In many dental practices, collecting a patient’s medical history often involves simply handing them a form to fill out on their own. While this is a standard approach, it can
A recent session with one of our clients highlighted an important shift in how we approach our work. This client had always prided themselves on how much they could get
I was inspired to write this blog after listening to a conversation on a dental podcast, where a practitioner shared how, shortly after graduation, they found their daily work becoming
How often do you find yourself saying, “I have to…”? “I have to go to work.”“I have to make dinner.”“I have to deal with this difficult patient.” These phrases are
As a dental practice management consultant, I’ve often encountered resistance among dentists when it comes to sharing their fees on their website or other platforms. The reasons behind this hesitation
One of the perennial challenges of dental practices is managing patient late cancellations. Last-minute cancellations can disrupt the schedules, reduce efficiency and impact the practice’s production. However, by leveraging psychological
Over my years of interacting and assisting dental patients, I’ve come to realise that one of the most powerful tools in a dental team members’ arsenal is not just their
In recent times, dental practices, much like many other service-based industries, have encountered a surge in the occurrence of late patient cancellations. The impact of the COVID-19 situation has exacerbated
Dental practices are always looking for new ways to distinguish themselves from other practices and prioritising patient comfort is a promising avenue. Increasingly, I’ve observed dental practices offering their patients
You might have read the news of Labor’s industrial relations changes of employees’ “right to disconnect.” Essentially, it grants employees the liberty to ignore after-hours communications from their employers without
Team unity is a cornerstone of successful dental practices, and its significance cannot be understated. Amidst the daily hustle and bustle of running a dental office, fostering personal connections among
During a recent podcast interview, Will Guidara, renowned author of the national bestseller “Unreasonable Hospitality,” shared valuable insights on maintaining strong relationships, both in personal and business contexts. Will stressed
Today, I want to talk about something that might seem a bit unusual: planning for December 2024. Yes, you read that right – we’re looking ahead to next Christmas! You
Is staff sharing wage details a problem? Many dental practices would prefer their staff not to ask and share details of what each is paid. Some reasoning behind this could
We all know the importance of trust in our relationships, including the relationships we have with our working colleagues. Trust helps create safe environments to work and grow with one
It’s an exciting time for followers of AFL. It’s even more thrilling for fans of the Footscray and Melbourne Football Clubs. From the perspectives of teamwork, leadership and goals-achievement, I
I often speak to my consulting clients about the power of putting ‘bells and whistles’ on a situation. For example, when greeting a patient into the practice, it is perfectly
I used to struggle with speaking too fast, saying ‘umm’ too often and throwing in a few ‘you know’s and ‘basicallys’. It was always when I didn’t feel terribly confident
It was such a treat last week to watch Shawshank Redemption on free-to-air TV. I have watched this movie a number of times, and my enjoyment never wanes. The driving
One of the biggest obstacles dental practices have when considering team training is time. There is simply no time to do anything else other than to see patients. Dental practices
…It is my suggestion that in these situations, dentists are seeking success in the wrong result. They are attributing success to the patient booking an appointment for their advised treatment.
I suggest this is wrong…
Like people, every dental practice is unique. They deliver a range of the same services to the community, but the manner in which it is delivered is what sets practices apart.
The manner in which practices deal with unhelpful patient behaviours is one such area where different approaches abound such as:
turning up to scheduled appointments late,
failing to attend at all, and
not paying invoices on time.
I have witnessed a wide range of responses to these kinds of scenarios by practices.
At one end, there is the haphazard approach…(click below to continue reading)
You should have got it right. If you had been more mindful in the moment, you would have completed the task successfully… Your work colleague notices the mistake and brings
I recently went through the process of recruiting a receptionist for a client. I have advertised for dental team members for many practices over the years. And, as many of
There is a great saying that we “overestimate what we can do in one year and underestimate what we can get done in a decade.” Ever since I first heard
Podcasts. They are awesome! Want to know more about yoga? The Universe? How about discovering the unusual history of gnomes? There is a podcast out there for everyone! There are
The signs are varied.It can be the look of misery when they arrive for work.It can be the short and unpleasant message sent over the smartphone about something that displeased
If I were to ask you how happy your team members are, what would your response be? “No-one has come to me with a problem, so they must be happy.”
