In this episode, Sandy Pardue kicks off a powerful conversation about the most overlooked step in fixing front desk chaos: assessing your team’s current morale, mindset, and motivation. Before you implement new systems or pile on training, you’ve got to address the emotional temperature of your practice. Is your team ready for change? Or are they quietly resisting it?

Sandy lays out practical ways to reframe, re-energize, and reset expectations—ensuring your next move is a lasting one. If you want real ROI from your front desk, start here.

What You'll Learn:

• Why morale must be addressed before systems

• What warning signs signal a disengaged front desk

• How to rally your team around performance without creating pressure

• The conversation you should be having in your next team meeting

• A mindset shift that changes everything about your approach to training

Thank You to Our Sponsors:
🦷 Mango Voice – Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

💰 Plan Forward – Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

📈 Identity Dental Marketing – Your marketing firm should tell you who’s landing on your website and what they’re doing there. Identity Dental Marketing does that—and more. From website strategy to SEO and patient attraction systems, they help you grow smart and stay visible. Explore at identitydental.com.

In this eye-opening episode, Sandy digs into one of the most overlooked contributors to rising accounts receivable (AR) in dental practices—abandoning mailed statements too soon.

You may be emailing and texting patients about balances, but do you actually know how many patients you're reaching? Sandy breaks down the data and shares real stats from dental dashboards, showing that many practices have incomplete contact info for 20–40% of their patients—and it’s costing them tens of thousands.

Whether your AR is creeping past $100,000 or you’re trying to build a smarter collection system, this episode will help you understand the risks of relying too heavily on tech—and how to create a system that actually works.

You’ll learn how to:

✅ Evaluate how many patient emails and cell numbers are actually in your system
✅ Set up a multi-step system for statements that includes email, text, and physical mail
✅ Use dashboards like Practice by Numbers to track and improve your data
✅ Minimize collection delays by acting faster and smarter—not cheaper
✅ Understand the real cost of “saving 60 cents” on postage

📓 Listener Challenge:
Pull your AR report. Look at your 30-, 60-, and 90-day buckets. Then audit your system—do you know how many patients are unreachable by email or text?

Key takeaways:

👉 Most practices don’t have complete contact data—and don’t realize it
👉 Text-to-pay consistently performs better than email-based statements
👉 Mailing a statement isn’t outdated—it's often necessary to get paid
👉 AR doesn’t shrink itself; assign ownership and follow a consistent process
👉 The longer you wait, the harder it is to collect—act at 30 days, not 90

🔊 Special thanks to our sponsors:

📞 Mango Voice – Smart, reliable phone systems designed for dental practices. Learn more at mangovoice.com

📣 Identity Dental Marketing – Get strategic, ethical, and conversion-driven marketing from the pros who care. Visit identitydental.com

🦷 Plan Forward – Membership plans made simple for dental teams. Learn more at planforward.io

📲 Join the conversation!
What’s working (or failing) in your AR process? Share your experiences inside our Dental Drill Bits Facebook Group—we’d love to hear from you, and you might be featured in a future episode!

What if your marketing isn’t the problem—but your expectations are? In this episode, Dana and Sandy welcome Grace Rizza, the powerhouse behind Identity Dental Marketing, to break down why most dental campaigns fall flat—and what actually works. From unethical agencies to underfunded ad budgets, Grace unpacks the truth most marketers won’t say out loud.

If you've ever felt burned by a marketing agency, overwhelmed as a startup, or scared to go fee-for-service—this one’s for you.

You’ll learn how to:

✅ Spot the difference between strategic marketing and expensive guesswork
✅ Avoid wasting thousands on low-quality leads and poor conversion
✅ Set realistic expectations for Google Ads and SEO
✅ Know when your marketing isn’t the problem—your front desk is
✅ Confidently budget and brand your way to sustainable growth

📓 Listener Challenge:
Review your last 6 months of new patient numbers. Are you tracking the right data? Is your marketing converting—or just collecting clicks?

Key takeaways:

👉 You can’t market your way out of bad conversion. Start with honest analysis.
👉 Dabbling in ads (like $1,000/month on Google) is worse than doing nothing.
👉 Fee-for-service practices need stronger branding, not just lead generation.
👉 Your front desk is your filter—train them or waste your marketing dollars.
👉 Success starts with realistic expectations and total ownership of your results.

🔊 Special thanks to our sponsors:

📣 Identity Dental Marketing – Strategic, ethical, brand-aligned marketing that works. Learn more at identitydental.com

🦷 Plan Forward – Build and grow a profitable dental membership plan with ease. Learn more at planforward.io

📲 Join the conversation!
What marketing myths have you had to unlearn? Share your experience in the Dental Drill Bits Facebook Group—we may feature your insight in a future episode!

