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


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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
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Episode #71
The 'done for you' way to follow up with patients in a busy Dental Practice with Dr. Nathan Jeal


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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
This presentation is brought to you by Ekwa Marketing, a leader in digital marketing for dentists!


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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