Posts Tagged ‘2000’

What patients did you see that brought more than revenue to your practice?

Wednesday, December 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us @ DentalManagementU.com

Dear Doctors and Staff,

Happy Holidays to one and all. As we come to the close of another calendar year, I hope you can reflect on the areas of your professional and personal lives that made a positive difference this year.

What patients did you see that brought more than revenue to your practice? What course did you take that made you a better dental professional? What procedure did you perfect that made it easy and more predictable? What staff member was hired that brought you joy rather than frustration?

So many times we get bogged down with the negatives of the profession, and fail to concentrate on the good. Make a list of the things you can do to make dentistry, your practice, and a co-worker s day easier, less stressful, and more fun professionally. Be a mentor to one of your co-workers, or someone new in the dental profession. It is only by teaching others that you as an individual reach your full potential.

One of the exercises I ask my clients to do each year on their annual retreats is this:

Hand each staff member 2 sheets of paper with these headers:

One of my goals in 2001 is to become a better time manager. List three things I can do to accomplish this.

1)
2)
3)

One of my goals for 2001 is to become a more effective leader. List three things I can do better.

1)
2)
3)

P.S. You won t be fired for honesty!!

Too many times the doctor forgets that the practice’s commitment level is only as strong as the leaders . Show me a practice where the dentist is clear in their focus, goals, commitments, and I will show you a staff who shares these goals. Show me and office where the dentist thinks, do as I say, not as I do , and I will show you a practice that gives lip service.

This month we honor all our active clients who have shown significant improvements in time management and leadership. They send their monthly monitors and call to arrange their tele-conference calls at a time that allows group interaction with the entire staff on speaker phone, Most importantly, they implement the ideas we shared with them.

AUSTRALIA/NEW ZEALAND TOUR

My 4th Speaking Tour to Australia and New Zealand went very well, with the best audiences ever. When the dentists and staff heard about our SunFun Seminars to Cancun and the Caribbean Cruise, they encouraged me to return to do a cruise off the coasts of Perth and Sydney in 2003!

Speaking of Australia, my client, Dr. Deanne Blazek, WI, and her dentist husband, Dr. Larry Heltzel, were in my Sydney audience November 4th. My sincere thanks to them for sharing the platform to field questions from the audience to give my laryngitis a break. It was great to have them interact with ideas from their two different practice perspectives. They also helped Don and me celebrate our 39th wedding anniversary at a lovely Sydney restaurant at the Rocks.

Our thanks go to our hostess, Ruth Port of Port Laboratory, Sydney for all the seamless arrangements. And, to our friend, Kathy Metaxas of Perth for hosting us in that city. The people we have met make this trip a definite highlight each time we go.

ADMC IN CHICAGO

One of our sponsors for the American Academy of Dental Management Consultants Meeting in October was Professional Practice Capital. They are a bank lender for the dental industry. They make loans to acquire dental practices, build dental offices, and they re-finance loans that can save dentists lots of money.

According to their President, Mr. Fred de Roode (Spring, TX) 281.419.0400 or www.ppcloan.com, they will prepare an Economic Valuation for any of our clients. If this is of interest to you, please contact Mr. de Roode and mention Dynamic Data. We are always happy to inform clients and readers of companies that put the clients needs first.

At the ADMC Meeting, I was also privileged to have lunch with two of my favorite consultants, Mr. Bent Ericksen and June Harper of Bent Ericksen and Associates. Bent is the number one person in dentistry who can offer assistance in hiring and retaining good employees. He and June have spent years dedicating their business to making it easier and safer to work with top notch people in the employee/employer relationship arena. They are experts in the office policy adaption process. They take the questions out of dealing with staff. They can be reached at 916.393.0973. Their website is www.Bent-Ericksen.com

EVIDENCE BASED CARE

Our thanks to Joe Blaes, Editor of Dental Economics for publishing Vicki Anderson s article on Evidence Based Care in the November issue. This may be the largest negative to impact dentistry in four decades! I was privileged to be invited to co-author this with Vicki. If you haven t read that issue, please do so.

As we close this year, my staff and I wish you and your staff and families a happy holiday season and an exciting New Year.

We hope to see all of you in Cancun in January or aboard the 4 Day Cruise in April. For more information call our Corporate office at 800.922.0866. Bookings are strong and the airlines have limited seats available these days, so don t delay. What better give to give your spouse and team in appreciation for their tremendous support for the year 2000.

Sincerely,

Linda L. Miles

Please keep in mind that this newsletter is being offered FREE in response to your request for information. If you would like to unsubscribe to Dynamic Data, please send an email to LLMiles@ix.netcom.com to let us know.

Miles & Associates – December 2000

Miles & Associates 4356 Bonney Road Suite 2-103 Virginia Beach, Virginia 23452

757-498-0014 757-498-0290 FAX 800-922-0866 Toll-free DentalManagementU.com

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The holiday season is upon us.

Monday, November 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

The holiday season is upon us as we enter the last two months of 2000. During this time of Thanksgiving, I would like to say thank you to the many clients, seminar attendees, associations and dental companies who have continued to support the Linda Miles System of Management over the past twenty-two years. My staff and I wish you and your families a bountiful Thanksgiving and a fun holiday season with families and loved ones.

ADA CHICAGO

One of the highlights of October was attending two days of the ADA Meeting in Chicago. It was great seeing all of my friends at the Academy of Dental Management Consultants (ADMC).

Belinda Bryant, incoming president, along with Susan DiGiambattista, and Betsy Wheat, past president, did a fabulous job of preparing one of the best educational meetings of ADMC.

Our corporate sponsors, including Care Credit, added to the success with refreshment breaks and a formal reception Friday evening at the Inter-Continental Hotel.

Our speakers included Dr. Jeff Carter and Dr. Harold Demaree of T.H.E. Designs. T.H.E. has teamed up with Pelton Crane to develop and innovative circuitry board (at the head of the patient) to store the technology “toys” that seem to clutter most treatment rooms. Call T.H.E. at 512.328.7744 for more information on their upcoming design courses. They have been an industry leader for over two decades.

