Everything you do in your practice is a marketing function!

Quotes & Notes:Everything you do in your practice is a marketing function! - RD Podcast

  • “When an underdog fought like David, he usually won. But most underdogs don’t fight like David.”
  • The book is all about working smarter, not harder.
  • Let’s treat marketing as a system. That’s what Duct-tape Marketing became.
  • If you can picture an hourglass, that top of the hourglass looks like a funnel. But what if the bottom half of the funnel became something that opens back up and instead of getting a one time customer at the end of that funnel, you get a repeat customer that also refers customers to you.

The marketing hourglass has seven steps in it, and the steps are:

Know, Like, Trust, Try, Buy, Repeat, Refer.

  • When you start to think of marketing like this, everything you do in your business becomes a marketing function.
  • A strategic partner is another business owner who serves the same target market that you do, but who is not your competition.
  • This prospect of a strategic partnership is a long-term endeavor, not something that you can do overnight, and it does take time, effort and energy from both parties to make it work really well.
  • When you think of sponsorships, that what you think of, your logo slapped on somebody else’s stuff. And those types of sponsorships are great, that is some that you should do. It is not marketing.
  • It is very very difficult to get people happy with your service to take the time and energy to leave a positive review with you online. So the flip-side to that is that somebody who has had a terrible experience, or a bad experience, and who feels like they have some sort of injustice, they are going to feel very motivated to take revenge by going online and leaving a negative review.
  • If you have 10 or 15 positive reviews, if you get one, one-star review, nobody is going to pay attention to that.
  • You want to build up that positive online reputation so that when the totally unjustified negative reviews come in, it’s really no big deal.
  • Whatever you do, don’t get into a public argument with your customers who leave negative reviews, and don’t take legal action against them. The only thing worse than a negative review online would be a story in the media about you suing one of the patients.
  • You really need to go onto wherever this review is appearing publicly and respond in a way that’s saying, “I’m really sorry about your experience.” You want to apologize not necessarily for what happened but apologize for that they had a bad experience. Let them know that you would like to do everything possible to resolve the situation, and invite them into a private forum where they can do that with them.
  • There are so many people using mobile devices now, in fact, more people in the US access the internet with a mobile device than desktops and laptops combined. Google came out and said, “If your website is not mobile-friendly then we are going to make it more difficult for it to show up in search results.”

If you would like to learn more from Kevin Jordan or get his book, you can go to localleadgenbook.com or redpointmarketingconsultants.com.

If you enjoyed this episode, we would love a 5-star review on iTunes:


Google Domination: Wipe your competition off the map

Quotes & Notes:Google Domination: Wipe your competition off the map - RD Podcast

  • It’s near impossible to own a number one google ranking forever.
  • Google is upwards of 70% of all searches on the internet. So that’s the one that [dentists] should be focused on.
  • Really that map section, or the “seven-pack” should we say, floats on the page. It is never in a set spot.

Dentistry is a real business and you need to treat it like that. You need to have experts in your different areas to make sure that you really maximize your business.

  • It’s [your website] your storefront on the internet.
  • If you think about your marketing pieces, every single one of them should go to your website, and theoretically, in a dream world, it should go to a landing page.
  • Your marketing offline to online needs to be seamless and congruent.
  • Number one . . . your google local page should be 100% percent completed.
  • You could have the most beautiful bells and whistles website and even your google local, it could have twenty reviews, if it is not on that first page, nobody is going to ever see those awesome reviews.
  • Google, on the surface, has no rhyme or reason for how they are ranking.
  • You can make some small on page optimization changes and instantly see a boost.
  • If you have a website that is static, and you haven’t changed a word on that website for six months, google won’t spider your website very often.
  • Any webpage needs to have 400 hundred words or more on it.
  • Check out how many times the keyword is on your page. It should not be more than three to five times.
  • You have to be really careful how many times the keyword and geolocation is on your website.
  • Even a non-optimized website on a tablet looks ok. But on an iPhone or Android, that’s a whole different ball game.
  • You can build a free mobile website. It’s called dudamobile.com.
  • People are not going to spend twenty minutes reading a webpage on their phone. Now if you have a video that you have embedded, sure they will watch a 90-second video on their phone.

