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

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Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.DentalManagementU.com

 

DYNAMIC DATA, AUGUST 2002

Dear Doctors and Staff,

Is it my imagination, or is it true that the older we get the faster time flies? Seems like only yesterday I was writing June’s letter in anticipation of the beginning of summer and here it is the last month of summer break for the children and grandchildren. They say that the longest ten years of our lives are between 10 and 20 years of age. We will never get out of high school, we will never get to drive, have our first date or be of age! And they say that the shortest ten years are between 30 and 40 years of age when there are so many things going on in our lives. I don’t know about the rest of you who are over 40, but every ten years goes faster for me!

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Our clients are reporting higher than ever number of new patients, increased productivity quarter after quarter, and in the past three months since 9-11, a new surge in case acceptance. While we can’t do much to mourn the stock market losses, we can enthusiastically embrace ways to make our businesses better even in a down economy. And that’s exactly what smart businessmen and businesswomen do. Smart dentists realize that “if it is to be, it is up to me”. They don’t participate in the “woe is me” pity parties. “Winners look for ways to succeed while whiners look for excuses to fail.”

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In setting up a new nationwide Two Day Dental Business Conference program with seven of the top management consultants in dentistry, who will be joining Kathy Metaxas who does my DBCs in Australia, we are reminded of the above principles that will guide us. The program has been in existence since 1985, and every class is sold out weeks in advance. This is the most requested dental management program in dentistry. It is focused on the fact that managing a dental practice is a total team effort, not managed only by the dentist/owner, but the entire team. Having enthusiastic, accountable staff who love what they do and put the practice and patients above all else is a dentist’s dream. Having staff whom have a unionized mentality of “give me my paycheck and let me out of here”, is something a dentist should not have to endure day after day. How are these teams assembled in the top practices? Are these dentists just luckier than others who struggle with staff development? No, it is part of a system we refer to as “Dynamic Dentistry”, the title of my new book. It starts with an environment that is conducive to self-motivation. Dentists are too busy taking care of their patients to constantly worry about the staff’s contentment. Self-motivated staff are created, not hired. It is impossible to have a positive attitude in a negative environment. The second part of the ideal practice is having systems that are understood, with monitors in place to quickly give the information needed to assess problems before they develop into greater problems. Getting the entire team totally involved is the first step to participative management and changing the practice potential.

Watch for the dates of these upcoming two-day Dental Business Conferences nearest you. I will personally be giving four of these programs from September to February in N. FL, N. VA, NJ, and TX. In March 2003, the 7 nationwide presenters will begin the process of bringing these courses into 7 regions in the US. The class maxes out at 100 registrants, which will be about 20-25 offices in each city. We deliberately keep the course attendance smaller for better group interaction. For groups over 10 from the same office, we offer another 10% courtesy off the lowest registration fee to encourage dentists to bring the entire staff. For a copy of the brochure of the four upcoming courses, please e-mail me your mailing address. As soon as our new web-site is up and running by late August, you may then review the dates by reviewing the site. DentalmanagementU.com

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In the course of a month, we get dozens of questions and concerns from dentists all over the country. We have noticed a surge in serious practice problems that we usually hear about much less often. In the past 60 days I have had four of these calls. One dentist is suing a DMSO for mis-representation in the purchase of her practice. Another dentist is being sued by the new owner who feels the practice price had been greatly inflated. The practice broker is also being sued for false information regarding the assessment. One dentist is on the brink of losing his practice because his office administrator failed to let him know she had not filed taxes for the past 6 years. His accountant also knew of these back taxes yet went along with the Office Administrator that we “should not worry the doctor”. His penalty and back taxes are more than the practice generates in net income in three years. And another dentist who knows his office administrator embezzled from his practice yet he plans to do nothing about it for fear of what she will do in retaliation!

While I am often asked to be an expert witness in these cases, I made a decision upon advice from my own attorney not to get involved. The main thrust of the defense attorney is to dis-credit the expert witness. As a practice management consultant and speaker who specializes in practice and staff development, this is not the service that our firm provides to the dental industry. The ADA has a complete legal department to which these concerns should go. They have the knowledge and legal background necessary to give the type of advice that would prove beneficial in these situations. There are dentists who also have law degrees who can advise dentists in these types of problems. Dr. Don Lewis, a leading expert in embezzlement issues, from Cleveland, works closely with a firm who does forensic auditing of any practice that may have any form of embezzlement or suspected embezzlement. If you would like more information on his services please e-mail him at Dlewis7109@aol.com.

Mindy Saltzman, a consultant from Phoenix who also specializes in embezzlement can be reached at 602-426-9397.

Please know that 3 to 4 out of 10 dentists have been, are being, or will be embezzled in their career. A startling statistic.

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Looking for a great new way to find employees without advertising? Check out the new web-site at Dentaljobs.net. This new service is expanding monthly and has been recommended to me to share with our readership.

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THE PERFECT CLIENT- Someone asked me years ago to give them my observation on the perfect dental client for a management consulting firm. This question prompted me to write the top characteristics for a perfect client. They are:

1) An office that is organized enough to forward the requested practice statistical data to us before the consultation service begins. It is amazing how some dentists nor their office administrator has a clue to these important numbers or where to find them. Or in the worst case scenario to know how to get their computer generated reports that it is capable of printing.

2) Staff and dentists who view the consultation in a positive light versus “my mind is made up, don’t try to confuse me with facts!” Or worse than that, a dentist or team member who is in denial that there are serious problems to begin with. The “yeah, but group”.

