3 Ways to Increase Treatment Plan Acceptance

How to Discuss a Treatment Plan With Your Patients

Treatment Planning — Presenting Your Plan to Earn a New Patient

Treatment Planning — Presenting Your Plan to Earn a New Patient

4 Words to Avoid When Presenting Treatment Plans

Accepting treatment is a big decision for any patient, especially when high-value procedures are involved. It can cost a lot, and it can be scary for some patients when you tell them the best plan of action is to do something uncomfortable like get a tooth extracted.

No matter how scary the procedure is to patients, there’s a lot you can do to get patients to accept your treatment plan. For example, acting personable and caring and having the right systems in place can help. But one thing a lot of dentists overlook is word choice. In fact, you can immediately improve case acceptance by avoiding these four simple words.



4 Words to Avoid When Presenting Treatment Plans


If something is “a maybe,” it’ll likely be a “no.” Maybe conveys a lack of confidence. It conveys a lack of urgency. So, if a patient asks whether they need to address an issue, answer confidently. And when you suggest something to a patient, be clear. Never say, “Maybe we should fix this issue.” Instead, say “We should fix this issue” or “Yes, fixing this issue will improve your health.”

Put yourself in their shoes. Imagine you’re at a dermatologist, and after examining your skin they tell you they’re worried about a mole and want to remove it. Most people would be less likely to pay for them to cut it off if they said, “Maybe we should remove this mole.” They’d be more likely to ask about alternative treatments or whether the mole can be tested before spending the money on removing a mole that turns out to be not problematic.

Most people would be more willing to accept treatment if the dermatologist says, “We need to remove this mole. It poses a threat to your health.” That decisiveness makes removing the mole an urgent matter that is putting the patient’s well-being in jeopardy.


When you tell people something is cheap, there are usually two thoughts that will go through their head. The first is that if it’s cheap, then it’s low-cost. The second is that if it’s cheap, then it’s low-quality.

“Cheap” is a harsh word. Always be replaced with “affordable” or in terms of “value.” When someone tells you something is affordable or a good value, it comes across as being low-cost but without the negative connotation of it being low-quality. Thus, when talking with patients, talk about procedures being affordable or a good value instead of cheap.



4 Words to Avoid When Presenting Treatment Plans


Speaking of low-cost, avoid saying the word “cost” to a patient when discussing treatment. For example, if you tell a patient that getting an implant is going to cost them $5,000, they will immediately think of how much money they have in the bank. If they don’t have $5,000 in the bank (or a credit card with a high available credit that they’re willing to tap into), they are less likely to move forward. When discussing financial terms, focus on monthly payment plans instead of the total price and let them know you have several ways to help them fit their treatment needs into their budgets. Most patients think in those terms.

Instead of discussing “costs,” focus most of your discussions on the “value” of the procedure. That makes patients think about your treatment plan as an investment in achieving an outcome they desire. For example, you might say “The real value is having a fully-functioning smile again. You’ll be able to eat what you want. You won’t have to remove your dentures anymore. And you’ll be able to avoid large expenses that come from your teeth shifting or bone loss.”

Reminding patients of the value of your treatment plan and the outcomes they will receive, helps them better appreciate the benefits of moving forward with your plan.


While it might seem logical for people to try to “solve” problems, the reality is most people try to avoid them. Thus, when you describe something as a “problem” to a patient, many patients will instinctively push back or procrastinate. “Problems” feel big to patients. And big feels expensive to patients. Thus, of the patients who are of the mindset to find a solution—rather than to procrastinate—many will seek second opinions, giving another practice an opportunity to woo your patients.

Instead of the word “problem,” reframe your presentation using the word “issue.” It’s a gentler way of saying there’s a situation with their teeth that can be resolved through the treatment plan you’re presenting to them. Thus, instead of “the problem with your tooth is,” you might say, “there’s an issue with a tooth in the bottom right of your mouth that requires” and then present your treatment plan to the patient. Your patient is much less likely to push back when you present the issue rather than a problem.

Have you been using these four words when presenting your treatment plans to patients?


4 Words to Avoid When Presenting Treatment Plans


Consistent case acceptance can make or break your practice. Word choice might seem like a nuance that doesn’t amount to much but patients are much more likely to move forward with treatment plans when you avoid these four words.

If you want more strategies to help you increase case acceptance, plus coaching for you and your team, and more, join our Delivering WOW Platinum Coaching Program today.


Summit Shoutout with Elijah Desmond

Summit Shoutout with Elijah Desmond

How to Improve Case Acceptance for High-Value Procedures

When patients are considering treatment, it can be an investment of time and money that they hesitate to make. This is especially the case with high-value procedures that come with large out-of-pocket investments.

If you’ve struggled with case acceptance for high-value procedures, these five strategies can help.

