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Author: Julie Parker

The Three Ways We Treat Patients (And Why Only One Actually Works)

One of the reasons I love the Christmas break is the time I get for reading and contemplation. I recently finished Dr Bryan Laskin’s book, The Patient Manifesto. There’s a chapter called “The Mindset Shift” where he talks about the difference between apathy, empathy, and compassion in healthcare. As I read it, I kept seeing […]

When Burnout Isn’t About Workload

I was listening to a podcast yesterday and something the guest said made me pause. They suggested that burnout can often be a result of a lack of vision. Not an overload of tasks and too much pressure. But vision. The more I have contemplated on this, the more it makes sense. Think about building […]

We Can Only Build Systems as Good as We Are

Yesterday, I attended the book launch of my mentor Ashkan Tashvir’s new book, Sustainabilism. If you haven’t come across Ashkan’s work before, he’s the creator of The Being Profile, a framework I’m now an Accredited Practitioner of, and one that has profoundly shaped how I approach leadership and practice management. During the launch, Ashkan said […]

Slow down…

There’s something I’ve come to realise after years of working closely with dental practices, observing teams, and speaking with countless patients. It’s this: when we slow down, we communicate better. Much better. I don’t mean slowing down just for the sake of being more thorough or ticking communication boxes. I’m talking about something deeper. Slowing […]

Growing a Practice That Lasts: Attracting the Right Kind of Patient

Not all patients are created equal. If you’re working on the long-term health and value of your dental practice, you’re not just looking for any new patient. You’re looking for the right kind of patient. The kind who sees you as their dental home. The kind who completes treatment plans, refers their friends and family, […]

What Got You Here Won’t Get You There – A Lesson from a Fish and Chip Shop

In an episode of The Savvy Dentist podcast, Geoff Currie shared a story that captures a vital lesson for any business owner seeking growth. He had been working with a fish and chip shop owner whose business was generating $1 million a year in revenue. That owner eventually decided to sell the shop. A new […]

What Purpose Really Looks Like (Hint: It’s Not Always Easy or Efficient)

The word purpose gets thrown around a lot. We’re often told to be purpose-driven in our work, but what does that actually look like? It’s easy to nod along, but harder to connect the dots when we’re buried in our day-to-day tasks. I was reminded recently, in a very simple way, what purpose in action […]

It Was Just a Licence Renewal – But It Left a Lasting Impression

Not long ago, I found myself needing to update my driver’s licence. Now, if you’ve ever had to deal with VicRoads here in Melbourne, you probably remember the old drill: take a number, then join the sea of people waiting… and waiting… sometimes for hours. It wasn’t something anyone looked forward to. So, I was […]

“Why Aren’t You Filling My Schedule?”: There’s a Better Way for Associate Dentists to Approach This Common Concern

“Why isn’t my schedule full?” It’s a question that echoes in dental practices everywhere, usually voiced by associate dentists when they see gaps in their day. And it’s understandable. Your schedule isn’t just a timetable; it’s your income, livelihood and professional development. However, approaching the receptionist or practice owner with a comment like “Why aren’t […]

Uncovering True Value When Buying a Dental Practice

In the practice sales I’ve been asked to provide input on, the initial focus is almost always the financials. Profit & Loss Reports, EBITDAs and Balance Sheets. These documents offer a snapshot of current performance and often prompt the accountant’s inevitable question: “Is this practice worth the asking price?” Accountants provide a crucial lens when […]

The One Question That Transformed the Way I Communicate

Imagine you’re at work, and your manager approaches you after overhearing your interaction with a patient on the phone. Scenario 1“I just overheard your interaction with that patient over the telephone, and I think it could have been improved by you saying ‘this’ instead of ‘that’.” Scenario 2“I just overheard your interaction with that patient […]

The Power of Autonomy and Connection

In his book Drive, Daniel Pink identifies three core drivers that motivate us as humans: mastery, purpose and autonomy. I’ve seen just how important autonomy is through my work with dental teams—when people have the freedom to take ownership of their roles, their confidence, engagement, and performance often thrive. But, is autonomy alone enough to […]

Stacking the right experiences: A tale of two massages

Recently, I found myself in need of a remedial massage for a persistent stiff neck. What followed were two vastly different experiences, each leaving a lasting impression – one I’d rather forget and one that left me glowing with satisfaction. These contrasting moments drove home a crucial lesson for dental practices: how we “stack” experiences […]

Your work is meaningless! (Or, is it?)

I recently read something that struck a deep chord: “Life is actually meaningless—it is up to us to add the meaning.” This profound idea can reshape the way we view our work. If life itself requires us to create its significance, then our work—often viewed as a routine obligation—must also derive its meaning from within […]

Transforming medical history forms into a top-level patient experience

In many dental practices, collecting a patient’s medical history often involves simply handing them a form to fill out on their own. While this is a standard approach, it can lead to incomplete and inaccurate information. Barriers to accurate form completion The traditional approach of handing over a form can easily result in incomplete or […]

Why being productive isn’t enough

A recent session with one of our clients highlighted an important shift in how we approach our work. This client had always prided themselves on how much they could get done. They were known for powering through their workload, feeling accomplished by the number of tasks they crossed off their to-do list. However, while they […]

Breaking the routine by discovering the deeper meaning behind your job

I was inspired to write this blog after listening to a conversation on a dental podcast, where a practitioner shared how, shortly after graduation, they found their daily work becoming repetitive and uninspiring. It made me think—why does this happen to some professionals while others seem to stay motivated and passionate about their work? This […]

From Drudgery to Delight. The Transformative Power of an “I Get To” Mindset

How often do you find yourself saying, “I have to…”? “I have to go to work.”“I have to make dinner.”“I have to deal with this difficult patient.” These phrases are so ingrained in our daily lives that we hardly notice them. But if we take a closer look, this language reflects a mindset that can […]

Why Dentists Avoid Sharing Their Fees Online—and Why It Might Be a Mistake

As a dental practice management consultant, I’ve often encountered resistance among dentists when it comes to sharing their fees on their website or other platforms. The reasons behind this hesitation are understandable. Dentists fear that listing prices might: However, while these concerns are valid, avoiding transparency on pricing can be detrimental to your practice. In […]

How a Simple SMS Change Can Reduce Late Cancellations

One of the perennial challenges of dental practices is managing patient late cancellations. Last-minute cancellations can disrupt the schedules, reduce efficiency and impact the practice’s production. However, by leveraging psychological principles such as Robert Cialdini’s principle of consistency, dental practices can encourage greater patient commitment and reduce late cancellations. Understanding the Principle of Consistency Robert […]

An Innovative Solution to Address Late Patient Cancellations

In recent times, dental practices, much like many other service-based industries, have encountered a surge in the occurrence of late patient cancellations. The impact of the COVID-19 situation has exacerbated this issue, presenting significant challenges for dental professionals across Australia. Late cancellations not only disrupt the daily schedule but also result in lost revenue and […]

Pampering Patients: The Rise of Dental Comfort Menus

Dental practices are always looking for new ways to distinguish themselves from other practices and prioritising patient comfort is a promising avenue. Increasingly, I’ve observed dental practices offering their patients a Comfort Menu, a curated selection of amenities aimed at providing relaxation and comfort. These offerings often include: By prominently displaying a thoughtfully designed Comfort […]

The Right to Disconnect: What Labor’s Industrial Relations Changes Mean for Dental Practices

You might have read the news of Labor’s industrial relations changes of employees’ “right to disconnect.” Essentially, it grants employees the liberty to ignore after-hours communications from their employers without facing any penalties. However, in the context of dental practices, where seamless coordination and communication are essential for smooth operations, does this legislation genuinely change […]

Cultivating Team Unity through Daily Operations

Team unity is a cornerstone of successful dental practices, and its significance cannot be understated. Amidst the daily hustle and bustle of running a dental office, fostering personal connections among your team members is crucial. When colleagues genuinely like and respect each other, it not only enhances teamwork but also bolsters communication, resulting in a […]

Are You Actively Pursuing Your Patients?

