by [email protected] | Jan 19, 2022 | Prescriptions for your Practice
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According to the 2018 Gladly customer service expectation survey, 68% of customers are willing to pay more if a company offers them excellent service.
How well do you know your customers? What do they love? What gets them excited? What are the things that they most value? These small details account for an exceptional experience that when patients leave your practice, they can’t help but talk about you.
In this episode, I will talk about how you can up the ante in providing remarkable experiences for your patients and the importance of transitioning your team from a sales culture to a marketing culture. Lastly, I’ll share a Ritz Carlton ritual that you can immediately implement in your practice and within the culture. I hope this podcast will help you see that doubling down and creating a remarkable experience for your patients is mission-critical in 2022.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “In that high volume posture, the possibility is to start to escape the downward pressures on your fees and increase your profits by creating a marketing culture and remarkable patient experience.”
- “The bottom line is that a large percentage of practice success stems from how a patient is made to feel, not just how happy they are with your clinical care or the dental outcomes.”
- “In today’s experience economy, patients not only want value but expect exceptional service.”
- “You need to know yourself as the owner, as a leader. You need to know the team. The team needs to know why they exist, where they’re headed and what they stand for.”
- “If you were gonna play a sustainable game, you have to be a little bit selfish and say, this is the type of patient I like to serve. And this is the type of dentistry that I like to do.”
- “Sometimes an experienced dental professional is more task-oriented than relationship-oriented.”
Featured on the Show:
by [email protected] | Jan 12, 2022 | Prescriptions for your Practice
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What do you think is one of the essential ingredients in a healthy and high-performing team?
According to research, 90% of people are daydreaming and visioning about the future when forced to do nothing. And a separate study shows that there’s a key element that makes 14% of people more productive across different industries. Listen in to discover this critical productivity booster.
In this episode, I’ll talk about enhancing your culture. If you want to understand what will make you and your employees 14% more productive, if you want to provide the four things that every follower needs from their leader, if you want to utilize three levels of thinking to improve team engagement and unity, and if you want to find out this new cornerstone to effective leadership, then this podcast is for you.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “Attracting and retaining a high-performance team is getting harder and harder, but within every problem is a possibility.”
- “By understanding and embracing the key ingredients of a happy workplace and a productive culture, your practice can become that talent magnet and beat the local competition.”
- “One thing I don’t like about S.M.A.R.T. goals is that they’re reasonable. If there’s not a little bit of intimidation, then the goals don’t wake up the genius on your team.”
- “Followers need four things from their leaders. One is stability. Two is trust. Three is compassion, and four is hope.”
- “We’re mentally agile. We’re emotionally agile. We’re organizationally agile to make sure that we’re always doing whatever it takes to make sure that the future of the organization, the future of the team, the future of the owner, the future of the patient experience is better than it is right now.”
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by [email protected] | Jan 5, 2022 | Prescriptions for your Practice
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“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle
It’s a brand new year, and we’re always in the habit of listing down things that we want to improve for the entire year, whether for ourselves or our practice. Before you sign off this year’s resolution, I’d like to ask you to park your pen for a while and ponder on this: Instead of focusing on what to improve, why not look into the things you need to remove? What hindered your growth in 2021 that you don’t want to carry over in 2022?
Let me share a mantra for you this year: “Weeds before Seeds.” Clear your space with weeds so you can grow more seeds.
In this first episode for the new year, I’ll discuss elevating your confidence and the origins of your excellence. So if you want to level up your dental practice this year, understand the meaning of arete, know why you need to focus on the weeds before the seeds so that you can stop being overreliant on that willpower of yours, then stay tuned.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “The problem is that dentists are overly reliant on willpower, and willpower is important. But the problem with willpower is that it’s finite.”
- “Arete is an essence in everything you do and the striving toward your potential or purpose.”
- “Habits, or what we repeatedly do, is the engine of success or, if poorly executed, is the engine of failure and despair.”
- “If you want to go further, faster in 2022, you should start looking at your weeds.”
- “Some of those habits are just your way of thinking, beliefs, stories that have been planted as seeds, but they’re really weeds.”
- “You have to be able to control your mind because if you let your mind control you, usually good things don’t happen.”
- “Make sure that you’re growing and evolving so that everything that you touch turns into gold.”
Featured on the Show:
by [email protected] | Dec 29, 2021 | Prescriptions for your Practice
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It’s the last week of 2021, and boy, what a year it has been. Before I delve into our topic, I would like to thank you for being with me this year, and I hope you’ll keep me company in the years to come.
What’s 2022 look like to you? How will it significantly differ from your 2021 or even the previous years? Have you envisioned a radical transformation for your dental practice, or you’ll default to old habits, old belief systems, old strategies, and old routines? How about you as an individual? Have you started stacking up new skill sets to help you execute the visual you’ve set for yourself and your practice?