Hiring is never just about plugging a hole. It’s a strategic leadership move—and when rushed or mismanaged, it can quietly sabotage your entire practice.

In Part 2 of the Hiring Series, Dana and Sandy dive deep into what happens between identifying a hiring need and getting the green light to bring someone on board. From pecking orders to prep work, leadership courage to legal compliance, they unpack everything you should have in place before you hit “post job ad.”

They also share formulas and benchmarks to help you bring data—not just emotion—into your hiring decisions. Because the right people in the right seats don’t just ease stress... they build your business.

You’ll learn how to:

✅ Calculate attrition rate and turnover cost
✅ Know when leadership is lagging—and how to step up
✅ Use team dynamics and KPIs to confirm true staffing needs
✅ Spot red flags in candidates and existing team members
✅ Make confident decisions about who to keep, who to lose, and when to act fast

📓 Listener challenge: Pull out your team’s job descriptions and update them. Is everyone clear on their seat, their duties, and how success is measured?

Key takeaways:

• Hiring starts with leadership. Don’t outsource what only you can model.

• Don’t ignore the front office. Patient flow is the clearest indicator you need more hands.

• Attrition above 25% is a red flag. Act on it, don’t ignore it.

• Turnover costs average 30% of annual salary. Every rushed hire costs more than you think.

• You must always accept resumes. Train your team and stay compliant.

🔊 Special thanks to our sponsors:

📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com

🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io

📲 Join the conversation!
What formulas or hiring benchmarks have helped you lead with confidence? Post your insights in the Dental Drill Bits Facebook Group. Your input might be featured in a future episode!

A growing team sounds like success, but adding the wrong hire too soon can wreck morale, raise overhead, and increase chaos.

In this kickoff to the Hiring Series, Dana and Sandy break down how to assess whether your practice truly needs to hire or if it’s time to get serious about systems, training, and communication first. They walk through real-world scenarios (yes, including a team walking out!) and offer tools to help you make strategic hiring decisions instead of emotional ones.

You’ll learn how to:

✅ Recognize signs of burnout and bottlenecks
✅ Use patient flow (not just production) to assess staffing needs
✅ Perform a job analysis to refine roles before hiring
✅ Outsource strategically while maintaining quality
✅ Avoid hiring when your culture or patient satisfaction is already suffering

📓 Listener challenge: Revisit your job descriptions and KPIs before you write that job ad. Is your team really at capacity, or just undertrained?

Key takeaways:

• Burnout often stems from broken systems, not just headcount

• Patient flow—not production, is the best indicator for front desk staffing

• Don’t hire to “fix” a bad culture—address team satisfaction first

• Smart outsourcing (like billing or insurance verification) can bridge the gap

• A great team member might be hiding in plain sight—they just need training

🔊 Special thanks to our sponsors:
🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io

📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com

📲 Join the conversation!
What signs tell you it’s time to hire—or not? Post your thoughts in the Dental Drill Bits Facebook Group, and we just might cover them in our next episode!

A dental team without effective meetings is like a GPS with no signal—lost, frustrated, and going in circles.

In this episode, Dana and Sandy dive into the often-overlooked power of consistent, structured team meetings. From setting agendas and reviewing stats to celebrating birthdays and avoiding gum-chewing drama, they lay out the exact formula for turning “just another meeting” into a high-impact tool for team alignment, accountability, and growth.

This episode is inspired by a post in the Dental Drill Bits Facebook Group (thanks, Heather!), and it answers all your questions about frequency, timing, food, and how to keep the meeting professional without turning it into a complaint fest.

You’ll learn how to:

✅ Build consistency and trust through regular meetings
✅ Set a professional tone that encourages open communication
✅ Use stats to manage without micromanaging
✅ Create a clear agenda that respects everyone’s time
✅ Avoid common traps—like canceling because “one person’s out”

📓 Listener challenge: Pull out your calendar and mark team meetings for the rest of the year. Pro tip—choose the first Thursday (or another set day) of each month and make it a tradition!

Key takeaways:

• Your calendar is your culture—pre-schedule meetings 12 months in advance.

• A great meeting starts with a plan, ends with accountability, and includes a little cake.

• Never use meetings to discipline—address policy violations 1-on-1.

• A facilitator keeps meetings on time and on topic.

• Phones off the table. Literally.

• Celebrating wins builds trust; structure builds momentum.

🔊 Special thanks to our sponsors:
🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io
📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com

📲 Join the conversation!
How do you run staff meetings at your office? Share your best tips or horror stories inside the Dental Drill Bits Facebook Group—we might just feature it in an upcoming episode!

We’re diving into a topic that separates struggling practices from high-performing ones—your front desk metrics. Dana and Sandy break down the most important KPIs your admin team should be tracking daily, weekly, and monthly. Spoiler alert: if you’re not measuring it, you can’t manage it!

