Dental Business Coach | The Bright Side of Patient Complaints

No matter how fantastic you and your team are, you will occasionally have a patient complain about something. When this happens, you and your team may feel discouraged, frustrated, or even annoyed, depending on the specific complaint and how it was shared. It can be easy to brush the complaint aside and tell yourself that the patient was just having a bad day. However, changing the way you think about patient complaints can be highly beneficial to your business.

Patient complaints may involve anything from office décor or other patients to the time, cost, or outcome of a treatment. Even concerns that feel trivial or unfair to you should be handled with respect and appreciation. Like any consumer, your patient wants to feel like you care about their experience and their feelings. A complaint is an opportunity for you to win back a patient’s trust.

If you thank your patient for bringing their concerns to you, commit to taking action to correct the situation, and follow through on your commitment, you will earn loyalty from that patient. This loyalty can translate into fewer rescheduled or cancelled appointments, increased case acceptance, and even referrals to friends, family, and social media connections. Over time, handing one complaint as an opportunity to improve can lead to hundreds or even thousands of dollars in revenue.

However, if patients leave your office feeling that their concerns are unimportant to you, they will likely look elsewhere for dental care in the future. Unhappy patients do not stay with your practice. They do not refer others to you. They may even tell others about their unpleasant experience with your office, which can cost you potential patients and revenue.

Every patient complaint you receive is a gift. Your team or practice may have a weakness that you were unaware was an issue. If one patient voices a complaint, it is likely that others have noticed the problem as well. Consider asking patients for feedback after a visit. Let them know proactively that you appreciate their input and are ready and willing to provide the best experience possible. When your patients feel valued, they will be more loyal to you, your team, and your practice.

For more tips on providing a better patient experience, contact our office.

Dental Business Coach | From Dreams to Reality: Effective Goal-Setting

No matter how impressive your vision for your practice may be, dreams require hard work, strategic planning, and a willingness to adapt to make them real. Highly successful practice owners learn to set goals realistically and effectively. Master the skills of effective goal-setting, strategic planning, and assessment to find greater success in your business.

Set Incremental Goals

Start small when setting goals. Establish daily and weekly goals. It can be easy to let ambition take over while you dream of long-term goals. However, you cannot reach your long-term goals without smaller victories along the way. Setting smaller, incremental goals provides the opportunity for you to be in constant control of your practice. You will know if you miss a weekly goal, and you can then adjust your strategy to make sure it never happens again. If you are only setting quarterly or yearly goals it can come as a surprise when you miss them, or your team might be left struggling to meet them at the last minute.

Make Goals Visible

You and your team need a visual reminder of what your goals are and when you plan to achieve them. Put them up on a bulletin board in the office, include them on your calendar. Write your goals in a place you look daily as a constant reminder. We all have those back-of-the-mind thoughts or ideas that might be good if implemented, but they are frequently forgotten. Make your goals visible to you and your entire team.

Goals Need to be Measured

How will you know if you achieved your goal if you cannot measure it? Goals should have a measurable standard. Perhaps your goal is to see 10 new patients by the end of each month or to increase the number of referrals by 50% before the end of the quarter. Pick specific numbers and concepts that can be defined in a concrete way. Abstract goals are harder to reach because they are too difficult to define. When goals are measurable, you will know exactly what you need to achieve your desired result.

Rethink the way you are setting your goals for your practice. Your ambitious plans will be successful only if you have a road map to reach them. This is where effective goal setting comes in. Get into the habit of writing down your goals and measuring them. Effective goal-setting strategies take careful planning. Master these skills and you will be on your way to the practice success you have dreamed of achieving.

For more tips on managing your practice, please contact us.

Dental Business Coach | Revitalize Revenues through Increased Investment

Dental Consultant

Every business experiences trends of increasing and decreasing revenues. When new business slows and income begins to dip, many business owners react by cutting back on the item in their budget they think is most expendable: marketing.

The unfortunate reality is that this is almost definitely the wrong step to take. When you cut your marketing budget, you reduce your revenues as well.

Today’s business cannot survive through only word of mouth referrals. Your company needs to attract new clientele on an ongoing basis, not just in the weeks following a postcard blast or mass email. In addition, you need to engage and maintain the loyalty of your existing customers.

Consistent, effective marketing helps you achieve both ends.

One recent study examined the marketing budgets of several publicly-traded companies. The researchers found that businesses that were spending an average of 16.5% of revenue grew up to 15% annually, and those that spent an average of 22% grew 16% – 30% annually.

When your marketing budget increases, your revenue follows suit.

There are several factors that can influence how much your business should be spending on marketing.

Are you a new startup company? You may need to invest more until you have established a client base.
Is business established and you want to maintain growth? Compare your current rates of new customers to those lost annually to determine how your current budget is doing.
Is business stagnant or decreasing? Consider investing an additional 5% or 10% above your current marketing budget, at least until the trend reverses.
How competitive is your local market? Higher competition requires greater investment to grow business.

For more advice regarding your marketing budget and business growth, contact our office.

Dental Business Coach | The Costs of a Toxic Employee

Hiring is time-consuming, stressful, and sometimes costly. In some cases, this causes business owners to avoid firing an employee long after it has become clear that the person is damaging the overall work environment. Finding the right person for your office can be challenging. However, continuing to retain a toxic employee can be far more costly for you and your business.

What is a “toxic employee?”

A toxic employee is easily recognized for exhibiting several, if not all, of the following behaviors:

Bad attitude: This includes eye-rolling, muttering, snide comments, complaints, confrontational tone, and passive-aggressive speech or actions.
Lack of engagement: This can include work-avoidance, lack of enthusiasm, unwillingness to accept responsibilities, and being inattentive in meetings and huddles.
Dishonesty: Whether this involves refusal to accept accountability, blaming others for mistakes, or outright lies and thefts, dishonesty is harmful to your business and your team.
Poor work performance: While a new team member may experience a learning curve at first, the toxic employee never rises above the bare minimum of what has been explicitly listed as expected. In many cases, they may not even be fully or properly completing work. They are uninterested in feedback or training and unwilling to work to improve.

Do you recognize anyone in your office from these descriptions? If so, it’s time to pull the plug.

When you continue to keep a toxic employee on your staff, you may avoid the headaches of the hiring process in the short term. However, you are creating a host of other problems for yourself that will cost you a great deal more time, money, and energy to solve in the long term.

One toxic employee in your office can cause:

Loss of new customers: If a toxic employee is interacting with potential customers, they are creating a negative image of your business, which can lose hundreds or thousands of dollars in revenue.
Loss of existing customers: If your clients are treated poorly even once, they may choose to take their business elsewhere – and they may tell others.
Loss of your best team members: Your best people want to work in a positive environment where they feel supported and appreciated. By tolerating the complaints or shoddy work of one toxic person, you risk losing team players to a company that maintains a better atmosphere.

Don’t compromise your business or your best team members by refusing to fire toxic employees. For more strategies to improve your business, contact our office.

Dental Business Coach | Making the Right Impression

When clients visit your office, they observe. Your clients are going to make decisions and judgements based on what they see. If you don’t already, you need to think in the same manner your clients do. If you were a new client to your office, would you schedule a second appointment? Here are a few elements to consider.

Your Office’s Appearance

Look at your office. Is it clean and hygienic? Is it cluttered, dusty, or musty? Your clients will pick up on elements such as these. Make your office spotless. You risk your professional credibility if your office appears to be dirty. Clients are visiting you for professional treatment, so the environment must be clean. Décor matters too. Consider repainting your walls to be a soothing light blue or green. What artwork do you have hanging on your walls? Project a modern atmosphere to create confidence in your methods.

Your Team’s Appearance

Both you and your team should always be presentable. Is a team member coming to work wearing wrinkled clothing or covered with pet hair? Are phone calls left unanswered? An observant client will notice and it could cost you repeat business. You are in the business of retaining and serving your clients, so your team needs to smile often and set a confident, professional tone.

Keeping your office clean is a key element to client retention. Create an environment that makes your clients feel comfortable. Visitors will interpret your office and the appearance of your team as a reflection of your professional capabilities. It is imperative in today’s age of social media and online reviews that you present a positive impression of your business. A misstep on your part may be read by other prospective clients online.

Make the right impression with your clients if you hope to gain repeat business.

To get started with a professional consultation, please contact us.

Dental Business Coach | Be a Leader, Not a Manager

Practice leaders set the standard and pace of your work. Managers hover and maintain status quo. Which definition sounds like you? Changing the way your practice is structured or operates can be a vast undertaking. Use these tips to get started on a path for developing an innovative practice that you lead, not manage.

Leaders Innovate

Leaders develop ideas that further practices. Managers use the framework that is already in place. Don’t hover over your hygienists or office staff. Let their work speak for itself and step in where necessary. Demonstrate to your team the qualities you want through your own actions.

Do What You Do Best

The majority of your time should be spent with patients, that is the best use of your abilities. This means you must delegate tasks to other team members. Leaders delegate tasks. Let your office staff handle the clerical side of the practice. Utilize a hands-off strategy where appropriate to free your time for patients.

Track Team Tasks

Rather than micromanaging your team, have them write or email their daily tasks to you. This will allow you to track the team’s progress and use of time. It will also save you from constantly asking, “What did you do today?” Hold your team accountable for their tasks. Request that your team define their tasks in quantitative terms. Spot-check as you feel necessary.

Know When to Hire and Train

When your practice feels swamped, hire and train. Leaders can recognize if their team is unable to handle the current workload. Pushing your team beyond their limits is not going to produce the results you are striving to achieve. Your team will work best when they have the necessary time and resources to do their tasks.

Leaders don’t have the time to micromanage. Leaders know when to back off and let the practice run on its own. This doesn’t mean you should let your entire operation always run on auto-pilot, but focus on letting each team member contribute their abilities in the best capacity. The only way to break through the status-quo is to allow for new ideas and strategies to take hold. This cannot be achieved if you are spending your time hovering over your team. Transform the way you manage your practice and your practice will transform itself.

Dental Business Coach | Things to Consider Before Buying New Dental Equipment

No matter how well-equipped your office is initially, time, wear, and changes in technology will at some point require you to purchase additional or replacement equipment. There are a few points you may wish to keep in mind before making your final decision on a major equipment purchase for your practice.

First, take your time. Like with any other major purchase, rushing into a decision can be costly. Instead, spend several weeks in preparation for this choice. Meet with your Dental CPA about any tax implications and ask if there is an optimal time to make such a purchase. Consider carefully the following factors to be sure you are choosing the right piece of equipment for your needs:

What is the main purpose of this equipment?
What features do you want/need it to have?
Are you and your team going to need extensive training to use it?
How often is this equipment going to be used?
Will it fit the space available?
Will you have to make changes to the space to use this equipment (ie, wiring, utility connections, etc)?
Is the manufacturer reliable?
Does the manufacturer provide good service for their equipment?
How long should this equipment last?
What is the expected benefit of this upgrade?
When do you plan to have it installed and in use?
If this equipment is to allow new services, is there a demand for those services in your practice/community?
Will your pricing for your services offset the investment cost and still be competitive in your market?
If the equipment you are buying is used, have you obtained an independent opinion on its condition?
How does the cost compare to other models? Other manufacturers?
Can you purchase directly from the manufacturer to save on cost?
Have you compared pricing from a variety of sources online?

While not all of these may apply to your equipment purchase in every circumstance, it should be clear that major dental office equipment should never be bought on impulse or without thorough consideration and research. Recommendations from other dentists or your dental CPA can also be helpful in narrowing your search.

Your dental equipment plays a vital role in the quality of care you are able to provide to your patients. When it is time to add or replace a piece of that equipment, make sure you take plenty of time to research, refine, and select the right piece for your practice. This will help you be certain that your investment will bring value to your practice for years to come.

Dental Business Coach | 4 Simple Ways to Make Stress Work for You

Stress is an inescapable part of life. Whether you’ve just opened your practice or have begun planning for retirement, you have experienced some amount of stress along the way. Doctors, scientists, and media outlets have spent many years warning about the dangers of stress. Too much stress too often can cause negative effects on our physical and mental health. However, before giving in to chronic tension and depression, consider a few ways you can make stress work for you.

Focus on the positive side of stress. In small, sporadic doses, stress can increase brain function for gains in creativity and problem solving ability. It can boost your immune response and provide the motivation you need to engage your issue. Over time, small amounts of stress will even enhance your resiliency for managing future difficulties.
Change your self-talk. Instead of stumbling and dwelling on the negatives of your current predicament, start incorporating the idea of “yet.” The phrase “I can’t…” has an entirely different tone than “I can’t…yet.” Once you have reset your self-talk to allow for the possibility of change, you will find yourself ready to brainstorm creative strategies for moving forward.
Tackle problems one at a time. Select one specific aspect of your life that is causing you too much stress. Focus on the root cause of your stress and decide on a plan of action. Don’t be afraid to ask for help or to delegate tasks to a member of your team. New habits take time and training, but can create real change to improve your life. Continue working your plan, refining as needed, until the overstress is no longer a factor. Choose another challenge and start again.
Embrace levity every day. Celebrate birthdays, small victories, and changes in the weather. Add laughter to your workday. These will cut tension in the office and refresh you and your team. Your patients, your team, and you will enjoy the more cheerful and relaxed atmosphere this creates.

By embracing the motivating influence of stress without allowing it to drive you down into anxiety, you can generate positivity, creativity, and effective change. However, if you have chronic stress that is substantially affecting your daily life, talk to your doctor. To best help others, you must first care for yourself.

Dental Business Coach | Data Security Best Practices

Though most of the attacks making headlines are those aimed at large organizations or political groups, roughly a third of all data security breaches in the last few years have occurred in the health care industry. Of these, employee error caused three times as many breaches as external attacks. In addition, more than half of the businesses who experience a security breach have fewer than 1,000 employees.

The Health Insurance Portability and Accountability Act (HIPAA) requires all health care providers to take steps to protect the private information of their patients from hackers, thieves, and staff. While no data security system is foolproof, there are some best practices that can help to decrease your risk of an information breach, especially from employee error. Here are some of the best practices you should be enforcing:

All computers should be placed where screens are not visible to patients or visitors.
Every computer should have an encrypted password for access.
All passwords should contain a mixture of letters, numbers, and/or symbols and should be changed regularly.
Passwords should never be written down in any place accessible by the public. It is preferable that they not be written down at all.
Every staff member must be fully educated about the importance of data security practices, their responsibility to follow these practices, and the potential repercussions for failing to comply.
Office computers and internet should not be used to check personal email or visit non-work-related websites.
Ensure all firewalls, software, and operating systems are kept up to date.
Wireless networks should be shielded from public view.
Every computer should have antivirus software installed and kept up to date.
Do not access office data remotely from a shared computer or unknown WiFi network.
Smartphones, tablets, laptops that have access to any work systems or emails should be password protected in case lost or stolen.
All hard copies of patient data should be shredded.
All transmitted data should be encrypted.
Sensitive information, such as social security numbers, financial data, or other private information, should never be sent through email or instant messaging services.
Consider purchasing cyber insurance protection.
If a breach does occur, take appropriate action immediately. Contact your legal counsel for advice.

Your first and best defense against the theft of sensitive patient information is the integration of data security best practices into your practice policies. Meet with your team to discuss any changes you need to make and your expectations of compliance. Protect yourself, your team, and your patients by working to protect the integrity of your systems.

Dental Business Coach | Beyond Marketing: Turning Interest into Appointments

Marketing plays a vital role in attracting new business. Cleverly designed mailers and strong online SEO strategies can put your practice name in front of hundreds of potential patients. Glowing reviews and testimonials tell website visitors that you provide quality care and have a friendly team. However, when it comes to driving new business, marketing – even great marketing – is only part of the story. No matter how effective your campaign, one of the biggest factors in gaining new patients is scheduling.

Many dentists find it difficult to think about their practice as a business. It is likely that you chose dentistry due to a passion for service and healing, not bookkeeping or sales. Yet nearly any successful retailer will say that the only way to gain business is to give customers what they want, when they want it.

What do your prospective patients want? Convenience, first and foremost.

Consider this: patients have lives of their own. Many work outside the home, many have children. Most working people have limited time off, and may have to schedule their time carefully to leave room for the chance of illness or emergency. Many jobs dole out time off slowly over the course of weeks. Others restrict employees from missing any work at all during certain times of year.

Does your office offer any same-day scheduling? Do you have next-day scheduling? Shift workers may not know what hours and days they will be working more than a few days in advance. In addition, patients who are experiencing pain are unlikely to wait longer than 24-48 hours for an appointment before trying somewhere else.

Do you have office hours covering mornings, evenings, and Saturdays? Patients do not always have the luxury of choosing their shifts or days off. Parents may be reluctant to have their child miss school for an appointment. If you do not have openings during the times that are needed, potential patients will find an office with more flexible hours.

No matter how impressive your practice appears, patients will look elsewhere for an appointment if you are unable to work with their scheduling needs.

Making the changes to provide better scheduling flexibility will take time and may require an investment in your practice. You may want to consider adding an associate or hygienist to help cover additional time. Talk to your dental CPA about what options will best suit your practice needs, as well as the needs of your community.

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