With the last update from Google, a mobile-optimized website is basically a must now.

  • SEO is a tough one because depending on the competitive nature of your city, it can take upwards of six months to really get some momentum and some ranking.
  • When you are working with someone, ask as many questions as you can just to test their knowledge.

One thing I have learned in the last four years working with dentists, relationship is everything. A good consultant becomes an advisor.


If you enjoyed this episode, we would love a 5-star review on iTunes:


Dr. Scott Leune’s Bold Biography

Quotes & Notes:Dr. Scott Leune's Bold Biography - RD Podcast

We are just in the business of dentistry in a BIG way.

  • We’ve got a program called the affiliate program, where we basically spend five years with a dentist helping build their ideal practice, and helping them manage and grow it.
  • I don’t put up with BS. I don’t play political games.
  • Auditing creates lasting implementation and efficiencies.
  • I was born in Amsterdam. I moved to the United States in fifth grade.
  • I grew up in kind of the opposite of entrepreneurial thinking. But I did grow up with a lot of support.

I didn’t change my thinking until my senior year of dental school. I was going to be an endodontist, because I thought it would be secure income with little work . . . The dental school professor just handed me a book and said “Hey you should read this book.”  And that book was Rich Dad, Poor Dad.  And I read that book and thought, “Oh my god why haven’t I thought about the business before.”

  • Most of the people in my life are doing things today I don’t want to do. They are living a life I don’t want to live.  So in a way, I kind of broke away from everyone else.
  • Even today, I am not ready to make a decision I shouldn’t make, even if I am given the right information. I am not going to do the things I need to do until the time is right.
  • There comes a point when you start learning something different because you are at a new level, a new size.
  • At one point we may be lectured to fifty dentists a year, and now twelve hundred this year.
  • It just doesn’t have to be that complicated.
  • There were a lot of opportunities to build new practices, so I decided, “You know what? I can’t sit here and do nothing. I’m going to go build more practices.”
  • I’ve had several years, where I have lost over a million dollars in cash. I’ve had a ton of failures.
  • Not knowing what I don’t know. Being on a path and not knowing something vital [is what I am scared of].
  • Having to invent the wheel every time is a major barrier [to success].
  • It’s just as easy to think bigger as it is to think smaller.
  • Be very methodical and slow with implementation to be sure that it actually fits and it makes a long term difference.
  • I think there are three big keys to success, and overcoming those fears and excuses. The first one starts with getting the right information. Step two is then having the leadership qualities to actually do it. To actually pull the trigger and lead other people down that path. Step three is the one that a lot of people often miss, and that is having people force you to do the right thing, having advisors.
  • The book that Dr. Scott Leune suggests every dentist to read is The E-Myth, by Michael E. Gerber.

If you want to learn more from Dr. Scott Leune, you can email him at info@breakawaypractice.com or go to his website breakawaypractice.com.

If you enjoyed this episode, we would love a 5-star review on iTunes:


David Harris: Are you employing criminals?

Quotes & Notes:David Harris:  Are you employing criminals? - Relentless Dentist

  • We [Prosperident] are the biggest at what we do, which is investigating embezzlement in dental offices.
  • By embezzlement, we mean staff stealing from dentists, and it could take various forms.  It could be direct in the sense of stealing checks payable to the doctor from insurance companies or it could be indirect like, to give a frightening example, somebody with a little bit of clinical background bringing somebody into your office after hours and doing dental work on them.
  • If I had to give you an educated guess, I’d say that for a practicing dentist, there’s about an 80% probability that at some point in their career they will be embezzled.
  • The average amount that we see stolen from a dentist in an embezzlement matter is about $110,000.
  • There are broadly speaking two ways to steal from you, one is forcing you to pay out money that you weren’t planning on paying out. And the other way is to intercept money that is coming in from patients and insurance companies.
  • If you look at the basic anatomy of stealing, there is the act of stealing and then there is the act of concealment afterward.  When we investigate, it is the concealment that we are generally looking for.
  • What we have to focus on instead is what we can do to increase detection?
  • Who among your employees is displaying an attitude that would suggest to you that it would be relatively easy for them to get to the point of saying that stealing is ok? Do they resent your success? Do they covet your possessions and your lifestyle? Do they over-empathize with patients with financial issues?

