15 Changes to a healthier, happier life:

 By Lenora Milligan

Salt DPM Consultant

Part 1 of 2

Here is a list of 15 things which, if you give up on them, will make your life a lot easier and much, much happier. We hold on to so many things that cause us a great deal of pain, stress and suffering – and instead of letting them all go, instead of allowing ourselves to be stress free and happy – we cling on to them. Not anymore. Starting today we will give up on all those things that no longer serve us, and we will embrace change. Ready? Here we go:

1. Give up your need to always be right

There are so many of us who can’t stand the idea of being wrong – wanting to always be right – even at the risk of ending great relationships or causing a great deal of stress and pain, for us and for others. It’s just not worth it. Whenever you feel the ‘urgent’ need to jump into a fight over who is right and who is wrong, ask yourself this question: “Would I rather be right, or would I rather be kind?” Wayne Dyer. What difference will that make? Is your ego really that big?

2. Give up your need for control

Be willing to give up your need to always control everything that happens to you and around you – situations, events, people, etc. Whether they are loved ones, coworkers, or just strangers you meet on the street – just allow them to be. Allow everything and everyone to be just as they are and you will see how much better will that make you feel.

“By letting it go it all gets done. The world is won by those who let it go. But when you try and try. The world is beyond winning.” Lao Tzu

3. Give up on blame

 Give up on your need to blame others for what you have or don’t have, for what you feel or don’t feel. Stop giving your powers away and start taking responsibility for your life.

4. Give up your self-defeating self-talk

 Oh my. How many people are hurting themselves because of their negative, polluted and repetitive self-defeating mindset? Don’t believe everything that your mind is telling you – especially if it’s negative and self-defeating. You are better than that.

“The mind is a superb instrument if used rightly. Used wrongly, however, it becomes very destructive.” Eckhart Tolle

5. Give up your limiting beliefs

about what you can or cannot do, about what is possible or impossible. From now on, you are no longer going to allow your limiting beliefs to keep you stuck in the wrong place. Spread your wings and fly!

“A belief is not an idea held by the mind, it is an idea that holds the mind” Elly Roselle

6. Give up complaining

Give up your constant need to complain about those many, many, maaany things – people, situations, events that make you unhappy, sad and depressed. Nobody can make you unhappy; no situation can make you sad or miserable unless you allow it to. It’s not the situation that triggers those feelings in you, but how you choose to look at it. Never underestimate the power of positive thinking.

7. Give up the luxury of criticism

Give up your need to criticize things, events or people that are different than you. We are all different, yet we are all the same. We all want to be happy, we all want to love and be loved and we all want to be understood. We all want something, and something is wished by us all.

Read Part 2 on Wednesday

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Keeping the Horizon in Sight

By: Debra Quarles
Salt Dental Consultant
Part 2 of 2

The vision should be one that all team members agree to. The easiest way for that to happen is for you all to work together to create it. Write down all the great ideas everyone has for the future. Compose a story that utilizes each idea. When writing a vision statement use descriptive details, and use all of your senses. What do you see, feel, hear, and smell when you visualize the practice of your future? How is the office positioned in the market place? What tools and equipment does it contain? What educational opportunities are you preparing for? What does your team accomplish daily, weekly and monthly? Have each member review the story and underline anything that they personally can not agree to for any reason. Rewrite the vision and then get a verbal commitment from your team to pursue it. If team members are not interested in heading the direction you want to travel – it may be time to find other team members.

This step is about direction – not motion. But once you’ve verbally committed, (why verbally? Because people generally keep the commitments they make verbally) the next step must be about focus.

Are the things you are doing today taking you closer to your vision? If your vision is to have a practice of people who love and appreciate you, are you asking today all such patients currently in your practice to refer you their friends and family? If your vision is to create a practice where patients are accountable for their appointments – what are you doing to establish that accountability today? If you want to be known for something, what are you doing to create that recognition? While the vision is about direction – start taking the necessary steps now to implement it. Remind yourself and your team frequently to take a breath, refocus and review what they’ve accomplished each morning, each afternoon and each day that is moving them toward the vision. Your actions today are what will enable you to realize your vision.

Your brain when you start writing down your vision may tell you this is silly, you can’t have that. You will fail. Our brain wants us to minimize stress, avoid pain and pressure, and consequently resist change. Play safe so we don’t have to worry about failure.

