WORKSHEET MODULE THREE
CREATING A REMARKABLE DENTAL PRACTICE
By FRED JOYAL
VIDEO 2: THE PHYSICAL ENVIRONMENT
Evaluate your office, starting with your reception area. What
needs a refresh?
What can you do to make patients more physically comfortable?
What can you do to make them more relaxed?
If necessary, enhance the scent of the reception area with some
atomizer. It will affect people’s perception.
Plan your office tour for new patients, and then every morning let
people know who is going to be getting a tour.
Do you have well-designed scrub with your practice logo on
them? Get them! (See resources below.)
Test weekend, evening and morning hours to see what fills up
fastest.
Make sure it’s easy to contact you in as many ways as possible.
Put a chatbot on your website. Put your appointment book on
your website. (see Resources below).
Your patients react to everything, often subconsciously. Make
sure that your office smells good, is visually appealing, has nice
lighting and as many other features to make it a pleasant
environment as you can come up with.
Be clean!!
VIDEO 3: TECHNOLOGY
Technology Changes Behavior (Think Uber and drunk driving)
New Technology Makes People Relax
Technology, properly implemented, with systems and work flow
adapting to accommodate it, can allow you to offer dentistry that
is more comfortable, faster, better, and more affordable, and at
the same time you’ll be more profitable.
Technology improves!
What technology do you think doesn’t work that might actually
work now?
What should you investigate with an open mind?
TECHNOLOGY TO CONSIDER:
Digital impressions scanning
Like Primescan from DentsplySirona.
(Patients hate impression material!)
This gives you permanent data on the entire dentition of the
patient. Easier for labs, too.
CAD-CAM Single Visit Technology
One visit versus two is highly appealing to patients. It’s more
convenient, more comfortable, more profitable, and something for
the patient to remark about!
With CEREC and other CAD-CAM, the assistant should do most of
the work.
Hard tissue lasers
Solea is the only brand laser that actually works on hard tissue,
and also numbs the tooth, and can do a wide range of soft tissue
surgeries as well. But it works.
Cone Beam CT scanners
3D imaging is the safest and most accurate and most efficient
way to do implants.
You can also diagnose the airway for snoring and sleep apnea
appliances. And do ortho scanning as well for invisible aligners.
Do you do implants without a CBCT scan? Risky business!
Procedures done with new technology give your patients
something to talk about!
Stage out the adaptation of new technology, because it will
change your workflow.
Do you believe technology is expensive? Do you have tech you
haven’t adapted, that sits there? Why?
Maybe you didn’t willingly change your workflow. Maybe the tech
has evolved since then. Maybe more patients expect it (like
digital radiography.)
Adaptability is key to long term success, and adapting new
technology is critical to the process.
VIDEO #4 THE FRONT DESK
The number one challenge to the success of dental practices is
what happens at the front desk.
Ritz Carlton study:
67% of guests said it was because of the indifference of a single
employee.
Recording the front desk is the best way to coach.
FOUR KEY “DON’T” FOR THE FRONT DESK
DON’T DIAGNOSE OVER THE PHONE
DON’T EVER HANG UP WITHOUT OFFERING AN
APPOINTMENT
DON’T OVERSCREEN THE PATIENT (ESPECIALLY ABOUT
MONEY)
DON’T LET A CANCELATION OFF THE HOOK SO EASILY
It’s a simple job description: Get the patient in!
Make sure you can answer the phone 98% of the time.
The Front Desk is everyone, and everyone’s responsibility.
Have a Priority Hierarchy
The ringing phone supersedes everything else.
A great front desk person will pay for themselves 4-5 times over.
A low-performing front desk person will cost the practice
$100,000 a year in lost opportunity and production.
HIRE BETTER
TRAIN BETTER
PAY BETTER
USE TECHNOLOGY TO MEASURE AND IMPROVE PERFORMANCE
RESOURCES
Designed Scrubs: Twice as Nice Uniforms [Link]
Chatbot for your website: [Link]
Online appointing: [Link]
Solea Lasers www.
PatientPrism: Front desk recording