During a recent podcast interview, Will Guidara, renowned author of the national bestseller “Unreasonable Hospitality,” shared valuable insights on maintaining strong relationships, both in personal and business contexts. Will stressed the importance of continually pursuing one’s spouse or partner to keep the bond strong in your intimate relationships, a sentiment that also with dental practices […]

Planning for December 2024: Why Starting Now Makes All the Difference

Today, I want to talk about something that might seem a bit unusual: planning for December 2024. Yes, you read that right – we’re looking ahead to next Christmas! You might be wondering, “Why plan so early?” The answer is simple: the details of what worked (and what didn’t) in any given year can easily […]

Is staff sharing wage details a problem?

Is staff sharing wage details a problem? Many dental practices would prefer their staff not to ask and share details of what each is paid. Some reasoning behind this could be that the practice is trying to avoid the following scenarios. In most countries, including Australia, employees have the right to share details about their […]

BRAVING; Guiding your dental team to a better culture.

We all know the importance of trust in our relationships, including the relationships we have with our working colleagues. Trust helps create safe environments to work and grow with one another. Dental practices that foster effective Team Cultures usually have trust as one of their core values. Recognising why trust is important to your organisation, and […]

Using the AFL off-season to plan for your future success.

It’s an exciting time for followers of AFL. It’s even more thrilling for fans of the Footscray and Melbourne Football Clubs. From the perspectives of teamwork, leadership and goals-achievement, I find sporting teams deliver valuable insights that can be applied in any business, including dental practices. This morning, my mind turned to the clubs whose […]

Adding bells and whistles to deliver outstanding patient experiences

I often speak to my consulting clients about the power of putting ‘bells and whistles’ on a situation. For example, when greeting a patient into the practice, it is perfectly appropriate, professional and acceptable for the receptionist to wait for the patient to approach the front desk, then acknowledge the person, smile and say in […]

Umm…could you improve your communication skills?

I used to struggle with speaking too fast, saying ‘umm’ too often and throwing in a few ‘you know’s and ‘basicallys’. It was always when I didn’t feel terribly confident in what I was saying, was afraid that I would be interrupted or felt a little frazzled. The impact these bad communication habits had on […]

HOPE

It was such a treat last week to watch Shawshank Redemption on free-to-air TV. I have watched this movie a number of times, and my enjoyment never wanes. The driving message of the movie offered a different meaning for me, being a Melburnian in lockdown for 208 days now. “Fear will imprison you. Hope will […]

Success leaves clues

One of the biggest obstacles dental practices have when considering team training is time. There is simply no time to do anything else other than to see patients. Dental practices need to make as many of their onsite minutes as productive as possible, primarily by seeing patients. The only breaks we aim to allow to […]

Stop trying to book your patients in!

…It is my suggestion that in these situations, dentists are seeking success in the wrong result. They are attributing success to the patient booking an appointment for their advised treatment.

I suggest this is wrong…

You catch more flies with honey than vinegar.

Like people, every dental practice is unique. They deliver a range of the same services to the community, but the manner in which it is delivered is what sets practices apart.

The manner in which practices deal with unhelpful patient behaviours is one such area where different approaches abound such as:

turning up to scheduled appointments late,
failing to attend at all, and
not paying invoices on time.
I have witnessed a wide range of responses to these kinds of scenarios by practices.

At one end, there is the haphazard approach…(click below to continue reading)

“I stuffed up! Let’s move on!”

You should have got it right. If you had been more mindful in the moment, you would have completed the task successfully… Your work colleague notices the mistake and brings it to your attention. They are polite enough and seeking clarification. You feel flawed. Incompetent. Not good enough. In that moment, you forget all the […]

Is your Facebook page appealing? To whom? And how well?

I recently went through the process of recruiting a receptionist for a client. I have advertised for dental team members for many practices over the years. And, as many of you are aware, it is becoming increasingly difficult to find great candidates. This recent experience, though, was different. Within a few days, we had four […]

Can you imagine what you could achieve in 10 years?

There is a great saying that we “overestimate what we can do in one year and underestimate what we can get done in a decade.” Ever since I first heard this a year or so ago, it has stayed with me. Is it true? Sure, it is common for people to set one-year goals in […]

Do you have a swinging team member?

The signs are varied.It can be the look of misery when they arrive for work.It can be the short and unpleasant message sent over the smartphone about something that displeased them.It can be the shift in attitude from helpful to unhelpful to those around them. It is the moody team member. It is the team […]

Are you happy?

If I were to ask you how happy your team members are, what would your response be? “No-one has come to me with a problem, so they must be happy.” I remember during the years of my practice ownership when a team member would come to me with their trouble with a colleague. I was […]

Is your email signature sending the right message?

In this week’s blog, I am sharing a super little tool that I discovered yesterday. It is HubSpot’s email signature template and it is a quick and easy way to design a great email signature. Many practices that I work with have professional, well-designed email signatures. However, some practices have quite basic signatures that may […]

I love being right!

I don’t think I am alone in this.  Humans seem to have a primal need to be right, even when there can be a substantial cost. As you read this, reflect back to the last time you were holding your ground with someone, maintaining how you were right.  What did it gain for you? Proving […]

What is your response to the response?

Many things are beyond our control. The world response to COVID has proven this in spades. As a resident of Victoria, and yet again in lockdown, I have deep concerns for those around me for whom this State Government response means they are on the brink of losing their jobs, their businesses, their livelihoods…and possibly […]

Complainers. Where is the benefit? And, what is the solution?

We have all come across this person. Maybe you ARE this person. The complainer! The complainer is the one that sees the drawbacks to everything. There is no situation too small to find fault with, no person too kind and no idea too bright. Complainers are dragged kicking and screaming to accept change and show […]

Looking at the brighter side of life

Are you a ‘glass half-full’ or ‘half-empty’ kind of character? If you are the latter, this article might inspire a shift in your mindset. Victor Perton, the founder of The Centre for Optimism, was recently interviewed by JPPS co-founder, Charles Kovess, for the Monash Community Podcast. And it was a truly interesting and entertaining discussion. […]

How much do you value honesty?

One of the first lessons that our parents teach us is HONESTY. And there is good reason why. Honesty is, in my view, the most important characteristic we develop as human beings. And this is why honesty is the fourth value that I believe is crucial to a successful dental practice. (Go to my blog […]

Does your team care?

In these recent blog articles, I have been considering the values that I believe are important for dental practice success. Values are an important factor in the development of your dental practice. When implemented successfully, values direct the behaviour of team members, help create the systems and processes of the practice and guide the delivery […]

When you embrace this value for your practice, magic happens.

Last week, I explored in my blog what my values would be if I still owned my dental practice. Professionalism was the first value that I identified as crucial to have a successful practice. (Read last week’s blog in case you missed it here: https://julieparkerpracticesuccess.com/professionalism-what-is-the-value/) My second value is one that fosters an ever-improving performance for staff […]

Professionalism – what is the value?

I have recently been considering what, if I still owned a dental practice, would the values of my business be. The core values of your business are useful to identify as they become the guiding principles that direct all behaviours and processes. A core value that I would find crucial to the successful operation of […]

Envy: A potential step towards your personal development

Have you become better because of your envy of another? Let me explain… I was listening to a podcast conversation between UK comediennes Dawn French and Jennifer Saunders. French stated to Saunders that when Saunders developed her comedy series Absolutely Fabulous and it became a huge hit, French was quite envious of her success. Saunders […]

New hobbies for a powerful 2021

I saw a great social media post recently that I think can help make 2021 a powerful year for you. And beyond! The post encouraged adopting a new hobby in each of five areas of your life to help you be more successful. The five areas to find a new hobby for are: One to […]

Why leave the graffiti?