Another fascinating presentation was given by Dr. Don Lewis on Employee Embezzlement and Fraud. With 25% of all dentists being embezzled from by un-authorized long-distance telephone calls to supplies, and outright loss of revenues, his book Employment Embezzlement & Fraud in the Dental Office: Scams, Schemes & Broken Dreams, is a “must read” for all dentists. For more information, or to hire Don Lewis as a speaker for your dental society or study club call 408.354.4144.

Our third speaker was Mr. Tim Breiding of Breiding Dental Marketing, out of Charlotte, NC. If your image on paper needs updated, call Tim at 800.489.9348, or visit him at www.breidingmarketing.com. Patients judge the dentistry by what they see. Make sure your logo, signs and practice brochure reflects the dentistry you wish to do more of.

CONGRATULATIONS

We would like to congratulate the two lucky winners of our SunFun seminar drawing. They registered through purchasing our new Dental Business Symposium. Dr. Charles Pybus of Amarillo, TX, and Dr. Gerald Rauchwarter of Eagan, MN, have the choice of joining us in Cancun or on our Western Caribbean Cruise.

HOLIDAY GIVING

For those reading this newsletter, if you have not yet selected your end-of the year holiday gifts for staff, how about surprising them with a trip to Cancun or a Cruise? Call my corporate office at 800.922.0866 for more information.

SPEAKING CONSULTING NETWORK 2001

The Speaking Consulting Network 2001 will be held June 1&2 for Level I attendees (1st & 2nd yr) and June 4&5 for Level II, and will hands-down be the best ever! Initial response has been strong, and everyone we have spoken with thusfar is extremely excited. Call Annie or Christy if you have any questions, or to register. Limited hotel rooms are available in Hilton Head, so call 800.334.1881 to reserve your room. Mention the Speaking Consulting Network for special rates while they last.

VIRTUAL CLASSROOMS

Office Administrators, don’t forget our Virtual Classrooms every other Monday evening are beginning in January. Get your name on the list now. It will be exciting to get to know others across the country who share their views and ideas.

Please keep in mind that this newsletter is being offered FREE in response to your request for information. If you would like to unsubscribe to Dynamic Data, please send us an email to let us know.

Miles & Associates 4356 Bonney Road Suite 2-103 Virginia Beach, Virginia 23452

757-498-0014 757-498-0290 FAX 800-922-0866 Toll-free www.DentalManagementU.com

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Evidence Based Care will be the new threat to dentistry.

Friday, October 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

EVIDENCE BASED CARE

Evidence Based Care will be the new threat to dentistry. We have survived the throes of OSHA, computer conversions, integration of new technology, managed care, and DMSOs . Just when the economy is at an all time high for practices in every corner of the US, this new threat to dentistry rears it s ugly head.

As stated in my September issue of Dynamic Data, and in my upcoming article in the November issue of Dental Economics, co-authored with Vicki Anderson, dentists in the grass roots need to be aware of the newest twist of fate for their patients employee benefit plans. Just when we thought the benefits to patients would improve, insurance companies are working to dilute quality care. Vicki Anderson, Editor of Insurance Solutions Newsletter, first alerted me to this movement. Dr. James Pride had an excellent article in a past summer issue of Dental Economics which was hopefully read by all. If Evidence Based Care comes through, unless dentists can prove that their patients are at high risk for dental disease, prophys may be approved for every 12, 18, or 24 months and BWX every 24 months. This is even more reason for every general practice to have a strong early diagnosis perio protocol in place. Without proper diagnosis, referral letters to periodontists, and charting, practices may see their entire hygiene departments weaken. For those of you reading this letter who say, this won t affect my practice. Our patients are so well educated, they will come back as recommended even if it is out- of pocket , may be in for a few surprises. Even well-educated patients are Insurance dependent.

ENJOY LIFE

Fall is in the air!! While enjoying the company of our friends from N.Z., Dr. Don Wallace and his wife Heather, my husband Don and I were able to enjoy three magnificent days as tourists to our part of the world. Virginia is a beautiful state this time of year. We walked on the boardwalk at the beach, strolled the Chesapeake Bay beach, went to the Marine Science Museum and enjoyed a day in historical Williamsburg and the Blue Ridge Parkway. How long has it been since the many busy dentists reading this newsletter have taken three days mid- week to play hookie from their practices and just enjoy life? The American working couple stays so busy, they rarely have what I call selfish time. No wonder busy people burn out from the same routine!!

After talking to two widows of my clients this past month, and consulting a practice (when the 54 year old doctor had to sell quickly due to a serious health problem), I realized the precious commodity of good health and life, I urge each one of you to take more time to do the important things in life with the people who mean the most to you. Plan a mini three-day selfish time get- away. You will be amazed at how well it makes you feel. And you will have a great year in spite of these mini-vacations. Once you see production rising, you will start having these excursions quarterly!!

TECHNOLOGY SUMMIT

Last month, one of the highlights of my travels was my tour of the DENTRIX facilities in Provo, Utah. The Summit 2000 Meeting invited 30 consultants to dentistry as their guests to network with their staff of 275. In my 22 years of consulting, I have never been more impressed by a company than I was with DENTRIX. The support, product, mission, and people make DENTRIX the winner it is in the industry.

CLIENT OF THE MONTH

Our October Client of Distinction is Dr. Greg Wych, of Irmo, SC. Greg s practice attended my Hinman seminar four years ago. I have visited their office twice and met with the entire office for a Total Team Retreat in Jamaica. The practice has doubled and continues to grow even in a small town. Dr. Wych keeps up with the latest in clinical excellence, facility updates, new technology, and staff development. He rates in the top « of 1% of solo practices in the US production-wise. He also enjoys a four day work week and many hobbies including golf. We are proud of this supreme practice and feel proud to say we know and work with one of the finest practices in dentistry. Our congratulations to the entire team and Dr. Greg Wych.

