GROW your practice with actionable tips from expert dental authorities. FREE short videos sent to your inbox every other week. SIGN UP

Inspiring Lessons in Dental Practice Success

How to Increase Patient Satisfaction and Loyalty

Episode #74
Etiquette, Compassion and Connection in the Dental Practice with Trish Lewis-Clark

Key Points at a Glance

  • Trish Lewis-Clark, Dental Detective, in conversation with Naren Arulrajah
  • In dentistry for over 30 years
  • The concept of a dental detective
  • What happens on day one
  • Top 3 concerns of dentists
  • Going undercover and becoming a patient
  • Real client stories

Website: www.dentaldetective.info
Email: Investigate@DentalDetective.info
Facebook Personal
Facebook Business
Episode #71
The 'done for you' Way to Follow up With Patients in a Busy Dental Practice with Dr. Nathan Jeal

Key Points at a Glance

  • Dr. Nathan Jeal, practicing dentist, in conversation with Naren Arulrajah
  • Background about he Follow-App
  • Inspiration behind the Follow-App
  • It’s important to keep the patient’s recommendations up front
  • You need to make sure the patient understands the purpose of the treatment
  • The Follow-app helps busy practices and helps you stay in touch with patients
  • Marketing and Ads
  • Advanced Practice Builders ‘APB’
  • Creating the local expert

Cell: 204-997-3333
Email: nathan.jeal@gmail.com
Episode #69
Quality Patient Engagement in The Dental Practice with Debra Engelhardt-Nash

Key Points at a Glance

  • Debra Engelhardt-Nash, President of ADMC, Co-Founder of the Nash Institute, in conversation with Naren Arulrajah
  • Has been in the industry for 30 years
  • Patient engagement is critical and is based on the relationships established within the practice and the doctor
  • Engaging phone calls
  • As soon as someone tells you their name, write it down
  • Ask for permission to ask questions before asking them
  • Making patients feel significant
  • What’s your Superpower? What is your office known for?
  • Establish your presence when someone walks into the office
  • Make the reception area an attraction
  • Value and appreciate others
  • Final thoughts

Visit: www.debraengelhardtnash.com
Cell: 704-904-3459
Email: debraengelhardtnash@gmail.com
Episode #65
The Value of Customer Service In Your Dental Practice | Andre Shirdan

Key Points at a Glance

  • Andre Shirdan, Founder of The Crew Process, in conversation with Naren Arulrajah
  • Philosophy and starting with the why
  • The people- your ‘team’ and your patients
  • Training your people to your philosophy of care
  • Using the right words
  • Process to profitability
  • Looking beyond the needs of the business
  • Keeping your value statement consistent
Personal Cell: 484-437-5562 Website: www.thecrewprocess.com
Episode #64
Listening to Your Patients in The Dental Practice | Nathan Jeal

Key Points at a Glance

  • Dr. Nathan Jeal, Dentist and Entrepreneur, in conversation with Naren Arulrajah
  • Currently owns and operates 2 practices with wife/partner
  • Graduated in 2011 from dental school
  • Lessons learned in communication, finding the right team members and marketing
  • You need to focus on the benefits or consequences of procedures, not just the technical side of it
  • Take the time to focus on the patient and listen to their needs
  • The biggest part of communicating is listening
  • Having the right team in place can make the workplace more self-managing and enjoyable
  • Marketing your practice
Email: Nathan.jeal@gmail.com
Episode #58
Top 5 questions Dentists are asking | Debbie Seidel Bittke

Key Points at a Glance

  • Debbie Seidel-Bittke, Founder, Dental Practice Solutions in conversation with Naren Arulrajah
  • Most practices attract the wrong type of patients to their dental practice
  • Set yourself up so that the culture of your practice is like the Ritz Carlton
  • The pattern of a long- time client /patient
  • You need to have clarity first, and decide who you are going to be a hero to
  • USP- What is your ‘unique sales position’
  • Patients will continue to go to a practice because they want to be healthy
  • Getting quality patients
  • Money is often times the patients’ biggest objection
  • Spend more time with your patients, getting to know them and building trust
  • The 3 C’s: Connect, Communicate, Care
  • Treat the patient as a human being, not a patient. Let them feel how much you care about them
  • Last minute cancellations and value, having a ‘change in appointment’ policy in place
  • How to keep patients returning to your office
  • Social proof! Halloween candy buy back, great social strategy
Visit: dentalpracticesolutions.com Contact Kate at admin@dentalpracticesolutions.com for a Strategic planning session. A THOUSAND DOLLAR value! Call: 888-816-1511 or 949-315-8741
Episode #54
Making Customer Service the best it can be in your Dental Practice | David Moffet

Key Points at a Glance

  • Dr. David Moffet, Founder of The Ultimate Patient Experience, in conversation with Naren Arulrajah
  • Started dental school straight out of high school
  • Worked several jobs learning about business and management
  • Bought his own office in 1987
  • Sold business and managed it for 7 years
  • Started coaching after retirement and insistence of 2 friends
  • We need customers in dentistry, to be successful is to have lots of satisfied customers
  • You need to have a structure in your office for customer service
  • If there is one weakness on the team, that’s where you are going to lose patients
  • Everything you say to your patients should be the ‘best it could be’ and praise them, especially when they are early
  • The #1 reason patients leave, is due to apathy or perceived apathy
  • Get personable with your patients, get to know them, engage them, be interested
  • FORD- family, occupation, recreation, dreams & desires
  • To be interesting, you have to be interested

Visit: theultimatepatientexperience.com
Email: david@theupe.com
FaceBook: www.facebook.com/drdavidmoffet
LinkedIn: www.linkedin.com/in/davidmoffet/
Upcoming Events:theultimatepatientexperience.com/events/
Call : 919-865-0700
Episode #37
Take the time to connect with your patients | Debbie Seidel-Bittke

Key Points at a Glance

  • Debbie Seidel-Bittke, Founder of Dental Practice Solutions, in conversation with Naren Arulrajah
  • At 12 years old, Debbie wanted to become a dental hygienist
  • Helped to start a dental hygienist school in 2007
  • You need to have a system in place
  • It’s important to have the right dental hygienist in your practice
  • The Doctor is the leader of the team and needs to take charge and identify who the team players are
  • When creating a treatment plan, include something for the patient
  • Get to know your patients, connect with them
  • Have a morning team huddle, each person on the team should have their own project they complete
  • Plan the day, know who the patients are that are coming in for that day
  • Team members should follow through with patients, if they need further treatment it should be discussed and the next appointment should be made
  • Team members that do not follow through are not a good fit for your practice
  • Be positive, positivity spreads from person to person
  • The type of people you need in your practice are the ones who want your business to grow

Visit: www.dentalpracticesolutions.com, Email: admin@dentalpracticesolutions.com or Call: 888-816-1511 / (949) 351-8741
Episode #36
Doing the right thing for your patients oral health | Elijah Desmond

Key Points at a Glance

  • Elijah Desmond, Serial Entrepreneur, in conversation with Naren Arulrajah
  • Tested out of high school at 15 yrs old
  • Started out mentoring & being a motivational speaker for kids
  • Started a dental temp agency in Hawaii
  • Mentors hundreds of dental professionals
  • Don’t harm good teeth to replace missing teeth
  • 2 must haves in dentistry: Intraoral cameras and dental implants
  • Appreciate those around you and those who work for you
  • Importance of Culture in the practice
  • Lay the foundation/Touchpoints for patients

Visit: www.elijahdesmond.com, Email: elijah@basicdentistry.com