1. Make the Patient Experience Personal Before It Becomes Procedural


How to Improve Case Acceptance for High-Value Procedures


It’s very important to do a “meet and greet” with a complex care patient when they come into your practice. After they sign in, the front desk team should let you know they’re there.

You—not the treatment coordinator, not the dental assistant—should then walk into the waiting room, introduce yourself to the patient, and welcome them to the practice. Then bring the patient into an area where you can talk privately about moving forward with treatment.

By doing a meet and greet, you’ve created a personal connection with the patient. If you start a relationship with a patient by doing diagnostics, X-Rays, and educating them about the treatment process, you’ll create a very cold relationship with them. You want to be warm and friendly and you want to connect with them personally. Complex care patients are investing a lot of money into their treatment. They need to trust you in order to move forward with you and the best way to get them to trust you is to develop a personal connection with them. 

2. Understand Patients Before You Educate Them

Following the meet and greet, when you’re in the confidential talking area, get to understand the patient using “the four chiefs.” This concept was taught by Dr. Paul Homoly at our 2019 Delivering WOW Summit.

The first chief is the chief condition. That’s the condition that brought the patient into the dental practice. Discovering their chief condition is done by asking them a simple question: What can I do to help you?

The second chief to discover is the chief disability. The disability is how the condition interferes with the patient’s life. Does it embarrass them? Does it make it difficult to chew?

The third chief is the chief behavioral benefit. Patients get their teeth fixed because of the behavioral benefits the treatment brings to their lifestyle. You might be interested in the clinical benefits, but patients are interested in the behavioral benefits. If their disability is that they’re embarrassed about a gap in their teeth, then the behavioral benefit is that treatment will give them more confidence.

The fourth chief is the chief fit issue. Fit issues are the life circumstances patients go through that they have to fit your dentistry into. Money, for example, is a fit issue. They need to fit treatment into their budget. Time is another fit issue. They need to be able to fit treatment into their schedule.

Identifying these four chiefs will not only help you to understand your patient but it will also help them understand you and your motives.

It will become clear to them that you aren’t just trying to sell them something. Don’t educate them about their treatment until you understand them on a more personal level if you want them to move forward.

3. After the Exam, Discuss Conditions Patients Are Concerned About Before You Discuss Conditions They're Unconcerned About


How to Improve Case Acceptance for High-Value Procedures


Once you’ve performed your exam and charted everything out, do three things. First, bring awareness to the patient about their conditions. Second, tell the patient what the consequences of the condition are if they don’t get treatment. Third, determine whether they’re concerned about those consequences. 

These three things help you discern what matters to them. That allows you to present treatment for the conditions they’re concerned about before you present treatment for conditions they aren’t concerned about. If you do that, they’ll be better listeners and more likely to move forward.

4. Understand Their Budget

When you go shopping for a home, the realtor will ask you for your price range before they ask anything else. Only then will they present potential homes to you.

You have to be the same way when presenting treatment to patients. Understand what’s suitable for your patients’ budget so you know what treatment they can afford and whether you need to educate them about financing options or other ways to fit treatment into their budget.

5. Don't Make Case Acceptance a Condition of a Good Continuing Relationship


How to Improve Case Acceptance for High-Value Procedures


No matter how important a treatment plan is, some patients just won’t or can’t move forward. That’s okay. Love them like you’d love any patient. Treat them well and continue to give them the best patient experience possible. If not, you risk losing them completely. If you do, they may find themselves in a better position to move forward and accept treatment later on. 

Are you ready to perform more high-value procedures?

If you have trouble getting patients to accept treatment, use these five strategies to improve. And if you want more help, sign up for the Delivering WOW Platinum Coaching Program where you can find more training and coaching on all aspects of running and growing a high-profit dental practice.

3 Ways to Improve Case Acceptance

In any dental practice, it’s really important for patients to accept your treatment plan. For your patients, getting the care they need will let them experience all the benefits of having a full, bright, healthy smile offers. For your practice, you will be able to grow, be more productive, and make bigger impacts on people’s lives.

A lot of the time, however, patients hesitate to accept treatment. One reason is that sometimes treatment is expensive. This is especially important for high-cost procedures like dental implants and crowns. But accepting treatment is also an emotional decision. Many people are anxious about even routine dentistry. More complex care is even scarier to those people.

In my Delivering WOW Platinum Coaching Program, I sat down with Dr. Chris Bowman, who helps practices increase case acceptance, especially as it comes to helping patients overcome the emotional hesitations they often feel when treatment is presented to them. Here are three strategies to help.

Speak English, not “dentalese.”


3 Ways to Improve Case Acceptance


Just because you learned all the jargon of dentistry in dental school doesn’t mean you speak that same jargon with patients. As Dr. Bowman describes it, don’t speak “dentalese” to patients if you want them to say yes to treatment.