STAFF APPRECIATION GIFT

If you haven t decided how to reward your team for a year well-done, call 800-922- 0866 today to register for one of our SUNFUN SEMINARS to Cancun in January or the 4-day W. Caribbean Cruise aboard the beautiful IMAGINATION cruise ship. We will gift wrap your confirmation information to present at your year-end parties if registered before December 1st. For dates, call, or see my complete itinerary on our website.

Don and I will be off to NZ and Australia mid-October to November 6th. It will be great to see our many friends down under . Have a wonderful month of October and a strong 4th quarter. If my consultants or I can be of further assistance, please email or call our Corporate Office in Virginia Beach at 800-922-0866.

Sincerely, Linda L. Miles, CSP,CMC,CEO

Please keep in mind that this newsletter is being offered FREE in response to your request for information. If you would like to unsubscribe to Dynamic Data, please send us and email to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866 or 757.498.0014. On the web at www.DentalManagementU.com or via email at LLMiles@ix.netcom.com.

Miles & Associates – October 2000 Miles & Associates 4356 Bonney Road Suite 2-103 Virginia Beach, Virginia 23452

757-498-0014 757-498-0290 FAX 800-922-0866 Toll-free www.DentalManagementU.com

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Is your practice on track for at least a 15% increase over 1999?

Wednesday, September 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

At the end of September we enter the last quarter of 2000. Is your practice on track for at least a 15% increase over 1999? Most practices increase fees by 6-7% annually. Another 6-7% increase should come from improved efficiency, effective scheduling, reduced broken and changed appointments, better teamwork, and higher degrees of case acceptance through improved communication with patients.

Have you planned your 2001 Office Retreat of morning learning sessions with afternoons off? It’s fun to celebrate the success of 2000 while setting goals for 2001. Many dental professionals are so busy working in their practices, they don’t have time to work on their practices. Retreats offer a revitalization of commitment, enthusiasm, teamwork, and pride in the profession of dentistry for dentists and staff.

Going to an off-site resort area for two or three days is a great way to be very creative. In 2001, our team of consultants will host retreats in various resort areas. Each week-long session will allow each consultant to work with three practices in one of our pre-arranged locations, or you may bring the consultant to your selected location. Request either Monday and Tuesday mornings, Wednesday and Thursday mornings, or Friday and Saturday morning. Call 800.922.0866 for more information and dates. We firmly believe that happy, well-trained staff are more productive and stay with their careers longer.

We are happy to report that more than 300 people are registered for the April 2001 Western Caribbean Cruise in the first 90 days of marketing! Our sincere thanks to Care Credit, our sponsor for this SunFun Seminar as well as Cancun in January. For those in our readership who have not yet registered, call our staff today for the team-building seminars of the century.

We have had a great response for our Virtual Classrooms. All Practice Administrators who wish to register for the 8 weeks of Monday night telebridge classes should call Annie, Christy, or Lee to get their names on the list. Class begins mid- November. Networking is the best way to learn valuable insight into the joys and challenges of practices just like yours.

CLIENT OF THE MONTH

Monthly, we will begin highlighting a Client of the Month. This is a practice we have enjoyed working with over the past years. Our Practice of the Month Award for September goes to a very special client office in Tuscaloosa, AL. Dr. Robert Davis, Dr. John Marshall and Dr. Del Shoffner. My first visit to Dr. Davis’ solo practice was in 1987. I have had the pleasure of watching this practice grow from a one-doctor practice to a fine group of professionals. If I could pin-point three reasons for their tremendous success, they would be:

1) Love of the profession and keeping in tune with changes.
2) A highly skilled team of committed dentists and staff.
3) Dr. Bob Davis’ sense of pride and leadership ability. Also, his desire to bring out the best in his co-workers.

It is always good to revisit each practice for reassessing and new goals. Keeping in touch through monthly monitors and conference calls continues to be a source of enjoyment and excitement.

MARKETING TIP OF THE MONTH

One of the highlights of this past month was hearing from Michele at Dr. Chris Cooley’s practice in the Memphis area. His staff went one step further than the toothbrush baskets idea I have shared with many clients. They targeted the local schools and delivered baskets with imprinted toothbrushes and floss, erasers, crayons, pencils, and a 6” ruler with the phrase, “How does your smile measure up?” Way to go, Dr. Chris and Staff!

It isn’t too soon to start adding to your monthly statements, the following phrase, “Avoid the end of the year Insurance rush, call today to maximize your employee dental benefits.” Patients love the fact you wish to help them. The insurance companies aren’t too keen on assisting patients in maximizing their employee benefits, but what else is new??

One of the highlights of September will be that Don and I will be hosting Dr. Don Wallace and his wife Heather from New Zealand. Don and Heather were our hosts in N.Z. 2 years ago. Their picturesque practice overlooks a beautiful lake there in New Zealand.

Don and I are also looking forward to my 4th speaking tour to N.Z. and Australia this Fall. My client, Dr. Deanne Blazek and her husband, Dr. Larry Hetzel from Wisconsin will be meeting us in Brisbane. Our Speaking Consulting Network friends, Kathy Metaxes and Dr. Denis Cosgrove, will be on hand in Perth. We sincerely thank our dear friend and host, Ruth Port of Port Laboratory, Sydney, for the invitation to return to our many friends and followers down under.

Last, but not least, my sincere thanks to my own super staff for making 2000 a fantastic year thus far. Our consultants are exceptionally busy, my calendar for 2001 is nearly filled to capacity, and we are starting to organize 2002! The world of dentistry gets better each decade.

Please keep in mind that this newsletter is being offered FREE in response to your request for information. If you wold like to unsubscribe to Dynamic Date please send us an email to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866, or 757.498.0014. On the web at www.DentalManagementU.com, or via email at LLMiles@ix.netcom.com.

Miles & Associates – September 2000

Miles & Associates 4356 Bonney Road Suite 2-103 Virginia Beach, Virginia 23452

757-498-0014 757-498-0290 FAX 800-922-0866 Toll-free www.DentalManagementU.com

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The second half of 2000, making it a banner year

Sunday, August 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles and Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

As we bid summer farewell in just a few weeks, I hope each reader has had a nice break from the day to day operations of their dental practice. It’s nice to feel refreshed and ready to go full-force the second half of 2000 to make it a banner year.