There is a dental practice that I drive past every now and then. It has a wonderful back-story. After realising that the current location could not accommodate their growth, the owner-dentist purchased a new site and built a beautiful new practice. And he did it all in secret so he could surprise his team. Whenever […]

Is your inner self trying to make you better?

You know that uncomfortable feeling you get? It often happens after you have had an interaction with someone and the result wasn’t all that ideal? It’s a feeling in your gut and it stays with you a while. You try to budge it by rationalising your own behaviour and also by criticising the other person. […]

“Dress like the person you want to be.”

Jordan Peterson, renowned clinical psychologist, professor of psychology and social commentator, is often noted for his sharp attire. This wasn’t always the case. Over the years and in the build up to his tours on stage, Peterson made a special effort to shift away from loose-fitting shirts and jeans to a more tailored and professional […]

“What’s your five-year plan?” Can I have an easier question?

Pick up any business or self-management book and you will likely be asked the following question: “Where do you want to be in five years?” For some, the answer is at the forefront of their mind. For others, they scratch around their creative minds for something – anything – that will make them feel excited, hoping […]

The Need To Create Cash!

In a recent blog, I wrote that COVID-19 had seen many of us dropping down Maslow’s hierarchy of needs. Abraham Maslow was an American psychologist who developed a now well-accepted theory that our psychological health is predicated on fulfilling innate human needs in priority order or steps, culminating in self-actualisation. Maslow portrayed human needs in […]

Love or fear: What is driving your behaviour?

Never before has it been so necessary to be ‘tuned-in’ to each other’s mindset. The reaction to COVID-19 has been wide and varied. While some appear relaxed and confident that this situation will be managed well and pass to return us to happier times, others are at the other end of the spectrum. They are […]

What will you put on the canvas?

I remember a number of years ago after my first marriage ended, when I chose to sell my dental practice and move out on my own, I felt somewhat lost. Many of the stable things in my life were no longer there. It seemed like the canvas which was my life, normally filled with images […]

How will you be judged?

The impact of the COVID-19 restrictions on businesses has had the opportunity to be an employee relations crisis. Both employees and employers have been confused, distressed and rudderless in terms of conditions of employment, job security, JobKeeper or JobSeeker, number of hours to be working (if working at all) and whether online from home is […]

What are your needs?

COVID-19 has many people in the dental industry reeling. Just like the broader community, within our industry there are a range of responses to this challenging time, from low-level to high-level anxiety. Understanding what is happening within your mind can often help in the management and reduction of the anxiety that you may be feeling. […]

Control Your Controllables

Turia Pitt is an Australian survivor. She is the ultra-marathon runner who was horribly burned by an out-of-control grass fire during a ‘Racing The Planet’ event. Turia endured months of operations and rehabilitation during her recovery and has been left with substantial scarring over her body. In an interview with Turia, she was asked how […]

What ‘normal’ are you rushing back to?

I came across this thought-provoking post on social media. ‘In the rush to return to normal, use this time to consider which parts of normal are worth rushing back to.’ Dave Hollis – Over Grow The System A few of the ‘normal’ parts of my life that I feel are worth rushing back to are […]

Words From The Wise That Help In This Difficult Time

Many of us have a lot to lose due to the Covid-19 social-distancing recommendations and laws. We may lose income, jobs and some will lose their businesses. But we won’t lose everything. And we won’t lose what’s important. We will still have our family and friends, most of our possessions and food and shelter. We […]

Squash and Minimise Your Overwhelm with Overwhelm

We’ve all been there. Some of you may there right now. Feeling overwhelmed and ‘in a rut’, ‘in a mood’ or ‘in a funk’. It can happen in the morning as you drag yourself out of bed. It can happen during bad traffic. It can happen when you are given bad news. Shifting out of […]

Challenges: do you face them or flee?

I read a fun quote on Facebook a few days ago that has stuck with me. “A strong person looks at a challenge dead in the eye and gives it a wink”. This is a powerful response to challenges. We often see a challenge coming, turn on our heel, and walk briskly in the opposite […]

A Better Way to Reward Your Team

Staff bonuses are becoming more common in dental practices. Bonuses are either a pre-established amount of one to several hundred dollars paid monthly, quarterly or yearly or a percentage of profits. These bonuses are offered when financial targets of the practice have been met (aka, when dental patients accept treatment plans). I have never been a […]

De-stress While You Etch

I have been listening to a couple of great dental podcasts this past week, both of which had the same interesting guest speaking about, among other things, stress and burnout of dentists. The guest was Dr Annalene Weston and she appeared on both Dental Head Start with Dr David Keir and Communicating Health with Dr Colm Harney. I […]

The Effective Use of Your But

Using the word ‘but’ in your communication is normally warned against.  You see, a ‘but’ negates or cancels out everything that is said before it. For example, “You look great today, but…” “You delivered a good performance, but…” “I had a wonderful evening with you, but…” I can see how the word ‘but’ can affect […]

Is it time for you to SURRENDER?

I have recently surrendered on an issue and it feels oh, so good! A dental receptionist I have been working with for many years, let’s call her Robyn, was tracking her Incomplete Treatment follow-up in a way that she found worked well for her. However, it was not the system I had encouraged her to […]

Here is the shocking truth: You are the answer!

I hear practice owners complain that team members are ‘stealing hours’. Yet these very practice owners are obviously focussing on every minute themselves. I hear practice owners complain that team members leave “the minute it hits five o’clock”, yet they resist paying overtime. I hear practice owners complain that team members scrutinise their payslips, working […]

Can I?

I remember when I was about 13 years of age. I was being a difficult child, and my mother, out of exasperation, gave me a book and said, “You need to read this!”. The book was called Putting It All Together and was authored by Dr Irene Kassorla. This book encouraged its readers to take personal responsibility in their […]

“Yeah, but what does it COST?” (part 2)

Earlier this week, in part 1 of this topic, I explored how your team deals with the issue of the price of dentistry daily. I ended part 1 with this crucial concept: the price of any service your practice provides is relevant up to the point of payment. After your patients have paid for their […]

“Yeah, but what does it COST?”

Your team deals with the issue of the price of dentistry daily. You develop systems to manage this aspect of treating patients, such as payment plans, issue verbal and written quotations, and structure a portion of your discussions with patients around the topic. It is understandable. All consumers weigh up the benefits and drawbacks of […]

This is THE BOMB!

If you have attended any of my webinars or online coaching programs, you will be aware that it is crucial to select the right mode of communication for the task at hand. The recipient engagement rate for telephone calls, SMS’s, emails and direct mail are all different. And, the level of engagement you require differs […]

“My dentist is more expensive than most, and I don’t care!”

Alan Weiss is an American consultant, author and speaker. I subscribe to his blog and a recent post was written after he attended a dentist for a dental implant. Alan’s experience of his dental practice’s poor customer service and subsequent inadequate response by staff resulted in him continuing his dental care elsewhere. Here is the […]

Do you have your armour on?

If you are a resident of Melbourne, or have recently visited the southern state of Victoria, you will know that it is COLD! I have just arrived back from my regular hour-long walk with numb hands and face from the icy winds that have been our outdoors for some weeks now.  As I was braving […]

What reputation have you built?

Reputation is important to dental practice success. Your practice’s reputation is both what your patients say about you (if positive, then more new patients visit you) and also what keeps or repels your patients from future visits. But what about your personal reputation? Despite many believing that you should not be concerned what others think […]

Where is job satisfaction?

A colleague recently asked me online how to gauge job satisfaction. Given my years in the dental industry working in various roles and speaking to others through my practice coaching work, I wrote the following response. I thought you’d find it helpful. To experience job satisfaction I believe these six factors need to be working […]

Employee, contractor or what?

There is much talk nowadays about the legal bases on which dentists are employed in Australia. In my early days of working in dental practices, and when I employed dentists myself during the 10 years I owned my own practice, the ‘norm’ was to bring a dentist in as a contractor but they really worked […]

Is there a ‘grumpy cat’ in the surgery?