Instead, explain dental issues to patients the same way the patient would explain it to their friend. Your patient wouldn’t tell their friend “I’m gonna have an MOD on number 13 and an MO on 15.” They’d say, “I’m going to have a crown and a couple of fillings.” Instead of saying, “You have five areas of decay,” say, “You have five cavities.”

Don’t confuse the patient or scare them by making them think their care is complex when it isn’t. Simplify things for them, and getting treatment will seem a lot easier to them.

Simplifying treatment by speaking English, not dentalese, will help patients understand their treatment and avoid putting them off by big words that sound intimidating. Things will almost always sound much more serious when you use technical jargon. This might cause your patient to feel overwhelmed, and they might find another practice in the hopes of getting a simpler treatment recommendation.

Often patients are scared, and that’s what’s keeping them from moving forward with treatment. You’ll only scare them more if you make a simple procedure like a root canal sound like a complex treatment.

Focus on the problems you will help them overcome instead of the solution.


3 Ways to Improve Case Acceptance


If you ask your patient what they want their teeth to be like a few years from now, you’ll get an idea of what type of treatment they want. You can then analyze their teeth and see the problems that are preventing them from getting what they want.

Maybe they want to have straight teeth. If they’re missing a tooth, though, that could lead to crowding. That missing tooth would be a problem that is preventing them from getting the straight smile they want. You need to focus on that problem and tell them that they aren’t going in the direction of having a straight smile without treatment.

Let patients know how your treatment plan will redirect that in the right way. Don’t try to scare them, but let them know that if they don’t get treatment soon, things will get worse so it will be the simplest and easiest to take care of it now. This will motivate patients to accept treatment because they won’t want things to get worse.

Frame your treatment recommendations as a better alternative to what will happen if they don’t get treatment.


3 Ways to Improve Case Acceptance


There are a couple of things we can do to help patients see the difference between what we’re recommending and where they’re heading. Most patients don’t see what Dr. Bowman calls the “other side of the problem.” The other side of the problem is what’s going to happen if they don’t do anything—in other words, the consequences of not getting treatment.

If the patient has mild to moderate periodontal disease, for example, we can suggest non-surgical gum treatment. When presenting it to them, however, we should explain that if they don’t treat their periodontal disease, they will eventually need to have surgery later. Non-surgical gum treatment will seem like a better alternative than surgical gum treatment to a patient, and they’ll be much more likely to move forward with treatment and avoid surgery.

Are your patients saying yes to your treatment plan?

If your patients aren’t accepting treatment, you will help fewer people and work too hard for too little money. These three strategies will help you get more patients to move forward with the treatment they need.

For more help getting patients to say yes to your treatment plan, join my Delivering WOW Platinum Coaching Program, where you will get help from experts like Dr. Bowman on case acceptance plus work directly with other leading experts on everything you need to run a smoother, better, and more profitable practice. You can also join thousands of other dentists helping each other in my free Dental Marketing and Profits Facebook Group!

3 Steps to Increasing Case Acceptance Fast

One of the quickest ways to increase profits while simultaneously helping patients is to improve your case acceptance rate. Unfortunately, dental school doesn’t do a great job teaching best practices for improving case acceptance. And the truth is, it doesn’t matter how detailed our brochures are or how well we explain the treatment procedure. That just doesn’t cut it. Here are three steps to increasing case acceptance fast.

1. Monitor case acceptance during your daily morning huddle.


3 Steps to Increasing Case Acceptance Fast


What gets measured gets improved. Thus, if your goal is to improve case acceptance, you must first see where you are. Many practices have no idea what their case acceptance rate is. Don’t let this be you.

To start, address case acceptance during your team morning huddle. Look at what treatment you and your team presented and what was accepted. Calculate your case acceptance rate based on the value of the treatment presented compared to the value of the treatment accepted. For example, if you presented $100,000 worth of treatment and patients accepted $40,000, you would divide 40,000 by 100,000 to get a 40% acceptance rate.

2. Monitor each team member’s impact on case acceptance.


3 Steps to Increasing Case Acceptance Fast


At least once a week, monitor and report how each team member impacts case acceptance. This is a little more in-depth than just looking at treatment acceptance. The goal is to help each person who interacts with patients improve their contributions.

Is each person contributing to a positive, professional, trustworthy experience for patients? Does each patient have a positive experience before and during their exam? Is each patient invited to ask questions? Does your finance manager have several financing options ready to present to patients to help them afford their care? When the patient is presented with their treatment plan, is it conversational? Is it focused on life improvements for the patient (e.g., no more hiding your smile or removing dentures for cleaning)? Or, is it very technical (e.g., describing the procedure itself)? If your case presentation is technical, patients will be much less likely to move forward. If you focus on outcomes your patients actually want, they will be much more likely to move forward.