In this week’s blog, I am sharing a super little tool that I discovered yesterday. It is HubSpot’s email signature template and it is a quick and easy way to
I don’t think I am alone in this. Humans seem to have a primal need to be right, even when there can be a substantial cost. As you read this,
Many things are beyond our control. The world response to COVID has proven this in spades. As a resident of Victoria, and yet again in lockdown, I have deep concerns
We have all come across this person. Maybe you ARE this person. The complainer! The complainer is the one that sees the drawbacks to everything. There is no situation too
Are you a ‘glass half-full’ or ‘half-empty’ kind of character? If you are the latter, this article might inspire a shift in your mindset. Victor Perton, the founder of The
One of the first lessons that our parents teach us is HONESTY. And there is good reason why. Honesty is, in my view, the most important characteristic we develop as
In these recent blog articles, I have been considering the values that I believe are important for dental practice success. Values are an important factor in the development of your
Last week, I explored in my blog what my values would be if I still owned my dental practice. Professionalism was the first value that I identified as crucial to have
I have recently been considering what, if I still owned a dental practice, would the values of my business be. The core values of your business are useful to identify
Have you become better because of your envy of another? Let me explain… I was listening to a podcast conversation between UK comediennes Dawn French and Jennifer Saunders. French stated
I saw a great social media post recently that I think can help make 2021 a powerful year for you. And beyond! The post encouraged adopting a new hobby in
There is a dental practice that I drive past every now and then. It has a wonderful back-story. After realising that the current location could not accommodate their growth, the
You know that uncomfortable feeling you get? It often happens after you have had an interaction with someone and the result wasn’t all that ideal? It’s a feeling in your
Jordan Peterson, renowned clinical psychologist, professor of psychology and social commentator, is often noted for his sharp attire. This wasn’t always the case. Over the years and in the build
Pick up any business or self-management book and you will likely be asked the following question: “Where do you want to be in five years?” For some, the answer is
In a recent blog, I wrote that COVID-19 had seen many of us dropping down Maslow’s hierarchy of needs. Abraham Maslow was an American psychologist who developed a now well-accepted
Never before has it been so necessary to be ‘tuned-in’ to each other’s mindset. The reaction to COVID-19 has been wide and varied. While some appear relaxed and confident that
I remember a number of years ago after my first marriage ended, when I chose to sell my dental practice and move out on my own, I felt somewhat lost.
The impact of the COVID-19 restrictions on businesses has had the opportunity to be an employee relations crisis. Both employees and employers have been confused, distressed and rudderless in terms
COVID-19 has many people in the dental industry reeling. Just like the broader community, within our industry there are a range of responses to this challenging time, from low-level to
Turia Pitt is an Australian survivor. She is the ultra-marathon runner who was horribly burned by an out-of-control grass fire during a ‘Racing The Planet’ event. Turia endured months of
I came across this thought-provoking post on social media. ‘In the rush to return to normal, use this time to consider which parts of normal are worth rushing back to.’
Many of us have a lot to lose due to the Covid-19 social-distancing recommendations and laws. We may lose income, jobs and some will lose their businesses. But we won’t
We’ve all been there. Some of you may there right now. Feeling overwhelmed and ‘in a rut’, ‘in a mood’ or ‘in a funk’. It can happen in the morning
I read a fun quote on Facebook a few days ago that has stuck with me. “A strong person looks at a challenge dead in the eye and gives it
When I purchased my dental practice in 2003, I quickly discovered that I was going to have to ‘step up to the plate’. What I mean is that it would
Staff bonuses are becoming more common in dental practices. Bonuses are either a pre-established amount of one to several hundred dollars paid monthly, quarterly or yearly or a percentage of profits.