Clinical team members know too well what it is like to work with a grumpy practitioner or assistant. It’s awful! The signs are obvious. A brooding expression, demanding rather than asking, short-tempered, low tolerance and the absence of any humour. The occasional irritable mood can be forgiven. Life in the surgery can be stressful. There […]

A dental practice mantra for EVERYONE!

To be the best leader, you need: ·         to establish a COMPELLING vision; ·         to be supportive and act as a mentor; ·         to help find the answers to the important questions; and ·         to inspire and motivate team members. To be the best practitioner, receptionist or assistant, you need: ·         to be efficient, productive and have a caring and positive attitude; […]

The Key to Happiness

Life coach and self-help author, Tony Robbins, states, “Progress equals happiness. Even if you’re not where you want to be yet. If you’re on the road, if you’re improving, if you’re making progress, you’re gonna love it. You’re gonna feel alive.” Working with dental practices from their early stages through to success, I have observed […]

A week of GOLD to help you work BETTER, FASTER and EASIER! Trello

Yes! I am delivering a week of, what I consider to be, GOLD! I am always on the lookout for computer applications that I can use to make my work: more creative more efficient more productive, and more enjoyable. I know that some of the apps I have discovered will make YOUR life better too. […]

I have a challenge for you. Are you up for it??

Self-improvement consists of making small, incremental changes to your thoughts and behaviour that will result in a more positive experience of life. I would like to challenge you to embrace a specific small change. The challenge is to avoid responding with criticism for one week; just seven days. Let me explain… Most people spend most of their time responding to situations around them […]

The Magic for Your Practice of Having a Team of Servants

Poor attitudes in dental practices are not uncommon. Despite implementing systems and processes that support a customer-centric style of service, practices can still experience poor team-member behaviour. Common examples of apathetic, negative behaviour that I see in our consulting work, or that are reported to me, are: unhelpful response to patient requests or queries sitting […]

A Message of Passion from JPPS Co-Founder, Charles Kovess

A Passion Point to Ponder… 12 Wishes for Christmas, not the 12 days of Christmas. The 12 Days of Christmas is a famous carol, but not one of which I am particularly fond. I mean, who wants eight maids a milking in their dining room? Or even ten lords a leaping?? So, I have been pondering, as […]

Could collaboration be your path to high-level success?

This past weekend was a special one for me. JPPS collaborated with another business, Dental Management Expertise, and presented Dental Business Mastery, a 3-Day Conference in Melbourne. The event ran beautifully. We had great speakers, and the attendees were enthusiastic and fun to spend the three days with. But, the reason the weekend was special […]

How does your team behave, and is this the team behaviour that you want?

It is said that culture is the collective personality of an organisation. Another definition is this: ‘Culture is what your people do when no one is telling them what to do.’ Culture is the values and behaviours that build and then drive the unique social and psychological environment of a business. As I have written in […]

What’s in a name?

Many dental practices have adopted the method of SMS messaging to confirm their patients’ appointments. But how many of you include your patient’s first name in that message? I am currently reading The Small Big by Steve J. Martin, Noah J. Goldtsein and Robert B. Cialdini. The focus of this book is the small changes […]

Are you inadvertently blocking great performance by your employees?

What stands in the way of your employees delivering great performances for you and your practice? There are several reasons why performance by your employees may be below what you want. Some crucial ones are: ·         Unawareness of employer expectations, ·         insufficient training and support ·         negative or disengaged attitudes.  However, I have discovered another major cause of a reduction in […]

Mary has a dilemma.

I was speaking with a dental team member – we’ll call her Mary – who posed an interesting dilemma. “During a social dinner, a friend complained of a dental problem she was experiencing. For the first time, I didn’t feel comfortable in recommending the practice where I work.” Mary had worked at this practice for […]

Receptionists, are you working in overwhelm?

Every so often, I get to sit back behind the reception desk for a day. It reminds me how much I enjoyed the role. It also reminds me of the busy-ness of being a dental receptionist! At any given moment, a dental receptionist has a multitude of thoughts running around her brain and is in […]

How To Love Your Problems, So You Can Solve Them Gracefully

Our working days are made up of situations that both run according to plan and are quite satisfying and those that are unplanned challenges that can be quite unsatisfying.  We feel satisfied when all the patients arrive for their appointments, each dentist runs to schedule and when all team members are delivering their best performances. […]

5…4…3…2…1!

Go to bed earlier. Eat healthier foods. Make that phone-call. Tackle that important task. We have lists of things that we know we SHOULD be doing. And we often berate ourselves for not being motivated enough to actually do them. But, we delay, prioritise other things first and distract ourselves from actioning the things we know will help […]

How to Identify – and Shift – Your Limiting Beliefs

In a previous blog, ‘Opening Yourself Up To More‘ I wrote about the relevance of reflection, contemplation and new experiences to ensure you are moving through your life with purpose. One of the points I made was how limiting beliefs stop us from expanding our human experience and so limit our ability to reach our […]

Opening Yourself Up To MORE

JPPS co-founder Charles Kovess and I recently attended an inspiring event that was conducted by A MOST interesting man.  Dr Bruce Copley is a holistic educator, multi-instrumentalist, storyteller and presenter. He has also been a buddy of Charles for 10 years. Unbelievably, Bruce plays 122 instruments. He has been awarded multiple degrees and has developed a revolutionary […]

Tips on how to get a temp nurse every time you need one.

There are several situations in a dental practice that are bone-chilling; missing lab work, running way too late for a demanding patient…and getting the early morning phone call from an unwell nurse needing a sick-day. The plan to accommodate the changes to the coming day is usually born through panic and desperation. You start shooting off […]

Is It Time To Thank Your Loyal Patients?

Dental Practices spend a lot of energy, time and money rolling out strategies to attract new patients. However, if it weren’t for the existing patients consistently returning for their oral care needs, your practice would not survive.  Recognising the loyalty of your long-term patients will have a powerful impact. Everyone likes to know that their […]

Secrets To Brilliant Team Communication with WIFLE

I attended a function last night with friends, and one of them, Harry, shared a great strategy. Harry has his own real estate agency in Melbourne and he fosters a very positive and happy working environment for his team.   Every week, Harry and his team start off their team meetings with a WIFLE session. WIFLE is an acronym […]

What is an employee worth?

How often do you give pay increases to your employees? Is it an automatic increase every year? Or does an employee prompt you into action? I am often asked what the industry norm is in terms of hourly rate, bonus payments and wage increases. My answer is always the same; it depends on a number […]

Discover Your Team’s Secrets To Top Performance Through Open Communication

Regular readers of this blog will know that one of my leadership strategies is to create an ‘emotionally-safe’ working environment for team members. Top performances are not possible when team members feel under any threat that blocks their trust, confidence and creativity. One of the elements of creating an emotionally-safe environment for your team is […]

Opportunity dressed up in wolf’s clothing

Achieving your goals is all about clarifying what your actual goals are and then taking action. Initially, it feels good. You have made a powerful decision for improvement in some aspect of your world. You feel motivated and take the actions steps you have identified as the path to success! However, sometimes, despite taking action, reaching or […]

4 Steps Guaranteed To Start Your Day On A High (without drugs!)

Are you a ‘morning person’? Someone who wakes up enthusiastic for the coming day with energy to burn? While some team members may be bright and cheerful from the crack of dawn, there are others who take time to warm up.  The energy of your team at the start of the day will have a […]

The Strange Secret About Action

When we are interested in a topic or outcome, we have the resources to acquire a large amount of knowledge in the area. There are books, articles, blogs, documentaries, websites and authorities to enlighten us on the actions we can take to achieve our desired outcome. So, why are there overweight people who KNOW that […]

Are You Becoming Disheartened With Your Ineffective Ads?

Dental practices that SUCCESSFULLY use advertising to attract new patients understand that posting an advert or two every now and then is woefully inadequate. Successful advertising requires the implementation of campaigns that are made up of MULTIPLE and CONSISTENT impressions on your target audience.  The term that describes the number of impressions required for a consumer […]

How to say ‘I’m sorry’ without being embarrassed or feeling foolish!