3. Create a patient follow-up plan for all patients who leave without scheduling treatment.


3 Steps to Increasing Case Acceptance Fast


No matter how well you and your team treat patients and present treatment plans, some patients will leave without scheduling their treatment. Sometimes, they need to talk with their spouse. Other times they have to check their calendar or talk with their boss about getting time off. Still other times, they need to budget for their treatment or want to compare financing options. Helping patients understand insurance coverage and find other ways to afford care will help but some will still want time before moving forward. If they are not ready to move forward, try to understand why so you can help them overcome any obstacles standing between them and the care they need.

Once a patient leaves your office, however, it is highly unlikely that they will get back to you. Even if they intend to, their lives are busy and their treatment plan often falls through the cracks. We have to make sure we follow up with them to help them move forward and get the treatment they need.

If you don’t follow up with a patient in a timely manner, then their unscheduled treatment might end up slipping through the cracks and never happen. To avoid that, assign someone on your team to call patients with unscheduled treatment on a regular basis. Use email or other methods of communication as well.

What do you do to improve case acceptance?

While the top-performing dental practices reach 65% case acceptance rates, half of dental practices see less than 40% of their presented treatment accepted. At Delivering WOW, we pride ourselves on helping our clients having case acceptance percentages significantly higher than industry average.

What’s your treatment acceptance percentage? Do you need to increase it? Do some of your team members need improvement with their case acceptance percentage? Do you have a follow-up system in place? Asking questions like these will help you to increase case acceptance in your practice.

If you want help increasing your case acceptance rate, sign up for our Delivering WOW Platinum Coaching Program where experts like Dr. Gregg May, Dr. Chris Bowman, and Dental Intel’s Weston Lunsford will work with you and your team to help you improve case acceptance fast.

How to Improve Phone Call Conversions with Mango Voice

How to Improve Phone Call Conversions with Mango Voice

Does your team struggle to convert potential new patients over the phone? If you’re nodding your head, this conversation with Jonathan Karren, the Account Executive at Mango Voice Phones, will be like music to your ears!

In the episode, we talk about how you can improve call conversions to help grow your practice and fill-up your weekly schedule. Jonathan’s role at Mango Voice is to drive customer acquisition through direct sales, social media marketing and partner relationships.

If you’re not familiar with Mango Voice, they are an enterprise-grade VoIP phone system based in the cloud. With its time-saving features, they help dentists and other business owners from all over the world run their business much more efficiently.


How to Improve Phone Call Conversions with Mango Voice

On the podcast we discussed…

  • What Mango Voice is and how it can help you increase phone call conversions
  • How you can use phone call recordings as a coaching guide for your team
  • Using SMS to respond to missed calls and get back to patients quicker
  • Converting voicemails to emails
  • How to use Mango Voice to market your services
  • Tracking the performance of your marketing campaigns using number tracking technology


How to Improve Phone Call Conversions with Mango Voice


If you’re interested in using Mango Voice, you can get your first two months FREE!

Mention the Delivering WOW podcast in an email to jkarren@mangovoice.com. But hurry, this is a limited time only offer!

For a sneak peek into the episode watch this short trailer video where Jonathan explains how you can convert more patients over the phone:


Three Strategies for Achieving Massive Profit Growth in Your Practice

Practice leaders pay a lot of attention to attracting new patients. We love helping dentists attract new patients. Through Facebook, dental marketing funnels, and other strategies, we help practices attract patients on autopilot. That sets up practices to achieve consistent patient growth with very little effort.

With that in place, you have two choices. First, you could grow your practice by welcoming new patients into your existing systems and processes. That achieves consistent revenue and profit growth. Your practice grows based on your patient growth. Second, you could leave your marketing on autopilot and focus efforts on other strategies for making your practice even more profitable. This second option is how dental practices achieve massive growth. Here are three examples of ways to increase practice profits from existing patients.

1. Increase Productivity Per Visit


Three Strategies for Achieving Massive Profit Growth in Your Practice


When you add a new patient to your practice, you naturally increase profits by a small percentage. When you improve productivity per visit, a small productivity boost can help you achieve a much larger profit increase.

For example, Delivering WOW team member Josey increased productivity for hygiene visits by more than 50%. She started below $200 per visit and increased production to more than $300 per visit.

Increased productivity per visit is important because it impacts both existing and new patients. You can increase productivity per visit many ways. Josey made sure her hygienists had more time with patients. She also talked with her hygienists about additional products and procedures they could offer patients.

Other ways to increase productivity per visit is to use block-scheduling techniques and perform multiple procedures per visit instead of spacing them out.

2. Offer Membership Plans


Three Strategies for Achieving Massive Profit Growth in Your Practice


Membership plans are a simple way to increase profits for your practice. Membership plans can be very profitable for fee-for-service and PPO practices.