Whether you're brand new to tracking stats or need a refresh to re-energize your team, this episode gives you simple, actionable ways to bring structure and accountability to your schedule, collections, and patient flow.

You’ll learn how to:

✅ Track leading and lagging indicators
✅ Set realistic goals that don’t overwhelm your team
✅ Empower employees to “own” their numbers
✅ Reduce cancellations and no-shows
✅ Create a consistent system for growth—without expensive software

📓 Listener challenge: Grab a notepad (or your phone) and follow along as Sandy walks through the 10 KPIs that every dental front desk should be tracking.

Key takeaways:

• What gets measured gets managed.

• Metrics don’t remove the human touch—they improve it.

• New patients, calls out, and appointment conversion rates matter just as much as production.

• Use a physical binder to track schedule changes and spot patterns at a glance.

• Sharing goals consistently (not just when things go wrong) builds morale and accountability.

🔊 Special thanks to our sponsors:
🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io
📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com
📞 Mango Voice – Smart, reliable phone systems designed for dental practices. Learn more at mangovoice.com

📲 Join the conversation!
Share your favorite KPI or ask a practice management question in the Dental Drill Bits Facebook Group — your question might inspire our next episode!

Membership Plans That Work: What Compliance Really Looks Like

Dental membership plans aren’t new—but compliance around them is becoming more critical than ever. In this episode of Dental Drill Bits, Sandy and Dana are joined by Jane Levy, Co-founder and CEO of Plan Forward, to uncover how in-house dental plans can boost treatment acceptance, increase loyalty, and help practices navigate the complex world of legal compliance.

They discuss real-world misconceptions, why membership plans aren’t just for fee-for-service practices, and how the right tools (and the right vendor) make all the difference. Jane also shares exciting KPIs from real clients and explains how Plan Forward’s intuitive software puts your membership program on autopilot.

If you’ve been manually managing your plan—or wondering if one is worth the trouble—this conversation will change the way you look at in-house dental membership.

In This Episode You’ll Learn How To:

1. Boost Production: Find out how these plans can increase practice revenue by getting patients to say “yes” to treatment and cancel less.
2. Keep Patients Coming Back: Learn the secret to turning patients into loyal members & an integral part of your dental community. 
3. Kiss No-Shows Goodbye: Hear how membership cuts down on those missed appointments, making your day less stressful.
4. Make Life Easier: Get the scoop on Plan Forward’s easy-to-use software that handles payments, renewals, and is compliant with state regulations.
5. Break Free from Insurance: Discover how to ditch PPOs and stand out when only 20–25% of practices are doing this.

Upcoming Event:
Front Desk Pro – Chicago
August 1, 2025
Use promo code SECRETSAUCE (capital S in Secret and Sauce) to save $100 per person
Seats are limited and these events always sell out!

Thank You to Our Sponsors:

Plan Forward
Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

Identity Dental Marketing
Your marketing firm should tell you who’s landing on your website and what they’re doing there. Identity Dental Marketing does that—and more. From website strategy to SEO and patient attraction systems, they help you grow smart and stay visible. Explore at identitydental.com.

Mango Voice
Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

Subscribe & Share:
Love what you’re hearing? Don’t forget to subscribe, leave us a review, and share this episode with a dental friend who’s ready to level up their patient loyalty and revenue with a smarter membership plan.

We’re diving into a topic many practice managers quietly struggle with—what happens when your team feels more like friends than employees? Dana and Sandy tackle a heartfelt listener question: “How do I manage a team I’ve been friends with for years?”

Whether you were promoted from within, or made the mistake of hiring a friend, this episode will help you maintain professionalism without sacrificing connection. You’ll learn how to:

• Lead with warmth while keeping your edge

• Set clear boundaries and expectations

• Avoid favoritism and cliques

• Stay approachable without losing authority

• Create protocols that do the talking for you

👥 Listener shoutout: Thank you, Heather, for bravely sharing your story and inspiring this important conversation.

Key takeaways:

• Consistency over comfort builds trust.

• Keep friend chat and leadership decisions separate.

• Use writing to reduce drama and maintain accountability.

• If you hire a friend, be prepared to lead like a boss—not a buddy.

🔊 Special thanks to our sponsors:
🦷 Plan Forward – Simplify and grow your dental membership plans with ease. Learn more at planforward.io
📣 Identity Dental Marketing – The industry’s go-to for branding, SEO, and growth. Discover how they can elevate your practice at identitydental.com
📞 Mango Voice – Smart, reliable phone systems designed for dental practices. Learn more at mangovoice.com

📲 Join the conversation!
Ask your question or suggest a topic in the Dental Drill Bits Facebook Group — your comment could be featured on a future episode!

