A complimentary e-newsletter from Linda Miles for the professional dental community. For subscription (or unsubscribe) details, as well as Miles & Associates contact information, please see the end of this newsletter.

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, January 2003

Dear Doctors and Staff,

Happy New Year to you and yours. With the holidays now behind us we are still feeling the spirit of the season, working diligently to tie up loose ends of 2002. I hope the month of December allowed for some “kick-back” time to enjoy the fruits of your labor. Here’s hoping that 2002 has been a good year for all of you and your practices. Sometimes the word GOOD means more than having increased productivity. Sometimes, it is the lessons we learn from those we love and take care of that mean more than monetary gains.

I received a real Christmas feeling about a month ago when I had a heartfelt telephone conversation with one of my favorite clients. In our time together I had goose bumps as he explained his year of not being as in touch as we normally are. One of his long-term employees, age 42 was diagnosed with cancer early in the year, with a very weak prognosis for survival. His other long term Office Coordinator lost her parents and had knee surgery. I was amazed as this wonderful doctor explained to me that in spite of lower numbers this year; he had had HIS BEST YEAR EVER! Wanting no recognition for his kindness, he explained to me how he had gone to every doctor’s appointment with his cancer patient staff member so that he could be there for her family. He explained how he was there throughout her lengthy surgery to be able to ask questions her family may not have thought to ask. His real love for his team is immeasurable as he went on to say how they had all pulled together during these two staff members’ many missed days, and how much he owed to the rest of his staff and his wonderful associate for carrying the load for him when he was not there. The real goose bumps came when he quietly explained to me that going through this year with these women who are like his sisters, had done more for him than his kindness had done for them. Now that’s the true sign of a leader. I can only surmise that these acts of kindness should serve as a beacon to every man and woman in business as to the real meaning of commitment. And……Dr. Bob, when you get to dental heaven, even though you expect nothing in return, there WILL be a star or two in your crown. I hope every dentist reading this message will share it with his or her staff. The good news is that his two staff members are back to work job-sharing one position as two part time employees. The patients, their co-workers, and the two doctors could not be happier to have them back as one happy family.
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We are having exciting responses to the new Linda Miles signature package of recare cards for the hygiene department. Log onto www.hycomb.com and check out the new and exciting designs. For those of you who wish you had the perfect letter sample for any situation that occurs in the practice, while you’re at it, scan the valuable index of letters in VTY (Very Truly Yours).
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One of the most interesting problems that consultants are discovering these days is the mis-information in the practices computer generated monthly reports. Take for instance the Aged Analysis of the Accounts Receivables. Unless the practice takes into consideration the credit balances that can greatly offset the debit balances, their reports are inaccurate. Some practices separate and exclude the accounts that have been turned over for collections, which also gives a false report of the true money that is owed to the practice. If your practice does not have a set policy on adjustments, please create a policy soon. “There will be absolutely no adjustments or write-offs without the written permission and signature of the dentist.” Internal auditing is weak at best in most practices, leaving the doctor wide-open to become one of the four out of ten dentists who will be embezzled this year. Most practices are not even balancing daily. The dentist believes that if the deposit slip matches the collections for the day that must mean they have balanced. We could go around the world on honest errors and deliberate wrongdoing in the dental business arena. Start the year off with a forensic audit from your bank or accounting firm, invest in additional computer training for the doctor and staff, request the important computer generated reports, review them with the financial coordinator or practice administrator, and ask detailed questions. In fact, it is a good idea for every dentists and spouse of dentist (who is the co-owner of the practice), to become consultants to their own practice to safeguard their assets. Allowing the business to be wide open for problems is like one staff member said, “If he, (the dentist) doesn’t even look the reports our computer generates, why should we care whether they are in order.” And, “thank goodness I work for him and really do care, as he would be an easy target for someone who didn’t”.
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Our two day Dental Business Conferences are getting tons of press with the ads in Dental Practice Report, Dental Products Report, The Dental Assistant Journal, Care Credit mailers, and thousands of brochures. These exciting practice and staff development courses are limited for a smaller group interaction so before the reservations in the city nearest you are filled, call Annie, our DBC Director at 800-309-5063 today and reserve your seats. Some of the quotes from our last DBC in Northern Virginia include:

“ The seminar has provided me with more useful applicable/timely information than all my other practice management seminars & groups that I have ever attended or utilized. What a truly dynamic speaker!” Dr Matt Brokaw, Richmond, VA (DBC-VA02 11/1-2/02)
“ There were so many great topics, examples and suggestions no one can leave this course without leaving with positive changes to their practice”. Teresa Weakley, RDH, Dr Matthew Brokaw, Richmond, VA (DBC-VA02 11/1-2/02

“As a new employee to the dental community (10 months), I wish I would have been to this seminar after my first month of joining a dental team. I could have started out my career with so much information.” Kathleen Cubbage, Appt Coordinator, Dr Steve Gardner, Harrisonburg, VA (DBC-VA02 11/1-2/02)

“This conference was a wonderful team building experience for us. We realize some changes we need to make and recognize our successes. Plus it was a treat to spend time with each other socially and in a learning environment.” Stephanie Chapman, Office Administrator, Dr Jorge “Rick” Rios, Leesburg, VA (DBC-VA02 11/1-2/02)