They are stealing because they want to, and it is an ego thing. We did an investigation that we wrapped up last year. There was somebody stealing from an office. She was stealing and then she won 3 million dollars in the state lotto.  And after that, she kept stealing.

  • One of the most common comments we get from doctors is, “That is the last person I would expect to embezzle.”
  • If you break the rules, if you take cash payments and don’t report them to the IRS if you cut insurance corners, what you’ve done effectively is hand any embezzler in your office a get out of jail free card.
  • Your practice should have an entry alarm.
  • Use your practice management software properly. For example, everyone should be using their own unique ID, with their own password, and you should enable the feature that enforces everybody to change their password every so often.
  • We have a checklist called the Embezzlement Risk Assessment Questionnaire. And it is designed to systematically take a dentist through looking at staff behavior.
  • Whatever you do, don’t let them know you suspect.
  • Unfortunately going to your CPA firm, in general, is a waste of money to solve this money.
  • We need to vigilant, but at the same time, I don’t think that automatic mistrust of employees is the right plan either.

If you want to learn more or get the Embezzlement Risk Assessment Questionnaire, you can go to www.dentalembezzlement.com, or email David Harris at david@dentalembezzlement.com. Questions for the questionnaire go to requests@dentalembezzlement.comIf you prefer to call them, their toll-free number is (888) 398-2327.

If you enjoyed this episode, we would love a 5-star review on iTunes:


Dr. David Phelps: Turn Chaos into Capital

Quotes & Notes:Dr. David Phelps: Turn Chaos into Capital

  • I have the privilege, like you do, where I get to speak to a lot of our colleagues around the country every week, and I think the mindset today is that it is harder. It is harder to find that freedom, to find that way out during practice year, and to look forward to what’s after those years.
  • Nobody really likes to change. We would really prefer to live in an environment that is static where everything is predictable in life. But then again we have to realize that that isn’t life. We have to get to the point where we embrace change.
  • Every time there has been a lot of turbulence whatever it is, that’s when often times there is the most opportunity.
  • I don’t think that being an entrepreneur is the life for everybody.

Maximize the practice process, break the chains, and create passive income.

  • I look at the practice as an engine, the engine that is going to drive everything else.
  • I do talk a lot about creating passive income streams out of real estate.
  • Make that practice as much as you can to be self-sustainable.  This frees you up.
  • Create these passive income streams outside of dentistry so that you are more diversified.
  • This widget could be a new piece of technology which integrated into the right practice with the right infrastructure, with the marketing, with the right operations in the practice could be the right widget. But by itself, it is going to fail.
  • There’s really got to be some integral training for us as small business owners that learn the concepts of building a team with a culture that has the right people in the right seats of the bus, for that is what is going to drive everything.
  • It should be 80% you feel that joy, and maybe 20% for those, okay those things will come up.
  • I found that single-family real estate when invested in the correct way, I don’t think there is any better capital asset.
  • The joint venture model in my mind is the fast track to get involved and not have to deal with all the moving parts.

If you want to learn more from Dr. David Phelps you can go read his book, From High Income to High Reward, listen to his podcast, Dentist Freedom Blueprint Podcast, or on his website at www.freedomfounders.com.

