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I’m absolutely crazy about Dr. Wayne Kerr

I was lucky enough to see a presentation by Dr. Wayne Kerr earlier this year and frankly I was blown away. Wayne’s tales of success and failure from his 35+ year career in dentistry had me laughing hard and seriously rethinking a lot of what I thought I knew about how to succeed as a solo practitioner. I’m thrilled to tell you that Wayne is my special guest for an all-new webinar tomorrow.

“Winning the Long-Game in Dentistry” is filled with humor, great insights and proven business principles that improve lives, practices and financial health. I hope you can join us. A good time is guaranteed, especially during the live Q&A session. It’s going to be a wild one. Click here to register.

 

 

The Devastating Impact of Indifference

With the ever-increasing influence of social media affecting every business, it is more important than ever to be hyper-vigilant when it comes to the perception by your patients that you care about them. They need to feel that you care about them more than money, more than efficiency, more than your own sense of importance.

And understand that the opposite of caring is indifference. Think about how quickly and easily you perceive when someone is being uncaring or indifferent to you? How little did you like it? And did you post somewhere about it? Did you feel compelled to tell someone? Or did you just not use that service anymore?

It doesn’t matter if you’re not feeling particularly caring that day or toward that patient (and I’m talking about everyone on the dental team, not just dentist).  What matters is that they perceive that you care.  Which means maybe you have to act like you care, even if you don’t feel like it.  Because that’s the job.

This blog was inspired by a recent post by Seth Godin, whom I normally find extremely insightful, but this post was more akin to wisdom, and relates directly to creating a remarkable patient experience (my favorite theme!), so I’m going to quote it in its entirety here for you:

The Toxic Antidote to Goodwill,

by Seth Godin

 

Anyone who has done the math will tell you that word of mouth is the most efficient way to gain trust, spread the word and grow.

And yet…

It only takes a moment to destroy. Only a few sentences, a heartless broken promise, a lack of empathy, and it’s gone. Not only that, but the lost connection can easily lead to lawsuits.

Doctor, the surgery seems to have gone wrong!

It’s not my fault. I did a perfect job. Tough luck.

Architect, the floor is sagging, the beams were put in the wrong direction!

I don’t care. There’s a three-year statute of limitations, and even then, it wasn’t my job to ensure that the work met the plans.

Airline, my two-year-old can’t sit in a row by herself, and the agent on the phone said you’d work it so we could sit together!

It’s not my fault. If you don’t want to get on the plane, don’t get on the plane.

In all three cases, there are significant operational barriers to magically fixing the problem. But that’s not where the breakdown happened. It happened because a human being decided to not care. Not care and not express anything that felt like caring.

A human being, perhaps intimidated by lawyers, or tired after a hard day, or the victim of a bureaucracy (all valid reasons) then made the stupid decision to not care.

By not caring, by not expressing any empathy, this individual denied themselves their own humanity. By putting up a brick wall, they isolate themselves. Not only do they destroy any hope for word of mouth, they heap disrespect on someone else. By working so hard to not engage (in the vain hope that this will somehow keep them clean), they end up in the mud, never again to receive the benefit of the doubt.

What kind of day or week or career is that? To live in a lucite bubble, keeping track only of individuals defeated and revenue generated?

It turns out that while people like to have their problems fixed, what they most want is to be seen and to be cared about.

Of course you should use these fraught moments to reinforce connections and build word of mouth. Of course you should realize that in fact people like us get asked to recommend airlines and doctors and architects all the time, but now, we will never ever recommend you to anyone, in fact, we’ll go out of our way to keep people from choosing you.

But the real reason you should extend yourself in these moments when it all falls apart is that this is how you will measure yourself over time. What did you do when you had a chance to connect and to care?

Sometimes the only option is to reach deep into ourselves to offer up caring even when we feel we are too busy, too annoyed, too frustrated or too frazzled.  But this is when it makes all the difference.  And if it’s just a performance, so be it. Because what happens almost every time is that other person responds positively, warmly, humanly.  And suddenly you feel yourself genuinely caring. And find a way to solve the issue.

Tips to Overcome No-Shows

If you were lucky, you had a chance to hear Gary Takacs and I do a webinar on how to radically reduce no-shows in your practice. My marketing team enjoyed it so much that they thought it would be good to boil the points down to a tip sheet.   If you’re interested in laying your hands–or at least eyeballs–on the aforementioned sheet, click here!

To see the whole webinar and a whole slew of other great resources, sign up at our Futuredontics page here.

Cracking the Insurance Code

I’m not talking about treatment codes here. I’m talking about how to stem the revenue erosion that many practices are facing by accepting dental plans, and I’m doing it in a webinar with my good friend Bernie Stoltz, the CEO of Fortune Management. His company has helped more than two thousand practices solve this challenge and build strong practices with happy patients.

We will go into alternative methods of satisfying your patients needs without compromising your profitability, and how to make choices about accepting plans as part of an overall strategy.  If you’re hoping to thrive in the next decade, this webinar is a must!

It happens on Tuesday, July 11th at11 am PT / 2 pm ET.  Click here to register.

Here’s what we know already: “Insurance” is now the #1 reason people pick a new dentist. This game-changing consumer behavior is hurting profits at practices nationwide. Join me and Bernie and learn new, better ways to leverage your insurance and dental plan offerings to maximize production and patient satisfaction. Here are some highlights:

  • Why insurance is your #1 hidden marketing expense
  • Best insurance strategies for 2017 & beyond
  • Tips on choosing the right plans for your practice
  • Smart new alternatives to traditional dental insurance

Don’t miss this informative, fast-paced presentation followed by a live Q&A session.  And as always, if you register but can’t attend, you’ll be sent a link to the recording of the session. See you online!

50,000 Facebook Fans Can’t be Wrong!

I’m very excited about my upcoming webinar on June 14th.  It’s with Dr. Anissa Holmes who, along with being named one of the top 25 women in dentistry, also has 50,000–yes, 50,000–fans of her Facebook page.  I am in awe of this, and we’re going to dig deep into how she managed this.

She’s also going to talk about how to effectively advertise on Facebook, how she generates 50 new patients a month from Facebook alone, and even how to use Facebook to fill last-minute cancellations. We are going to pack your brain with social media wisdom, so don’t miss it!

That’s Wednesday, June 14th, at 11am PST, 2pm EST. Register by clicking here. As always, even if you miss the webinar, if you register you will get a link to the recorded version emailed to you.  You may just want to watch it twice!!