Teaching Your Dental Staff How to Get Your Patients to Come Back

What to Say to Your Dental Patients if the Cost Is Too High

3 Ways to Increase Treatment Plan Acceptance

How to Discuss a Treatment Plan With Your Patients

How to Get More Patient Referrals to Your Dental Practice

Treatment Planning — Presenting Your Plan to Earn a New Patient

Treatment Planning — Presenting Your Plan to Earn a New Patient

How to Present a Treatment Plan the Right Way

How to Present a Treatment Plan the Right Way

Why You Need to Invest in Team Training with Laura Hatch

Why You Need to Invest in Team Training with Laura Hatch

As dental professionals, we all want to provide the best care possible for our patients. But, it’s not just about your capability and skill as a dentist. Delivering ‘WOW’ to patients starts with the front office team and making sure patients have a great experience from the moment they schedule an appointment to the moment they leave the practice.

So, how can you make sure you’re delivering a WOW experience to each of your patients?

Joining me on this episode of the Delivering WOW Podcast is Laura Hatch, the Chief Vision Officer at Front Office Rocks. Laura is committed to learning how to manage and empower team members. She is a Fellow of the American Association of Dental Office Managers, a national and international speaker for dental authorities like AADOM, Patterson, and Mid-Atlantic Dental Society, and has been recognized as one of DPR’s Top 25 Women in Dentistry for 2016.

She and her team at Front Office Rocks help dental practices train their teams in a way that makes sense for them. They focus on patient retention and carry out training online through videos and webinars, which means you can train your entire team whenever and wherever your staff learns best, desktop, phone, or tablet.


Why You Need to Invest in Team Training with Laura Hatch


In this episode, we discuss:

  • Tips to improve training processes in your practice
  • Why you should always schedule a time for training
  • The importance of investing in training
  • Why investing in your team is the best investment you’ll ever make
  • The connection between the front and back office of your practice


Why You Need to Invest in Team Training with Laura Hatch


Want to learn more about Front Office Rocks and their training? Visit their website and discover how they can help change the way you train your team!

Don’t forget to grab a copy of Laura’s book, ‘Step Away from the Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service.’

To watch a video trailer of the episode, hit play below:


6 Ways to Build Deeper Connections With Patients

Patients don’t know how amazing you are at dentistry. When they come to your practice, what they’ll remember the most and what they’ll come back for is a WOW experience.

There are many ways to offer a WOW experience and create a WOW environment for your patients from the moment they walk in. But interacting with them is a super important part of it. That’s why you need to know how to make your patients feel special through how you interact with them.

1. Compliment them.


6 Ways to Build Deeper Connections With Patients


Kindness goes a long way. If your patient is having a bad day, and even if they’re not, you can get them to smile when they come in by just giving a simple compliment. Don’t be ingenuine about it, but if you like the color of their dress or the design on their t-shirt, let them know.

2. Ask them about their life.

Needless to say, your patients have a life too. They have families, hobbies, passions, and things that matter to them. Don’t only have small talk with them about the local sports team (unless they’re a coach, their son plays on it, or they brought it up). That doesn't mean you should pry too much and ask for details that make them uncomfortable. But they’ll feel special when they know you care about them. They'll feel complimented if you're interested in them beyond just getting them in your chair.

If you find out they just became a grandfather, ask them about their newborn grandchild the next time they come in. If they just got married, ask them about where they’re going for their honeymoon. Patients want to feel like more than a number—they want to feel like you value them as a person. They want to know that you remember them. They don't want to feel like you're just churning through appointments impersonally, trying to make money and nothing more.

3. Give them gifts.


6 Ways to Build Deeper Connections With Patients


You aren’t Santa Claus, but you can give your patients small gifts. These gifts will make them feel special and, meanwhile, market your brand. There are a million websites where you can buy things like stress balls, toothbrushes, reusable water bottles, and so on. Pick whatever items you want to put in a goodie bag. Then put your logo on them and give them to patients as gifts.

4. Offer custom scheduling.

Ask your patients how long they’d like their appointment to be. Not every dental appointment needs to take an hour. Oftentimes, a patient will come in for a cleaning and their treatment will be finished twenty minutes early. If you can schedule them for specific time increments—half an hour, 45 minutes, etc.—ask them what they prefer. Maybe they need to get somewhere and those few minutes will make a big difference in freeing up their schedule.

5. Accommodate them.


 6 Ways to Build Deeper Connections With Patients


At Delivering WOW, we believe in giving patients a WOW experience by making them feel like they’re VIPs. We offer warm towels, iPads, gourmet coffee, and more.

If you do too, your front desk members shouldn’t just point out these accommodations and let the patients do what they want to do. They need to interact with them more than that. Tell them to go above and beyond when serving them. They should be grabbing waiting patients the cream they want with their coffee or whatever else they’d like.

6. Keep them comfortable during conversations.

When your patients are sitting in your chair and you’re treating them, lying down is the most comfortable way for them to sit. But if you’re talking to them, then you need to sit them up. Take your mask and glasses off and read their body language with eye contact.