September marks the busy schedule for speakers and consultants. This year we have been overwhelmed with requests for in-office consulting as a result of my new Dental Business Library video series. We are thrilled to hear from many former clients, and those we have not yet met.

NEWS BREAK

Just when we think we have heard every trick in the book for dental insurance companies to avoid paying dental benefits, READ THIS…………..

According to the August issue of INSURANCE SOLUTIONS NEWSLETTER (I highly recommend subscribing to this. See the end of this article for subscription information), major carriers are feverishly working to develop EVIDENCE BASED CARE processing policies. This means they will require dental teams to prove patients need even the most basic services. Hygiene departments will be turned upside- down as patients who are considered low or average risk discover that prophies are covered once in 12, 18, or 24 months. Bite-wings may soon be limited to every 24 months unless it can be proven the patients are at high risk for dental disease. The trickle-down effect of this can be monumental to the operative side of the practice, labs, dental supply companies, major meetings, and the list goes on. Forget what it will do to the dental profession as a whole, what about the neglect that will result in each patient’s mouth as they eliminate their twice per year preventive care appointments? The dental office of the future will become a clinic of emergency patients.

What can we do individually and as a group of concerned dental professionals?

1. Subscribe to Insurance Solutions Newsletter and attend Insurance seminars to stay “on top” of what is happening.

2. Make sure your state association has a copy of the newsletters that keep them on the cutting edge of information.

3. Alert your patients that the employee benefit they thought was ineffective to their needs is about to get worse.

4. Notify your patients that neglecting preventive care appointments is like neglecting their automobile maintenance. In dentistry, taking care of small problems before they become major and expensive, may save the insurance companies money at the patient’s expense.

To subscribe to Insurance Solutions, call 888.825.0298 (WA) or FAX your name, address, and telephone number to 425.222.3594. You may also mail your subscription to Insurance Solutions, P.O. Box 880, Fall City, WA 98024. Subscription price, $89 for 1 yr or $149 for 2 yrs. Vicki Anderson, Editor can be reached at amds@ncfweb.net or www.dental-ins-solutions.com.

Insurance Solutions Newsletter is published bi-monthly by American Dental Support, LLC. CDT-3 is owned and copyright protected by the American Dental Association. American Dental support, LLC is authorized to publish CDT-3 under license #2002205.

QUESTION OF THE MONTH

Q: We started the trip kitty fund for continuing education which means we all work an extra half-day per month and donate our four hours of time to building our CE fund. Because our hygienists earn more per hour than the rest of the staff, they don’t think it’s fair for them to be contributing more.

NOTE: For those readers who do not have a copy of the Trip Kitty, you may request a copy from our office by email or FAX. Each office opens an interest-bearing Trip Kitty account by placing the average half-day’s production amount into the account monthly.

A: Even though hygienists earn more per hour, this is not asking anyone to contribute their earned dollars, this is simply a donation of one’s personal time. It should be realized that the industry as a whole agrees that hygienists should be paid more for their educational background and their contribution to the practice in the form of patient education. It is also a known fact that the other staff’s personal time, as well as the doctor’s, is as important to them as to the hygienists. There are two options: 1. Invite the hygienist not to participate in the 4 hours per month or the CE experiences by bringing in a sub., or 2. Invite them to see the Trip Kitty for what it is, a donation of personal time to make major meetings and fun retreats a possibility.

In the first 8 weeks of marketing our Cancun and 4-Day Western Caribbean Cruise, we have close to 100 people registered for Cancun (Jan) and over 200 people registered for the Cruise (April). If you have not yet registered, or need more information, please call Annie or Christy at my office 800.922.0866. Or call Kathleen at Executive Travel at 877.524.8466 to reserve your rooms or cabins. There are several offices that wish to go through their own agency to reserve rooms, cabins and airfares. Due to the heavy penalties we face if our reserved rooms or cabins are not used, we must adhere to using the arrangements we have already made. Also, Executive Travel Services is sponsoring several receptions, the breakfasts in Cancun, travel to the Beach Party in Cozumel, etc. Only those booking through Executive Travel will be invited to participate in these special functions.

In addition, all port charges, gratuities, taxes, and superior rooms for both SunFuns are part of Executive’s package that no other agency offers. REWARD YOUR HARD WORKING TEAM WITH A SUNFUN SEMINAR TO CANCUN OR THE 4 DAYS CRUISE.

My 4th tour to Australia and NZ will be the end of October and first week in November. I will be home two days and off to the wonderful Dentsar Seminar in The Caymans. A busy second half of 2000. Anne Knouse, Vicki Turner and I will be spending a week in February with nine clients who wish to have their Follow-up Consultation in Jamaica. Two half-days of consulting with each group and afternoons free. Call the corporate office if you are a client and this location is of interest to you.

The following is a client’s CONSENT FOR TREATMENT form they wished me to look over. This is especially important when the original treatment plan changes after the original plan has been presented.

PATIENT NAME: DATE: TREATMENT: REVISED TREATMENT:

We are conservative in our treatment, but due to the unpredictability of some teeth, we wish to inform you that treatment is diagnosed to the best of our ability. There are, however, some teeth that may require more extensive treatment than anticipated. Changes may occur in a tooth without any warning. Some of these changes can be remedied with a simple bite adjustment, others may require a different type of restoration.

We will always inform you of any changes in the treatment scheduled and the additional fees with that treatment.

I understand that unforeseen circumstances may arise to change my original treatment plan, and I accept responsibility for all necessary fees relating to additional needed treatment.

Patient’s signature Date

Dentist’s signature Date

The LLM 5th Annual Speaking Consulting Network will be held June 1-2, 2001. The Crowne Plaza Resort on Hilton Head Island is the setting for this annual event. SCN was founded in 1997 for all independent speakers and consultants who wish to start or enhance their own speaking or consulting businesses. We are so proud of the many members who have become very busy due to their talent, hard work, and the Network experience.

