IN THIS ISSUE
 
              - Communication
              – Customer Service
              – Team Development                                                   

Dear Doctors and Teams,

 
Happy winter, hurry spring! I hope 2009 is off to a great start and if it is, you might be in the minority based on reports from many dentists across the country. Some dentists have reported their first down year since the inception of their practices decades ago, but many practices (the ones we monitor monthly) continue having an increase even if the increase is smaller than in years past. At LLM&A we look at this slower economic time as an opportunity in disguise. It’s a time to “look into your rear view mirror” and recapture the very important things that made the practice successful to begin with. “Time to get back to basics” as one long term client called it. It’s definitely a time to work ON the practice and not just IN it.

 
When times are good, money is coming in, patients seem satisfied, and the doctor and team “become comfortable”, customer service takes a dip, past due recalls are forgotten, and collections and past due insurances are only worked “when we have time”, which by the way is not often. Practices, like other businesses need to have slower times so they can look in the rear view mirror and recapture many of the weekly “dig deep” duties that make a tremendous difference over time. Making excuses and blaming the economy is not going to change anything. CHANGE begins with a change in everyone’s mind set that if we are all part of the problem, we must also be part of the solution, so let’s get started.

 
Dr. Rhonda Savage and her consulting team are extremely busy into the New Year with new client calls seeking better business systems, highly motivated employees and improved case presentation skills. And in the history of our 31 year company, we are hearing from clients of 20-30 years ago saying, “Your company helped us a long time ago and under your guidance and teachings the practice has done very well until now. Also new owners of old client practices are calling and saying, “I want to have the same long-term relationship with a LLM&A consultant that the senior doctor/former owner had with Linda Miles when she was their consultant”.

 
It’s exciting for me as the “Ambassador” of LLM&A and Rhonda’s marketing voice, to lecture alone thirty meetings per year and to also on occasion such as the ADA HAWAII, team up with Rhonda and co-lecture. We have a new program, “Two Sides of the Management Coin”. Dr. Rhonda shares her insight on a dozen or more issues of how the dentist owner sees the situation. Having been a team member in both clinical assisting and Practice Management for more than ten years before starting LLM&A in 1978, I then chime in with the team’s viewpoint on the same issues. Then we both offer ways to resolve each issue that makes it a win for patients, doctors and the entire team. It’s amazing to us how small issues can keep practices from reaching their full potential. These small yet serious issues can be resolved easily and lead to total harmony and greatly increased production. Among a few issues addressed are:

 
Communication: Employees can’t read employers minds and therefore if the owner of a business does not clearly outline his or her expectations, all parties involved end up disappointed. How can a dentist praise an employee for not excelling when the employee has never been properly trained nor trusted to perform at that level?
 
 
Compensation: Doctors typically dislike doing performance reviews thinking the employee who has one that is favorable might expect an increase in pay. The employee on the other hand needs to know what they are doing well and what they need to work on. Ignoring this issue causes frustration to both parties. Learning to openly discuss performance and letting employees know that “raises can only become effective when they are”, is quite easy when proper steps of communication are followed.
 
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New Technology Investments: It’s the doctor’s practice and therefore the doctor’s prerogative to invest in whatever they wish to add to their practice. Without proper introduction of the benefits to patients and the bottom line, don’t be surprised if the team members hate the new technology, refuse to use it properly and view it as the “raise they have not had in two years”. Communication and seeing each issue through clear eyes is the key to a harmonious practice and higher than average increases each year. These are just a few of many issues that hold practices back and cause them to decline.
 
If you and your entire team are not registered for one of Rhonda and Teresa’s two day Dental Team Conferences, go to our site at www.DentalManagementU.com to download the brochure and registration form today. The next DTC is Lido Beach Resort, Sarasota April 24-25; Atlantic City, NJ (changed date from June so as not to interfere with the NJ state meeting) now October 23-24; and San Diego, CA November 6-7. There is a fee break for two or more from the same office and limited registration for best group interaction. Be one of the lucky practices that attend the 2009 programs. This program is second in line of effectiveness to our in-office consulting on an individual basis.

 
And, if your Practice Administrator/Office Manager is not getting the respect she/he deserves from the rest of the team, chances are this person was given a title but very little proper introduction to the team as the middle management person they are expected to be. Dentists, dental spouses and Practice Administrators attend another two day workshop (PAW) so that dentists without a PA/OM will know how to hire and train this key person one day. Dental spouses who went into the practice years ago to “help out until we found someone” come to this workshop with (finally) their replacement! Practice
 
Administrators/Managers come to discover what their four main duties should be and literally how to become a consultant to their own practice which is a life saver for busy dentists. Being the PA is a full-time job in practices producing $80,000 plus per month. The hours a dentist spends trying to be the main care giver and the manager create many burned out dentists. That course registration is also available on our site and is only given once per year to a limited number attendance for better group interaction. Make this the year you attend even if it is awhile before you actually need a full-time PA. Date of this year’s PAW is May 15-16 in Las Vegas.

 
In these days of increased competition and patient pull back due to an uncertain economy, every tool that reinforces your commitment to excellence should be used. At LLM&A, we have many of the tools for your toolbox and the good news is…they are VERY easy to use.

 
Until next time,

 
Linda
 
 Interested in having Linda speak to your dental society or study club? Click here.
 
 
 
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CEO LLM&A, Dr. Rhonda Savage
 
Dear Doctors and Team,

 
 
It’s been a true privilege to visit many fine offices in the U.S. and Canada since we’ve written last! Every office is different and unique; we enjoy working towards creative solutions based on individual office’s needs.  Our practices have enjoyed success, even in these last two years of rough times, primarily because they’ve focused on the basics: excellent patient care, systems, teamwork, communication and controlling overhead.