Have you ever had the best of intentions, but upset someone anyway? Have you ever been under pressure and reacted poorly and upset someone? Have you ever had bad intentions towards someone which reflected in your behaviour and then, once you witnessed the impact on the other, you regretted your actions? Or is it just me? Our […]

Why On Earth Would Developing Self-Awareness Help You Build A Stronger Dental Team?

I can say with great conviction that the happiness I have enjoyed while working in dental practices over the years is due to my developing self-awareness. My developing self-awareness is also responsible for my ability to work in harmony with others and be a strong contributor. It is also thanks to my developing self-awareness that […]

Are you asking for referrals yet?

I had a visit with a new hairdresser last week, and I want to recommend them! I am recommending a particular system they have. I was happy with every step of my experience with this new hairdresser. The initial phone call to book the appointment, the welcome with an offering of tea or coffee, the […]

What does your receptionist say about YOU?

I was onsite with a client a couple of days ago. The receptionist was asked by the dentist to call a patient’s medical GP for information. The GP’s receptionist was dismissive, rude and refused to provide the information requested. This reminded me of a particular practice whom my practice often referred patients. The specialist themself […]

To refund or not refund, that is the question!

“Patient Y needed a crown placed after a previous trauma to tooth 21 had resulted in root canal therapy being performed. It was explained and documented that the existing dark halo would be evident. Patient Y, a 20 year old, gave consent to cementation of the crown and was happy with the result. Her mother […]

Dentist-Assistant Relationship; Good or Horrid?

There are few relationships where each person’s effectiveness and happiness depends so largely on the other, than in a dentist-assistant situation. The dentist-assistant relationship is unique. It reminds me of the nursery rhyme, ‘There was a little girl, with a curl, right in the middle of her forehead. And when she was good she was […]

Can you look at yourself?

Being a Victorian who is interested in sports, this past weekend has been a happy one. The Richmond and Melbourne Storm wins have raised the energy of the locals, with celebrations said to be continuing through the week. Richmond’s victory has also raised interest in their coach, Damien Hardwick. How did he manage to turn […]

Hiring on résumé alone is a poor way of getting the right person for your practice.

I received some feedback after posting my last blog. The blog was Promises Promises… and it warned against making promises to new employees that you may not deliver on. The feedback I received asked what to do when the tables are turned. This dentist has experienced candidates making promises of their abilities and positive character […]

Promises promises…

Finding the right employee for your practice is not always easy. When you do find that special candidate, it is tempting to tell them everything they want to hear to entice them to accept the position. The promises I see many employers make include: future pay rises roster flexibility potential job growth high-level support additional […]

Turn Your Post-Op Calls Into A Practice Builder!

I wrote in a previous blog of the danger of choosing efficiency over function, where you issue your patient recalls in a way that generates bookings, rather than just choosing the speediest way to reach your patients. Read more here. Another area where dental practices compromise function for efficiency is TLC post-op telephone calls to […]

Sir Richard Branson hit the nail on the head!

  Sir Richard Branson hit the nail on the head with this quote: “Train people well enough that they can leave. Treat them well enough that they don’t want to.” It is not unusual for me to observe the fatigue of dental practice owners and managers when they are faced with training yet another team […]

How to be unique when you and your competition are offering the same thing.

If you are like me and observe dentists advertising messages that I find when searching Google, you will know there are 83,400 dental practices who claim to be the “friendliest” practice around. In the same vein, there are 3,340,000 dentists who pride themselves on being “gentle” and 23,900,000 who offer “great customer service”. How are […]

Use this special technique to guarantee your patient’s next appointment

What do you focus on when your patient is in the dental chair? I consider it likely that most dental providers will focus on the same things: providing the best possible treatment the creation of a friendly and professional environment efficient and thorough processes to retain control over the day However, there is another key […]

Who do you become when the pressure is on?

The patient has arrived for their insert and the lab work is nowhere to be found! The next patient’s crown preparation is about to start and all the handpieces are in the autoclave. It’s the start of a busy day and you are short staffed. Then, one of the nurses calls in sick for the […]

Are you out of feedback balance?

The best and most successful dental practice owners are relentlessly on the lookout for areas that need improvement. They know the value of a key business principle that ‘everything counts!’ They may see a blown light globe that needs replacing or an untidy staff room. Or it may be bigger things, such as a downturn […]

A surprising strategy to attract new adult patients to your practice

Most dental practice promotional dollars are spent on attracting new adult patients who are searching for a range of attributes such as gentleness, cosmetic dentistry, implants, convenience or emergency care. But how much is spent on appealing to children? Children are a great way of bringing adults into your practice. During my ten years as […]

What’s wrong with a little drama?

“Did you see this Facebook post by our new dental nurse? How inappropriate.” “The boss is grumpy again. We should not have to put up with this. Let’s get the whole group together and complain. If it keeps happening, we should all threaten to leave.” “Another supply company called chasing payment. The bosses must be […]

A confused mind always says “No!”

  It is common in dental circles to hear the following gripes about patients who do not schedule for advised treatment: “She said it’s too expensive, but look at the high-end car she drives.” “That patient said they can’t afford to have an implant, but then they told me about their overseas trip they just […]

Special Traits of a Good Manager in your Dental Practice

It is commonplace in the dental industry that team members become ‘managers’ by default. They are promoted to Senior Dental Assistant, and are then required to manage other assistants. They are Receptionists, then required to manage the individuals in the team. They are dentists, then required to manage their own surgery. These ‘managers’ are not […]

Are you WEARY?

I recently worked with a client who was looking to hire a new receptionist. This practice had had difficulty in finding the person who was the ‘right fit’. Despite the owner’s thoughtful approach, three receptionists had come and gone within a year. After assessing various candidates, I arranged an interview with Meg, who had the […]

Get the Questions Right!

The search for a new team member can be daunting. You not only seek to find someone who possesses the necessary skills, but also someone who will fit in seamlessly with your team. Determining the skill set is straight-forward, as this is usually indicated by relevant education and on-the-job experience. But what about determining how […]

Improving Your Performance – Hint #3

  How do you improve your performance? I wrote about the importance of walking your talk a few blogs ago. You can read it here. In my previous two blogs, I shared two methods of achieving improved performance. Read here about one of my stories of not walking my talk, and how practice & commitment […]

Improving Your Performance – Hint #2

Today I am sharing another hint on how to behave in a way that is more aligned with your values.  A previous blog, ‘Walk your talk!’, challenged you to question whether your behaviour is congruent with your declared values. What are your values? What is important to you? What do you aspire to be? Identifying […]

Improving Your Performance – Hint #1

In my last blog, I wrote about the importance of ‘walking your talk’. Over my next few blogs, I will be sharing with you a series of hints on how to adjust your behaviour so that you are living a life that is congruent with your values and congruent with your talk. Identifying one specific […]

Walk your talk!

“The greatest way to live with honour in this world is to be what we pretend to be.” Socrates When asked in a professional setting what your values around team management are, I am sure you provide an answer that you believe to be true. “I have open and honest relationships with my team members.” […]

“Have I called the right place?”

While working on a project for one of my long-term dental practice clients, I came across a company that looked like it would suit the needs of the practice. However, there were so many companies that I researched offering the same services, that I was somewhat apprehensive that I was on the right track. That […]

Who is embracing the role of trainer in your practice?

Dental teams change. As team members have children, alter their hours and then perhaps leave, dental teams employ new team members to fill the vacant roles. When your new team member has years of prior experience in the role, integration can be swift. When your new team member is also taking on a new role, […]

5 Ways To Boost Your Enthusiasm

In my last two blogs, I wrote about time management techniques that I have found effective. Shred that To Do list! encouraged you to get rid of To Do lists, and instead schedule your tasks, just as dentists schedule their appointments. All things urgent are not necessarily important. detailed a useful decision-making matrix that Former U.S. […]

All things urgent are not necessarily important.