With membership plans, patients pay a one-time activation fee to sign up and small ongoing monthly fee. The plans generally include two cleanings, fluoride, x-rays, and exams plus a discount on other procedures. Josey’s membership plan requires a $75 activation fee and a monthly fee of between $25 and $45 and offers a 15% discount to members.

Membership plans have several benefits. You reach a large uninsured market that would not otherwise receive the care they need. You can also give local businesses that cannot afford to offer dental insurance an affordable alternative.

Membership plans generate recurring revenue that grows over time as you add more people in your plan. Moreover, the discount you provide on services is generally much lower than you provide to patients with insurance.

3. Diagnose all Treatment Needed


Three Strategies for Achieving Massive Profit Growth in Your Practice


Too many dentists only diagnose what is urgent. They only talk with patients about what is urgent. If a patient arrives in pain, they only address the issue causing them pain. With that approach, the only things you will treat is what is urgent or causing a patient pain.

You can serve patients better while simultaneously increasing your profits by diagnosing and discussing all treatment needed by each patient. For example, one dentist had a woman move forward with $10,000 in treatment after diagnosing all treatment needed, not only what was urgent. The woman had been a patient in her practice for years but had never known what it would take to achieve optimal mouth health. When she finally had the right conversation, the patient paid $10,000 and was ready to go that day.

To start this type of conversation, ask, “Would you like to know what it would take to get your teeth to optimal comfort, function, and aesthetics? Would you like to know what it would cost to make your mouth perfectly healthy?”

They always say yes. When you diagnose everything and provide flexible payment options, many patients realize the cost is not as much as they expected. Some ask whether they could pay over time. Others ask if they could schedule the treatment over time. The more flexible you are with payment options, the more likely you are to have more patients move forward with all the treatment they need.

Are you focused on total practice profitability?

While attracting new patients to your practice is important, it is only one way to increase practice profits. The fastest growing dental practices also focus on having systems and processes in place to achieve total practice profitability. Productivity per visit helps you increase profits on a large scale with only a little effort. Membership plans help you generate new, highly profitable, and recurring revenue streams. Diagnosing all treatment needed and offering flexible financing options gives patients the opportunity to move forward with all the treatment they need, not just what is urgent.

We’ve been helping practices track and improve their productivity per visit in our monthly Marketing & Practice Growth Challenges. This challenge is for any practice who wants to grow their production per visit, create a 12-Month marketing plan and launch a marketing campaign to improve their community presence. Learn more at http://www.deliveringwowchallenge.com and use the code CHALLENGE to get 20% off at checkout!

The True Cost Of Not Having “Bulletproof” Verbal Skills With Dr. Chris Bowman


Dr. Chris Bowman is a full-time practicing dentist, speaker, author, and dental coach from Charlotte, North Carolina. A graduate of the University of North Carolina – Chapel Hill School of Dentistry, he started Advanced Dentistry of Charlotte in 1996, where he currently collects among the top 5% of dentists nationally.

Dr. Bowman also serves as a Clinical Instructor for Six Month Smiles since 2011. Focal points in his private practice include elective cosmetic dentistry, esthetic restorative dentistry, Six Month Smiles adult orthodontics, aligner orthodontics, Pinhole Gum Rejuvenation, Obstructive Sleep Apnea treatment, and sedation dentistry.

In 2005 he founded Dental Insiders, which provides coaching, consulting, and training programs for dentists and dental team members. DI currently reaches over 3100 dentists domestically and internationally, at several levels ranging from E-letter subscribers to private coaching clients in his Dental Success Blueprint program.

Dr. Bowman has authored numerous articles on practice growth, communications, marketing, and internal business strategies. He has been a contributor to Dental Economics, The Profitable Dentist magazine, 1000 Gems, and several online dental publications and forums, including Dentistry IQ. He has also shared the stage internationally as a dynamic speaker with many of dentistry’s leading speakers at such events as the Yankee Dental Congress, Excellence in Dentistry’s “Spring Break” Seminar, the Academy of Comprehensive Esthetics Seminar, 1000 Gems Super Seminars, Rondeau Annual Orthodontic Symposiums in Las Vegas and Toronto, and the British Academy of Cosmetic Dentistry’s Annual Session.