 
As dentists and team members, we spend a lot of time measuring. We measure production, collection, Accounts Receivable, hygiene department effectiveness, dental supply costs and staff overhead. In many ways, part of being an effective leader is setting up systems to measure everything in our practice. Measuring is really the only way we know how we’re doing as a business. The numbers are important to know, but there are other equally important parts of your business that are more difficult to quantify. As compulsive as we are about measuring, wouldn’t it be great if we had ways we could quantify our successes or failures on the “soft side” of our practice?
Soft side numbers would include measuring your office’s performance on customer service and interpersonal relationships with each other. Can you calculate how often we may be impolite to people, how often we’re nice, how often we ask for feedback rather than shutting people out, how often we bite back a cutting remark? Can you gauge your tone of voice:  curt, short, or clipped; kind, instructive or caring?

 
These soft skills are the measures that your patients hold you to, not the quality of your dentistry. The soft side of our practice is also what allows us to retain long term staff members. In fact, creating and keeping a happy and productive staff has long been the challenge of dentistry.

 
One young front scheduling coordinator recently wrote to me about what was bothering her at her office. She vented that the boss would not install a business phone system that would allow her to efficiently direct calls.  Her doctor would not invest in additional phone lines and patients reported constant busy signals. Her office was equipped with used equipment that wasn’t right for the job; that her pay, after five years, was significantly below the average in her area. She had few benefits…no health insurance, holiday pay only if the holiday fell during the work day.  The team members were not paid for time necessary to set up and be present when patients arrived in the morning. Performance reviews were none existent. She didn’t feel appreciated or needed: she couldn’t recall the last time she’d received an “atta-girl!” from her doctor.

 
Dentists seldom face organized demands for higher wages or better fringe benefits!  But the profession tends to have a greater rate of turnover than commercial offices, plus relatively higher training costs and greater problems in hiring.  Feelings of lack of appreciation are the number one reason why staff “wave the white flag of surrender” and leave dental offices. The feeling of lack of appreciation is a very real concern in many offices we consult in. Often we see that the praise and compliments from staff to doctors is not there, nor is the praise from doctors to staff and staff to staff.

 
Customer service to the patients will often be a “3 out of 10″ when the staff morale is low.  Productivity will suffer.  It’s difficult to praise and compliment each other when you’re feeling frustrated.  If this doesn’t change, the environment will not be healthy. Patients pick up on the stress levels and eventually feel like going elsewhere where people seem happy to help rather than stressed.

 
How can we measure the morale in our practice and our level of customer service? It’s impossible to truly measure these important aspects of our practice, but we can look at how well we do in the “soft skill” department.

 
Some of these soft skills include the ability to:                                                         

Think before you speak
Say please and thank you
Learn the power of an apology
Listen with respect
Learn how to have a difficult conversation with eloquence and skill
We all want harmony and a smooth functioning office.  Less stress, more fun and greater productivity are often sited goals of our practices that we consult in….yet why are these goals so hard to reach? Because often the systems for good communication are not in place; these systems include team training, solid business systems and a focus on communication at every level of the practice.
When I asked one doctor recently what her three major frustrations were, she said:
“Staff, Staff and Staff!”

 
When I recently asked a dental assistant, working in a three doctor practice, what her greatest frustrations were, she replied:

 
Doctor #1
Doctor #2
Doctor #3
 
 
The great thing is that we can change our direction and we do not need to do this alone! Sit down with your team and encourage an open, honest discussion about the issues in the practice. Work at creating an atmosphere where it’s ok to talk about not only what’s right, but what’s wrong.

 
Doctors, ask your team to bring 2 solutions to each problem. This isn’t a time to have a gripe session, rather this should be focused on the changes necessary for a positive direction and future growth. Staff, talk with your doctor about your concerns. Begin the discussion with “There’s something that I need to talk with you about.  Is this a good time? I want the very best for your practice and the patients. There’s an issue that concerns me….”
 We can change our direction; the power is within each of us! Keeping a focus on the positive is what is driving the successful practices that we see today. You can have growth, even in these down economic times!
 
Richard M. Devos said:
“Few things in the world are more powerful than a positive push, a smile, a word of optimism and hope.  A “you can do it” attitude when things are tough.”
 
Call Linda Miles and Associates for a complimentary 30 minute practice analysis at 877-343-0909. See how we can help take your practice to the next level!
 
Warm regards,

 
Rhonda Savage DDS
 
Interested in speaking to Dr. Savage about your practice concerns? Call her at (877) 343-0909.
 
Interested in having Dr. Savage speak to your dental society or study club? Click here.
LIMITED TIME OFFER!! REGISTER TWO PEOPLE AND THE THIRD ATTENDS FOR FREE!!
 
Invest in your team with our Dental Team Conferences!!  These conferences are motivational, educational, and perfect for the entire team!

 
Dental Team Conferences:
April 24-25, 2009                    Sarasota, Florida

October 23-24, 2009              Atlantic City, New Jersey

November 6-7, 2009              San Diego, California

 
Looking to enhance the responsibilities of your Practice Administrator?  Do you want to have a Practice Administrator for your practice and aren’t quite sure how to do it?  This course is designed specifically for the Practice Administrator, Dentist, and their spouses!

 
Practice Administrator Workshop:
May 15-16, 2009                    Las Vegas, Nevada

 
REGISTER FOR THE DENTAL TEAM CONFERENCE AND THE PRACTICE ADMINISTRATOR WORKSHOP TODAY!

 
1-800-922-0866 OR REGISTER ONLINE AT
 
WWW.DENTALMANAGEMENTU.COM
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Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 253.857.0834. On the web atwww.DentalManagementU.com, or via email at rsavage@harbornet.com 

 
 
Linda Miles may be reached at
Linda L Miles
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 800.922.0882