Do not listen to that part of your brain. It was designed to protect you from lions and tigers and bears, oh my, but now it may prevent you from enjoying the idea of accomplishing impossibilities.

Think about all the impossibilities: Man will never fly. Man will never go to the moon. There is a need for no more than 5 computers in the world. No one will buy a computer for their desk. Who would want to carry a phone with them all day? Who would pay for overnight delivery of a package? These were all ideas that were thought to be impossible.

Impossible is not a fact or truth. It really is only an opinion.

What are the impossibilities that you see for your practice? How far is your horizon? Five years? Ten years. Twenty or 100?

One team I work with as a coach developed their ten year vision, but the team members were so excited about the vision that they asked their doctor if they could change it to a five year vision. How’s that for team commitment?

Remember, like the pilot flying the helicopter, always keep the horizon in sight.

If you would like more information, please contact us at info.saltdpm.com

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This article was originally published by Tri-County Dental Society Bulletin

Creating an unforgettable New Patient Experience

By: David Milligan
Salt Dental Consultant
Part 2 of 2

Scheduling:

When scheduling a patient remember to give choices that are good for them as well as for the practice.

“Would the early or the latter part of the week be better for you?”

“Would 10:00 or 2:00 be best for you?” Always give time choices based on the blocked scheduling format and try to fill the most difficult times first.

When the day and time has been chosen say, “Okay Mr. Smith, I have reserved 1 hour of Dr. __________’s time for you on _______ at ______ o’clock.”

Use the word “reserve” and the doctor or team member’s name that they will be seeing. This makes it more personal and emphasizes the importance of the commitment.

New Patients arrival:

There is a counter between you and the new patient so please extend your hand and introduce yourself. Use the patient’s name.

Forms and the new patient interview:

New patients should be greeted immediately upon arrival. Use a dialogue similar to this:

“Mr. Smith, I would like to invite you into our conference room so we may talk for a minute.” Take a moment to ask about their expectations. "It helps us to know what you liked about your last office and what you didn’t like.”

Let the patient talk and listen actively to what they say.

“It gives our patients a great deal of comfort to know our practice philosophy and the types of services we offer. Our doctor provides the newest technology and takes pride in providing the highest quality dental care. We do general dentistry, cosmetic dentistry, implants, whitening, _______, _____________, and _________________.” It is helpful to show pictures. “We are very thorough. We will do an oral cancer screening every six months for you as well as screen you for gum disease. Our team is interested in helping you achieve your goals. The doctor will tell you everything that he/she sees that needs your immediate attention. Then, of course, you will have the final say as to what you would like to have done.

As a courtesy, we will file your insurance and follow up for a period of 60 days to ensure payment. At that time, if there are any challenges, we will contact you for assistance. We also work diligently to provide financial options."

Assistant and Hygienist Dialogue

Please extend your hand and introduce yourself in the following manner.

“Hello Mr. Smith, my name is _____; it’s so nice to meet you. Thank you for choosing us for your care. You will really like Dr. __________, he/she is wonderful. Dr. _______ has requested that I ask you a few questions about your teeth. Is that okay? Great! I will be focusing on areas you’ve noticed are sensitive.

When the doctor comes in he/she will also be looking for areas you may not have noticed, but that will need your immediate attention."

Ask the following questions:

• When you eat or drink something cold, like ice cream or iced tea, do any of your teeth ever hurt?

• If you eat or drink anything hot, like hot cocoa or soup, do any of your teeth hurt or ache?

• When you bite down on something crunchy or hard, like meat, nuts or tough bread, do any of your teeth hurt or feel weak?

•Do you avoid chewing on either side of your mouth?

•If you eat something sweet, like candy, honey or jelly, do any of your teeth react to that?

•If you had a magic wand and could change your smile, what would you change?

Magnify the complaint by asking the following questions:

•What happens when you ___________?

•How would you describe the pain?

•How long does this last? Does it keep you up at night?

•How long have you had it? Is it getting worse?

•Do you take any medication for it? How many, how often and does it help?

Once the issue is magnified, you will have a better idea of how to proceed.

“It sounds like you would be a good candidate for ____________.

“BUT LET”S ASK THE DOCTOR.”