In today's episode we discuss:

  • How Simple, reproducible SYSTEMS and “Dental Communications” are THE missing links to massive success in every dental practice.
  • The true COST of not having “bulletproof” verbal skills!
  • Why ALL team members must exhibit “friendly phone fluency”
  • How to “Reel In” New Patients when they call…my simple 1-2 punch
  • What to do after the call and before the appointment to virtually guarantee your new patients will show up!
  • How to structure the sequencing of steps in New Patient and Hygiene appointments to maximize treatment acceptance
  • Why TEAM members need to initiate discussions of dental problems with patients…to TEE UP the doctor (ladder of authority)
  • Why “Case Presentation” often fails…and the secret that drives treatment acceptance like nothing else!
  • Building Value vs. “Teaching How To Do It”
  • Effective “Front Office” communications, including financial arrangements, scheduling, etc.
  • Internal Marketing techniques that keep you “top of mind” with your patients
  • Acquiring AWESOME Reviews and Testimonials…”Catch them saying something good”
  • Leveraging Patient Satisfaction for Referrals
  • and more!


Contact Chris at Chris@dentalinsiders.com






How to Increase Case Acceptance and Production While Decreasing Office Stress with Dr. Bryan Laskin


A University of Minnesota Dental School graduate, Dr. Bryan Laskin operates a successful 7 dentist private practice in Wayzata, Minnesota. In a very short time, Dr. Laskin has discovered the secret to success to getting your treatment plans accepted is better communication.

Dr. Laskin knows the importance of systems and runs his practice on systems. His team is all aligned have created a very creative approach to getting more cases accepted.

Dr. Laskin shares time-saving strategies and well as strategies to increase production. He also shares strategies to build the right team, as well as the importance of the dentist being a strong leader.

Dr. Laskin also discusses the importance of putting in KPI's to increase productivity as well as modern day communication tools which can be used inside of the office to increase communication between the providers and the team as well as HIPPA secured email and texting platforms to communicate with patients and specialists.

Tired of expensive and outdated lightboxes and ineffective and annoying headsets (note – yelling down the hall was never even considered an option), Dr. Laskin created a cloud-based communication software which could be used from devices he already had in his practice. Once PAGER was born, his office production increased 37%; an increase he credits to his patented customizable checklist messaging, one-touch paging, and his bonus system (more on that here).

Dr. Laskin then recognized the improvements internal communication had on Lake Minnetonka Dental’s quality of care and increased production could be applied to any dental practices external communication with his patients,referring docs and labs. When RECARE and CHORUS were launched, OperaDDS became dentistry’s complete communication solution, and its simplicity and affordability have lead to an explosive community of securely communicating professionals.

Offering HIPAA-compliant email and case collaboration, simple patient recall and an intra-office messaging which delivers the information you actually need, OperaDDS has proven to be the most progressive and most compliant communication software, while remaining the most intuitive and most affordable.

Links In This Episode:


The Delivering WOW Hangout

Learn More About Delivering WOW U!

How Masterminds Can Fast Track Your Success And Help You Finish Well with Dr. Bill Williams


Dr. Bill Williams, the Author of Marketing of the Million Dollar Practice and the Founder of Solstice Dental Advisors has over 40 years experience in practice. He has built 2 multi-million dollar practices, and knows what works to be successful.

Through his Masterminds, he focuses on helping dentists to finish well by making smarter decisions of how they run their practice from day-to day.

He teaches:

  • How to double the value of your practice at retirement
  • The $10,000 Day A Dentist
  • Trust Building Techniques
  • Psychology of Sales
  • Team Dynamics: Getting the most out of your team
  • Cause Dentistry (being involved giving back, missions, charity clinics, free dental days, etc.)
  • Efficiency techniques to improve profits and lower overhead
  • KPI's: What they tell you – Ratios, Totals, Averages

In this episode, we discuss the importance of having the mindset of success if you want to multiply your profitability and efficiency. We discuss the role of marketing, and why all dentists need to have a strategic plan to market their practices. Bill shares tips for closing more cases, as well as his secrets to building multi-million dollar practices.

This is one episode that you don't want to miss!

Links In This Episode:

5M Mastermind

Solstice Dental Advisors

The Delivering WOW Facebook Group

How To Treatment Plan for Success with Andre Shirdan


Andre is an author, inspirational speaker, coach and certified trainer. He is the Creator of The CREW Process, and co-creator of the periodontal StatCk (Stat Check). Today, Andre celebrates close to 30 years in dentistry and the practices using his CREW Process have found great personal success.  Andre is known to be motivational, genuine, down-to-earth, frank and devilishly funny.

In this Episode, Andre and I discuss what is takes to be successful in getting your patients to accept treatment plans. Andre gives special focus to the area of treatment planning in the area of Periodontal services.

Here's what we cover:

  • Why so many patients have a hard time accepting their Periodontal treatment plans.
  • Why every dental office needs a clinical protocol for diagnosing periodontal disease.
  • What common mistakes dentist making as it relates to treatment planning periodontal treatment.
  • The role of verbal and diagnostic skills
  • What it takes to have better conversion on treatment plans

Andre also discusses his revolutionary approach to systematizing the diagnostic process, based on A, B, C, D's

A- Asymptomatic

B- Bleeding


D- Depth/Disease

F- Failing

Click Here To Get a FREE Copy of The Stat Check!

