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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Taking responsibility for your success with Dr. Michael Ling

Quotes & Notes:Taking responsibility for your success with Dr. Michael Ling - RD Podcast

  • We as practice owners have a lot more control over what happens in our office than what we think.
  • We want to try to change the mindset from out of the blame game and get into finding a solution.
  • Of all the things we do in the office as the owner, we can’t do everything, but I feel like the hiring onboarding process is something that somebody at the very top level has to take control of, it’s not something you can just delegate to a receptionist.
  • I grew up in town, and around the dental practice, and maybe because of that I had a real aversion to being a dentist. I really had no intention of being a dentist. Even though dental school – I really hated dental school. It was really when I graduated and started working that the light bulb really went on and I realized that this is an awesome profession.

One of the things I really love about clinical dentistry is doing technically difficult things. My happiness doesn’t come from the patient’s happiness; what drives me clinically is knowing that I did something really difficult.

  • Knowing that there are people out there that do such incredible work it just pushes me to try to achieve something even close to that.
  • When something goes wrong, sometimes the best thing you can do is just take responsibility for it and then just move forward.
  • Our staff is always watching us; you’ve got to be a role model for all of these people.
  • Another thing that I’ve realized in the past few years is the power of mentorship and the power of surrounding yourself with people who are in similar situations, and better situations than you. There is always somebody who has had the same problems as you and has conquered it.
  • Dr. Mike Ling would suggest every dentist read Unbeatable Mind by Mark Divine.

If you would like to learn more about Practice on Fire or learn more from Dr. Mike Ling, you can find information on You can also use the Code Honkytonk for a relentless dentist discount.

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No upper limits with Dr. Nathan Jeal

Quotes & Notes:No upper limits with Dr. Nathan Jeal - Relentless Dentist Podcast

  • A dental education is a springboard to the unlimited. I am grateful.
  • “If you always do what you’ve always done, you’ll always get what you’ve always got.” Albert Einstein.
  • At first, I had a lot of support, but I did have to admittedly try a couple of times to get into dentistry, and by the third time there were people who were saying “alright Nathan, now let’s get a real job already.”

I think dentistry is this really great junction where technology, science, arts, and business all converge.

  • In dentistry, there is no real upper limit to achievement. The opportunities we have for learning and success are really staggering, and who is imposing a limit… no one is.
  • That’s the great thing about being a dentist is that there are mammoth opportunities for learning.

The only real mistake is the one in which you learn nothing, and I made lots of mistakes as a practice owner, as a business person, but that has enabled me to be able to provide value to our associates.

  • “Stop trying to look good to people who you don’t like.” Dan Sullivan. I take that to mean: know your target market and know your target patient.
  • Marketing I think for dentists, it is something that we have to do. Whether there ever was a time or era where you could just hang a shingle and people would come, I don’t know if I buy that.
  • Dr. Nathan Jeal would suggest every dentist read The Asian Saga by James Clavell.

If you would like to learn more from Dr. Nathan Jeal be sure to email him with  The website for his practices is: 

 Also, be sure to check out Practice on Fire Live by going to

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Where’s the waste? It’s time to think lean with Dr. Graham Dersley

Quotes & Notes:Where's the waste? It's time to think lean with Dr. Graham Dersley

  • If I could break down lean principles into two words it would be waste reduction. Waste can come in a couple of different ways; it can come in materials, but the biggest waste in dentistry comes from wasted time.
  • Your team doesn’t like being behind schedule, that stresses everyone out.
  • One of the things I find is longer appointments with patients if you can get them to come to longer appointments, which helps a lot in eliminating this waste.

We don’t offer this to patients with a history of no-showing. If a patient has broken appointments before, I don’t want to schedule them for a two-hour appointment.

  • I didn’t always want to be harping on my team to support me to the extent that really was required. What really was important was keeping me moving through the day.
  • Do we have a patient in the chair who is going to pay for their treatment, who has already agreed that they are having a root canal and not an extraction, who is going to show up for their visit in the first place. There is a lot of quality control that we can do to make sure the dentist is working on the “good Post-It.”

Once I realized that you could have a three day work week, be very productive still, still make a good income, and have a four day weekend every week, that became pretty appealing.

  • Two barriers to working fewer days are the staff worrying about less hours, or patients worrying about fewer days to get work done on their teeth.
  • Dr. Graham Dersley would suggest everyone read The Goal by Eliyahu M. Goldratt. He would also suggest everyone read Harvard Business Review on Manufacturing Excellence at Toyota.

If you would like to learn more from Dr. Graham Dersley you should go to and check out the event in Nashville on May 13-14.

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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 or even call CEDR HR Solutions with (602) 476-1418.

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Dr. David Eshom: The art of presenting possibility

Quotes & Notes:david_eshom

  • I just use Stephen Covey’s “First things first” whenever I get mixed up or there are too many things to do at the same time I kind of look to that as to which things to do.
  • If you treat people well and serve them a good menu, good dentistry, they are going to come back and send their friends.
  • Once you know your calling, you become very focused… Don’t worry about if your first choice was a mistake, you can always go in another direction and you will have even more passion for it at that point.
  • I went through all of this with my wife. We worked together for 13 years after I bought the practice in San Diego. I was scared but sometimes I don’t know how scared I should be but she has antennas on that were very perceptive, but we made it together.

Once they are in, they see that we are very caring, knowledgeable, and trustworthy people. And so even though we tell them we don’t take their in-network fees, they know it’s kind of a one or two-time thing so they are willing to pay a little more for a one or two-time thing.