It is the first day of 2020 and may I wish each of you the very best for the coming year. New Years is a wonderfully optimistic time for many
While performing some research for one of my clients, I found the following article by Kenneth Burke. I thought the content was worthy of sharing because the telephone habits of
I have been listening to a couple of great dental podcasts this past week, both of which had the same interesting guest speaking about, among other things, stress and burnout
Using the word ‘but’ in your communication is normally warned against. You see, a ‘but’ negates or cancels out everything that is said before it. For example, “You look great
I have recently surrendered on an issue and it feels oh, so good! A dental receptionist I have been working with for many years, let’s call her Robyn, was tracking
I hear practice owners complain that team members are ‘stealing hours’. Yet these very practice owners are obviously focussing on every minute themselves. I hear practice owners complain that team
I remember when I was about 13 years of age. I was being a difficult child, and my mother, out of exasperation, gave me a book and said, “You need
“When a flower doesn’t bloom, you fix the environment in which it grows, not the flower.” This quote by Alexander Den Heijer is one that can shift your perspective immediately.
Earlier this week, in part 1 of this topic, I explored how your team deals with the issue of the price of dentistry daily. I ended part 1 with this
Your team deals with the issue of the price of dentistry daily. You develop systems to manage this aspect of treating patients, such as payment plans, issue verbal and written
If you have attended any of my webinars or online coaching programs, you will be aware that it is crucial to select the right mode of communication for the task
Alan Weiss is an American consultant, author and speaker. I subscribe to his blog and a recent post was written after he attended a dentist for a dental implant. Alan’s
If you are a resident of Melbourne, or have recently visited the southern state of Victoria, you will know that it is COLD! I have just arrived back from my
Reputation is important to dental practice success. Your practice’s reputation is both what your patients say about you (if positive, then more new patients visit you) and also what keeps
A colleague recently asked me online how to gauge job satisfaction. Given my years in the dental industry working in various roles and speaking to others through my practice coaching
There is much talk nowadays about the legal bases on which dentists are employed in Australia. In my early days of working in dental practices, and when I employed dentists
Clinical team members know too well what it is like to work with a grumpy practitioner or assistant. It’s awful! The signs are obvious. A brooding expression, demanding rather than
To be the best leader, you need: · to establish a COMPELLING vision; · to be supportive and act as a mentor; · to help find the answers to the important questions; and · to inspire
Life coach and self-help author, Tony Robbins, states, “Progress equals happiness. Even if you’re not where you want to be yet. If you’re on the road, if you’re improving, if
Yes! I am delivering a week of, what I consider to be, GOLD! I am always on the lookout for computer applications that I can use to make my work:
Yes! I am delivering a week of, what I consider to be, GOLD! I am always on the lookout for computer applications that I can use to make my work:
Yes! I am delivering a week of, what I consider to be, GOLD! I am always on the lookout for computer applications that I can use to make my work:
Front is an email management app. When you are the only one managing emails that come through to your practice, you can create your own folders and systems of follow
Yes! I am delivering a week of, what I consider to be, GOLD! I am always on the lookout for computer applications that I can use to make my work:
As a leader, do you often feel frustrated with some behaviours of your team? Are you annoyed at their lack of appreciation? Do they run out the door the second
Self-improvement consists of making small, incremental changes to your thoughts and behaviour that will result in a more positive experience of life. I would like to challenge you to embrace a specific small change. The
Poor attitudes in dental practices are not uncommon. Despite implementing systems and processes that support a customer-centric style of service, practices can still experience poor team-member behaviour. Common examples of
It is the first day of 2019 and may I wish each of you the very best for the coming year. New Years is a wonderfully optimistic time for many
A Passion Point to Ponder… 12 Wishes for Christmas, not the 12 days of Christmas. The 12 Days of Christmas is a famous carol, but not one of which I
This past weekend was a special one for me. JPPS collaborated with another business, Dental Management Expertise, and presented Dental Business Mastery, a 3-Day Conference in Melbourne. The event ran
It is said that culture is the collective personality of an organisation. Another definition is this: ‘Culture is what your people do when no one is telling them what to do.’
Many dental practices have adopted the method of SMS messaging to confirm their patients’ appointments. But how many of you include your patient’s first name in that message? I am
What stands in the way of your employees delivering great performances for you and your practice? There are several reasons why performance by your employees may be below what you
I was speaking with a dental team member – we’ll call her Mary – who posed an interesting dilemma. “During a social dinner, a friend complained of a dental problem
Every so often, I get to sit back behind the reception desk for a day. It reminds me how much I enjoyed the role. It also reminds me of the
Our working days are made up of situations that both run according to plan and are quite satisfying and those that are unplanned challenges that can be quite unsatisfying. We
Go to bed earlier. Eat healthier foods. Make that phone-call. Tackle that important task. We have lists of things that we know we SHOULD be doing. And we often berate ourselves
In a previous blog, ‘Opening Yourself Up To More‘ I wrote about the relevance of reflection, contemplation and new experiences to ensure you are moving through your life with purpose.