Beyond 32 Teeth: Leading Your Team Through Communication with Dr. Lisa Knowles

Dr. Lisa Knowles writes daily and has contributed articles to Dentaltown Magazine, Dr. Bicuspid.com, The ProDentist, Dentistry Today, Dental Products Report, and Dentistry IQ.  Lisa has a wealth of information that inspires dentists to look at dentistry and health in new ways. Encouraging leadership, communication skills, personal growth and practice management are some of her strongest subjects.

Dr. Lisa Knowles’ interest in dental care Beyond32Teeth® grew throughout her extensive educational background beginning at Alma College, as a Communication major, and then next at the University of Michigan where she earned her DDS degree. After 15 years in practice, and seeing a need for communication expertise in private practices as well as in dentistry as a whole, she decided to marry her two loves: dentistry and writing/communication. With these skills, she helps dentists strengthen their teams & find more personal satisfaction as a business owner, a clinician, and a leader.

In this episode, Lisa and I discuss why communication is so important when building your dental practice. We discuss the role of being an effective leader, as well as the importance of delegation to multiply your results.  Lisa discusses the importance of taking the time to train your team, as well as the importance of providing feedback for your team so that they can perform. She discusses the importance of checklists so that everyone knows what to do, as well as to have a specific person on your team to ensure that all systems are implemented.

Download Your Copy of “The Complete Checklist to Systematizing Your Practice”

Links In This Episode:

Beyond 32 Teeth

Audible.com: The #1 App that I use to listen to books while in the car or on the go

The Delivering WOW Free Facebook Group

Recommended Reading from Dr. Knowles

Getting Naked Patrick Lencioni

Checklist Manifesto Atul Gawande

Want Patients to Accept Your Treatment? Start With Why.

When your patient comes to your practice, it is important that you understand why they are there. What are they looking for? What is their why? Are they looking for crowns or do they want peace of mind that their tooth won’t break while on vacation. Are they looking for scaling and root planing, or do they want to ensure that their teeth won’t get long or loose. Do they want veneers or teeth whitening, or is it that they want self-confidence. Once you know your patient’s why, you can ask better questions to provide solutions to their problems.

The best way to find your patient’s why is to ask open-ended questions. Questions like what is your immediate concern? Why is that of concern? Which side do you want to start first? Would you like to schedule this week or next week? Notice, none of these questions could be answered with yes or no. Each question would require the patient to give details of what they want and why. 

One of the most common questions that I like to ask is what is your resistance? I ask this when patients say that they don’t want braces, or they don’t want to do a root canal. When you ask this simple question, people tell you their real story. Perhaps their spouse lost a tooth because they had a root canal and did not do the crown. If they share that story, you can explain the real reason why they lost the tooth. Perhaps they fear braces because of the look of the metal, not knowing that ceramic brackets are an option. Perhaps, their child is getting married next month, and their resources are tied up with funding the event. Perhaps they are moving in 2 months, and they don’t realize you can complete their crowns in plenty of time before they leave. Once you know your patients’ resistances, you can speak to that and answer their questions. Once people have clarity, they can make a decision to move forward and accept your recommended treatment.

Download a free Audible copy of Start With Why by Simon Sinek

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Do You See Your Patients as Customers?

While doing a podcast interview with Howard Farran earlier this week, he heard me refer to my patients as customers. So…I thought that I would do an article on this topic.

In my practice, we absolutely see our patients as being both patients and customers.  The patient aspect is in delivering amazing, consistent dental work that will be strong, look natural and will give long-term peace of mind. The customer aspect is in finding out what our patients are there to “buy”, and giving it to them.  

Our patients don't buy crowns, they buy peace of mind knowing that they won't have a tooth break while on vacation. They don't buy Scaling and Root Planing, they buy peace of mind that their teeth will not start to look long or get loose over time.  

We developed a system of asking “why”.  So if a patient says they don't want braces, we ask them why.  Then we find out what their real resistance is and can speak to that.

This concept is really about our perception. It's not about us calling patients customers when we speak to them. 

Once we have made a decision to open a dental practice, we are opening a business. Some dentists do not want to become business owners, and that is absolutely fine. However, if you choose to do so, you will have a more successful business if you find out what matters most to your patients, know your numbers, create consistent systems, and only create marketing strategies based on getting the best ROI. 

One other good point is that it's never about us; it's about the patient. Although patients can “love” us and our team, if the quality is not good or if you don't respect their time, they will move on to the next dentist that they love. 

In my practice, our new patient numbers went from 15-150 by finding out what they want. We did so by asking our long time patients, though post-treatment surveys, as well as by asking our Facebook community.