My last blog encouraged you to do away with your To Do lists and, instead, schedule tasks into a diary. Here is another helpful time management technique that I have used for so many years, it is now my default decision making process. It is the Eisenhower Matrix, developed by former U.S. President Dwight Eisenhower. […]

Shred that To Do list!

I attended a function last night and the topic of time management was raised. During my ten years of dental practice ownership, I read any business book I could get my hands on. One contained a lesson that that I applied daily. I cannot recall from which book I discovered this, but I suggest every […]

Done is better than perfect

How many great opportunities do you miss out on because you are waiting for perfection? “Done is better than perfect” is one of my many mantras. I can feel it when perfection is trying to edge its way in to a project. The red flag for me is when the project is taking more time […]

Just Do It! The attitude to procrastination.

I love the energy that is generated when a team gets together to plan for the future. At such times, team members are functioning from their creative sides and are excited at the prospect of implementing something new or something better. However, it has often has been my experience that by the time the next […]

Amazing Benefits of Leading Your Team to Safe Places

Creating an environment of emotional safety for your team is one of your most important roles as a leader. I have laboured under the harsh leadership of a hard-to-please boss. He questioned much of what I did and I never felt he trusted me or my abilities. The result for me was a continual decline […]

Beware The Four Growth Stoppers!

Dental practices are, or at least should be, on a constant search for new patients. There is a natural attrition that needs to be compensated for. Patients move out of the area, prefer the service of another dental practice and, sadly, pass away. But beware! There are four key times you may lose the valuable […]

“Something needs to change!”

  “Something needs to change!” I have had this thought on several occasions during my time working in dental practices. It happens in my personal life too. It is your mind finally reaching its tipping point, saying “enough is enough!” It may be an ineffective system or a team member’s lack of enthusiasm and attention. […]

Why Do We Resist Difficult Discussions?

“I should talk to that employee about her poor performance.” “I have to tell the employee dentist he cannot have a pay rise.” “It’s not working out; I have to let the steri-nurse go.” Difficult discussions are a part of owning a business. However, the thought of having these discussions sends nervous trepidation through many […]

What is your mindset when things go wrong?

  I met Mariam recently, an interesting and inspiring woman. During our conversation, she shared her perspective that there are three mindsets that we can choose from when in conflict and pushing for change. VICTIM: This is egocentric. It is focusing on your personal response to challenging times, at the exclusion of anything else. This […]

Many Heads Lead to Magic!

I’m excited. Today I get to have a workshop with a colleague and….COLLABORATE! After working in a team environment for so many years in dental practices, the aspect I miss most is the regular collaboration on how to do things smarter. Julie Parker Practice Success has been going for six years now. My time is […]

3 Tips to Encourage Recalls

Recalls are the life blood of your dental practice. Implementing an effective recalling system takes thought, research and tracking results to ensure it is the right system for your patient base.  Something that many advise, is to forward book patients for their recalls. Here are three tips to encourage your patients to plan ahead. 1. […]

What you focus on, grows.

What are your competitors doing? How can you find out? Who can tell you? Meanwhile, what are YOU doing? At times, we fall in to the trap of becoming distracted with our competitors. There are two reasons I encourage you to re-direct your attention. Firstly, I don’t buy in to the concept of ‘competitors’, and […]

“How did you find out about us?”

  “How did you find out about us?” is one of the most important questions to ask. The long-term success of your dental practice depends upon its sustainability. And you will only be sustainable if you attract a steady stream of new patients. There are numerous methods used to attract new patients: advertising, local area […]

Get the most out of each coffee!

Promoting your business can be challenging. Success requires an understanding of your target market’s behaviour, human psychology and buying responses, and the ability to design an effective campaign to suit your chosen method of promotion. The digital media space has added to this complexity. Finding additional ways to generate results from your promotions will ensure your are […]

Your coffee is on us!

Arnie, a colleague and friend, mentioned this winning idea of attracting your local community in to your practice! I’ve tweaked it slightly to be used for promoting dental practices. It’s the Coffee On Us! campaign. Imagine heading to work in the morning. You make your way to the local cafe to get your morning coffee […]

This is what I call FUN!

Being involved with a dental team whose members are experienced and effective brainstormers is my idea of a good time! Such teams can solve anything. It actually is easy for them to tap in to their brilliance and creativity. To them, there are no problems, just solutions waiting to be revealed. Brainstorming is a way […]

I admit it…I faked it!

I faked it…till I made it. I still do it today. I look at where I want to be and become, before I am there. It has been one of the most powerful ways of progressing quickly and intentionally to my next goal. Faking it resets your mindset from where you are to where you […]

Asking for change is not enough.

One of the frustrations when working in a team is getting everyone to work in the directed manner. AFL football coaches frequently suffer such frustrations! Staff meetings become a place for repeating the same requests for changes in behaviour. Tension builds as leaders feel ignored, and staff happiness suffers because they feel hen-pecked and micro-managed. […]

Welcome the reps!

It is an accepted rule in many dental practices to eject dental reps without as much as a “how are you?”. I was a dental rep for a short time back in 1991, and I still cringe when reflecting how the welcoming faces of the receptionists would switch to irritation once they realised who I […]

Why do you and your team come to work?

A successful Practice is much like a successful human being: those who thrive are those who access their passion and their skills, who discover how to adapt to their constantly changing environments, and who are able to effect lasting useful behavioural changes. People develop bad habits. We don’t always eat the ideal diet for physical […]

Is your receptionist providing WOW or WOE?

A number of months ago I was dropping in to a number of dental practices to inform them of an upcoming JPPS Presentation. I found the contrasting receptions offered by the different locations interesting. One particular experience stood out. I was aware that the practice I was about to enter had been recently sold. The […]

Sometimes, there IS harm in asking!

Should I ask for that day off? Should I ask for that pay rise? I should ask that nurse to change her roster around. I can ask the receptionist to add payroll to her job description. Why shouldn’t I ask? They can just say no. “There’s no harm in asking.” I’ve got news for you. […]

Don’t Dumb Me Down! Part #3

In my recent two blogs, I spoke about my experience with my colleague, Rachel. She and I worked together twice. The first time, I was controlling and wanted everything done my way. The second time, I had learned the destructive impact of micro-management and wanted to reform. I was grateful that Rachel agreed to help […]

Don’t Dumb Me Down!..PART #2

In my previous blog, I wrote about becoming a better manager thanks to my experience with Rachel, a lovely lady with whom I had previously worked.  I had been controlling in my working relationship with Rachel. This was an undesirable trait I had recognised only after experiencing a controlling manager myself, when I later worked […]

Don’t Dumb Me Down!

The lesson I am going to tell you about was a big one for me. It has stayed with me, and I tell the story to anyone who will listen. It was the late 90’s, and I was working in the dental practice that immediately preceded me owning my own practice. I was one of […]

I think I may be brilliant!

I may be brilliant. In fact, I have a feeling we are all brilliant, all the time. The number of times that I have felt trapped in a challenge without direction are too numerous to say. The problem plays over monotonously in my head. I feel an urgency to find answers. Unhelpful thoughts like “why […]

Debriefing: A remarkable tool that eases your way to practice success

Not being an academic, I have always sourced alternative methods of education. Books, tapes, videos, audio…I researched everything I could. The introduction of the internet has now revolutionised our access to education and learning and ignorance on a particular topic lasts only as long as it takes to type a question into Google. However, it […]

What if …?

  Throughout my years as a dental practice owner, I remember times when different fears crept in and sat with me a while: “What if my practice is losing patients and I don’t know it?” “What if my best employee leaves?” “What if I am not as good a business manager as I think and […]

Business management was only the SECOND most important skill to master…

I knew, when I first owned my practice, that in order to be successful, I would need to learn what I didn’t know. I knew nothing of financial reports or employment law. I knew nothing of business management or marketing strategies. The list was long. Remaining ignorant would have lead me to failure. So I […]

Is it time to get excited?

