Okay teams, here I go again talking about basic phone skills. It might seem as though this is a pretty old horse that has been beaten to death one too many times. The reality, though, is that your phone continues to be the single most important tool in your office.

Why Phone Call Communication Skills Still Matter

The other reality is that all too often, this valuable instrument is under-functioning due to the lack of intention, precision, and focus of the people answering it. I love referring to your phone as an ‘instrument’ as it takes a skilled musician willing to put in time and energy for it to sound magical.

And yes, there is a very sweet recipe made up of having a talented individual that LOVES answering the phone combined with appropriate training in facilitation. Only this can create a truly extraordinary experience for the patients that are calling your office.

How to Improve Calls Through Coaching

Not sure if this is happening in your practice? I have one simple suggestion: record your calls and make time on a regular basis to listen to them. Learn for yourself exactly what is occurring.

After listening to hundreds of calls this past year alone, I can tell you without a doubt there are always opportunities for improvement on basic (and of course advanced) phone skills.

As you listen to calls, I invite you to become and stay interested in a number of things:

• Does your team member have a warm and welcoming spirit?
• How quickly is a caller asked for their name?
• Do they sound genuinely interested in the person on the other end?
• Are they inviting the patient’s story? Responding appropriately?
• How much value building is there for your practice?
• In what ways is the patient assured that they called the right place?
• Are potential patients being asked to schedule?

Listening to calls with individual team members can be a wonderful coaching opportunity! Although it may take some time and energy to create a safe environment in which to do this, I find the process engaging, enlightening, and potentially transformational. What do you say? Is it time to see if your phone is making magical music?

Clarifying and fine-tuning a new patient system can be more challenging than you might think.

Five years ago, my partner Charlie and I bought a ‘Pankey practice.’ Soon after the transition, we started to recognize that our new patient system would need a little adjusting. The prior owners, who happened to also be my parents, had almost every new patient go through the same protocol.

Charlie and I noticed that the young adult patients who were drawn to our practice had two things in common. (1) They wanted cleanings at the first appointment and (2) they often had less dental needs. We concluded they may not need all the diagnostic records that someone with a lot of restorative needs would have to have.

Defining an Efficient Patient System

I am very systems oriented, and having worked with my parents for a few years, it wasn’t easy for me at first to switch up the new patient system. I liked having all patients funnel through the same protocol, but I began to realize that to get the younger generation into our practice we needed to cater to their desires and gain their trust.

When a patient calls our office, we have a great team that asks questions to understand what the patients’ needs are. I would say that because our referral is mostly word of mouth, we still have many new patients looking for comprehensive treatment. This means we have the traditional new patient appointment, which includes the new patient interview comprehensive exam and full diagnostic records.

But if a patient calls and says they want a cleaning and that there are no concerns, we flex and allow them to meet with the doctor first for a new patient interview, then they have their comprehensive exam and we finish with a cleaning with the hygienist.

If I find that diagnostic records are necessary, I will then have them come back for the records. Sometimes if I really think it would be in the patient’s best interest to not have the cleaning the same day, I will try and talk to the patient to help them understand why I think diagnostic records would be a better option that same day. Most times, if the patient understands the benefits, they are comfortable coming back for the cleaning with the hygienist on another day.

No matter whether the patient has the full new patient exam and diagnostic workup or has the exam and cleaning, the most important part to me is the first 30 minutes where I sit down with the patient and get to know them. I love this time because it allows me to learn about my patient. It also allows the patient to learn about me and my practice and ask any questions.

I believe those first minutes with my patients set our practice apart. It is the beginning of building trust so that whether they have a healthy mouth or need extensive treatment, they are confident that my practice will work with them to maintain optimal oral health.

What does it mean to treatment plan your transition? It’s all about thinking strategically when it comes to the future of your career and the important relationships you will inevitably align with your goals.

Many dentists in the prime of their career decide it’s time for an associate to join the practice. Often it is because there is an overflow of patients or the senior doctor is interested in slowing down, taking more time off, and eventually planning for their retirement.   

Over the course of my career I’ve had four associates. One who took over a satellite practice I had purchased and three who moved on for various reasons. Even one who walked away from the “altar” when we had spent months planning to formalize the legal documents for a partnership.   

Lessons From a Professional Transition

What I’ve learned is that although the legal documents are important, it’s really the Core Values and Philosophy of the potential partner that form the glue capable of binding a solid long-term relationship.  

Once you have determined (usually with the help of a good practice management expert) that your business can financially support another dentist, it’s important to then reflect and put into writing the core values that are unique to you, your practice, and your philosophy of practice and life.

Share your core values with all potential associates and future partners. Make sure you are aligned in your principles and ideals. With a shared set of values you now have the blueprint for a successful future.  

I eventually found a partner to transition my practice to. It is our shared core values of Excellence, Relationships, and Balance that solidified our future and kept us on course for a successful transition.

What professional skills have you acquired over the years that have helped you throughout your career? 

There are four cornerstones of dentistry that determine a balance essential for true success. In Part 1 of this series, I discussed Clinical Services and Patient Care, which have an external focus on patients. They guide how you and your standards are viewed by your community and presented to them.

Now, I’ll dive into Team Participation and Practice Growth and Development. These two cornerstones have an internal focus that shape quality of life and internal direction.

All four of the interrelated cornerstones will impact success in dentistry, especially if one is out of balance with the others. Use them to identify your current reality, vision for the future, and action plan.

Cornerstones of Dentistry: Team Participation and Practice Growth and Development

Team Participation

Team participation is a tacit feature of all dental practices. Team members have a huge impact on the practice atmosphere, as well as the collective success of patient care. Individually, the level and quality of team participation must be cultivated and supported based on your practice vision.

You can seek out and hire team members who are passionate and keen on raising the practice up. You can also determine standards for teamwork built on healthy expectations, the fair exchange of ideas, and support of insights. You can design a culture that enables different opinions to thrive in light of shared values. You can share the ups and downs, as well as the pride and purpose, of working together.

Practice Growth & Development

You have the ultimate say in defining and instituting a standard for growth. In your practice, you create and have responsibility for meeting goals related to finances, size of patient base, size of practice team, and your schedule.

Your personal and professional growth is your decision. You can seek out opportunities that fit your educational desires and sense of monetary value. It’s not helpful to compare yourself to other practices, because their goals and how they achieve them will not be the same. The ‘return on investment’ for CE and other professional development can only be gauged by you.

Success in dentistry centers on four cornerstones that focus both externally and internally. Though they provide a clear foundation, of course every dentist and dental team will have a different sense of how to measure their success.

Part of what makes your practice unique are the standards you set in each of the four cornerstones: Clinical Services, Patient Care, Team Participation, and Practice Growth and Development.

In this blog, I’ll discuss the first two cornerstones and in Part 2 I’ll discuss the final two essential pieces of the practice puzzle. Together, they create a critical balance, especially in how they interact dynamically.

Cornerstones of Dentistry: Clinical Services and Patient Care

Clinical Services

Each dentist will have their own individual sense of what services they wish to provide and how they want to structure their practice system. With this kind of freedom, the clinician decides what standards of care are enforced and how they are applied to practice services.

Part of why dentistry is such an exciting and opportunity-filled profession is that this kind of flexibility exists. You can say what matters to you and design a practice that embraces your values. You are the only one who can determine your level of commitment.

Patient Care

It’s up to you how you will care for your patients. You are able to pursue aspirational paths of continuing to seek education, empowering yourself and others, and partnering with your patients and team.

You can also guide your patients and support them in reaching the highest levels of health they can. Along with your freedom to set standards for yourself, you can also decide how much trust you will share with your patients. Then, you can create relationships built on that degree of trust.

To be continued…

How do you define your values and vision in your dental practice? 

This blog is a continuation of an excerpt from Dr. Bill Davis’ upcoming Pankey Insider article. Here, Dr. Davis explores the concept of ‘play’ as a key facet of Pankey Philosophy:

Artistry, Dentistry, and Play

Anthropologist Ashley Montagu, in his book, Growing Young, lists what he calls “neotenous traits,” characteristics of a youthful attitude toward life. These include curiosity, love, friendship, taking pleasure in problem-solving, exploration, invention, imagination. All of these are facets of play.

Another dimension of play is that of creation. There is an element of artistry in dentistry itself, but many dentists also find pleasure and satisfaction in other forms of artistic creation, such as gardening, making stained glass windows, cabinet-making, restoring antique automobiles, sculpting.

Creativity can be therapeutic, as well as fun. A man in Michigan took up playing the bones when he was past 65 to try to reverse an arthritic condition in his hands. Today, he plays at folk festivals, concerts and other gatherings, and his hands are even more supple than ever. His spirit is supple as well.

Is there enough play in your life? Do you enjoy leisure activities with your family and friends? Or do you find yourself talking shop even while playing golf? When was the last time you asked a waitress or mail person if she or he had heard any good jokes? What activities do you do for the sheer pleasure of doing them?

Have you seen any good sunsets lately? Is there something creative that you’ve always wanted to do but “never had time?” Do you have an urge to ask your children to teach you skate-boarding or hacky sack? The longer you wait, the more you will miss.

What keeps you spirited and engaged in your dental career? Please share your insight with the Pankey community in the comments! 

In this blog excerpted from an upcoming Pankey Insider article, Dr. Bill Davis explores the contributions of Richard C. Cabot to Pankey Philosophy. Here, he focuses specifically on the concept of ‘play’ and how it can improve your work life:

The Philosophy of ‘Play’

Play is not merely recreation—it is “re-creation,” the child-like spirit that helps people renew themselves through all of their activities, including work. In his book, What Men Live By, Cabot compares the way a child walks to school—alive, aware, wandering, wondering—and the way many adults trudge to work—solemn, self-absorbed, head down, unaware of their surroundings.  

Notice how you walk down the street. What “background music” might accompany you? If it’s a dirge, experiment with smiling, breathing deeply, noticing your surroundings—even if you don’t feel like it. You might be amazed at how positively people respond to you.  

“Play,” Dr. Cabot says, “keeps the soul alive.” Play can be revitalizing, particularly in situations of overwork and stress. Dr. Carl O. Simonton, the noted oncologist, uses juggling to relax.

Some dentists enjoy the use of humor. One dentist, for example, invites his patients to send him relevant cartoons, which he laminates and posts on his bulletin board. He says seeing them reminds both him and his patients to “lighten up.”

Play is a means of expression. “All work and no play makes Jack a dull boy.” But play is more than “dull boy” insurance. It is an end in itself, a way of expressing yourself in the world.  

A friend tells of an old man who spent his days on a park bench talking with and entertaining people who passed by. No matter how poorly he was feeling, he shared with others “the jewels of daily life,” the gifts of humor and playfulness. Youngsters in particular were attracted to him, as they loved his stories and good humor.  

To be continued …

The end of 2017 is wrapping up a solid year of incredible dental blogs from our talented Pankey contributors. Our posts featured everything from techniques for occlusion and orthodontics to practice management and leadership.

There are tons of useful tips and plenty of information for dentists at every stage of their career on the Pankey Gram. Here, we’re compiling five pieces of sound advice from blogs in 2017 that are sure to get you excited for another year of practicing dentistry your way.

As Pankey dentists, we continue to strive for greater learning and growth in our professional and personal lives. Revitalize your hunger for education with these thought-provoking tips:

5 Clinical Tips From 2017 Pankey Blogs

1. Consider physiologic changes that occur over a lifetime when planning restorative dentistry.

In his blog on ‘Adult Growth of the Dental Arch,’ Dr. Roger Solow explored the slow craniofacial growth that can affect dentistry throughout a patient’s life.