Due to the phenomenal growth, Level I on June 1-2 will be for first and second year members. Level II will be for the advanced members the following Monday and Tuesday, June 4-5, 2001. This past year, Dr. Paul Homoly’s 90 minute session on platform skills was so well received, that next year he will be presenting a three-hour session on Monday, June 4. Some of the advanced members will be asked to present in his session of coaching. Dr. Chuck Parker, who was also a hit with his virtual classroom information, will be presenting on Tuesday, June 5. His topic will be creating virtual groups, electronic newsletters, and how to consult without traveling. We invite all seasoned and new speakers and consultants to attend next June.

On Wednesday and Thursday, June 6 & 7, 2001, Dr. Paul Homoly will hold his Business of Speaking, two-day workshop for SCN members or anyone in the dental industry who wishes to hone their skills as a speaker.

We are presently working on the Holiday Dental Conference Total Team Concept for December 2000, and the Hinman, March 2001, who is hosting me for two morning sessions and our team of consultants for two half-day breakouts of hands-on practice management.

For more information on the services we provide, look us up at www.DentalManagementU.com

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an email message to LLMiles@ix.netcom.com to let us know.

Miles & Associates corporate headquarters may be reached at 1-800-922-0866 or 757-498-0014. FAX us at 757-498-0290. On the web at www.DentalManagementU.com, or via email at LLMiles@ix.netcom.com

Miles & Associates – August 2000

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Role Modeling

Thursday, July 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

Welcome to our third edition of Dynamic Data. I have received many responses from our first two editions, and the feedback I receive helps me in my mission to keep our readers on the cutting edge of practice management.

ROLE MODELING

Have you served as a mentor to a dental professional lately?

Role models are very important, especially in dentistry. As a dental professional, we go through many highs and lows, and it is wonderful to have a mentor to look up to. Someone who is supportive, outgoing, and helps us remember why we chose dentistry as a career.

As many of you know, Dr. Richard S. Wilson of Richmond, VA is my mentor. He helped me get where I am today.

He ^GHires ^GTrains and ^GTrusts his entire staff to reach their potential.

Look at your team. Have you put your trust in them? Have you shared with them the necessary tools to allow them to feel confident in their responsibilities? Do you show them your appreciation of a job well done?

HIRE

Place an ad in your local newspaper. State exactly what your are looking for. Use words such as: enthusiastic, goal-oriented, caring and dependable. Think of words that truly describe the personal traits you are looking for, without coating the position. Let’s face it, if you make the job sound good (corporate benefits, 4 day work week, excellent salary and bonuses), the applicants reply for that reason. If you attract the right personal traits, you can teach the dental part of each position.

TRAIN

Train your staff to give the caring, meaningful attention to each patient that your practice portrays. During training, emphasize the impact of talking dentistry among the staff and to your patients. Training also includes understanding the Mission Statement of the office, and assuring that each staff member understands their part in achieving the goals of the practice.

Remember, your practice is only as strong as your weakest link!

TRUST

Having trust in your team is a necessity for a productive, harmonic office. Take pride in the knowledge your staff portrays. Know that they are working for the betterment of dentistry. Recognize them for a job well-done.

If you were to ask your staff the following question, what would their answers be? “Did you get up looking forward to coming to work today?” Too often we tend to overlook the fact that it is not only our business, but also their career. If staff members are unhappy where they are, they will find another office. Happy staff produce 3-7 times their salary, and unhappy staff will cost the practice thousands per year.

THE QUEEN BEE

Occasionally an office has an employee who thinks they are indispensable. They play havoc with office policies and management. They wield their power upon the team by keeping the under-current of turmoil at peak levels.

Dentists who fear losing Queen Bees should realize that they continuously lose other good employees because they allow QB to stay on staff. In essence, they pay her to create office stress.

On occasion, I call on my Speaking Consulting Network Members to assist me with the difficult task of informing a client “QB must shape-up or ship-out.” Here’s a peek into the case history of one practice.

Case Study

I have a favor of each of you. An office I had a teleconference with has a real Queen Bee situation going. Two great dentists, a hard working staff, a newly appointed administrator who is smart, fair and valuable to the practice. The QB is the treatment coordinator who has been there 16 years. The OA has been on staff three years and truly has all the qualities of a leader. The doctors are extremely good to the staff, but QB continues to “poison the well” with comments to other staff such as: “these doctors have plenty coming in, they need to share the wealth with us”. She continually refuses to adhere to the new office policy manual and says to the OA, “I have never answered to anyone except the doctors, and I don’t plan to start now”, or “I could leave the office sooner than two years, but they don’t want that”. (Her husband plans to move them back to his home state in two years.)

I have given the OA my sentiments on the situation, but I would like an email message from each of you to see if anyone has a better idea than mine. Anyone in the position of OA will have a hard road to hoe with QB there. The treatment coordinator makes $8-10/hr more than the going rate in the area of the practice, yet she is never happy and has many of the other staff complaining about salaries, etc.

I promised I would take this to the SCN Panel of Experts. And, I will share the results with each of you on another email shortly.

Respondent #1

I’ll give you my 2 cents worth even though I have no experience from the practice end. From the doctors perspective (since she only listens to the doctors) have they firmly established the chain of command and supported it? Have they clearly defined the OA’s responsibility and authority? If they have not, then they are a big part of the problem which needs to be addressed first. If, or once that has been established, the OA then needs to begin addressing the treatment coordinator’s behavior with examples and an action plan for improvement. Since the treatment coordinator has stated she is leaving or could leave at any time, I would begin a written documentation trail. The OA then needs to review the action plan for improvement with the treatment coordinator for implementation and progress. If no improvement is made, and she continues to be a cancer with the written documentation, you are prepared to cut her loose and you have given her every opportunity to succeed. Since her concern was “spreading the wealth”, has the practice addressed that by setting up incentive plans that reward on profitability?