In this episode, I will talk about the most essential survival skill of 2022. I’ll also share the four fundamental shifts to help your transform and adapt to a fluid identity. Finally, I’ll reveal my favorite transformation story of all time. So please sit back, relax, and spend the turn of the year listening to my podcast. Take charge and lead the way to a courageous and transformative 2022.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “The problem, as I see it, is that many business owners and dentistry and healthcare, and other industries are experts in an earlier version of the world.“
- “A transformation isn’t a shift in what you do. It’s a shift in who you are, so you can extend who you are as a business owner and leader.”
- “We’re designed to remain the same –homeostasis. We’re designed to stay the same. And when we change identity, part of us dies.”
- “If we want a more radical shift, a transformation, you as a leader will have to change the way that you think about your business and leadership.”
Featured on the Show:
by [email protected] | Dec 22, 2021 | Prescriptions for your Practice
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“Our deepest fear is that we are powerful beyond measure. It is our light, not our darkness, that most frighten us.” — Marianne Williamson
Have you ever experienced something that you thought was bad but turned out to be for your own good? Or have you ever stepped in and made a bad situation better? Either way, you can feel that great power is at play in every situation.
You can be powerful and use that power as leverage to multiply your gains in your practice. As the famous line goes — “with great power comes great responsibility.” Just make sure that you use your power in influencing others to discover their potential.
In this episode, I will discuss how to enjoy more cash flow and the six greatest sources of power in your practice. So if you want to embrace the real leverage points in your business, acknowledge the untapped potential in your practice, and turn more of your ownership and obstacles into opportunities so that you can really take charge of that income, then stay tuned.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “When you’re constantly seeing power put in a negative context, it naturally becomes something that many of us disowned because we start to see it as power is bad.”
- “Most of our educational pathways teach us to blend in — not to be creative, not to be powerful, not to color outside the lines.”
- “Power is something that we need to embrace in practice because it’s just making sure that we’re more efficient and more effective in delivering the goods, the services, the experiences, that we want for our patients.”
- “We’re in a high transaction environment, but if you’re willing to play the long game and intentionally build a reputation, this can be a huge source of power because few are willing to pour into this.”
- “Clarity can bring certainty, and certainty will bring confidence for you and your team and your practice and your patients, and that all leads to cash flow.”
- “A lot of times we’re adding, we’re buying things. When in reality, the next biggest leap in our practice is literally hidden in plain sight.”
Featured on the Show:
- I appreciate your feedback. Let me know what you learned and loved here: [email protected].
by [email protected] | Dec 15, 2021 | Prescriptions for your Practice
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“We live for turning new guests into old friends,” says the slogan on display in one of my favorite restaurants when I was still practicing in the north of Carolina — one that had a beneficial impact on the way I’m connecting with my staff and patients. It has been even more valuable up to this day in my coaching career.
As we wind down 2021 and tee up for an epic 2022, let’s pause and draft down some action items on how to make your team more confident to ensure a recognizable and upgraded experience for your patients. While you’re at it, think of yourself as Richard Branson, the CEO of the Virgin Group, and ask, “what would a billionaire like me do with my practice?”.
In this episode, I will be talking about patient-driven leadership and the six ways to fight the ‘great commoditization.’ If you want to win big in 2022, have no worries about competition, insurance companies, and downward pressure on your income, then sit tight and hang with me here for a little bit.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “We have to recognize that there will always be a customer. There will always be consumers who refuse to be seen by the lowest bidder.“
- “The solution to commoditization is differentiation and decentralization.”
- “You’re hiring people to serve patients. They start to understand that you are not their boss. The patient is their boss. The patient is the one writing the paychecks, and you, as the owner, will align them towards that well-defined mission and give them all the tools and training they need to be extraordinarily successful.”
- “We need a practice that is growing. And if we have a practice that is growing, it’s going to be a byproduct of team members and their mindset and skills.”
- “Enhance the culture so that you can enthuse more clients.”
- “You should constantly be turning your frustrations into innovations.”
Featured on the Show:
- Book: Dentist On A Mission by Dr. David Maloley
- People: Richard Branson
- Quote: To achieve consistently terrific customer service, you must hire wonderful people who believe in your company’s goals, habitually do better than the norm, and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated—surely the highest standard. — Richard Branson
- I appreciate your feedback. Let me know what you learned and loved here: [email protected].
by [email protected] | Dec 8, 2021 | Legendary Leadership, Prescriptions for your Practice
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A leader is a dealer in hope. — Napoleon Bonaparte
What type of leader are you? Do you inspire your staff, or do you always throw your weight around? Is your leadership style leans toward passiveness, aggressiveness, or assertiveness? Do you treat your team with respect to demand the same?
In this episode, I’ll talk about assertive communication and how not being assertive at work results in overstepping boundaries, lots of frustration, misunderstanding, and hurt feelings. I will also share the seven keys to becoming more assertive in your practice. If you want to elevate your leadership game a notch, then this podcast is for you.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “Assertiveness is communicating and expressing your thoughts, feelings, and opinions in a way that your views can be clearly understood by others without putting down their thoughts, their feelings, and their opinions.”
- “If we tend to be a little bit more passive, assertiveness feels like aggression until it becomes a habit.“
- “The cool thing about assertive communication is that it has the power to magnify all your other leadership strengths.”