3) We don’t expect the Ritz Carlton to suddenly appear in every town or city, nor do we expect a 5 star experience, as we are there to work. We do however truly appreciate those dentists who repeatedly reserve nice hotel accommodations for us and treat us like a guest in their office or city. All we ask for is a safe and clean hotel with a food service restaurant as we usually rely on the client for transportation to and from the airport and office. I have told my consultants for years, “you can tell how the office treats their patients and each other by the way they treat us!” And over the past 24 years, 90 percent of my consulting accommodations have been beyond my expectations. Remembering the worst was back in the early 80’s when I arrived in a small town with only one motel. I believe it was “The Dew Drop Inn”, or something like that. Besides the garish lime green cinder block walls and the red velvet bedspread, there was a space heater and a mouse in the closet that kept me awake most of the two nights I had to stay there. Oh well, you can’t have the best when that’s what the entire county offered!

4) A dentist and staff who realize that the yearlong program is like building a home brick by brick. It is not going to happen overnight but the results will be incredible if everyone realizes they must work together for a common goal.

5) A client who not only reads the lengthy report but actually shares it and the binder of materials from the consultation with the entire team.

6) An office that sends the monthly monitor by the 10th of each month without reminders from us. After all, they have one coach and we have dozens of active clients.

7) A practice that keeps their scheduled one-hour teleconference calls as scheduled. The dentists who break and reschedule their appointments are the same dentists who have a fit if the patient treats their dental appointments with total disregard.

A practice that invites us back year after year or comes to our SunFun Seminar one year and we visit their practice the next.

9) A client who refers us to many of his or her colleagues.

10) A practice that celebrates their successes as they happen and allows us to celebrate with them.

So far this year, Dr. Kim Kitchen of Old Town, Alexandria is our Client of the year. She had a great practice already but needed to smooth out some edges of management. In the first 90 days, Dr. Kitchen has completed almost every change we recommended. She has reached her 12-month goals in only 90 days (monthly production wise). She recouped her entire consulting investment in the first 30 days! She and her team send detailed information prior to our teleconference calls. Dr. Kitchen and her office administrator, Maria keep in touch monthly by sending their monitors before the deadline, and always respond to any requests pronto. Without a doubt, this practice fits the Perfect Client status hands down. I can’t wait to see what the next 9 months bring.

We are proud of ALL of our clients who are active or inactive. They make our work very worthwhile, in spite of the many hours per day in front of the computer, on a plane, waiting in airports, or on the telephone, we love our work and the people that we have been privileged to serve over the past 24 years.

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Word just in from our Cruise headquarters that fewer than 50 cabins are left for our March 27-31, 2003 SunFun Seminar. Call 877-673-4270 this week and reserve your cabins. Unless we can secure additional cabins this trip will be sold out by September 1st.

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For those of you who may not be sailing enthusiasts, join me at the DENTSAR seminar November 6-8, 2002 at the Grand Cayman Islands along with Dr. Brian Smith on “Dental Emergencies”, and Dr. Steve Rasner on “Realizing the Dream”. My seminar topic is “Lifecycles of a Successful Practice”. This half-day format gives those who enjoy water sports time to enjoy the Grand Caymans. To register, call Christine at 800-321-9927.

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My Speaking and Consulting Network friend, Dr. Denis Cosgrove from Perth, W. Australia, has just released his new book “Becoming the Successful Dentist”. The first box of 72 books just arrived at my office today and the book is available to the first 72 orders received. My message on the back cover of Denis’ book says:” Dentistry should be fun, exciting and rewarding. Unfortunately, some people in dentistry never “get it”. Denis Cosgrove hands each of us a golden opportunity to find this happiness within the pages of his dynamic book. A MUST READ for the entire dental profession including spouses and staff”. Whether you know a lot about dentistry, or are just starting out, BECOMING THE SUCCESSFUL DENTIST can profitably transform your attitudes and actions. You’ll love the post tests that help you assess yourself in each facet of success. Some of you will rate higher than you thought and others will know your weaknesses and how to work on them from the day you finish the book throughout your total career. Order today! Only $29.00 which includes S&H from AU to my office and from Va. Beach to your office. You may e-mail me the request and the number of copies desired with your credit card number, fax the order and cc information to 757-721-2892, or phone 800-922-0866 and leave a message.

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Steve Lucht, CEO, CFP, another Speaking/Consulting Network member who hails from MN asked me to include the following regarding BALANCE:

“Many dentists get out of BALANCE with the numbers in their life. These numbers I refer to are monitors for the practice, monitors for the financial aspects of the practice, retirement and personal monitors. The BALANCE occurs when ALL are taken into account. Daily production is great, but limited time is spent on the other areas. Why not take advantage of income tax breaks, effective retirement options, insurance analysis that provides coverage for risk that DOES NOT drain personal funds and misused funds. Accountants, lawyers, Insurance sales personnel and others try to combine their talents individually and do not effectively BALANCE the whole picture. You need these professionals but a quarterback is required to make it all gel for BALANCE. Developing a BALANCED PLAN is necessary for any entrepreneurial person, even a dentist. Yes, a dentist is a business person/ You may not realize it, but YOU are. Earning a significant income and keeping it BALANCED is the overall objective. Make the results measurable and observable. So we encourage you to be the quarterback or hire one for your business. It’s that easy!”

Steve Lucht an be reached at Lucht and Associates, Buffalo MN, 888-509-9516

Until next month, have a wonderful summer. Remember the word BALANCE and try to spend time with those who count, doing the things that count. Then stop and count your blessings.

Linda Miles, CEO, CSP, CMC

Linda Miles, CEO
LLMiles and Associates
P.O. Box 6249
Virginia Beach, VA 23456
800.922.0866

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Miles & Associates’ corporate headquarters may be reached
at 800.922.0866. Fax us at 757.721.2892. On the web at
www.DentalManagementU.com, or via email at
lindamiles@cox.net.

Miles & Associates – April 2002

Miles & Associates
Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free