Respondent #2 I had a very parallel situation in my own office about 10 years ago. My QB was one of my clinical staff….in this case, one of my hygienists. She was really undermining everything. I tried everything to turn her around, but it did no good. One day, I fired her! The result, a relieved staff, patients who commented “we wondered who was in charge?” (a lot of them!!), and an instantaneous increase in morale, and PRODUCTION. Need I say more? Thanks for asking my advice!

Respondent #3 With relation to your case study, as I am not in the specific biz like you and the others, I feel less than qualified to respond. However, from my perspective as an association exec.. and one who knows MANY dentists/offices/staff, I KNOW the ones that are “THE BEST” are those which function as a cohesive team for the betterment of all. To have a negative influence like QB is to lasso the practice and tighten the noose! I’d kiss her goodbye…the sooner, the better!

Respondent #4 About the QB situation, you know that she is not going to quit running her mouth. She has this feeling that she has been there so long that she is indispensable. She will probably try to thwart everything you say or try to implement for the good of the practice. My feelings are that she needs termination. Depending on her state (at will or not) the proper protocol needs to be followed. If this OA is good, she (along with the doctors) should have a heart-to heart with her and lay it on the line. “We need you on our team, not working against us. If you can’t work with us, you are invited to leave. We will not tolerate gossip or negative talk about the practice, and you are expected, just like everyone else, to adhere to the office manual. Consider this your warning.” This would probably anger her enough to make her get out, or motivate her to shut her trap. I do not like disloyal employees! Such hypocrisy, to stab those in the back who provide the livelihood.

I have exciting news: If you are currently receiving this newsletter and you are joining us for a SunFun 2001 seminar, you can receive a courtesy of 10% off tuition fees if you register before July 31, 2000! Call Annie at my corporate office (800.922.0866) and tell her you read it in the newsletter. If you have not yet called Executive Travel (877.524.8466) for information, I recommend you do so quickly. We have had many inquiries, and these have been sell- outs in the past!

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data, please send an email message to LLMiles@ix.netcom.com to let us know.

Miles & Associates corporate headquarters may be reached at 800.922.0866 or 757.498.0014. FAX us at 757.498.0290. On the web at www.DentalManagementU.com, or via email at LLMiles@ix.netcom.com.

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Welcome to the second edition of our exciting e-newsletter

Tuesday, June 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscription ) details, as well as Miles and Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

Welcome to the second edition of our exciting e-newsletter, Dynamic Data. Our mission is to bring each office the latest in ideas, questions & answers, staff issues, and marketing. By request from many of our followers in the past 22 years, we will include an updated itinerary in each issue.

Our happenings the past month include: The 4th Annual LLM Speaking/Consulting Network in Las Vegas with close to 50 people in attendance. Mr. Bill Brooks, CEO of a multi-million dollar speaking/consulting business was our featured speaker. Dr. Paul Homoly was a guest speaker on platform skills, along with Dr. Chuck Parker, who shared with the group the concepts of Virtual Classrooms.

SCN was started in 1996 to assist independent speakers and consultants in the formation or acceleration of their own speaking/consulting businesses. The field of speaking and consulting in the dental industry is in demand more each year as dentists realize that management of their practices is as much an art and science as clinical dentistry. SCN 2001 is slated for Hilton Head Island, Friday & Saturday, June 1-2. The advanced course for those who have attended at least two of the basic SCN s will be Monday & Tuesday, June 4-5, also at the Crowne Plaza Resort, Hilton Head, SC. Register now for 12 monthly payments automatically deducted from your credit card on the 10th of each month from now until May 10, 2001.

Also, in the month of April, I accompanied one of my top clients to Jamaica for their annual Follow-Up Consultation in the form of a RETREAT IN PARADISE. Upon arrival we had dinner that evening. On the first morning, I individually interviewed the staff poolside, then met with the dentist. The second morning we held a four hour team meeting to talk about the strengths, weaknesses, and new goals of the practice. Each afternoon and evening was free time, but the all-inclusive resort made it fun to spend much of the down-time visiting and relaxing at the beach or pool. As I floated on a yellow raft in the turquoise pool, overlooking the ocean on that cloudless Sunday morning, I realized I may never be able to consult in a regular setting again! I have spoken with our travel agency, the resort near Montego Bay, and my consultants about doing this again next year. We are all available to spend a week in Montego Bay next February 12-17, 2001. We will work with 4 offices Monday & Tuesday morning, another 4 offices Wednesday & Thursday morning, and another 4 offices Friday & Saturday morning from 8AM-12PM. Call Annie Seela at the corporate office at 1-800-922-0866 to arrange your Follow-Up Consultation. We will gather the same practice stats, schedules, doctor and staff questionnaires, etc. We look forward to working in paradise with 12 client offices next February.

How are your numbers for the first half of 2000? Our consultants, Anne Knouse, FL; Vicki Turner, TX; and Denise Holick, NJ, (PEDO), are all reporting huge improvements in their clients net and gross incomes. Our clients are having their best year ever. More importantly, their staff members are happy, have initiative, and are supporting each other as true team players throughout the day! Ask any dentist what they cherish most – right at the top of each list is staff who work in harmony.

MARKETING TIP OF THE MONTH:

Our clients who have decided to become distinctive in their type of practice and the deliverance of total comprehensive and cosmetic care (rather than the short break and fix appointments) have developed a marketing plan. With the plan must come the % of budget to be spent on marketing each month (most businesses spend 7-9%, I would be happy with 2-3% in dentistry as a start). The practice must then appoint a Director of Marketing within the existing staff, or hire a part-time marketing person for 2-4 hours per week. If this is an existing staff person, they should work on marketing during the practice s 2 hours per week of non-patient time. As outlined in my new Dental Business Video Series, this is the most productive 8 hours per month. Internal marketing involves decor, customer service and gifts of appreciation for patients, (Patient Pleasers). Each patient that leaves the office on the designated Appreciation Day is presented with an inexpensive gift with the doctor s name and telephone number. These can be visors, water bottle holders, travel toothbrush and floss kits, emergency kits with a sample of aspirin, band aids, floss, stim -u-dents, etc. Some practices go to the Dollar Store and purchase useful gifts to place in the adult toy box for each patient at completion of their appointments. Anything that makes the patient talk favorably about their dental experience is the key.