Traditionally, word-of-mouth referral was the strongest source of new patients for dental practices. For many practices, this is still the case. Despite the multitude of ways that practices have available
JPPS co-founder Charles Kovess and I recently attended an inspiring event that was conducted by A MOST interesting man. Dr Bruce Copley is a holistic educator, multi-instrumentalist, storyteller and presenter. He has
There are several situations in a dental practice that are bone-chilling; missing lab work, running way too late for a demanding patient…and getting the early morning phone call from an unwell
Dental Practices spend a lot of energy, time and money rolling out strategies to attract new patients. However, if it weren’t for the existing patients consistently returning for their oral
I attended a function last night with friends, and one of them, Harry, shared a great strategy. Harry has his own real estate agency in Melbourne and he fosters a very positive
How often do you give pay increases to your employees? Is it an automatic increase every year? Or does an employee prompt you into action? I am often asked what
Regular readers of this blog will know that one of my leadership strategies is to create an ‘emotionally-safe’ working environment for team members. Top performances are not possible when team
Achieving your goals is all about clarifying what your actual goals are and then taking action. Initially, it feels good. You have made a powerful decision for improvement in some aspect
Are you a ‘morning person’? Someone who wakes up enthusiastic for the coming day with energy to burn? While some team members may be bright and cheerful from the crack
When we are interested in a topic or outcome, we have the resources to acquire a large amount of knowledge in the area. There are books, articles, blogs, documentaries, websites
Dental practices that SUCCESSFULLY use advertising to attract new patients understand that posting an advert or two every now and then is woefully inadequate. Successful advertising requires the implementation of
Have you ever had the best of intentions, but upset someone anyway? Have you ever been under pressure and reacted poorly and upset someone? Have you ever had bad intentions towards someone
I can say with great conviction that the happiness I have enjoyed while working in dental practices over the years is due to my developing self-awareness. My developing self-awareness is
I had a visit with a new hairdresser last week, and I want to recommend them! I am recommending a particular system they have. I was happy with every step
I was onsite with a client a couple of days ago. The receptionist was asked by the dentist to call a patient’s medical GP for information. The GP’s receptionist was
“Patient Y needed a crown placed after a previous trauma to tooth 21 had resulted in root canal therapy being performed. It was explained and documented that the existing dark
There are few relationships where each person’s effectiveness and happiness depends so largely on the other, than in a dentist-assistant situation. The dentist-assistant relationship is unique. It reminds me of
Being a Victorian who is interested in sports, this past weekend has been a happy one. The Richmond and Melbourne Storm wins have raised the energy of the locals, with
I received some feedback after posting my last blog. The blog was Promises Promises… and it warned against making promises to new employees that you may not deliver on. The
Finding the right employee for your practice is not always easy. When you do find that special candidate, it is tempting to tell them everything they want to hear to
I wrote in a previous blog of the danger of choosing efficiency over function, where you issue your patient recalls in a way that generates bookings, rather than just choosing
Sir Richard Branson hit the nail on the head with this quote: “Train people well enough that they can leave. Treat them well enough that they don’t want to.”
If you are like me and observe dentists advertising messages that I find when searching Google, you will know there are 83,400 dental practices who claim to be the “friendliest”
What do you focus on when your patient is in the dental chair? I consider it likely that most dental providers will focus on the same things: providing the best
The patient has arrived for their insert and the lab work is nowhere to be found! The next patient’s crown preparation is about to start and all the handpieces are
The best and most successful dental practice owners are relentlessly on the lookout for areas that need improvement. They know the value of a key business principle that ‘everything counts!’
Most dental practice promotional dollars are spent on attracting new adult patients who are searching for a range of attributes such as gentleness, cosmetic dentistry, implants, convenience or emergency care.