Vacation-Proofing Your Team

Episode Description
Taking time off as a dental professional shouldn't leave you stressed out or worried about what's happening back at the office. In this episode of Dental Drill Bits, Sandy and Dana break down how to set your team up for success before you leave—so you can truly unplug.

They cover real-world strategies to vacation-proof your practice, from setting department-specific goals to sending advance memos, and even encouraging team members to take ownership of their responsibilities. Plus, they tackle the big one: why showing trust in your team matters more than you might realize.

If you’ve been nervous about stepping away—or if your last vacation didn’t go as smoothly as you hoped—this episode will give you the tools and mindset shifts you need to set your team (and yourself) up for a win.

In This Episode You’ll Learn:

• Why setting department-specific goals boosts accountability while you're away

• The simple but powerful memo every practice owner or manager should send before leaving

• How inviting your team to list their self-made responsibilities builds ownership

• The critical importance of showing trust (and not policing the clock)

• How strong leadership before vacation leads to stronger team dynamics year-round

• Why handling your time off well is a leadership skill worth mastering

Upcoming Event:
Front Desk Pro – Philadelphia
May 9, 2025
Use promo code SECRETSAUCE (capital S in Secret and Sauce) to save $100 per person
Seats are limited and these events always sell out!

Thank You to Our Sponsors:

Identity Dental Marketing
Your marketing firm should tell you who’s landing on your website and what they’re doing there. Identity Dental Marketing does that—and more. From website strategy to SEO and patient attraction systems, they help you grow smart and stay visible. Explore at identitydental.com.

Plan Forward
Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

Mango Voice
Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

Subscribe & Share:
Love what you’re hearing? Don’t forget to subscribe, leave us a review, and share this episode with a dental friend who deserves a truly relaxing, worry-free vacation.

Gossip at Work: The Hidden Cost of Chatter
Dental Drill Bits with Sandy Pardue and Dana Salisbury
Gossip at Work: The Hidden Cost of Chatter
0:00

Episode Description
Gossip may seem like harmless chatter, but it has the power to erode trust, damage morale, and derail productivity in your dental practice. In this episode, Sandy and Dana tackle the tough topic of workplace gossip—what it sounds like, why it spreads, and how to stop it before it takes a toll on your culture and your team.

From NLRB rules to real-life consulting stories, they share practical ways to address negativity, encourage accountability, and build a team that thrives on trust. Plus, Dana delivers scripted verbal skills you can use right away to shut gossip down respectfully and effectively.

Whether you're a practice owner, manager, or team member, this episode will help you foster a workplace where professionalism wins and gossip has no place.

In This Episode You’ll Learn:

• Why “friendly chatter” sometimes crosses the line into legal risk

• What the National Labor Relations Board says about banning gossip

• How negativity spreads—and how to stop it at the source

• Why some team members resist consulting and how to handle it

• How to create a safe, gossip-free workspace with open doors and clear roles

• The real reason broken appointments and low morale go hand in hand

• Why clearly defined job descriptions reduce friction and confusion

• How to use team agreements and core values to unify your staff

• A leadership lesson from the book The Energy Bus by Jon Gordon

• Verbal skills to shut gossip down with professionalism

• Why patients are paying attention to more than just your dentistry

Bonus Resource:
Want a team-building moment at your next staff meeting? Look up the poem “Nobody’s Friend” and read it aloud. You might be surprised by the conversations it sparks.

Upcoming Event:
Front Desk Pro – Philadelphia
May 9, 2025
Use promo code SECRETSAUCE (capital S in Secret and Sauce) to save $100 per person
Seats are limited and these events always sell out!

Thank You to Our Sponsors:

Plan Forward
Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

Mango Voice
Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

Identity Dental Marketing
Your marketing firm should tell you who’s landing on your website and what they’re doing there. Identity Dental Marketing does that—and more. From website strategy to SEO and patient attraction systems, they help you grow smart and stay visible. Explore at identitydental.com.

Subscribe & Share:
Love what you’re hearing? Don’t forget to subscribe, leave us a review, and share this episode with a dental friend who’s ready to build a drama-free, high-performing team.

When the economy starts to shake, most dental practices start to shrink. But Sandy says now is the time to lean in and level up—and she’s sharing exactly how to do it.

In this episode, Dana and Sandy break down what it takes to recession-proof your practice before anything happens. From tightening your finances to training your team, maximizing re-care systems to building patient loyalty, this episode is your no-fluff guide to keeping treatment plans up—even when wallets are down.

Whether you’re nervous about the future or just want to boost production now, this conversation will help you lead with confidence, stay consistent, and find opportunity where others see obstacles.