If you enjoyed this episode, we would love a 5-star review on iTunes:


Dr. Steve Buchanan’s Bold Biography

Quotes & Notes:Dr. Steve Buchanan's Bold Biography - Relentless Dentist Podcast

  • If I live to be 120 it won’t be long enough.  So don’t waste a day. Don’t waste a day in resentment. Don’t waste a day in disappointment.
  • Both of my parents planted the seeds, my dad by example in his career, and my mom just by her example in their life.
  • I was hanging out with my friend, whose dad was a dentist, and he was doing lab work in junior high for his dad. And I was watching him and I thought “I think I can do that.” So I talked to his dad and asked him what he thought of dentistry and he encouraged me to get a job at a dental lab.
  • Always ask yourself “What am I going to do with my life.”
  • Sometimes people will look at me like I have two heads, but dental school was three of the coolest years of my life.
  • Plan as hard as you can, but be willing to accept gifts that you didn’t plan.
  • I became motivated by the fact that Santa Barbara is an unbelievable magnet for specialists.
  • So I thought, “I love the living that I make in endo, but I want to do a little more.”
  • All projects end shortly before deadlines.
  • At the same time, I started inventing, because I was pissed off and disappointed by what our instruments did for us, how complicated it was.
  • Inventing is way easier than licensing.  Licensing puts the truth to the joke, how do you become a millionaire through patents and inventions? You start out with five million dollars.
  • The most dangerous guy that you can put in the CEO position is the one that has never had a failure.
  • You are listening to your own story in your head every day, and if it is all good news, then it is hard to be critical. 

It’s a wonderful status thing to train others.  It feels good doing it.

  • Take a little time for yourself, check your breathing, and meditate for 10 minutes and you are going to have a great outlook.
  • I began the 3-D printing business to print training replicas of extracted teeth so that you don’t have to use extracted teeth.
  • One of the nice things about being my age is having gone through several cycles of disappointments and perseverances and making it through to the other side. So, now I understand that difficulties are just great opportunities.
  • “Play the strength.  Find out what you are good at and do a lot of it.”
  • It’s a short line.  It [what he would tell a relentless dentist] would be to consider future planning as a current event.
  • We are among the most fortunate people on earth.  Our dentists let us do really dangerous things, the put their-selves in our care so that we can make a living.  The relentless pursuit of happiness is open to all of us.
  • Dr. Steve Buchanan would recommend every dentist read all Elmore Leonard books for the pursuit of happiness.
  • If you want to learn more from Dr. Steve Buchanan you can visit his websites at delendo.com or endobuchanan.com.

If you enjoyed this episode, we would love a 5-star review on iTunes:


Dr. Tuan Pham’s Bold Biography

Quotes & Notes:Dr. Tuan Pham's Bold Biography - Relenetless Dentist Podcast

  • Work smarter and not harder.
  • E + P = O or Any event that is in your lifetime + your perception = Outcome from The Energy Bus by Jon Gordon.
  • But one of the things I hate to say is and it proves my point later in life, about working smart and not harder, is that I told myself I do not want to work Fridays.  My dentist doesn’t work Friday, I’m going to be a dentist.
  • My mom, she is a lady that always put me in check.  When I come home from school I always had to do my homework right away.  No TV, nothing until I did my homework.
  • If I have to do something, I get it done right away, no procrastinating because it nags at me and makes me uncomfortable.
  • My dad said to me, “The world is full of information and it is up to you to learn it.”
  • It all comes down to information.  And if you take the time to learn the information, whatever risk of situation coming at you, you can abate that risk.
  • The whole other aspect of learning to be a leading is so important.
  • Address objection before injection.
  • You have to want to know what’s going on, and as long as you are not super crazy you can work these patients through and they won’t have the stress and you won’t have the stress.
  • Going through dental school, grades are important, but no one ever asks you about grades.  It’s more about being efficient in what you do, getting it done in the right way.  You’ve got two years of clinical dental school.  I would have used those years to better learn how to talk to my patients.