Always end with, “BUT LET’S ASK THE DOCTOR.”

Doctor’s exam

This takes place with the assistant or hygienist in the room with you.

Introduce yourself to the patient. "It’s good to meet you." Ask the assistant or hygienist what are their findings. By listening, you learn where to focus your attention. This saves time. Provide a complete treatment plan and go over everything that needs their attention.

Use urgency dialog. "Make sure Mr. Smith gets the next available appointment.” When the appointment is finished the patient is “passed” to the financial manager by the assistant or hygienist as follows:

“Mr. Smith, this is __________ she will write you a receipt for today and then schedule your next appointment.” Turn to the financial manager and say, “____________, Mr. Smith needs a ________ and the doctor wanted to make sure you schedule him at our next available appointment."

This new patient experience combines like-ability and believability. Being congruent and consistent creates trust. When patients trust you, they say "yes" and refer more new patients.

If you would like more information, please contact us at info.saltdpm.com

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This article was originally published by Tri-County Dental Society Bulletin

Customer Service By: Lenora Milligan

Salt Dental Consultant
Part 2 of 2

I love to share great customer service experiences. I went into a Chick- Fil-A fast food restaurant and, much to my surprise, my expectations were exceeded. I was promptly greeted with a smile and eye contact. Every response was concluded with a “my pleasure.” I never heard the more common “No problem,” which highlights the negative. It was easy to see they had a clear customer service model and had taken the time to train their employees.

An employee that has poor customer services skills is not necessarily trying to provide poor service. Most simply do not know what the basics are and have never been trained. They are hired, showed around a bit, maybe given a manual, but otherwise “thrown into the fire”. Spend time training your team. Take a personal interest in each team member, find out who they are, what innate talents they possess and where they may need extra assistance. While protecting and enhancing their self-esteem, help them develop themselves into the very best that they can be. Do it not only because it helps you get where you want to go, but because it will help them get where they want to go.

Of course this means you need to create a vision of what you want your patients to experience. Make certain your vision is not just a bunch of words on a plaque hung on a wall somewhere. Instead ask each of your employees to write down the vision or mission of your business. See if they have similar feelings about who you are as a practice. If not, perhaps it would be a good idea to schedule some time so you can all get on the same page – time where you can work on your business instead of always working in it. If you don’t have a vision or mission statement, create one. Do it by deciding what you want for yourself and your patients. Don’t just think about what you want this week or next, but five or ten years from now. You’ll achieve more by thinking big and then going over your thoughts and thinking even bigger. Take a tour of your own practice while looking at it with “patient eyes.” Start in the parking area and notice what patients see when they approach your office. What do they smell, hear, and see when they open the door and enter. Stand where patients will stand, sit where they sit, lie down in the chairs and look up at the ceiling. Take notes, set goals and make changes.

Many practices offer water, tea or coffee when a patient arrives. They set out apples, breath mints or chapstick. They provide warm towels after procedures, juice and ibuprofen to go, wipes for eye glasses and some even have spa services. Most patients appreciate these things. Beyond that it can be a bit of a mystery.

How do you find out what your patient expects? Ask what is important to them. Do they want to keep their teeth, get out of pain, and never have an emergency again? Are they concerned about appearance or function or both? Find out. Then give it to them. Seriously, give them what they want and you will have a very appreciative, compliant patient that leaves and tells everyone they know about the best trip to the dentist they’ve ever had.

It is up to us to make what they need align with their personal goals. For example, a patient comes in with a cracking molar that is causing some pain. After addressing the chief complaint you could ask the patient if it is important to them to not have this type of painful experience again. Most likely they will say that it is. That is when you tell them about the opposing molar with a large fracture that if not taken care of will be splitting in half. You’ve told them what they need in a way that aligns with what they told you they want. If a patient comes in and you ask if looks, function and longevity are important and the patient says they like their smile, but definitely want to keep their teeth into old age, then refer back to those statements during your diagnosis. When you give people what they want you meet or exceed their expectations

Customer service starts with an attitude of gratitude. You must have a great appreciation for all of your patients. Yes, even the ones that ask a million questions, show up late, or fail to take your advice and end up being an emergency. They are, after all, the reason you are in dentistry and the reason you receive a paycheck. Create a culture of courtesy that starts with you and your team. Say please, thank you and it’s my pleasure. Think about great customer service experiences, or companies that are well known for their service. The Ritz Carlton, Nordstrom’s and others are great examples. Remember, it starts from the inside out. If you and your team treat each other with respect and courtesy, then it's easy to treat your patients the same way.