In This Episode You’ll Learn:

• Why mindset matters more than market trends

• The first two things to do when the economy dips

• How to avoid becoming your own worst enemy in front of the team

• The real cost of third-party re-care systems that leave you in the dark

• A simple report to pull that could reactivate hundreds of patients

• Why untrained phone calls = missed treatment acceptance

• How to double down on marketing without wasting dollars

• Why patients need more than just a reminder—they need to feel missed

• How membership plans keep the back door closed and loyalty high

• The forgotten art of verbal skills and how they change everything

📅 Upcoming Event:
🗓️ Front Desk Pro – Philadelphia
📍 May 9, 2025
🎟️ Use promo code SECRETSAUCE (capital S in Secret and Sauce) to save $100 per person
🚨 Seats are limited and these events always sell out!

🙏 Thank You to Our Sponsors:

➡️ Plan Forward
Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

➡️ Mango Voice
Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

➡️ Identity Dental Marketing
Your marketing firm should tell you who’s landing on your website and what they’re doing there. Identity Dental Marketing does that—and more. From website strategy to SEO and patient attraction systems, they help you grow smart and stay visible. Explore at identitydental.com.

📌 Subscribe & Share:
Love what you’re hearing? Don’t forget to subscribe, leave us a review, and share this episode with a dental friend who could use a boost in strategy—and mindset. Let’s recession-proof your practice together.

Episode Summary:
This week, Sandy is fresh off an energizing Front Desk Pro seminar in Burbank, California—and she’s bringing the heat! Dana and Sandy dive deep into a topic that every dental practice owner and manager needs to master: employee one-on-ones. From handling raise requests to increasing team engagement and reducing turnover, this episode is packed with real-world strategies and scripted verbal skills you can use right away.

Sandy shares how acknowledgment and structure transform the culture of a practice, while Dana brings in heartfelt reminders of how leadership impacts lives beyond the workplace. Whether you’re avoiding tough conversations or want to build a better team dynamic, this episode will give you the confidence (and language) to lead.

In This Episode You’ll Learn:

• Why repeat attendees at Front Desk Pro are proof that the system works

• What to say when a raise just isn’t feasible right now

• The verbal skill every manager needs when a team member feels unappreciated

• How to handle “she’s doing my job” type complaints without fueling gossip

• The surprising way asking employees to “write it up” filters noise from facts

• How to build review systems that actually get followed through

• Why one-on-ones aren't about raises—they’re about retention, growth, and clarity

• A reflective exercise that helps you lead with legacy in mind 

📅 Upcoming Event:
🗓️ Front Desk Pro – Philadelphia
📍 May 9, 2025
🎟️ Use promo code SECRETSAUCE (capital S in Secret and Sauce) to save $100 per person
🚨 These sell out—don’t wait!

🙏 Thank You to Our Sponsors:

➡️ Plan Forward
Plan Forward makes membership plans easy. Their revolutionary platform helps you grow your dental practice, improve patient loyalty, and create predictable recurring revenue. Learn more at planforward.io.

➡️ Mango Voice
Mango Voice is a cloud-based phone system built for dental offices. It’s packed with smart features that help your front desk perform at its best—from call recording and routing to texting and integrations. See it in action at mangovoice.com.

📌 Subscribe & Share:
Love what you’re hearing? Don’t forget to subscribe, leave us a review, and share this episode with a colleague who needs to stop avoiding those tough conversations.

Want to retain great employees and build a team that runs like a dream? It all starts with one-on-one conversations that count. In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury share how regular one-on-one meetings can transform your culture, boost accountability, and keep your team growing in the right direction.

They break down the timing, tools, and tone of a successful one-on-one—plus how to turn them into growth opportunities, not gripe sessions. If you want more engagement and less drama in your dental office, start here.

What You’ll Learn:

• How to set up meaningful one-on-ones with your team

• Why these meetings are more powerful than traditional reviews

• How to use self-evaluation tools to start real conversations

• What to document and track before each meeting

• How one-on-ones can reduce turnover and improve morale

• The role of emotional deposits and team development in retention

Real Results in Action:

Sandy and Dana discuss what happens when one-on-ones are done right—from better communication to uncovering training gaps before they become performance issues. Learn why most team breakdowns stem from a lack of connection, not capability.

🎟 SPECIAL OFFER:

Want to boost your front desk skills? Don’t miss Front Desk Pro!
📍 Philadelphia, PA – May 9, 2025

Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

📢 Sponsored by:

✅ Plan Forward – The dental membership plan partner that helps your office thrive.
💡 Exclusive Offer: Mention Dental Drill Bits for one month free! https://www.planforward.io/

✅ Mango Voice – The VoIP phone system designed for dental offices, helping teams provide a seamless patient experience. Visit MangoVoice.ai and use code DentalDrillBits for 1 Month FREE!