“Did you see this Facebook post by our new dental nurse? How inappropriate.” “The boss is grumpy again. We should not have to put up with this. Let’s get the
It is common in dental circles to hear the following gripes about patients who do not schedule for advised treatment: “She said it’s too expensive, but look at the
It is commonplace in the dental industry that team members become ‘managers’ by default. They are promoted to Senior Dental Assistant, and are then required to manage other assistants. They
I recently worked with a client who was looking to hire a new receptionist. This practice had had difficulty in finding the person who was the ‘right fit’. Despite the
The search for a new team member can be daunting. You not only seek to find someone who possesses the necessary skills, but also someone who will fit in seamlessly
How do you improve your performance? I wrote about the importance of walking your talk a few blogs ago. You can read it here. In my previous two blogs,
Today I am sharing another hint on how to behave in a way that is more aligned with your values. A previous blog, ‘Walk your talk!’, challenged you to question
In my last blog, I wrote about the importance of ‘walking your talk’. Over my next few blogs, I will be sharing with you a series of hints on how
“The greatest way to live with honour in this world is to be what we pretend to be.” Socrates When asked in a professional setting what your values around team
While working on a project for one of my long-term dental practice clients, I came across a company that looked like it would suit the needs of the practice. However,
Dental teams change. As team members have children, alter their hours and then perhaps leave, dental teams employ new team members to fill the vacant roles. When your new team
In my last two blogs, I wrote about time management techniques that I have found effective. Shred that To Do list! encouraged you to get rid of To Do lists,
My last blog encouraged you to do away with your To Do lists and, instead, schedule tasks into a diary. Here is another helpful time management technique that I have
I attended a function last night and the topic of time management was raised. During my ten years of dental practice ownership, I read any business book I could get
How many great opportunities do you miss out on because you are waiting for perfection? “Done is better than perfect” is one of my many mantras. I can feel it
I love the energy that is generated when a team gets together to plan for the future. At such times, team members are functioning from their creative sides and are
Creating an environment of emotional safety for your team is one of your most important roles as a leader. I have laboured under the harsh leadership of a hard-to-please boss.
Dental practices are, or at least should be, on a constant search for new patients. There is a natural attrition that needs to be compensated for. Patients move out of
“Something needs to change!” I have had this thought on several occasions during my time working in dental practices. It happens in my personal life too. It is your
“I should talk to that employee about her poor performance.” “I have to tell the employee dentist he cannot have a pay rise.” “It’s not working out; I have to
I met Mariam recently, an interesting and inspiring woman. During our conversation, she shared her perspective that there are three mindsets that we can choose from when in conflict
I’m excited. Today I get to have a workshop with a colleague and….COLLABORATE! After working in a team environment for so many years in dental practices, the aspect I miss
Recalls are the life blood of your dental practice. Implementing an effective recalling system takes thought, research and tracking results to ensure it is the right system for your patient
What are your competitors doing? How can you find out? Who can tell you? Meanwhile, what are YOU doing? At times, we fall in to the trap of becoming distracted
“How did you find out about us?” is one of the most important questions to ask. The long-term success of your dental practice depends upon its sustainability. And you
Promoting your business can be challenging. Success requires an understanding of your target market’s behaviour, human psychology and buying responses, and the ability to design an effective campaign to suit your
Arnie, a colleague and friend, mentioned this winning idea of attracting your local community in to your practice! I’ve tweaked it slightly to be used for promoting dental practices. It’s
Being involved with a dental team whose members are experienced and effective brainstormers is my idea of a good time! Such teams can solve anything. It actually is easy for
I faked it…till I made it. I still do it today. I look at where I want to be and become, before I am there. It has been one of
One of the frustrations when working in a team is getting everyone to work in the directed manner. AFL football coaches frequently suffer such frustrations! Staff meetings become a place
It is an accepted rule in many dental practices to eject dental reps without as much as a “how are you?”. I was a dental rep for a short time
A successful Practice is much like a successful human being: those who thrive are those who access their passion and their skills, who discover how to adapt to their constantly
A number of months ago I was dropping in to a number of dental practices to inform them of an upcoming JPPS Presentation. I found the contrasting receptions offered by
Should I ask for that day off? Should I ask for that pay rise? I should ask that nurse to change her roster around. I can ask the receptionist to
In my recent two blogs, I spoke about my experience with my colleague, Rachel. She and I worked together twice. The first time, I was controlling and wanted everything done
In my previous blog, I wrote about becoming a better manager thanks to my experience with Rachel, a lovely lady with whom I had previously worked. I had been controlling
The lesson I am going to tell you about was a big one for me. It has stayed with me, and I tell the story to anyone who will listen.