“ I have been to now 5 different dental meetings. At some meetings the speaker said, “never hire people with no dental background” or simply didn’t give me any information that I could take back to my office and use. I want to thank you for #1 making me feel ok about not having a lot of ”experience” and #2 actually giving me ideas, scripts and ways of handling patients. I took more from this meeting than all the other meets put together. Thank you for helping my career!”
Michelle King, Appt Coordinator, Drs Flesch & Hollander, Arlington VA (DBC-VA02 11/1-2/02)

“Your course here has tied it all together for me. My doctor had given me your videos and scripts but seeing you in person greatly influenced how I will be doing my job.” Carol Joseph, Office Administrator, Dr Robert McGrail, Fredericksburg, VA (DBC-VA02 11/1-2/02)

“ Great program! Linda provides a wealth of information for every practice, established or just starting out!” Dr Rod Mayberry, Oakton, VA (DBC-VA02 11/1-2/02)

AND A FEW FROM THE DENTSAR SEMINAR IN NOVEMBER IN THE GRAND CAYMANS.
“ Thank you for sharing your knowledge and helping dentistry for all these years.” Dr D’Wayne Fowler, Ellijay, GA (Dentsar Seminars Grand Cayman Island 11/8/02)

“ Linda Miles lays it out on the line. She really makes you feel motivated. She’s very interesting. We already have implemented different ideas already in our practice.” Mary Ann Stein, RDH
for Dr Vivian Letizia, Woodstock, NY (Dentsar Seminars Grand Cayman Islands 11/8/02)

“ We’ve seen you before and there’s always at least 1 major thing that impacts or office greatly.”
Klarissa Convertino, OA for Dr Ronald S Sambursky, Vestal NY (Dentsar Seminars Grand Cayman Island 11/8/02)
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The month of December found me consulting for a two-day follow-up in Alabama in one of my favorite client practices. This solo practice in the 80’s, when I began my visits, is now a three-dentist practice of highly skilled doctors and staff. The two 31 year old dentists who have purchased the practice from my client have the senior dentist and the core group of long term employees to thank for paving the way to a very successful situation. Their staff members are the best combination of employees I’ve seen in a practice this size. After several visits, our clients are more like family, which makes the travel worthwhile. After being delayed by the ice storm that immobilized the Charlotte area on what was to be my day off in Charlotte, I finally made it the day before I was to speak for the New Dentist Forum at the Holiday Dental Conference. The numbers were diluted by the fierce storm that kept homes without electricity for over a week, but it did not dampen the spirits of those who were there.
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ATTENTION all speakers and consultants! Registrations are now being taken for the 7th Annual Speaking/Consulting Network being held in Charlotte, NC at the Embassy Suites Hotel (4800 Tryon Street) May 1-3. There are 40 spaces for first time members and 60 spaces for returnee members. Those who wish to have their space reserved should call Lee Tarvin soon at 800-922-0866. Monthly payments for the registration fee can be deducted from your credit card every 10th of each month if you wish to have installments. On day one the first timers will convene to go over the extensive workbook that is considered every speaker/consultant’s best investment. It is 20 years of how to’s in marketing and managing a speaking business from A-Z. Checklists and the importance of writing and being published, how to’s in developing the passive income part of the business through product development, and important references that are only shared with SCN members are part of day one.

There are now currently 17 hands on projects to be covered with all attendees on Friday and Saturday, May 2-3. From a panel of pros to how to go International, from group consulting to the inside scoop of how to use numbers to improve consulting skills. Speakers and Consultants at all levels of their career make it an annual ritual to attend SCN for the planned events but also to network with other members, the invited VIPs and Corporate Sponsors. This year for the first time there will be optional Thursday afternoon and Sunday morning private seminars given by Gina McMeans on conflict resolution, Dr. Steve Gutter on developing a strong hygiene department and David Reznik and Kathy Metaxas on forming speaking alliances with other members as well as program development. All registered members will be included in the marketing of these optional courses.
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If you would like to start the New Year with a 20-40% increase in production and a huge reduction of stress, invest in an in-office consultation or a follow-up date. Susan and Janelle, our two senior management consultants receive rave reviews from the practices they are working with at the present time. The majority of staff in dentistry need additional training in order to perform at a high enough level of excellence to receive compliments. Dentists are frustrated with the less than ideal performance of their staff or their lack of communication skills with patients. Or, dentists are taking a look at the year 2002 figures and wondering where their growth potential went when they know their practice is one of the best. The truth of the matter is, the best want to be better, therefore these are the practices we hear from for in-office consulting and hands on one day staff development programs. Some practices don’t need a full blown one year practice consultation. They simply need to invest in a one day focused staff development program to enhance the skills the staff already possess or to bring newer employees up to speed very quickly. Talk to your dental colleagues in town and bring our consultants in for a day in several practices so that you may share travel expenses. Their schedules are filling quickly and will become even busier after the Dental Business Conferences convene in March and our Hinman Exhibit Booth. Call 800-922-0866 for more information or to be referred to our consultants personally.
We at LLM&A would love to hear from our readers. Unless I’m out of the country, your e-mails will be answered within two days. Let us hear how your 2002 year went. What was great and what was less than expected?

Watch for articles I’ve written in Discus’s new TEETH magazine, the new and exciting WOMEN IN DENTISTRY (Journal of the American Association of Women Dentists), Dental Practice Report’s quarterly HYGIENE SUPPLEMENT, Dental Practice Report’s PRACTICALLY SPEAKING.

Sincerely,
Linda Miles
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 lindamiles@cox.net to let us know. 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 – January 2003

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