💡 Take Action Today:

📌 Sandy’s Challenge: Build stronger teams—one conversation at a time!
➡️ Schedule regular one-on-ones with each team member
➡️ Use self-evaluation forms to spark honest feedback
➡️ Track progress, goals, and follow-ups after every meeting
➡️ Train your managers on how to lead growth-focused one-on-ones

👍 Subscribe & Leave a Review:

Enjoyed this episode? Subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you even more game-changing strategies to grow your practice.

📢 Episode Title: "Ring, Ring! Mastering the First Impression – Live Call Analysis"

🎙 Episode Description

What happens when a potential patient calls your dental office? That first impression can make or break their decision to schedule an appointment. In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury analyze a real call from a dental practice, breaking down what worked, what didn’t, and how small tweaks can dramatically improve conversion rates. Listen in as they share pro tips on phone etiquette, tone, and the must-have scripts that turn callers into lifelong patients.

✅ What You’ll Learn:

🔹 The #1 mistake team members make when answering the phone—and how to fix it ☎️
🔹 How to confidently promote your doctor and practice without feeling "salesy" 🎤
🔹 The importance of a warm, engaging tone—and how to achieve it 🎶
🔹 How to avoid costly missed opportunities that waste your marketing dollars 💰
🔹 The four essential steps to a winning phone call: Greeting, Discovery, Invitation, and Close 🎯
🔹 Why front desk training is the best investment you can make for your practice 🚀

📣 Real Results in Action:

One team member went from hesitant and unsure to a rockstar receptionist just by making one small adjustment to her approach. Tune in to hear how role-playing and scripting turned her into a confident, patient-converting machine!

🎟 SPECIAL OFFER:

Want to take your front desk skills to the next level? Don’t miss Front Desk Pro!
📍 Philadelphia, PA – May 9, 2025
Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

📢 Sponsored by:

✅ Plan Forward – The dental membership plan partner that helps your office thrive. Exclusive for Dental Drill Bits listeners: Get 1 month free! Learn more at PlanForward.io

✅ Mango Voice – The VoIP phone system designed for dental offices, helping teams provide a seamless patient experience. Visit MangoVoice.ai and use code DentalDrillBits for 1 Month FREE!

💡 Take Action Today:

➡️ Listen to one of your practice’s recorded calls—what areas could improve? 🎧
➡️ Implement Sandy’s Cheerleader Method to confidently promote your doctor 💪
➡️ Role-play common patient objections with your team this week 🗣️

👍 Subscribe & Leave a Review:
Enjoyed this episode? Subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you even more game-changing strategies.

📩 Got a topic you’d love for us to cover? Join the Dental Drill Bits community and let us know what’s on your mind!

Episode Description

Unexpected call-outs can throw your dental practice into chaos—but they don’t have to! In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury break down how to create an attendance culture that keeps your team accountable without being rigid. They’ll share real-world strategies for managing sick calls, setting clear attendance policies, and keeping your team engaged.

What You’ll Learn:

✅ How to prevent a culture of absenteeism from spreading in your practice 🚫
✅ The importance of direct communication about attendance expectations 🗣️
✅ Why texting in sick is a problem—and how to fix it 📵
✅ A reward system that actually works to improve attendance 🎯
✅ How to balance compassion with accountability when employees need time off ⚖️
✅ The must-have policies every practice needs for handling sick days ✍️

Real Results in Action:

Sandy shares how one dental office cut unexpected call-outs dramatically using a simple "Ping Pong Game" reward system—and how you can implement it in your own practice!

🎟 SPECIAL OFFER:
Want to master front desk efficiency? Don’t miss Front Desk Pro!
📍 Philadelphia, PA – May 9, 2025

Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

📢 Sponsored by:
✅ Plan Forward – The dental membership plan partner that helps your office thrive. 

💡 Take Action Today:

Don’t let last-minute sick calls disrupt your practice! Take Sandy’s Challenge:
➡️ Review your attendance policies—are they clear and effective?
➡️ Establish a protocol for how employees must call in sick 📞
➡️ Consider an attendance reward system to boost reliability 🎟️

👍 Subscribe & Leave a Review:
Enjoyed this episode? Subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you even more game-changing strategies.

Hiring is one thing—but the interview process is where you make or break your chances of getting the right person. In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury share expert strategies to help you conduct interviews with confidence, ask the right questions, and avoid costly hiring mistakes.

What you’ll learn:
✅ The difference between situational vs. behavioral interview questions—and why both matter 🎯
✅ Why working interviews are a legal and financial risk you shouldn’t take 🚫
✅ The must-ask questions that reveal a candidate’s true communication skills and work ethic 💬
✅ How to use group interviews to quickly identify top candidates 👥
✅ The secret to assessing body language, energy, and attitude in an interview 🔍
✅ A step-by-step process to make better hiring decisions faster ⏳

Real Results in Action:
Sandy shares how a simple group interview strategy helped find top hires in just one session—and how you can use it to streamline your own process!