Some of our clients have attended a Practice Builder Seminar and report that their marketing programs are quite effective. For more information call Practice Builders at 1-800-679-1200. Having the right stationery, logo, business and recare cards is a must.

I am in the process of putting together small groups of scheduling coordinators, financial coordinators, assistants, hygienists, and office administrators for 8 hours of Virtual Classrooms every Monday evening or every other week for 16 weeks duration. If you are interested in joining, please e-mail me at LLMiles @ix.netcom.com. Classes will begin in August or September. When we held our last classroom, many dentists asked, “How can I compensate my staff to belong to your classes by phone other than pay their phone bill for the calls?” My answer is, when the doctor is away at a class or on vacation, give the employee(s) who participate(s) a day off with pay to cover the 8 hours of classrooms by phone. Even if the employee is not home, they can still call the restricted number one hour per week or every other week for their class with other top people in dentistry who share their joys and frustrations. The fee per person for Virtual Classroom is $750 for 8 classrooms. The doctor will more than re-coup the entire investment with the first hour, the other seven weeks will be icing on the cake for furthering each participants communications skills in reducing broken and changed appointments, collections, setting up financial arrangements, customer service, etc.

While DISTANCE LEARNING is the wave of the future, nothing takes the place of attending the seminars live with the entire team. For a complete list of our upcoming seminars, our Cancun SunFun and Western Caribbean Cruise, see our web-site itinerary. Both courses are filling up fast with one office bringing a total of 40 people, including spouses!

If your Hygiene Department is not 1/3 of your total volume, we recommend a consultant specifically for hygiene efficiency. I reviewed the program by Tammy Allen, RDH of Texas, one of this years SCN attendees, (second year). Her program, from infancy to golden age is one of the best in dentistry. Tammy can be reached at 1-800-934-5558.

Until next month, my new Power Thought Cards (a gift from SCN attendee, Sue Geraghty in North Dakota), says:

“EACH AGE HAS IT’S OWN SPECIAL JOYS AND EXPERIENCES. I AM ALWAYS THE PERFECT AGE FOR WHERE I AM IN LIFE”

and

“THIS IS A NEW DAY, ONE THAT I HAVE NEVER LIVED BEFORE. I STAY IN THE NOW AND ENJOY EACH AND EVERY MOMENT”

Thanks, Sue!

Sincerely, Linda L. Miles, CEO

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to LLMiles@ix.netcom.com to let us know.

Miles & Associates corporate headquarters may be reached at 1-800-922-0866 or 757-498-0014. Fax us at 757-498-0290. On the web at www.DentalManagementU.com Or via email at LLMiles@ix.netcom.com

Miles & Associates – June 2000

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Here’s hoping your first quarter of the new century has been a resounding success.

Saturday, May 6th, 2000

A complimentary e-newsletter from Linda Miles for the professional dental community

For subscription (or unsubscription) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Visit us at www.DentalManagementU.com

Welcome to my new and exciting e-newsletter Dynamic Data which will keep our many followers and clients informed of the changes in dental management, staff issues, & marketing strategies! As a bonus we will also keep you up to date with where and when you can attend the next Miles & Associates Seminar, or order our in-office materials.

Here’s hoping your first quarter of the new century has been a resounding success. If the first quarter figures did not live up to your expectations, ask your staff to assist you in learning why. The major reasons for a disappointing quarter include:

1. Weak hygiene department

2. Broken and failed appointments

3. Changes in staff three to six months ago

4. Lack of vision/no set goals

5. Absentee staff

6. Vacation of doctor(s) or staff

7. Professional burnout

8. Weak treatment planning

9. Scheduling mishaps (Too far scheduled with small procedures, no place to put the larger treatment plans)

If the first quarter exceeded your wildest expectations, I hope you have celebrated with your staff. It is important, to keep this momentum going, that you acknowledge the team’s input. It is also advisable to sit down over lunch and discuss the many reasons for this tremendous surge of productivity (a what went right session). Remember, behavior that is appreciated, is always repeated.

If you had a strong first quarter, multiply the quarterly production by 4. This is what your practice is on target to produce for the year. These are usually the reasons for a surge in productivity:

1. Six months before the surge began, what changed in the systems?

2. A change in systems or people usually creates a six months later surge

3. Did you have a fee increase?

4. Did you add more hygiene days?

5. Did you attend a seminar on practice growth or clinical excellence?

6. Did you add an associate or more doctor days?

7. Did you add additional staff as needed?

8. Have you and your hygienist(s) become more aware of early diagnosing of perio disease, & are you working closely with your periodontist?

9. Did you share each month’s increase with your team in the form of incentives?

10. Have your case presentation skills improved?

11. Are you delegating more chairside communication to your clinical team?

12. Have you developed strong scheduling and time management habits?

At Miles & Associates, we believe in monitoring the practice by statistics and team involvement. Numbers alone never empower the staff. Allowing them to become involved in Participative Management develops owner attitude rather than unionized thinking.

We are privileged to work with the best dental teams in North America because we select our clients carefully. We choose not to work with offices that have huge staff turnover or those that have had bad experiences with other consultants too numerous to mention. Why, because typically, there is so much excess baggage in those practices, they will become our 2% that God can’t please, so why are we trying?

We prefer to use our energies wisely and sincerely, and look forward to working with the same great practices for decades. What constitutes a good client office?

1. Dentists who have an open mind to change

2. Staff who are eager to learn & are supportive of change

3. Appreciative doctors and staff

4. Those who share what they learn with others in dentistry

5. Dentists who believe in quality dentistry

6. Those who treat others with dignity and respect

7. Those who are balanced in lifestyles (family oriented)

8. Dentists and staff who are enthusiastic and happy

9. Goal oriented offices that know there is always room for improvement

10. Dentists who enjoy sharing the growth with their staff

The following dialogue with a recent client office for questions & answers will hopefully be of value to you in your own practice.

1. Is there a suggested format for morning huddles, or some suggestions as to what should be covered?

Huddles should be conducted by the scheduling coordinator who calls on each person to present their daily chart audits in 1-2 minutes each. The doctor usually adds his ideas on the best place to work in an emergency that day if the allotted flex time for emergencies was filled yesterday. My clients like to start the day off with motivation, inspiration and fun, so I recommend one person reading an inspirational thought for the day (from one of the inspirational calendars you get at an office supply), another person reads a humorous message for the day or is responsible for a funny cartoon. The doctor then awards the employee of the day award (a gold pin made at the mall at Things Remembered shop) which says “Employee Of The Day”. When patients ask what it means, that person can proudly answer, “Someone in my office saw me go above and beyond my call of duty yesterday to make the office a better place for our patients or co-workers.” Patients really get into these types of recognition and take it back to their own place of business which is a great marketing tool for the office.

2. What salary do you suggest for a RDH? How is that structured?

Salaries for hygienists are typically by the day or week if they are full-time. The salary plus commission is an individual bonus which is ok, but I prefer a team incentive that the hygienist is on also. I believe that a person’s salary should never go up to attend CE, nor should their salary go down that week. Another reason to pay people for 52 weeks per year. What an employer loses in low morale is ten times what they pay in total salary.

3. How do you handle the situation when one person (staff on salary) is unable to attend work one day for whatever reason, and they do not have any sick days left and there is no work to be taken home?

Regarding how to pay employees sick pay or well bonus pay is easy on salary. If they have 4 personal days per year, 1 per quarter, they are paid 1 sick day that quarter & docked a day if they exceed the day per quarter allowance. Some offices buy back the unused 4 days in the employee’s anniversary month. This is called a “well bonus”. They also receive an extra $100 if all 4 days are unused. Well bonuses are far less expensive than sick days, as it costs hundreds of dollars per day if you are short staffed.

If you are not a client, and would like to become one of Miles & Associates’ superior practices, please call 1-800-922-0866 or email us at LLMiles@ix.netcom.com. Information on our current consulting plans can be accessed through our website at www.DentalManagementU.com

COMING SOON – SUNFUN SEMINARS FOR 2001

Make plans now to join our exciting 2001 SunFun Seminars in Cancun on January 17-21, 2001, or our 4-Day Western Caribbean Cruise on April 26-30, 2001. We plan to have sell-out crowds at both courses, so call our corporate office today to register you & your staff (1-800-922-0866).

Cancun has become the preferred land seminar site of all time. Our 4-Day Western Caribbean Cruise will be the most exciting event in our ten years of sailing. The good news, the seminar will take place while at sea, so no land excursions will be missed, and we have been able to contract a 4-day cruise for the price of a three day cruise!

We have also contracted with our travel agent for the rate per person to include airfare, all meals, hotel (the ship), and all entertainment (except for land excursions) at approximately $1,200 per person (this fee does not include seminar registration). A 25% deposit per person reserves your rooms in Cancun or the cabins of choice. Call Kathleen at Executive Travel today at 1-800-524-8466. The best rooms & cabins go quickly – call today!

REMEMBER: As clients of Miles & Associates, your tuition on all SunFun Seminars is always at a 50% reduction. Even if you were a client of record in the 80’s, the 50% courtesy still applies. Why? Because we want as many of our client offices to meet each other as possible at these functions. Call Annie or Suzanne at our corporate offices to register today (1-800-922-0866).

If you are not yet a personal client of one of our consultants you can still take advantage of the 50% courtesy by becoming a one year practice enhancement client before the end of 2000. Call today to reserve your two or three day in office visit by one of our consultants. Your investment is typically recouped ten times over in increased production the first twelve months.

Our consultants’ summer schedules are quickly filling, so call today. Don’t forget pediatric practices! We have our own Pediatric Consultant, Denise Holick, who receives rave reviews from pediatric dental offices.

MARKETING TIP OF THE MONTH

Would you like to add over $100,000 to the bottom line this year and make many patients thrilled with their whiter, brighter smile? Offer 2-for-1 whitening procedures each month until year’s end. These procedures that usually cost $395-$495 (home bleaching) are passive income, done by the second dental assistant in the doctor’s second chair.

With the 2-for-1 special, two friends, husband & wife, members of the bridal party, mother & daughter, or neighbors, can enjoy the reduced fee, have the procedure they want (but have postponed due to the fee).

Stop doing twelve procedures per year or month and do three per day, (48 per month in a 16 day month). At an average fee of $450 divided by two= $225, X 48 = $10,800 per month X 12 = $129,600. After the costs of goods, (whitening materials), this is a six figure profit! To encourage the staff to remind patients of this great service, I recommend having a bonus of 10% divided 5% for the cosmetic coordinator, and 5% divided among the rest of the team monthly as an incentive.

To make it even more fun and exciting, allow another 10% to go into the interest bearing trip kitty fund for taking the entire staff to a major meeting once per year and an annual fun retreat to plan next year’s business plan.

Also, don t forget that the best marketing plan is to have the dentist(s) and entire staff as walking advertisements for whitening. You can’t sell something you don t believe in enough to have yourself.

A great way to market whitening is statement stuffers, walk-out certificates given upon check-out, and offer to whiten the teeth of the beauty salon owners or one of their stylists in exchange for their before & after photos at each of the salons workstations. As clients have their hair cut, they will inquire about the photos. Your certificates or business cards can then be given by the stylists.

Until next month, remember what Dale Carnegie once said:

“SUCCESS IS GETTING WHAT YOU WANT HAPPINESS IS WANTING WHAT YOU GET”

- Linda

Please keep in mind that this newsletter is being offered FREE in response to your request for information. If you would like to unsubscribe to Dynamic Data please send an email to LLMiles@ix.netcom.com to let us know.

Miles & Associates’ corporate headquarters may be reached at 1-800-922-0866 or 757-498-0014 On the web at www.DentalManagementU.com Or via email at LLMiles@ix.netcom.com

Miles & Associates – May 2000

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