  • My first job out of dental school was a fee for service dentist and it was all I knew.
  • Vision is very important, for if you don’t have a vision of what your goals are, or what you’re true desires are, you never work towards it.
  • If you know what your goal is, just go for it.
  • Everyone talks about efficiency and increasing your speed, and I certainly agree with that.  Now in my practice I don’t have to be efficient.
  • “You should do whatever you do that makes you sleep well at night.”
  • People always ask me, “Why don’t you work a little harder, make a little more?”  I don’t want to.  This is my goal.  Here I am at it and I love going to work.
  • A lot of times when there is a staff management problem, it may be because they didn’t understand what was going on.  Maybe you didn’t inform them of your expectations.  They can’t read your minds.
  • Dentistry is a lot of psychology, it really is.
  • If you can read a patient, you can connect with them.  You can make them feel more comfortable, and if you can be more comfortable with them then you guys can get on the same level and actually figure out what is what.
  • There are three tiers of types of patients.  There’s the bottom that focuses on pure cost.  There’s the top tier that value customer service.  And then there’s the middle tier which is like the PPO tier which is like, “Hey you know what, I value quality but I am swayed by price also.”  If you understand the market and the tiers of the market and understand the market, then you can absolutely be a fee for service dentist.
  • If I have a failure, or something that doesn’t go as planned, I might be bummed out at that moment, and I might blow on it for a short period of time.  But ultimately I view it as an opportunity to find the solution and fix the problem.
  • I am scared about being complacent, I never want to be complacent.
  • We make decisions every single day of our life.  You hold the power.  Don’t hold the economy, external forces for your situation in life.
  • Dr. Tuan Pham would suggest every dentist read The Energy Bus, and Crucial Conversations.
  • If you want to learn more from Dr. Tuan Pham then you can visit at www.dentalmaverick.com or send an email to tuan@dentalmaverick.com.

  • Be sure to check out Dr. Tuan Pham’s interview with Dr. Howard Farran.

If you enjoyed this episode, we would love a 5-star review on iTunes:


Part IV: Dr. Mark Costes’ Practice Growth Bootcamp – Referrals

Quotes & Notes:mark costes

  • I believe that referral generation is the number one thing for building any person’s practice very very rapidly.
  • We want to identify who our ideal patients are.
  • You get those people to bring in their friends and families, and then you will have more of those ideal patients.
  • We have to do everything we can to build trust. To lower the suspicion level and show that we are there for their best interest and not to just steal their wallet out of their back pocket.

We have an eight-step process where every step-point of the patient has a very set script and it’s choreographed really.

  • We have to remember that this is a job interview for us.  We want that patient to hire us for their lifetime.
  • What we like to do is create a culture within our office that they look like “We know that you are the ideal type of patient but we want more patients like you.” To do this we have a built-in system.
  • All we do is take our active patient base and we send them a letter with three referral generation cards inside.  For each referral generation card, we have a referral reward.
  • When people send in a referral we have a fishbowl on top of our counter.  That referral gets dropped into the fishbowl and every three months we pull a grand prize winner out of the fishbowl with the referrers name and referees name and that person gets a grand prize.
  • We have a quota every week to get three testimonials and three pictures with the doctors. We only get them with our favorite patients. And that makes it much easier on the staff.
  • People will automatically assume you are busy enough and don’t need more patients unless you say you are never busy enough.

A simple thank you will sometimes go a long way.

  • If you create this feeling for the patients that they are recognized and everybody on staff knows who they are, when they walk in they feel like norm from cheers, those are the people that will become the walking billboard.  They are the rockstars, just because they feel like they belong there.
  • If you want to learn more about what we talked about on the relentless dentist, be sure to check out Dr. Mark Costes book, Pillars of Dental Success.
  • Be sure to check out the dental success summit, which takes place on March 20th and 21st in Scottsdale Arizona at the Scottsdale Resort, if you want to hear more from Dr. Mark Costes. 

The website is dentalsuccesssummit.com. Have any questions? Then email them at info@truedentalsuccess.com.

If you enjoyed this episode, we would love a 5-star review on iTunes:


“How to mount a epic comeback” with Dr. Karah Maloley

A brush with death brings about new life. Karah shares why it’s not how far you fall . . . it’s how high you bounce!