🎟 SPECIAL OFFER:

Want to master front desk efficiency? Don’t miss Front Desk Pro!
📍 Burbank, CA – March 28, 2025
📍 Philadelphia, PA – May 9, 2025

Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

📢 Sponsored by:

✅ Plan Forward – The dental membership plan partner that helps your office thrive. Mention Dental Drill Bits for an exclusive offer! Learn more here.

💡 Take Action Today:

Don’t let a bad interview process lead to a bad hire! Take Sandy’s Challenge:
➡️ Review your interview questions—are they revealing enough about candidates?
➡️ Consider a group interview to quickly assess multiple applicants
➡️ Implement situational & behavioral questions to uncover real insights

👍 Subscribe & Leave a Review:

Enjoyed this episode? Subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you even more game-changing strategies.

Front Desk Chaos to Clarity

Episode Description:

In this episode of The Dental Drill Bits Podcast, Sandy and Dana tackle one of the biggest front desk challenges in dental practices—how to maintain consistency and organization when multiple team members rotate through the same position. 🔄

One doctor from the Dental Drill Bits Facebook group asked: How do I streamline communication and documentation when different front desk employees work on different days? Sandy and Dana break it all down, sharing real-world strategies to bring clarity and structure to the front office.

They discuss the importance of detailed checklists, clear procedures, and training that eliminates confusion, ensures predictability, and keeps both doctors and teams stress-free. Plus, they dive into the hidden risks of poor communication—and how to fix them fast.

Key Takeaways:

✔️ Why inconsistency in front desk processes causes frustration for both doctors and employees 😫
✔️ How standard operating procedures (SOPs) create predictable and stress-free workflows 📋
✔️ The must-have checklists that keep your front office running smoothly every day ✅
✔️ How to prevent micromanagement while still ensuring accountability 🔄
✔️ Why role clarity reduces conflict and improves team morale 🙌
✔️ A step-by-step action plan to start organizing your front office today 🏁

Sandy also shares how Front Desk Pro attendees are already using these strategies to create smoother, more productive front desks!

🎟 SPECIAL OFFER:

Want to master front desk efficiency? Don’t miss Front Desk Pro!
📍 Burbank, CA – March 28, 2025
📍 Philadelphia, PA – May 9, 2025

Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

Sponsors:

✅ Plan Forward – The dental membership plan partner that helps your office thrive. Mention Dental Drill Bits for an exclusive offer! Learn more here.

Take Action Today:

Don’t let front desk chaos slow you down! Take Sandy’s challenge:
➡️ Sit down with your front office team and list everything that needs to happen daily
➡️ Create a simple checklist to ensure consistency
➡️ Store your SOPs in a digital folder or binder for easy training and accountability

Subscribe & Leave a Review:

Enjoyed this episode? Don't forget to subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you even more game-changing strategies.

Episode Title: Do You Really Need an Office Manager?

Episode Description:

In this episode of The Dental Drill Bits Podcast, Sandy and Dana tackle one of the most common dilemmas for dental practice owners—Do you really need an office manager? 🤔

Hiring an office manager can seem like the perfect solution to reducing stress and improving operations, but without a clear role definition, it can create more challenges than solutions. In this episode, they break down when an office manager is truly needed, what skills are essential for success, and whether team leaders might be a better alternative.

They also discuss how to structure leadership within a practice to maximize efficiency, build team culture, and create accountability.

Key Takeaways:

✔ Should your practice have an office manager, or is there a better solution? 🤷‍♂️
✔ The most common mistakes practice owners make when appointing an office manager 🚨
✔ What to look for in an ideal candidate (hint: it's not just about tenure) 🎯
✔ The power of team leaders and how they can provide structure without creating bottlenecks 🔄
✔ Why communication is critical and how to prevent role confusion 🗣️
✔ How to train and empower leadership within your team for long-term success 🚀

They also highlight upcoming training opportunities that can help practice owners and office managers strengthen their leadership skills and build a thriving, efficient team.

Listen Now:

🎧 Tune in to the full episode here: [Insert Podcast Link]

🎟 SPECIAL OFFER:

Thinking about leveling up your front office leadership? Don’t miss Front Desk Pro!
📍 Burbank, CA – March 28, 2025
📍 Philadelphia, PA – May 9, 2025

Use promo code "Secret Sauce" for $100 off your registration!
👉 Register now at ClassicPractice.com

Sponsors:

✅ Plan Forward – The dental membership plan partner that helps your office thrive. Mention Dental Drill Bits for an exclusive offer! Learn more here.