If you would like more information, please contact us at info.saltdpm.com

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This article was originally published by Tri-County Dental Society Bulletin

Abundance in dentistry By: Lenora Milligan

Part 2 of 2

When you believe that your patients cannot afford treatment because of the price of gas or the economy, you present the case differently than if you were thinking in more positive terms. This thinking error is called the externalization of blame. Utilizing this thinking error means that nothing is your fault and that you don’t have to change anything. You can’t accept you are responsible for your results. People who think this way frequently feel their lives are out of control. I understand the economy today is not as strong as it was, however, I also understand that making it the reason for my lack of success makes me a victim, not a winner.

Patients of course have their own stories. Some say they can’t afford treatment. It’s not always that they can’t afford it; it’s usually that they want something else more. Your job is to make sure you present treatment in a way that creates a desire or “want.” Here is an example. You approach a patient and say, “We need to take a pano x-ray today, it’s $100.00 and your insurance may not cover it.” The patient will most likely say no. Change your presentation to “We will be completing your oral cancer screening today.

Since one American dies every hour in the USA from oral cancer, we would like to take an x-ray that will allow us to see if you have any abnormalities that might be of concern.” The patient, who is now informed of the actual facts, will most often desire to have the treatment even if insurance doesn’t cover it. If you feel the need to add the financial and insurance information to your dialog please say, “The fee is $100.00 and many insurance plans cover it.”

Be aware of the use of limiting terms in your life and practice. “It’s only a cleaning,” minimizes the importance of the treatment. Instead of saying, “Your insurance only covers a small amount.” say, “It’s wonderful that you have insurance, they will cover X amount for you!”

Replace your negative thinking cycle with one of abundance. “There are more than enough patients to go around, everyone wants a healthy, beautiful smile.” It is true; everyone does want a healthy, beautiful smile. There are enough patients to go around. You are your own competition, stop worrying about the dentist next door. Create a positive, healthy, environment of abundance for your patients to enjoy. Exceed the patient’s expectations instead of meeting them.

If you would like more information, please contact us at info.saltdpm.com

Join us on facebook: http://www.facebook.com/SaltDentalPracticeManagement.

This article was originally published by Tri-County Dental Society Bulletin

Having a positive attitude will give you better results and everyone wants to be around positive, happy people who build us up and give us a reason to smile!

Abundance in Dentistry By: Lenora Milligan

Part 1 of 2

Is your practice as profitable as it has been in the past? Is it as productive as you want it to be or are you struggling? Most dentists want more – more new patients, more case acceptance and more money at the end of the month. I have spoken to countless dentists who say, “My practice is down this year, but what can you expect with the economy the way it is right now.” Or, “There just aren’t enough patients to go around, there are too many dentists in my area.”

What is interesting is that many dentists are having the best year ever while their colleagues are suffering. What is the difference? The ones suffering would call it luck. The ones prospering would say they think in abundance.

In Mark Fisher’s book, The Instant Millionaire, the old millionaire asks someone wanting advice, “Why aren’t you rich already?” It’s a very thought provoking question. Get a piece of paper, write down every obstacle you can think of that is preventing you from having all the new patients and case acceptance you want. Go ahead, don’t be shy, write it all down. Yes, even the stuff that seems silly.

Once you are finished, read the answers out loud to yourself, or read it aloud to a loved one. This is your story. Many of you have heard the expression, “That’s my story and I’m sticking to it!” It’s true, we tell ourselves a story, then buy into it and stick with it – sometimes for life. People like their stories and repeat them to themselves on a regular basis.

Sometimes we even buy into other people’s stories as well. You usually don’t realize your story is self-limiting until you see it in writing. Then suddenly you realize what you have been doing to yourself. Stories contain your fears, rationalizations, justifications, doubts, excuses and thinking errors. Once you recognize you are telling yourself a story you have the power to change it.

If you would like more information, please contact us at info.saltdpm.com

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This article was originally published by Tri-County Dental Society Bulletin