A patient isn’t going to like lying down, unable to make eye contact or see your face, with your hands and metal hooks sticking in their mouth. That’s uncomfortable for them and they won’t feel like you care about what they have to say.

Are you making your patients feel special?


6 Ways to Build Deeper Connections With Patients


Even if you offer the best dentistry in the world, patients won’t become raving fans of your practice and refer you to their friends and family if they just feel like a customer rather than a VIP. That’s why you need to offer a WOW experience and interact with them the right way so they feel super special.

If you want more help with building a WOW practice, join the Delivering WOW Platinum Coaching Program where you can access top training and coaching from experts in all facets of running a high-growth dental practice.

Creating Experiences Worth Sharing with Ryan Vet

Creating Experiences Worth Sharing with Ryan Vet

I can't wait to introduce my latest special guest on the podcast, Ryan Vet. With his can-do attitude and positive vibes, he’s the perfect person to discuss how to create experiences for your patients that they will want to share.

Ryan Vet is an international speaker, author, entrepreneur and investor. But you may know Ryan from his writings in Forbes or Dental Economics or at speaking at a dental meeting near you. He has devoted his life to inspiring others towards making a positive change. And, a fun fact many people don’t know about Ryan is that he’s a trained sommelier.

Ryan explains how for most patients, a visit to the dentist is a neutral experience. Something that they've done time and time again that has become a normal part of their lives. But, what if you could make a visit to your practice an outstanding experience they won't forget? A moment in their lives that they can't help but share with others. It's not as hard as you might think!


Creating Experiences Worth Sharing with Ryan Vet


On the podcast we discussed:

  • Ryan’s professional background and how he became an entrepreneur
  • How start creating experiences worth sharing
  • Taking ordinary opportunities and transforming them into extraordinary experiences
  • Why you should walk in the shoes of your patients
  • How to create your own business identity
  • The importance of cultivating culture


Creating Experiences Worth Sharing with Ryan Vet


If you just can’t get enough of Ryan, then he’s got a book coming out in November 2019 called Cracking the Millennial Code where he shares how to motivate and manage millennials.

Also, you can find him on Twitter, Instagram and LinkedIn.

Watch a short trailer for this episode where Ryan is talking about creating an unforgettable experience at your practice, below:


Turning Your Mess into Your Message with Dr. Erin Issac

Turning Your Mess into Your Message with Dr. Erin Issac

I’ve got a wonderful guest on the podcast who is also a key member of my inner circle, and that’s none other than Dr. Erin Issac. Dr. Erin Isaac is a Pediatric Dentist in Winning Smiles Pediatric Dental Care in Pittsburgh.

Winning Smiles Pediatric Dental Care is a welcoming, relaxing and fun space for children, helping to make the experience a lot less nerve-wracking. Their mission is to provide kids with high-quality dental education and treatment needed to grow into happy, healthy adults.

Dr. Erin attended the prestigious Ivy League, University of Pennsylvania School of Dental Medicine, in Philadelphia. To further her knowledge of dentistry for kids, Dr. Erin continued her education with a rigorous residency program at the nationally ranked Children’s Hospital of Pittsburgh of UPMC, where she earned a certificate in pediatric dentistry.

Besides making kids smile, Dr. Erin enjoying playing sports, spending time with family and friends, cooking, photography, fashion modeling and empowering young girls to be whatever they want to be and traveling the globe.


Turning Your Mess into Your Message with Dr. Erin Issac


On the podcast we discussed…

  • What inspired Erin to become a Pediatric Dentist
  • Empowering women and young people to go after the job they want
  • The importance of doing a job that you really love
  • How Erin chased her dream of being a model alongside her career in dentistry
  • Why you shouldn’t be afraid to share your story with others
  • The problem with comparing yourself to others
  • How sharing your story and being your ‘true self’ can actually help to bring more patients into your practice
  • Overcoming challenges and motivating yourself to keep moving forward
  • Understanding that it’s okay to reach out to people for help or support
  • The benefits of having a mentor, coach or being part of a supportive group
  • How to increase your team’s accountability and boost productivity


Turning Your Mess into Your Message with Dr. Erin Issac


If you want to find out more about Erin’s practice, head to the Winning Smiles Paediatric Dental Care website or follow Erin on Instagram @dr_erin.

To watch a video trailer of the episode where Erin talks about how sharing her story helped to attract more patients to her practice, hit play below:

A Workflow to Get Amazing Patient Testimonials for Your Dental Practice

If your marketing doesn’t evolve when the way people search for and choose dentists evolves, it’s only a matter of time before your practice struggles to attract new patients.

More people are searching for dentists online than ever, and patient testimonials have become one of the most effective ways to attract new patients. Unlike marketing messages directly from you and your team, which are naturally sometimes perceived as biased, genuine patient testimonials are seen as reliable expressions of what it’s like to have you as a dentist.

Because of that, every dentist looking to grow their practice should consider getting amazing testimonials from their patients. I recommend you start by collecting five high-impact testimonials, put them on a page on your website, and share them on social media. Here’s how you can get those five high-impact testimonials in no time!

1. Create an amazing patient experience.

If you want patients to say amazing things about you, you need to give them an amazing patient experience to talk about.