Take Action Today:

Start evaluating your leadership structure! Do you need an office manager, or would team leaders be a better fit? Outline clear roles, set accountability measures, and ensure every leader knows their purpose.

Subscribe & Leave a Review:

Enjoyed this episode? Don't forget to subscribe to Dental Drill Bits and leave a review! Your feedback helps us bring you more valuable content.

Episode Title: Mastering Onboarding for a Thriving Dental Practice

Episode Description:

In this episode of The Dental Drill Bits Podcast, Sandy and Dana dive into the make-or-break process of onboarding new team members in a dental practice. A strong onboarding system not only prevents turnover but also sets the stage for a thriving team culture and long-term success. 🚀

They share real-world experiences, practical strategies, and actionable steps to ensure new hires feel welcomed, supported, and set up for success from day one.

Key Takeaways:
✔ The biggest onboarding mistakes that lead to early resignations 🚨
✔ How to create a structured onboarding journey that boosts retention 🎯
✔ Why assigning a buddy system makes integration seamless 👫
✔ The power of checklists, SOPs, and training milestones 📋
✔ How to gather feedback to continuously improve your onboarding process 🔄
✔ What “turnover trauma” is and how to prevent it from costing your practice thousands 💸

They also discuss Sandy’s upcoming Front Desk Pro seminar, where dental teams can get hands-on training to improve efficiency, communication, and patient experience.

Listen Now:

🎧 Tune in to the full episode here: [Insert Podcast Link]

🎟 SPECIAL OFFER:
Sign up for Front Desk Pro and use promo code "Secret Sauce" for $100 off!
👉 Register at ClassicPractice.com

Sponsors:

Don’t just look ahead. Plan Forward. Discover the dental membership plan partner that empowers your entire office. Created by a team in your shoes. Find out more here, and be sure to mention Dental Drill Bits for a special offer! https://www.planforward.io/

Take Action Today:
Start tracking your open time and production goals now! Print out your schedules, analyze past weeks, and involve your team in finding solutions. Remember, every day is an opportunity to optimize your schedule and serve your patients better.

Subscribe & Leave a Review:
Enjoyed this episode? Don’t forget to subscribe to Dental Drill Bits and leave a review. Your feedback helps us continue to deliver valuable content!

Episode Title: Wasted Time, Open Time, and Maximizing Your Schedule

Episode Description:
Welcome to another exciting episode of Dental Drill Bits! This week, Sandy Pardue is joined by a very special guest—Dana Pardue Salisbury, the original co-host and HR business professional. Together, they kick off the new season with a deep dive into one of the most critical topics for dental practices: managing open time in your schedule.

Discover actionable tips to identify, track, and eliminate wasted time in your practice. Whether you're dealing with broken appointments, patient no-shows, or underutilized slots, this episode equips you with practical strategies to improve productivity, enhance patient care, and boost your bottom line.

Plus, hear Dana’s unique perspective on the patient experience and why over-communicating about appointment changes can backfire. Stay tuned until the end for a game-changing resource that could revolutionize how you handle in-house membership plans!

What You’ll Learn in This Episode:

• Dana Salisbury's journey back to Dental Drill Bits and her insights on training and development for dental practices.
• The real cost of open time and why tracking it is crucial.
• How to calculate daily, hourly, and per-unit production goals.
• Strategies to reduce cancellations, no-shows, and last-minute reschedules.
• The importance of maintaining a reliable call list and leveraging patient interactions.
• Patient perspective: Why excessive appointment changes can harm patient satisfaction.
• The role of team meetings in addressing missed opportunities.
• An introduction to Plan Forward—a custom dental membership platform offering tools for automated billing, patient communication, and more.

Sponsors:

Don’t just look ahead. Plan Forward. Discover the dental membership plan partner that empowers your entire office. Created by a team in your shoes. Find out more here, and be sure to mention Dental Drill Bits for a special offer! https://www.planforward.io/

Take Action Today:
Start tracking your open time and production goals now! Print out your schedules, analyze past weeks, and involve your team in finding solutions. Remember, every day is an opportunity to optimize your schedule and serve your patients better.

Subscribe & Leave a Review:
Enjoyed this episode? Don’t forget to subscribe to Dental Drill Bits and leave a review. Your feedback helps us continue to deliver valuable content!

This is a question Sandy Pardue gets quite often in her events, so we decided to cover it here!

Here are a couple things you want to do:

You need a time clock software. (Sandy recommends a software)

Don’t give everyone access to change their time clock.

Create a policy, and be super specific in this policy. (Sandy gives us great examples).

What to say if someone still violates the policy? (Sandy provides us with what to do, a script, and how many times should we allow it).

How to present the overtime policy at a team meeting.