Quotes & Notes:

  • Before that [when I had my stroke] I didn’t really know what it was. I thought that it happens to older people…what I realized is that when you have this thing when you are younger, you can have your life back again, and that’s really what has happened to me.
  • I remember it all basically until I got there on the flight.
  • I was so happy to see our friends and family [in intensive care] like you normally would be.
  • I think you realize, that in those time frames it is amazing to have those people around you that you love.
  • People sometimes will do anything for you.  That’s how life works, that’s how people are so important in your business, in your life.
  • Dr. Dave – “I remember some of the big wins and what the celebrations were. They went to go put a sock on, and you took it away and put it on your own.”
  • I think you realize when you are in a lower place and life, no matter what it is, what can I do now? I never really thought why did this happen to me? It did happen to you.
  • I think 95% of my speech or reading and writing are back.
  • I think in some ways it is a matter of realizing that your life will be awesome at times and at times it won’t be awesome, and that is important.
  • I when you look at your life, it is a matter of do I have my foundation clear, can I be authentic, can I be the person at work that I am at home?

I think it is about challenging yourself more each day.

  • Life is about being forward thinking.
  • I am working on meditation, for if I can be better within my body, for example, I can do a lot with other people.
  • It is just a matter of be the mom that Bennett wants me to be.
  • If you are in it and decide I don’t like this, then you can go beyond where you want to be.
  • It’s not about what has been dealt to me.  It is about what can I do about it.
  • If you are a victim, then something beyond me is controlling me, and I don’t like that.
  • I think I have realized that I have goals and I think I am allowed to do things now more than I ever was before.
  • If you know what your gifts are, then use them.
  • Excuses, oh I don’t like those words at all.
  • Status quo, no. Whatever it is I just like to go beyond.
  • Lifestyle design, I think it is really good that I create my life better than it was before.
  • Epic life, I like that because I think you can get a certain energy from something like that.
  • Regret, so I think everything that happens to us is good for us.
  • When your family is in a situation like that, you just want to fix it.
  • To use the word relentless, that’s what it takes to know what you will do what it takes.
  • We all get sidetracked, with the interruptions in life, but it is important that we don’t lose it.
  • “It’s not about how far you fall, it’s about how high you bounce.”

If you enjoyed this episode, we would love a 5-star review on iTunes:


Part III: Dr. Mark Costes’ Practice Growth Bootcamp – Patient Reactivation

Quotes & Notes:mark costes

  • The bottom line is we have a huge bank of patients that fall out of our active patient base and never hear from us again.
  • What we do is anyone who is past 12 months, we put them in a very specific system of reactivation.
  • It is much easier to get that patient who has already been to your practice than some stranger to respond to some external ad.
  • Generate a list of people that have been out of your office for more than 12 months, from newest to oldest. Then write a series of letters that say basically this:
    • “Hey, this is Dr. David and we miss seeing you around here. We know that life can get away from you but we haven’t seen your beautiful smiling face for the last 12 months (or however long it has been). As a ‘get reacquainted offer’ we would like to offer you a free exam and x-ray if you come into your cleaning.  So if you call before X date we will give you this free cleaning and x-ray.”
  • So you want to reach out to these people four times reminding them that the deadline is rapidly approaching and that they can come back in.
  • I spoke about my offsite assistant in a past interview with you. My offsite assistant is responsible for the birthday card program, the reactivation program, and the referral program.

These things really show the patients that you care.

  • The ADA did a study and the top three reasons that people don’t follow through with an appointment or don’t go to the dentist in the first place are because of time, fear of pain, and fear of money.
  • As far as money goes, we have flexible payment options that go as far as three months of internal financing.
  • There are a million different ways to administer painless anesthetic. And if you can master the best way you will build your practice faster than any other procedure that you learn how to do.
  • We have a ten-minute rule at our practice. We make sure that when the patient is out of the reception area, within ten minutes of their appointment time and greeted by some sort of provider. And then we always strive to get them out within that hour/ half hour allotted patient time.
  • Be sure to check out the dental success summit, which takes place on March 20th and 21st in Scottsdale Arizona at the Scottsdale Resort, if you want to hear more from Dr. Mark Costes. 

The website is dentalsuccesssummit.com. Have any questions? Then email them at info@truedentalsuccess.com.


If you enjoyed this episode, we would love a 5-star review on iTunes: