Being Empowered by the Numbers with Weston Lunsford, CEO of Dental Intel

Quotes & Notes:Being Empowered by the Numbers with Weston Lunsford - RD Podcast

  • I am a big believer that if something shows up on your financial statement, you are too late to change it, right? It’s already there, you can’t do anything about it.
  • Everyone measures the productions, the collections, and the new patient. And it’s great because we want to know where they are at. But I just simply ask the question afterward, (…)if you didn’t hit your mark this week, why? Why didn’t you hit it?
  • It’s is it, we are coming into the practice and we are really hoping that everything falls into place so that we hit our goals. But we don’t really understand what the leading indicators are, or the leading actions to really hit those goals.
  • There is a formula that equals production, and this is it:

We take our appointment, we multiply our appointments by our average production per visit and that equals production.

  • The first and foremost is making sure that we are being effective and efficient with the patients that are coming in our chairs.
  • How do you know if you have a healthy data culture? Is the team celebrates together around successes but when there’s not successes the team is also collaborating happily together to identify possible solutions.
  • If we want a healthy data-driven culture, that it is a culture where everyone is working together for the success of patient care and the success of the practice, both those things will be met. And that can be possible with good timely accurate data.
  • So we have a rule, here is a good rule (…) Before giving any kind of feedback we believe that there should be three celebrations, even if you have to search hard for those celebrations. Three celebrations and then we don’t even call it feedback, it’s one helpful observation. It’s not saying what they are doing wrong. It’s a helpful observation, but you have to celebrate first.

What I want to focus on is instead of new patients, focus on your patient growth.

  • And David, we spend so much money on trying to attract new patients, but we put little effort on keeping our patients in the chair.

Dental Intel’s website: Click on “GET STARTED” and type in “Relentless Dentist Podcast” for a schedule to review your practice data for free.

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Laura Hatch: Front Office Rocks

Quotes & Notes:Laura Hatch: Front Office Rocks - Relentless Dentist Podcast

  • So I really got thrown in dental with no experience, I mean I didn’t know teeth had numbers, had surfaced, so much like many other people, we just got thrown into this position.

I’m an office manager at heart, and I wanted to build something that I could help other offices and their team.

  • For me being married to a dentist, I know that my husband got no business training in dental school. And then when I went to start working in dental, there were no resources for me, so my focus is the team, my focus is the staff, to be able to have a resource to go to.
  • You don’t have to know dental to work at a front office, you know you have to have great customer service, and you have to be a team player, and you have to work hard and smile, that’s the kind of stuff we can’t teach employees.

I wanted to develop a program that was consistent with new employees.

  • It’s a great way to just bring in enhancement to the employee; I have a lot of offices that use it as team training.

If the patients aren’t happy, and we’re not answering the phones well, and we’re not reappointing the patients, the practice isn’t going to grow.

  • I think the biggest thing for me is attitude, is drive, we have to remember that even though we are health care professionals, we’re in a customer service environment.
  • You should invest in your team, you know employees worry about their salary, but that’s not what motivates them most, it’s do you invest in them.

If you would like to learn more, be sure to check out or their YouTube page/Facebook page for snippets of their videos.

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Sandy Pardue: Increasing Your Case Acceptance ( Part 2)

Quotes & Notes:Sandy Pardue: Increasing Your Case Acceptance (	Part 2) - RD Podcast

  • One thing that the listeners need to know is that there’s a huge difference between a treatment plan and a financial arrangement.
  • Your staff needs to be equipped with responses, and they need to practice them, it needs to roll off their tongues.
  • You always discuss the financial options before you schedule.

You have to care about the people first, number one, they can feel that. The most effective presenters believe the patient deserves the best treatment.

  • The staff needs to be prepared to continue the communication with the patient. They need knowledge, confidence, and they need to know how important it is.

We do want to have good relationships with our patients, we need that, we are in the people business. You want to spend 75% of the time talking about dentistry and 25% of the time talking about all of those fun things.

  • You have to make sure you have the objections handled for if you don’t they are going to make an appointment and then leave and cancel it, or they are not going to make the appointment at the checkout.
  • Consistency equals predictability.
  • Every single attempt (to follow up with an incomplete treatment patient) must be documented.

If you would like to learn more from Sandy Pardue you should go check out Classic Practice Resources at

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Sandy Pardue: Increasing Your Case Acceptance (Part 1)

Quotes & Notes:Sandy Pardue: Increasing Your Case Acceptance (  Part 1) - RD Podcast

  • Well first off, it’s (case acceptance) is averaging about 35 percent and that’s really low. A lot of times what we see is that practices are not telling patients what they need, or they’re going to the opposite and going too far into what the ideal treatment plan is.
  • That’s one thing that we really stress to dentists, as well as team members, is you have to tell the patient what they need and what will happen if they don’t get it.

Get out there, utilize the tools like Facebook, you’ve got 1 billion people of Facebook, I mean what a great way to promote your practice and what you can do for your patients.

  • Your most skilled person should be the face of your practice to the person on the phone or the person walking in the door.
  • Back when I worked in a practice at the front desk I used to record all of my calls for that was the best practice.
  • You want to make sure your office is clean, and here is what I want you to do; go sit in your own reception room and look around… You want people to be comfortable.
  • I don’t think you should go so far into that new patient call that they get uncomfortable, but you need enough information.
  • You have to find out what is real for the patient, why do they come there? Maybe it is one little tooth that is bothering them. Listen to what motivated them to get there.
  • The top three patient objections are always going to be un-aware need. They don’t understand that their condition will get worse, it will cost more, and it will not go away. Another objection they will have is fear, and they will not tell you they are afraid. And then the other is a financial problem.
  • After you have presented this you want to ask them this one last question; “Have I answered all of your questions?

If you would like to learn more from Sandy Pardue then you can stay tuned for next week’s episode when we will get into the next five.

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Be an Excellent Employer with CEDR’s Paul Edwards

Quotes & Notes:Be an Excellent Employer with CEDR's Paul Edwards - RD Podcast

  • What we do in essence is to provide a platform for a dental office to work with their team. There is this HR component that I don’t think a lot of doctors realize when coming out of school that they are going to have to fulfill.

There are a lot of different ways that you can approach different problems instead of striking fear in other people.

  • You went to school to be a doctor, and your manager did not go to school to be an attorney and no one in your office is really qualified to write a HR manual.

You are going to be an employer about half of your time and you get to be a dentist in between being an employer. And being an entrepreneur, an employer, is hard.

  • Be relentless in your desire to have good people working for you and don’t let the bad people drag you down.
  • The better you get at hiring, the better you have to get at firing. There has to be firing.
  • In the behavioral interview, what you are looking for, is what they did in the past tells you what they are going to do in the future.
  • All the dentist think the only way to make them happy is to give them money, but there are other ways to make people happy, it doesn’t mean you don’t have to pay them more, but it matters when you help someone find the things that they are supposed to be doing. They will come in for less pay.
  • When solving an issue talk to the person one on one. Giving them a target, giving them something that’s tangible that they can work towards.
  • Paul Edwards would suggest everyone read Multipliers by Liz Wiseman, Drive by Daniel Pink, and Beyond Entrepreneurship by James Collins.

If you would like to learn more from Paul Edwards feel free to email him at [email protected] or even call CEDR HR Solutions with (602) 476-1418.

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The key to Increasing Production with Deanna L. Robinson

Quotes & Notes:The key to Increasing Production with Deanna L. Robinson - RD Podcast

  • If we increase one area of our life, the other areas like relationships and our enjoyment of life, health, they all are interconnected. We start out by increasing productivity, but it affects all areas.
  • Primarily how gratitude works is let’s say we’ve got $10,000 in the bank and we say, “Gosh I just have that $ 10,000 dollar. That’s all I’ve got.” You feel even just the energy in those thoughts and those words. Or, I can refer to it as “Oh, I’m so grateful. I’ve got $10,000 dollars in the bank.” The more we express it… the more that we see opportunity.
  • All of a sudden she feels better about herself (because you showed her gratitude) and she looks for ways to improve her skills.

Every night before you get into bed, pause and think about every moment you are grateful for.  All night long you brain is going through all the things you are grateful for and it increases more of what you are grateful for.

  • If you want to be happy, you have to actually decide to be happy.
  • That’s probably why dentists have such a high suicide rate because they keep thinking oh it’s the next thing that’s going to make me happy. So let’s decide to be grateful and happy right now.
  • The two things I suggest everyone do is practice gratitude, make it a gratitude practice. And then the other thing I found that can hold someone back in productivity is when a dentist is holding a grudge.
  • I always say when you hold a grudge against someone it is like drinking a tiny bit of arsenic every day and hoping that another person is going to die.
  • “I am always doing that which I cannot do, in order that I may learn how to do it.”~Pablo Picasso.

If you would like to learn more from Dianna Robinson you can go to her website

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