  • Mine is a pretty simple exam in terms of looking at teeth, looking for disease, and whatnot, but the one big thing that I do that is different from everybody is for every patient I take extraoral photographs.
  • The way to get to cosmetic dentistry is to ask the patient if it is ok to talk about other possibilities for your smile or your health.
  • The hardest patient to get through to is a male, especially a male that their wife made the appointment for, and all he really wanted was a cleaning. You show a male these pictures and then all of a sudden they start paying attention to their teeth as if it was a football game.

Once I get them to see what their smile could look like, I know there is a possibility that they may move forward.

  • You are listening to gurus talk about how to do exams, and it wonderful to know about all that, but you have got to apply it to your real-life practice.

If you would like to learn more from Dr. David Eshom you can email him at You can also visit his professional page at

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Jayme Amos: Are startups too risky???

Quotes & Notes:Jayme Amos: Are startups too risky??? - Relentless Dentist Podcast

  • Any doctor can start up a practice and that 84% of doctors that want to own their own can with great levels of success.
  • If it is your first practice if you know you want to own your own practice if you are going to consider an acquisition it is going to be better than a startup if it is already perfect if it is exactly what you want long term.
  • I like to describe acquisitions a little bit like turkey soup from Panera… it looks good on the menu, and the things that we might look at as good opportunities, sometimes there is more in that recipe that we don’t even know to look for.

If it is not perfect the first time around, you might as well start from scratch, as long as the from-scratch plan has a high level of success.

  • If you are going to buy that practice, you are buying patient relationships.
  • Everyone knows that demographics for a startup are important, but demographics for acquisition are also… If it (the patient base) is not going to grow naturally, then you are going to fight for growth.

If you are still needing to work in a part-time position a year after you open, that is my definition of a startup failure.

  • If you can follow a proven path with a startup, the rewards can be amazing.
  • Startup practices do fail; startup practices can collapse.
  • Don’t end up like lots of doctors we come in contact with, who end up with lots of regret for missed opportunities. Don’t delay.

If you would like to learn more from Jayme Amos or go to his course you can go to and be sure to apply for the scholarship opportunity we have put together for one listener.

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The very important topic that nobody wants to talk about with Deanna L. Robinson

Quotes & Notes:The very important topic that nobody wants to talk about with Deanna L. Robinson

  • At that moment [of sickness and pain] I was like, “I get to. I get to be in pain. I get to get up in the middle of the night and deal with a fussy baby.” That changed my attitude of how I looked at what ended up being 13 years of suffering, it is that I was grateful, for at least I was here raising my kids.
  • I’m going to start living as if this is healthy.
  • What if they got educated in personal skills at the same time they got educated in the drill and fill skills?
  • First, you set your goal, and then you work backward.

Be grateful for your life.

  • What we know about suicide is a lot of individuals who take their life by suicide, many of them, are substance abusers.
  • Someone can’t say yes if you don’t ask them, and a no really doesn’t hurt.

How we do anything is how we do everything.

  • Just like they (the dentist) make the suggestion for their patient to come in and get their teeth cleaned, what are they doing to make sure they the dentist is doing the checkup on themselves?
  • If you want to learn more from Dianna Robinson you can go to her websites or, or find her on Twitter @deannalrobinson, Instagram, or Facebook, or even send her an email at

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Dr. Mark Costes: Man with a Mission

Quotes & Notes:Dr. Mark Costes: Man with a Mission - Relentless Dentist Podcast

  • Whether or not you want it to happen, your practice will have a culture.
  • If you don’t take the time to have a definitive structure, if you don’t take the time to sit down and talk about the culture of your office, it is going to end up off.

The big problem with culture is typically speaking dentists are left-brain analytical thinkers, and there is a formula with everything. A lot of times we don’t like it when we have to talk about things that are right-brain things, relationships, how we treat people.

  • If you think about a mission statement, that is something that is about the culture of the organization. People will get behind a mission statement only if they take part in creating this mission statement.
  • Sometimes you have to be the bad guy. Sometimes you have to remove cancer in the office to make the culture what you have to be.

A mission statement is what you stand for, why your organization exists.

  • Your overall vision should be: this is what I want it to look like when I hand over the reins to the next person.
  • Being able to delegate and being able to create systems that run the practice is going to literally go to decide whether or not you are successful in your practice.
  • Everyone is responsible for their end-of-day protocol, and that is the most basic way to make sure that your new systems are getting implemented.
  • If you would like to learn more from Dr. Mark Costes you can check out his event, the Dental Success Summit. Be sure to check out his book, Pillars of Dental Success as well as his podcast.

Check out his April event, the Dental Success Summit.  It will be held in Scottsdale.  Click here for more info:

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How to celebrate your patients with Tanya Stein, R.D.H., B.S., B.A.

Quotes & Notes:How to celebrate your patients with Tanya Stein, R.D.H., B.S., B.A.

  • If the patient has a great experience then the office is going to have great success.
  • If we go the extra mile and we make that experience a great one, and that doesn’t necessarily mean having the best dental chair or having that amazing high speed or low speed, it really means showing patients that you care.

I think the number one thing to work on is communication.

  • Any excuse to celebrate the patient will have a positive return for the practice.
  • The semantics is so important, it’s the word shot verses injection, there are so many ways that we can make patients feel safer, cared about, by just changing the way we talk.
  • People want to go where they feel appreciated and there’s a connection and there’s rapport.
  • I like the word generosity because we should all be generous, not just in our practice but also in our life. If we stop focusing on what we are doing and start focusing on others, you will be amazed at others start focusing on us.
  • Three tips to do in your practice:
    1. If you can’t get to it get somebody that can, don’t just let it sit on the sidelines.
    2. Go the extra mile for your patients.
    3. Be happy, people can sense it and are attracted to positivity.
  • The customer is always right.
  • “If you always do what you have done, then you will always get what you have gotten,” Tony Robins.

If you would like to learn more from Tanya Stein, you can visit her website or email her at

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