2. Set splint therapy fees in such a way that you can actually make money off them.

In his blog, ‘How to Set Splint Therapy Fees,’ Dr. James Otten described how to individualize splint therapy fees and more accurately estimate therapeutic time.

3. Think like an orthodontist when advising patients on post-ortho care.

In her blog, ‘How Long Should Patients Wear Their Retainers Post-Ortho?’, Dr. Lee Ann Brady laid out important considerations for dealing with questions about retainers.

4. Recognize when patients are in denial and practice empathy toward them.

In her blog on communication, ‘From Denial to Acceptance and Action,’ Mary Osborne RDH enlightened with a description of patient denial in dentistry.

5. Improve you protocol for restorations by adding another dental assistant.

In his blog, ‘6-Handed Bonding,’ Dr. Mike Crete made his case for why an extra dental assistant can benefit dentists dealing with adhesive dentistry and tricky restorations.

And there you have it folks. Best wishes for 2018! 

Customer equity in the dental practice is the retention of existing patients and attraction of new ones. This ensures patients can have more of the dentistry they don’t realize they need. So how do you find and retain new patients?

Asking for New Patient Referrals

New patients come from a combination of invitations, referrals, and marketing. You can have much more control over internal marketing than external. This is the environment you create in your practice that incites patients to refer you to their personal networks.

You must create a safe, non-judgmental system for asking for referrals and having those important conversations in your practice. Most importantly, you must choose the right patients to ask, because some will be too difficult or unreceptive to the question. Some may also be patients that you don’t want extensive relationships with. In that case, you may thank them for offering, but make it clear you aren’t looking for new patients with a soft statement.

Asking for new patient referrals is made easy by the fact that you usually know immediately which patients will be receptive. These are the model patients who pay bills in a timely fashion, care about your suggestions, and are just generally amazing for whatever reason.

Identify potential patient ‘marketers’ in your morning huddle on a regular basis. Then pose the question to these patients in a casual, non-aggressive manner. You can be joking, vulnerable, honest, reserved … whatever tone you think will work best with that particular patient. The request should flatter them or feel good to them.

This is how you create and seize opportunities. It can also occur naturally if they compliment you, but there is no shame in being upfront about asking for referrals.

How do you handle patient referrals in your dental practice? Leave your thoughts in the comments! 

Dr. MacDonald continues Know Your Patient

What is always attractive to quality individuals is the same thing that is attractive to quality patients and the rest of the people in your life. Building strong relationships with your team will have a direct influence on developing good relationships with patients, but first you have to demonstrate attractive leadership qualities.

Delivering Relationship-Based Leadership

To me, the following statements are a safe place to start for attracting and sustaining talented team members:

1. You, the leader, believe they are important and their role is important and valuable to you.
2. You view each person as unique, valuable, and worthy of your respect.
3. They perceive the opportunity for growth and development (both skills and income).
4. They are given the authority to make decisions and have responsibility for their part of the practice.
5. They are on a team that can count on one another because they trust each other.

There are many more important aspects, but you get the idea. Your team is an extension of you. A caring high trust relationship between the dentist and their team that is observed and experienced by the patient will help the patient build trust with both. In fact, it is probably the key to the patient trusting you.

Belief & Trust

When we refer a patient to one of the specialists or technicians on our interdisciplinary team, it is made with confidence and conviction. That is possible because we know the doctor or technician and their team very well. We believe in their clinical skills, their integrity, and how they manage our patients.

This is the result of intentionally selecting each specialist and developing a relationship with them and their team. In that process, we have developed a protocol that outlines what we can expect from one another and what each of us is responsible for. We spend time together individually and as teams. They know how much we respect and value what they do. They express the same in return.

Knowing your patient is a model for the nature of your work and how to approach all of the key relationships in living out your WHY. Practicing this way makes dentistry much more rewarding and enjoyable. Enjoying all of the people in my practice world is what I want and how I want to experience my career. Thank you Dr. Pankey and all who have brought this to life for me and for many!