I was always excited when I owned my dental practice. But I got SUPER excited in December. What excited me? New goals! Despite spending my whole year tackling the existing practice goals, there was something magical about the Christmas break. I would spend time reflecting over the previous year. What were the challenges? What insights […]

Are you brave enough to ask?

I loved my years of dental practice ownership. I grew enormously as a person, and it is where I developed my skills as a leader. Someone asked me recently: “What was a key lesson in my leadership journey.” I immediately answered “getting brave enough to ask for feedback”. I had always intended to be an […]

Maybe it’s not them. Maybe it’s you…

I, like many of us, learned early in life that we choose how someone appears to us. I recall a friend I had during my primary school years, Fiona. I had initially disliked Fiona. Not for any legitimate reason, I am sure. I first looked at Fiona and judged all she did as silly and […]

Who is watching you?

Have you ever been employed by a boss who inspired you to work harder? I can say that I have had such bosses! Contemplating what made these bosses special and different, I have realised it comes down to tone key factor: Their behaviours generated my respect for them. Most bosses have similar agendas: they strive […]

Embrace what you fear and live BIG!

We all experience fear. We feel fear during life-threatening events such as narrowly avoiding a bad car crash, all the way to fears of performing in public or social situations. After I purchased my dental practice in 2003, I quickly realised I had to address a fear I had developed. Fear of failure. Initially I […]

Three Techniques to Regain your Peace

In my last blog I wrote about ‘stuck thoughts’. These are the lingering feelings and thoughts that remain despite a challenging situation being resolved. The reason these thoughts and feelings become stuck is because the reaction is coming from our SUBCONSCIOUS mind. The subconscious mind is the more powerful part of our brains. Where our […]

Stuck thoughts getting you down?

Have you done this before? A challenging situation arises at the practice. Everyone has their own thoughts of how best to manage it. A resolution is found and the issue is put to rest. You thought. The scenario keeps playing on your mind. You are distracted by it. The team have already moved on and […]

Are you providing the environment for staff to be successful?

Encouraging staff to engage with the vision and systems that I implemented at my practice was a process I was eager to learn. I understood that a vital element to my business success was getting strong performances from staff. I discovered that what I needed to do in order to achieve this was to provide […]

Just in case you breach trust…here’s a 6 step plan to rebuild it

I wrote in my last blog about discovering the deeper elements of: TRUST. That it is not simply being someone others can rely on. That trust develops over time and after a series of kept promises. As Charles Kovess, JPPS co-founder, says in his presentations, “trust is built like a wall: brick by brick. Breaking […]

What evidence is there of your trustworthiness?

Of all of the business books that I have researched, and all of the people management articles I have read, there is a word that is used repeatedly by all: ‘TRUST’. However initially, I don’t think I truly ‘got it’ initially. I thought of myself as a trustworthy person and that others would somehow ‘see’ […]

Share it around

When I owned my dental practice, I had the roles of receptionist and practice manager. Not being confined to the surgery as most owner-dentists are, I relished the opportunity of being able to manage my business full-time. Delegating tasks never entered my mind. Why would it? I had the time and I had the enthusiasm […]

That winning feeling….It’s worth the effort!

In my last blog I shared with you by ongoing wish to get better results. And, that to get better results, I have to BE better. To achieve greater and greater progress and success in life, we need to be on a path of continuous improvement. Tony Robbins coined the term CANI: Constant And Never-ending […]

I am proud, because of this…

Of all of my management skills, I am most proud of this one. I get better. I am better than I was when I started. I am better than I was yesterday. Improvement is truly exciting. Imagine being so stuck in our habits and behaviours that we manage things the same way every day, achieving […]

You must be true to your word

Developing a set of principles that drive your leadership is one of the most important things you can do. But it can get tough… I have found that with each and every principle I adopt, I am tested. This happens in every area of life. I don’t know whether it is a ‘universal law’ but […]

“Be curious, not judgemental” Part III

In the last two blogs I have discussed my awareness around how my judging of people was hampering my success when problem-solving and reaching solutions to the many challenges of practice management. The problem with the judgements we make about people is that we are forming an opinion without all of the information. If we […]

“Be curious, not judgemental” Part II

In my previous blog I spoke about how I was sabotaging my effectiveness in problem-solving by falling in to a natural human behaviour: Being JUDGEMENTAL. Instead of being curious about the reasons people did what they did, I was allowing my judgemental mind to block the creative thought processes required to successfully develop solutions to […]

“Be curious, not judgemental” Part I

Managing a dental practice, like any business, is about finding solutions. Solutions to patients’ oral problems, solutions to the barriers that staff come up against when performing throughout the day and solutions that will lead the practice to business viability and success. What I found very early on was that I was sabotaging my own […]

Avoid Groundhog Day with 3 Simple Steps

I am sure that I am not the only one that has fallen in to the trap of ‘Groundhog Day’. Getting up each morning, like every other morning, and doing generally the same stuff. But nothing changes if nothing changes. Many years ago I started a routine of 3 simple steps that have now developed […]

Why you MUST master your EI!

I have always loved working with teams. Identifying and overcoming the barriers of achieving top performance has been a consistent source of enjoyment and satisfaction for me. I have found the key influencing factor that determines the quality of performance is the measure of our emotional intelligence, our ‘EI’. Emotional intelligence is the ability to […]

Do you have the ‘generosity gene’?

One of my unofficial mentors over the years has been Jack Welch, former CEO of General Electric. Welch is considered an expert in business and leadership, with the value of GE rising in value by 4,000% during his 20 years at the helm. During his many years in business, Welch has managed many people in […]

Are you feeling resentful?

Many tasks of everyday life in a dental practice can become tedious. Often the same person finds they always seem to be the one either taking the A-frame sign in and out, or the rubbish bins out on bin day, or tidying the staff kitchen. We persevere because these things need to be done in […]

How to get the right fit.

Getting the right person for the job can be a challenge. Each role within a dental practice requires a different set of skills. The nursing role requires a comprehensive knowledge of dental materials and up-to-date awareness of infection control protocols.  The receptionist role needs someone who is proficient with the dental software of the practice […]

Do you deliver torturous performance appraisals?

I have learned something from providing many performance appraisals in my time. They can be torturous! A badly handled performance appraisal that needs to communicate the need for improvement results in feelings of defensiveness and unhappiness.  Often the staff member feels ‘set-upon’ and misunderstood. This is the absolute opposite of the purpose of providing staff […]

To solve problems better, be like Columbo!

  I have mentioned in the past that one of the best business books I have read is ‘Leadership’ by former lawyer and politician from New York, Rudi Giuliani. One of the insights I have previously written about is to ‘choose your battles’. You can read more about this here. Another key message that I […]

This one thing transformed my working relationships

When I owned my practice I knew something for sure: that it was in my interests (and therefore the business’ interests) to be welcoming of all needs and comments from staff. Whether it was surgery staff needing something, hearing a concern about another team member or someone’s request for holiday leave. In order to manage […]

How to improve with one simple phone-call

If you want to build a dental practice where patients are beating a path to your door, then there is one person who can help you: your new patient. Successful practices realise that the new patient experience cannot happen ‘by accident’. It needs to be a planned process. From the conversation with the receptionist when […]

Boost Your New Patient Flow

I was at an event with Charles last night and was speaking with a woman who has been running her independent travel agency for 24 years. I asked the question I ask many people I come across: How do you attract most of your new business? The answer I received was the same as many […]

Are you easy?

  An important element of the patient experience is the initial telephone interaction. During my years in dental practices (since 1987) I have attended many industry seminars and workshops, read reams of data and listened to dozens of podcasts, picking up tips and insights about how to run a high performing practice. The advice given […]

Why celebration is vital to your future success

I have found when dental teams achieve success, it is often acknowledged, but rarely celebrated. We are very quick to turn attention to the next challenge, leaving the winning feeling of achievement far behind. Life is a collection of experiences.  Indeed we are an amalgamation of the emotional attachment we place on these experiences. Our […]

The 3 Main Obstacles for Patients who have ‘Incomplete Treatment’

Following up patients on our ‘Incomplete Treatment’ lists is hard work. You are trying to convince someone why it is important to take action, and unless you are a master negotiator who thrives on the thrill of combating objections, it is an uncomfortable role for many staff. I want to start with stating that by […]

Let’s Get Physical…again!

A couple of blogs ago I wrote about the importance of not sacrificing effective patient communication when deciding to automate your systems.  Recalls is one of the processes that I have seen many practices opt to automate. However I am yet to find a practice whose results in booking recalls actually improve when they shift from […]

Slow appointment book? What a great opportunity!

There are a number of dental practices who are still enjoying full appointment books. These practices are often those who have been established for many years. Their patient base is one whose loyalty has been cultivated over time through the caring and trusting relationships that have been developed. These relationships are such that patients are […]

The Danger of Choosing Efficiency Over Function

Technology is a marvellous thing. Clinically it has transformed how dentistry is performed, and provides an amazing range of treatment options for patients. So too there have been great changes in how the tasks of reception are executed.  The introduction of computers and dental software has meant that practices now have the ability for detailed […]

Stop shaming or blaming: get to the solution, and the lesson, faster!

I learned early on in my time as a practice owner the importance of developing solutions to problems FAST. A stumbling block to this process that I used to experience is one that I now see JPPS clients suffering.  When a problem is caused by a team members’ mistake, for some, there is a desire to bring that […]

The Currency of Employment

  Over the years of being both an employee and employer, there here have been particular instances of employee unhappiness that have caused me to deliberate.  They have been times when the employer has been seen to do all the ‘right’ things. They pay above-award wages, are clear about all employee entitlements, create a supportive and […]

Did I really expect a good result from THIS?

I’m going to tell you a story. It’s a story of a time that I am not proud of…but am grateful for. Grateful because it established in me a commitment to never repeat this behaviour. It occurred about a year or so prior to me buying my dental practice in Brighton, Victoria. I was working […]

Crushed By Criticism?

Giving and receiving negative feedback is fraught with anxiety for all involved. For the deliverer it requires a thoughtful approach. But even when a lot of care is taken, the receiver can still react with anger. For the recipient of negative feedback, the initial response is to feel threatened and challenged. Why do we react […]

Continuous Improvement Through ‘CANI’

It’s easy to let our days become monotonous. We turn up to the same place and perform the same general functions. If we do not make this time more meaningful, we run the risk of it slowly becoming meaningless. I found that giving myself daily ‘projects’ helped me start every day off inspired. During the […]

Expectations = Disappointment?

When I bought my practice in 2003 I quickly learned that things were no longer straightforward. Whether I was organising finance for an equipment purchase, arranging a staff dinner or achieving a ‘well-planned for’ goal, the path always threw up ‘interesting’ barriers. Initially these interruptions to progress frustrated me enormously. I was a ‘planner’, and […]

Set the standard to boost performance!

It has been proven to me time and time again that the best way to raise the performances of those around me, is to lead by example. The ones within a business who hold the strongest commitment to the vision, values and systems are the owners and managers. However as you employ more people to […]

The biggest reason that your patients will stay loyal to your practice is…

The biggest reason for your patients to remain loyal to you is trust. Patients have trust in your abilities as a health provider and that you place their health interests above your own business interests. Indeed the very foundation of a successful patient-doctor relationship is trust. During my 10 years of business ownership, I saw trust as […]

Choose Your Battles

When I became a business owner, one of my intentions was to become an excellent leader. I had experienced many great bosses during my years as a dental nurse and receptionist and I wanted to be one of the better ones for my staff.  So, just as I would do for all of my business […]

Respect Your Stakeholders

When you own a business, you are placing yourself in a position where you will have an affect on many people. The way you treat your ‘stakeholders’, or the people that both have a direct impact on your business, and those who are directly impacted by your business, is something you want to get right! […]

My Thoughts on Passive Aggressive Behaviour

Like most of us, I have worked with passive aggressive people in the past. Some of you may be suffering under one as we speak. If you are, I feel for you. Passive aggressive behaviour displays itself in many forms.                    Resentment       sullenness      moody      complaining      sarcasm     […]

Do Bonuses REALLY Work?

I was recently speaking with someone and the topic of paid incentives to staff came up. I have worked in a practice many years ago who tried out a bonus system. I also considered the validity of such a system when I owned my practice and was thinking of ways to reward my staff. While […]

How I Got Clear with Staff

Have you ever been surprised by a staff-member tending their resignation? You shouldn’t be. I say they should have felt safe enough, and seen you open enough, to share their feelings before it came to quitting. More on that in a minute… In my early days of staff management, I never used to ask people […]

Do You Need to Control Your Impulses?

Self-control is a vital skill to master when you are managing a group of people. I know from my early practice-ownership days that certain situations would challenge me. Such as staff calling in sick, not checking lab work had arrived for an imminent insert appointment and staff not following a process that had already been […]

The Power of Being Heard

During my 10 years of practice ownership, there were many opportunities to challenge my leadership abilities. On one such occasion, it turned out that I was more powerful keeping my mouth shut and ears open. Let me tell you what happened… A string of misunderstandings that eventually led to a harsh confrontation had occurred while […]

7 Signs You Are Not Self-Aware

Your level of self-awareness plays a vital role in your ability to be an effective leader, manager or team member. To work well with others we must first seek to understand ourselves. This journey of self-awareness is one that is life-long. It is constructed of ups and downs, happy times and worrying times. You are […]

The 5 Pillars of Trust

The existence of TRUST is vital to the success of any relationship, whether it be a friendship, a loving partner or the relationship you have with your children. It is also true that the quality of your workplace relationships is directly related to the trust you have developed. It cannot be overstated how important it […]

The #1 Way to Ensure Patient Happiness

Everyone wants happy patients…including the patient! Practices implement many and varied routines to aid in the happy patient, such as fresh coffee, aromatherapy and strong customer service. And I encourage all of it. But THE MOST effective way to make your patient happy is to set their expectations! We all assess our experiences in accordance to […]

The Quickest Way to Build Rapport with Your Patients

Developing great relationships with your dental patients is one of the most effective ways to promote both patient loyalty and patient referrals. So, what can you do to establish these strong connections quickly? American psychologist and expert on human behaviour, Robert Cialdini, says to make a positive and lasting first impression you need to rapidly […]

A Plan When Dealing with Angry Patients

Upset or angry patients can really throw you off your game. You find yourself feeling intimidated and reacting to them rather than being in control and using effective communication. Because upset patients rarely give you advance notice that they are about to become confrontational, you need to plan now, and have it in your back […]

Keep Attracting Referrals!

We live in this information age, where you don’t need degrees in marketing and business in order to learn how to run highly successful dental practices. We can research online and tap in to other people’s brilliance at the click of a mouse. As a result there are many stylish and sophisticated marketing campaigns being […]

Succeeding, Despite Self-Doubt!

  I am sure you have imagined how your life would play out if you lived without any self-doubt. Or, maybe you are afraid to see what that life would look like, as Marianne Williamson says, “Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure. […]

The Engaged Receptionist

  It has always been obvious that a great receptionist improves the environment of any business and a bad one will be highly likely to have a damaging affect. However our awareness around the high level of influence our receptionists has requires deeper contemplation. Dental practices know their receptionist plays an important role in creating […]

6 Qualities of a Charismatic Leader

I recently discovered this list of 6 qualities that make a charismatic leader, which was compiled by success.com. Over my many years of researching this topic of leadership, including reading countless autobiographies of great people in their field and/or lives (such as Rudy Giuliani, Elie Wiesel, Sidney Poitier, Nelson Mandela, Eleanor Roosevelt …), this list […]

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