These were our findings:

1.)People want to be seen on time: Some people don't have a lot of time to wait. What matters most to this group is being seen on time. If they consistently have to wait, they will find dental services elsewhere.

2.)People want peace of mind that their dental work will look natural, be strong, and will be long lasting: This is the group that may be willing to wait forever to see you.  What's most important to them is that their denture fits, their smile is beautiful, or that they don't have to keep coming back.

3.) People want a great experience: Many fearful patients fall into this category. What matters most to this group is how you make them feel, and that you have a personal connection with them.

I challenge you to find out what matters most to your patients/customers, and give it to them.


Here’s How We Increased Revenue by 100%

When I look back on my evolution as a dentist and a business owner, all I can say is “WOW”!  Every year I say that the next year will be the best year ever, and it always is.  

First I built a practice based on having strong core values and a unique office culture. Next, my TEAM and I put in systems of creating manuals and tracking and measuring everything. Then, once the systems were in place, we really worked on developing our brand.

2014 saw a 68% increase in revenue over 2013's numbers, and we were thrilled!  However, I knew we could do more. We could expand our services. We could add additional providers. We could give back more to the community. We could expand our hours. We could create more unique patient experiences. And we did.  

Next, I was introduced to the concept of tracking individual services based on revenue goals for the year.  I thought, “I am a dentist!  That doesn't make any sense.  I can only diagnose and recommend treatment that a patient needs. I can't do that!”  Then I got it….

Things that you focus on, grow.  

So in order to accomplish our goal of completing a specific number of services, it would have to mean that our patients experiences would have to amazing. Our team would have to be well trained so that they could educate patients on the benefits of all of the services that we offer.  We would have to ask lots of questions to find out what matters most to the patients. The quality of our services would have to be amazing. We would need tools and technology to show the patients why we recommend ideal treatment. We would need systems to start the same day. And we did.

So we started to track individual services.  We set targets for every service that we offer based on revenue goals. The most interesting thing is that we really did not diagnose any more procedures, but everything else changed. We became obsessed with “Wowing” our patients.  We became committed to not let a patient leave our practice without having all of their questions answered.  We worked through lunch and stayed late.

The first month we met all of our goals except for one.  My team told me that the target was too high.  I said, “No we can do it!”  And we did. The following month we met that goal, and all of the others.  It was amazing. The third month, my TEAM actually increased the goals, and that's where it got really interesting.

Needless to say, at the end of month 6, it was time to celebrate!  The entire TEAM received 1 month's salary as a bonus, which came as a percentage of profits.

Ready to receive massive growth?  Here's how it works. We use a whiteboard to list all services that we offer.
  -The target number is written next to the service in red
-Every day we place the number of how many of that service is completed month to date in blue.   
-The blue number changes to green once we meet the target.  

**The goal is to have all of the blue numbers change to green.  This is where we currently are for September month to date.

Here's an example of how we implemented the system of tracking crowns:  

  1. We only diagnose crowns for teeth that would benefit from a crown. These are teeth with large, leaky fillings, teeth with failing crowns, or teeth which have had root canals which were never restored.
  2. Our TEAM has had hours of training in crowns through our weekly lunch and learns. This includes understanding the benefits of crowns, the different types of crowns that we offer, and the long term effects if recommended crowns are not completed. As a result of their training, they are able to spend lots of time showing before and afters of cases done in our office, physical examples of crowns, as well as educational videos.
  3. We created a system of how the phone is answered when “shoppers” call and ask for the price. We, in fact, ask them questions such as which type of crown would you like, or what has caused you to need a crown. By asking questions, you can better serve your customers. This is because you know what they want and why they want it.  Asking questions also shows them that you understand their needs, and can help them. 
  4. We created the SYSTEMS to start a crown the same day.  Our assistants do all of the preliminary work such as the impressions, x-rays, as well as fabricate the temps, so it is easy for me to work in a crown while I am completing a procedure on a different patient.  We also offer complimentary arm and hand massages, so the next patient can be numbing and enjoying their massage while I finish my crown preparation.
  5. We offer several payment options, including a pre-payment courtesy and flexible financing with great payment terms.
  6. We ask the patients if they want to start today.  

The other amazing thing is that if you track daily, you can influence the result.  A great tool that we now have is Social Media.  If you see that your number is low in a particular area by the mid part of week two, you can always send a promotion to your patients who have unscheduled crowns in their treatment plan or place a targeted ad on Facebook for those who know that they have a crown to do.  

So it's actually the systems, not diagnosing anything more, that gets the results. We spend lots of time understanding what our patients want and make sure that all of their questions are answered. We offer flexible payment terms, have the right team and systems, and are committed to being different.

As a result of tracking systems, we have had a 100% increase in revenue from the same month last year.  We can't wait to see what 2016 has in store!