In my practice, we designed our entire patient experience to give each patient a WOW experience. When someone calls, we treat them with excitement and respect and make doing business with us simple and easy. When a patient comes in, our front desk team member walks around the counter to greet them, shake their hand, and offer to make them a cup of coffee or tea. If it’s their first time, they tell them about our practice, what makes us different, and how we believe every patient should be treated to a WOW experience. The team member then walks them to the back of our office, shows them our core values, and highlights which of our core values is their personal favorite.

When the tour is over, we invite them to look through a coffee-table book we prepared about our practice and encourage them to look through it to find more about our story and culture, see how we’re serving our community, learn about our doctors and our team, and witness before and after transformations.

During each appointment, we give our patients the VIP treatment, with iPads, massages, hot towels, and more.

2. Ask your patients about their experience.

When our patients’ appointments are over, our hygienist will ask them about their experience with us, as well as what they liked best about their experience that day. Then the doctor will come in and ask about their experience again, naming something specific about the WOW experience, such as “Did you like the massage?” Neither of us asks about their teeth. We ask about them and their experience and emphasize that we know dental visits can be unpleasant, but we want to ensure every patient leaves with a WOW experience and feeling like the VIP they are. That’s what makes us different.

Finally, as they approach the front desk on their way out, our front desk team member again asks them how their experience was with us.

When our front desk team member asks the patient about their experience, they know to listen for their excitement level. Some of our patients are naturally reserved or shy and will respond with a pleasant but muted, “It was great, thank you” or something to that effect. Others are more outgoing and enthusiastic and will boast excitedly about all the wonderful things they loved about being our patient.

3. Ask your most enthusiastic patients to share their experience with others and let them know why it’s important.

When someone enthusiastically boasts about their experience, we know they’re likely to be comfortable sharing their excitement with others, so we remind them that we do everything we do because we know going to a dentist can be an uncomfortable experience, and we want to make our patients’ experience different.

Finally, we ask our most enthusiastic patients who just finished a cleaning or some other service that doesn’t involve sedation or numbing for a testimonial. We do this by first emphasizing that some people are apprehensive about going to the dentist or even avoid going altogether, and then ask them if they would be willing to talk about the experience they just had on a quick video testimonial because seeing their video on our website and social media accounts could change those apprehensive people’s lives for the better.

4. Ask your most loyal patients to share their experience on a video testimonial.

In addition to your most enthusiastic patients, your best and most loyal patients are often happy to record a short video testimonial about their experience with you! Just like your most enthusiastic patients, your most loyal patients will often be happy to submit a testimonial letting people know how great their experience has been with you. With these patients, I suggest asking them to mention when they first became your patient (i.e. “since 2013”) in addition to what they like best about being your patient.

5. Share the testimonials on social media and store them in a safe place.

Once you’ve collected your amazing testimonials, share them on social media, thanking your patient for their awesome testimonial and letting them know how honored you are to be their dentist!

Here’s a challenge

If you haven’t collected video testimonials yet, I challenge you to start collecting them right away. Start walking through this workflow by serving your patients well, asking them about their experience, and then asking them if they’d be willing to share their experiences to help others.


Speaking of glowing video testimonials, if you still haven’t signed up for our Marketing Practice & Growth Challenge, take a look at what some of the practices had to say! Over 300 offices have participated and were able to transform their practice’s marketing and operations in just 21 days! Learn more here.

Creating The Ultimate Patient Experience with Dr. David Moffet

I am super thrilled to have my friend Dr. David Moffet as a guest on the Delivering WOW Dental Podcast. This episode is all about Delivering WOW and Creating the Ultimate Patient Experience.  In this episode, we discuss the role of company culture, and how it contributes to an amazing customer experience.  David shares tips of how he helped one of his coaching clients increase their revenue by 1 million dollars as well as the optimum way to block schedule to decrease stress and increase productivity and profitability.

Dr. David Moffet BDS FPFA is a Dentist from Sydney Australia and the author of the #1 Amazon Bestseller “How to Build the Dental Practice of Your Dreams (without killing yourself) in Less than Sixty Days! He is the inventor of The Ultimate Patient Experience, a simple to implement patient retention system he used to build and subsequently sell (for several million dollars) his very successful Dental Office located in working class western Sydney. Dr. Moffet now spends his time writing and lecturing, as well as and coaching private Dental clients (in USA, Great Britain and Australia and New Zealand), on how to improve their Dental Practices by focusing on customer service and patient retention.


Free Report From Dr. Moffet: How To Add At LEAST An Extra $100,000 In Billings To Your Dental Practice… Without Spending Even One Penny More On Marketing, Extra Staff, Fancy Lasers, Or New Equipment

Click Here to Book a Complimentary 60-minute Strategy Session  with Dr. Moffet

Purchase of Copy of Dr. Moffet's Book “How to Build the Dental Practice of Your Dreams (without killing yourself) in Less than Sixty Days!




Other Links in The Show:

Recommended Book From Dr. Holmes:

Eat That Frog by Brian Tracy

The Compound Effect by Darren Hardy

Click Here to Get a Free Download of the Audible Version of The Compound Effect