure is routine and performed every day can help provide much needed comfort and reassurance for patients and urge them to take action. Third-party payment options and financing are a must-have to make dental care more accessible to patients, and if your case acceptance isn't above 85%, you may be losing thousands in revenue!
Tune in to learn practical tips for improving patient communication and increasing treatment acceptance to benefit both patients and the practice's bottom line.
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In this episode, we explore the idea that complaints are a gift rather than a curse! We discuss how listening to complaints can provide valuable insights and opportunities for improvement in your dental practice. We emphasize the importance of actively listening to trends in complaints, identifying common issues, and taking proactive steps to address them. We also highlight how making patients feel important by knowing them by name and acknowledging their feedback can significantly impact patient satisfaction and loyalty.
Listen in for more actionable tips on receiving feedback in your practice and how to shine a positive light on this valuable information!
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In this episode, Sandy and Michael discuss the age-old question: "What comes first, the patient in front of you or the one on the phone?" They share insights on how to handle both effectively, with a focus on friendly and upbeat patient communication.
Gone are the days when callers took precedence simply because they couldn't see what was happening in the practice. In today's world, whoever grabs your attention first should be prioritized. Sandy and Michael share strategies for managing phone calls while checking out a patient, using specific verbiage that shows respect for both their time and emphasizes clear communication.
Don't miss this insightful episode on managing in-person and phone interactions in your dental practice!
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Did you know that up to 93% of communication is done non-verbally?
Well, it’s true, and it might be the key to handling tough patients in your practice…
Successful Patient Interactions will make or break your practice when trying to stand out from the crowd. To have these interactions, we need an upbeat, positive, and attentive team. If your team is really listening to the questions and concerns of patients, they will feel right at home.
It’s easy to write off an angry patient as rude, bad, or not worth your time, but you may find listening to what they have to say surprisingly beneficial! There is no excuse for treating your team poorly, but these “angry” patients have a legitimate reason to be angry more often than not.
Dive into this week’s conversation on successful patient interactions and how to create them!
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It was "dental assistant" appreciation week not that long ago...did you feel like you HAD to do something instead of wanting to do something for your dental assistant?
You never really know what goes on in the private life of team members. Sometimes a little acknowledgement goes a long way.
Sandy shows us how to properly do this and gives us a system to make sure our team members feel appreciated weekly!
We also share what team members expect from their leaders/ managers/ practice owners.
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Does your front office understand your marketing? If they don’t then they are probably decreasing the amount of new patients you could and should be seeing!
Did you also know that your website and marketing campaigns, such as Google Ads, can decrease your case acceptance percentage?
In this episode we dive deep with Sandy and Ali from Docsites discuss how to increase case acceptance, new patient numbers and what could be hindering your marketing and how to fix it, and how to strengthen your front office through marketing.
Think about it, if you put an ad out and get 10 applicants… 8 out of the 10 sent in a resume that seems good… will you take a whole day to interview those 8 applicants? There’s a better way, a much better way!
Group interviews! Sandy gives us the tools and system to establish and conduct an extremely successful group interview. Once you hear this episode, I wouldn’t be surprised if you wanted to ONLY do group interviews!
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Do you feel like you can’t find any great employees? Are you tired of recommending procedures, systems, or even tips to your front office but for some reason they don’t stick with the recommendations? Do you feel like you are always having to micromanage your team or a team member? Do you even know if some team members are really contributing to the practice growth, or are they just doing the bare minimum?
In this episode we dive deeper into this as Sandy gives us 4 pillars that we need to have in order to build a productive front office team.
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Get the money! Sandy’s a real world consultant and having a ZERO A/R is not real world!
You’ve got people that come and get the dental work and ins pays, or your going to bill them, if you get a 30% open rate in emails you’re in the top tier.
Sandy came across a practice that had 100k in A/R, and stopped sending sending out statements. That’s when Sandy noticed something MAJOR! Something that affected their A/R. It’s so simple but we guarantee if you were to do a report on this… you will see what she saw and immediately make changes … which WILL drastically lower your A/R!
Sandy provides a system to implement so that you do NOT have to continue to go through this and you can start lowering your A/R today!
This episode is for the person greeting patients and answering the phones at the front desk. Some new team members need to know and master some of the basics, so if you have new team members, this episode is a “mandatory listen” as part of their training. We discuss these four essential tips:
Practice Information. Know basic practice information. How long has the doctor been practicing? Know the website & office address.
Greeting and checking in patients. Have the front office understand it’s their responsibility to know who's on the schedule and who will walk in the door next.
Do regular updates! Make sure you update patient information at each visit.
Patients are guests in your office. Always say goodbye.
Sandy dives deeper into each tip and how to implement it successfully.
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Do you need a new website or marketing agency, check out what Docsites can do for you:: https://www.docsites.com/landing-pages/ddb/
It’s a piece of paper. But what’s on this piece of paper that’s not in your software?
This slip is going to keep your new patient calls on task and in order. It will have all the necessary information you need and it will ensure the conversation flows well and the front office makes the appointment! You want to have really good relations with people who call for the first time. Being thorough is how you’re going to get the consistency of making sure everyone who calls for the first time is scheduled.
Listen in as Sandy breaks down this process and builds a system for your front office!
This is a serious talk we have to have. Have you ever said to yourself: “my employee isn’t smart, my team isn’t doing the best, I buy new equipment and no one uses it… I’m not buying them anything anymore!”etc.
Or maybe people aren’t delivering and producing on your team, or you can’t keep people on your team...
Whose fault is it… the leader. Sometimes your own lack of trust and organization may be holding your business back.
Sandy gives us the system and steps we need to take to fix this and make sure you are no longer the problem in your practice.
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You need to have protocols in place and systems in order to find someone GREAT for your team and it starts with your reputation. That’s step one in the system, what are your employees and ex-employees saying about you? Your reputation is where it starts for easing the workflow of hiring.
The second step in your system is to make sure that the people on your team know this one rule: anytime that someone calls asking about a position available, get their name, number, email, and resume immediately.
Sandy expands much more on these first two and gives you more precise steps in this system to ensure you will always find and have great people as you grow your practice.
Did you know January is one of the best months to reactivate patients?
Think about the retention rate and see what’s the percentage of patients you're retaining. The problem is practices are always looking for new patients because the back door is always open. Some of us have two back doors open!
You need to stay in touch with people and mix up the types of communication with your patients, it keeps the interest there. That’s what Sandy discusses in this episode and gives you a system on how to reactivate your patients, retain your existing patients, and she shares the best methods, formulas, and times on when to do this.
You get a text message from a staff member that says they can’t come to work today, now what do you do?
In this episode Sandy talks to us about the proper steps we need to take with handling staff members who seem to be absent or miss a lot of work days for whatever reason. We discuss how we can remedy this and how you can ensure it doesn’t spread to other employees. She also gives us a step by step process on how to start this system today!