- “The reality of our communication as leaders, as practice owners, is that they’re always two messages being conveyed simultaneously. One is the content of the communication, and the other piece is the manner in which it’s conveyed.”
Featured on the Show:
- Quote: “The single biggest problem in communication is the illusion that it has taken place.” — George Bernard Shaw
- I appreciate your feedback. Let me know what you learned and loved here: [email protected].
by [email protected] | Dec 1, 2021 | Prescriptions for your Practice
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The human individual thus lives usually far within his limits; he possesses powers of various sorts which he habitually fails to use. — William James
Did you do your best? At a glance, it’s a simple question that seems answerable by a “yes” or a “no.” Yet, if you ponder deeply, and once the complexities come into play, it can either boost your confidence or highlight your insecurities resulting in purposeless action and inferior habits.
In this episode, I’ll talk about why you need to break the habit of inferiority and recognize and integrate your wins so that you can compound your successes to generate your best year yet In 2022. If you want to know the questions you should ask yourself every night, just stay tuned.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “The problem is that many of us as practice owners want to have high achievement. Well, we haven’t effectively built a skill stack and a habit stack that drives that level of performance.”
- “I believe at the core of everything we do and practice ownership, whether it be connecting to a highly anxious patient, leading team marketing, case acceptance, all of these elements, even your own belief systems and the upper limit problems you have, are all psychology based.”
- “Think about moving away from the habit of inferiority and towards a habit of excellence.”
- “Ambitious dental practice owners can set up habit-based systems that make their growth and success inevitable. So we don’t have to work so hard and be so gritty.”
- “If we understand that our days are influenced by sleep, we can understand that a great day starts the night before.”
- “We aren’t good about celebrating wins. We beat ourselves up when we don’t meet the standard. And it’s really important that we intentionally change that dialogue with ourselves.”
Featured on the Show:
by [email protected] | Nov 24, 2021 | Prescriptions for your Practice
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Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat. — Sun Tzu
November is a big deal for me. Apart from the obvious Thanksgiving celebration, which I totally love, by the way, I always set aside this month as my year-end review — What went well this year? What didn’t go so well, where were the disappointments, and how can we do better next year?
In today’s episode, let’s talk about something that’s right up my alley. I may struggle at times with tactics, but ‘strategy’ is innate within my system. As 2022 is near approaching, I will share five grand strategies that you might consider in crafting your plans for the coming year to improve your dental practice.
You might find it too tedious a task, but if you sit down sometime between now and the end of the year and get super clear on your strategies, I am confident that you will have an extraordinary 2022.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “Strategy and tactics are terms that get thrown around in practice management decisions. And sometimes there’s kind of a fuzzy, blurry line between the two, and sometimes they’re just used interchangeably, which I think is dangerous.”
- “With strategy, we have to take a long-term view, and tactics is more of a short-term view.”
- “A strategy describes the destination and how you’re going to get there.”
- “Too often, we give the business whatever it needs, and then there’s just not much energy, attention, and time left over to do the things that we really enjoy doing and be with the people we really care about and want to make memories with.”
Featured on the Show:
by [email protected] | Nov 17, 2021 | Prescriptions for your Practice
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Before you tap that play button, I want you to ponder these questions first: What do patients consider when they choose their dentist? And what makes them go and explore dental services from other dentists?
In medicine, research shows that 30% of patients leave the doctor’s office because of long wait times. Unfortunately, the number is higher when it comes to dental offices. The long wait times can make a patient believe that you’re in a poorly run business. And if it’s a poorly run business, you have subpar clinical standards.
In today’s episode, I will discuss the six top reasons why patients break up with dentists. Then, we will talk about patients’ perception of us and how we can maintain that in a positive frame, and how we can prevent the consequences of patient attrition. I’ll also share lessons from medical doctors’ mistakes so that you can prevent patients from even wondering if the grass is greener somewhere else. So just sit back, relax and enjoy the show.
Tune in and find solutions to common practice issues at Prescriptions for Your Practice.
Key Quotes:
- “As smart business owners, we have to manage the upside push for growth and minimize the downside. And what’s the downside when it comes to enthusing clients? I think that’s when patients leave the practice, when they break up with us, and when there’s patient attrition.”
- “Oftentimes, we’re able to maintain the relationship with the patient once they feel understood. And even if we weren’t, we can learn things that will help our processes, our systems. So as we strove to get better and better, we looked for more gems in those situations.”
- “Now urgent care is a big patient perception because what is no big deal to you might be a really big deal to patients.”
- “Patients aren’t loyal. If they’re feeling, feeling mistreated or ignored, or that you’re always running behind, they might find those greener pastures.”
- “If patients feel like they’re just a number on a spreadsheet that you’re pushing treatment on them, that you have aggressive sales tactics, that you don’t have their best interests at heart, that then they’re going to feel inclined to be a patient somewhere else.”
Featured on the Show:
- Quote: “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” — Tom Peters
- I appreciate your feedback. Let me know what you learned and loved here: [email protected].