I may be brilliant. In fact, I have a feeling we are all brilliant, all the time. The number of times that I have felt trapped in a challenge without
Not being an academic, I have always sourced alternative methods of education. Books, tapes, videos, audio…I researched everything I could. The introduction of the internet has now revolutionised our access
“What was I supposed to do now?” My mind was panicked. I felt desperate as I mentally sifted through all the ramifications of what I had been told. How did
Throughout my years as a dental practice owner, I remember times when different fears crept in and sat with me a while: “What if my practice is losing patients
I knew, when I first owned my practice, that in order to be successful, I would need to learn what I didn’t know. I knew nothing of financial reports or
I was always excited when I owned my dental practice. But I got SUPER excited in December. What excited me? New goals! Despite spending my whole year tackling the existing
I loved my years of dental practice ownership. I grew enormously as a person, and it is where I developed my skills as a leader. Someone asked me recently: “What
I, like many of us, learned early in life that we choose how someone appears to us. I recall a friend I had during my primary school years, Fiona. I
Have you ever been employed by a boss who inspired you to work harder? I can say that I have had such bosses! Contemplating what made these bosses special and
We all experience fear. We feel fear during life-threatening events such as narrowly avoiding a bad car crash, all the way to fears of performing in public or social situations.
In my last blog I wrote about ‘stuck thoughts’. These are the lingering feelings and thoughts that remain despite a challenging situation being resolved. The reason these thoughts and feelings
Have you done this before? A challenging situation arises at the practice. Everyone has their own thoughts of how best to manage it. A resolution is found and the issue
Encouraging staff to engage with the vision and systems that I implemented at my practice was a process I was eager to learn. I understood that a vital element to
I wrote in my last blog about discovering the deeper elements of: TRUST. That it is not simply being someone others can rely on. That trust develops over time and
Of all of the business books that I have researched, and all of the people management articles I have read, there is a word that is used repeatedly by all:
When I owned my dental practice, I had the roles of receptionist and practice manager. Not being confined to the surgery as most owner-dentists are, I relished the opportunity of
In my last blog I shared with you by ongoing wish to get better results. And, that to get better results, I have to BE better. To achieve greater and
Of all of my management skills, I am most proud of this one. I get better. I am better than I was when I started. I am better than I
Developing a set of principles that drive your leadership is one of the most important things you can do. But it can get tough… I have found that with each
In the last two blogs I have discussed my awareness around how my judging of people was hampering my success when problem-solving and reaching solutions to the many challenges of
In my previous blog I spoke about how I was sabotaging my effectiveness in problem-solving by falling in to a natural human behaviour: Being JUDGEMENTAL. Instead of being curious about
Managing a dental practice, like any business, is about finding solutions. Solutions to patients’ oral problems, solutions to the barriers that staff come up against when performing throughout the day
I am sure that I am not the only one that has fallen in to the trap of ‘Groundhog Day’. Getting up each morning, like every other morning, and doing
I have always loved working with teams. Identifying and overcoming the barriers of achieving top performance has been a consistent source of enjoyment and satisfaction for me. I have found
One of my unofficial mentors over the years has been Jack Welch, former CEO of General Electric. Welch is considered an expert in business and leadership, with the value of
Many tasks of everyday life in a dental practice can become tedious. Often the same person finds they always seem to be the one either taking the A-frame sign in
Getting the right person for the job can be a challenge. Each role within a dental practice requires a different set of skills. The nursing role requires a comprehensive knowledge
I have learned something from providing many performance appraisals in my time. They can be torturous! A badly handled performance appraisal that needs to communicate the need for improvement results
I have mentioned in the past that one of the best business books I have read is ‘Leadership’ by former lawyer and politician from New York, Rudi Giuliani. One
When I owned my practice I knew something for sure: that it was in my interests (and therefore the business’ interests) to be welcoming of all needs and comments from
If you want to build a dental practice where patients are beating a path to your door, then there is one person who can help you: your new patient. Successful
I was at an event with Charles last night and was speaking with a woman who has been running her independent travel agency for 24 years. I asked the question
An important element of the patient experience is the initial telephone interaction. During my years in dental practices (since 1987) I have attended many industry seminars and workshops, read
I have found when dental teams achieve success, it is often acknowledged, but rarely celebrated. We are very quick to turn attention to the next challenge, leaving the winning feeling
Following up patients on our ‘Incomplete Treatment’ lists is hard work. You are trying to convince someone why it is important to take action, and unless you are a master
Have you ever thought to yourself, “if I was first on the scene of a bad car accident, would I dive in and assist immediately, or would I look around
A couple of blogs ago I wrote about the importance of not sacrificing effective patient communication when deciding to automate your systems. Recalls is one of the processes that I have
There are a number of dental practices who are still enjoying full appointment books. These practices are often those who have been established for many years. Their patient base is
Technology is a marvellous thing. Clinically it has transformed how dentistry is performed, and provides an amazing range of treatment options for patients. So too there have been great changes
I learned early on in my time as a practice owner the importance of developing solutions to problems FAST. A stumbling block to this process that I used to experience is one
Over the years of being both an employee and employer, there here have been particular instances of employee unhappiness that have caused me to deliberate. They have been times when
I’m going to tell you a story. It’s a story of a time that I am not proud of…but am grateful for. Grateful because it established in me a commitment
Giving and receiving negative feedback is fraught with anxiety for all involved. For the deliverer it requires a thoughtful approach. But even when a lot of care is taken, the
It’s easy to let our days become monotonous. We turn up to the same place and perform the same general functions. If we do not make this time more meaningful,
When I bought my practice in 2003 I quickly learned that things were no longer straightforward. Whether I was organising finance for an equipment purchase, arranging a staff dinner or
It has been proven to me time and time again that the best way to raise the performances of those around me, is to lead by example. The ones within
The biggest reason for your patients to remain loyal to you is trust. Patients have trust in your abilities as a health provider and that you place their health interests above
When I became a business owner, one of my intentions was to become an excellent leader. I had experienced many great bosses during my years as a dental nurse and
When you own a business, you are placing yourself in a position where you will have an affect on many people. The way you treat your ‘stakeholders’, or the people
Like most of us, I have worked with passive aggressive people in the past. Some of you may be suffering under one as we speak. If you are, I feel
I was recently speaking with someone and the topic of paid incentives to staff came up. I have worked in a practice many years ago who tried out a bonus
Have you ever been surprised by a staff-member tending their resignation? You shouldn’t be. I say they should have felt safe enough, and seen you open enough, to share their
Self-control is a vital skill to master when you are managing a group of people. I know from my early practice-ownership days that certain situations would challenge me. Such as
During my 10 years of practice ownership, there were many opportunities to challenge my leadership abilities. On one such occasion, it turned out that I was more powerful keeping my
Your level of self-awareness plays a vital role in your ability to be an effective leader, manager or team member. To work well with others we must first seek to
The existence of TRUST is vital to the success of any relationship, whether it be a friendship, a loving partner or the relationship you have with your children. It is
Everyone wants happy patients…including the patient! Practices implement many and varied routines to aid in the happy patient, such as fresh coffee, aromatherapy and strong customer service. And I encourage all
Developing great relationships with your dental patients is one of the most effective ways to promote both patient loyalty and patient referrals. So, what can you do to establish these
Upset or angry patients can really throw you off your game. You find yourself feeling intimidated and reacting to them rather than being in control and using effective communication. Because
We live in this information age, where you don’t need degrees in marketing and business in order to learn how to run highly successful dental practices. We can research online
I am sure you have imagined how your life would play out if you lived without any self-doubt. Or, maybe you are afraid to see what that life would
It has always been obvious that a great receptionist improves the environment of any business and a bad one will be highly likely to have a damaging affect. However
I recently discovered this list of 6 qualities that make a charismatic leader, which was compiled by success.com. Over my many years of researching this topic of leadership, including reading