Dr. Anissa Holmes is a dentist, business acceleration coach, social media strategist, author and host of The Delivering WOW Dental Podcast.
Hi guys, and welcome to another episode of the Delivering WOW Dental Podcast. I am so excited to be here. So today, I'm going to talk about something that is pretty real and honest, and it is about being an introverted dentist and how can we get more dental patients if we are an introverted dentist. So question for you, are you an introverted dentist? And the reason why I ask is that I, interestingly, am. So many people look at me and they're like, "Oh, Anissa, you're so extroverted. Like you get out there, and you're doing Facebook Lives, and I see you everywhere, and you're on social media, and you're having summits and doing all of this stuff." And people actually assume that I am an extrovert. But what's really interesting is that if you go back to the first episode of this podcast, what you will hear, and it's almost embarrassing, is that it actually sounded like I was reading. And so my office manager, at the time, comes to me after my first episode, and she says, "Dr. Holmes, I listened to your podcast, and it sounds like you're reading." And I was like, "You know what? I'm not going to delete it. It's okay." And what I said to her is perhaps the turning point, and will be the turning point for you, and it's been for so many people that have been through our challenges where I'm challenging people to step out of their comfort zone and do a Facebook Live. What I said to her is that, "You know what? There's something that I have inside of me that I have to give. I have knowledge of how to help people. And what's really important for me is that they find me, that they hear my voice so that I can help them." And so I continued to do my podcast. And as Facebook Live came out, I started to do Facebook Lives. And now it's really simple for me to do that. And I'm still an introvert, by the way. But what I recognize is that I have a gift and people need to hear my message. You're on this podcast right now. And if I had let being an introvert stop me from getting on the microphone and delivering the message, we may not be obviously where we are today. So I wanted to really look at that for you and really ask you that question. And the question is do you have a gift? Have you taken time to learn how to place implants, or how to help so many people, and actually save lives, and help marriages as well by understanding how to help patients who have sleep apnea? Have you made a time investment in understanding how to do beautiful cosmetic cases? Because so many times we have introverted dentists that love to learn. You're at conferences, you're taking the courses. Your hands are amazing. You can do beautiful dentistry. And what happens is that no one knows who we are. And so if you know that you have a message and a gift, it's almost your moral obligation to step out of your comfort zone, to do something that you've never done before, and to go ahead and put yourself out there, because that's the only way people will know about us. One of the fastest ways that I have found, at least to have people to start overcoming their shyness and their introvertedness and putting on an extroverted face, is by focusing on doing Facebook Lives. And what's been so amazing over the years, working with practices, and over the last year or so, working with practices in our marketing and practice growth challenges, I will from day one say, "You know what? I want you to come on. Do a Facebook Live. And guess what? It's okay if you do your Facebook Live and you stumble. It's okay if you stutter over your words. It's okay if the video is sideways." It's okay, because if it's not perfect, you're learning. And when we learn, we figure out what we need to improve on and we keep getting better. And so even in that group, what I'll say is, "If it's sideways, that's okay. Get in there. We'll show you how to fix it." And guess what happens? Even now, I've been doing, I can't tell you, hundreds of Facebook Lives, and there are times when I get on and I start fumbling over my words. And what do I do? I just delete it. I delete it and I start over. And guess what? You can continue and not start over. You just keep going. And guess what? The next day is another day. And what's been really interesting is seeing practices and owners and team members to start utilizing, using Facebook Live. And what happens is that now they get more clear with their message. It makes people think more about what is it that you want to say. And interestingly, a lot of the same things that we're doing on Facebook Live we're actually taking into the [inaudible 00:05:59]. And so when we're doing a Facebook Live about let me talk about three different ways to replace missing teeth, or here's why you actually need to go to the dentist. The difference between doing it at home and doing it in the office. Or anything that you're doing. Getting out of your comfort zone, doing the gift card giveaway to go ahead and get gift cards from other businesses. Man, that's really hard for people. A lot of times people are saying, "I'm very nervous to go and ask another business for a gift card." And all of a sudden, I'm challenging you, yes, I am, to go ahead and do it anyway. And now you step out of your comfort zone and you realize, "Wow, that actually wasn't that hard. I asked someone and they said, 'Yeah, I would love to do that.'" And guess what happens? Now you get more confident and you can do it again and again and again, and build more relationships and market your practice. And so again, today, I really wanted to talk about this because I see so many dentists who are introverted, including myself. But if your business matters to you, if your practice matters to you, if your patients matter to you, and people in the community that need to find you, then it's really urgent and important that you step out of your comfort zone and you do it anyway. So hopefully this serves you. I love helping you to be able to step out of your comfort zone. And so hopefully with this, you will take that next step. All right, guys, hopefully this was helpful. I look forward to chatting with you guys again soon. If you haven't yet signed up for our Marketing and Practice Growth Challenge, you definitely will want to do that, deliveringwowchallenge.com, so that we can help you get to the next level. If you're using the code dentalbosschallenge, the challenge is completely free, so we'd love to be able to help you with that. Again, thank you so much for being a listener to our podcast. If you are a member of our Dental Boss Movement Facebook group, I look forward to seeing you every week where we have free training for you and your practice. And if you haven't yet joined us, make sure you're joining us in that group as well, dentalbossmovement.com. All right, guys, thanks so much for listening. Take care and we will chat next week. If you're ready to take your practice to the next level, I invite you to join me inside of our next Marketing and Practice Growth Challenge. Inside of this challenge, you're going to create a full 12-month marketing plan, launch a marketing campaign that's going to allow you to be able to connect with your community as well as other local businesses. And I'm also going to show you how to use our whiteboard strategy that we've used with practices to be able to actually double their production, focusing on doing more high-value services. Again, I look forward to working with you, as well as your team, inside of our Marketing and Practice Growth Challenge. And to get started, all you have to do is go to deliveringwowchallenge.com. Thanks so much for listening to this episode of the Delivering WOW Podcast, with Dr. Anissa Holmes. We'll catch you next time.
The Delivering WOW podcast with Dr. Anissa Holmes, the number one show for dentists who are not afraid to take action and want to receive massive results. Now let's get to work to focus on what matters most. Hi guys, and welcome to another episode of the Delivering WOW Dental Podcast. Today, we're talking about First Week on the Job Training for your dental team. Now, how many of you have had a new hire to come in and all of a sudden it's a month later, three months later and they're still not doing the key functions that you hire them for? If this is happening, oftentimes what that means is that we don't have a good onboarding system. And so what I'm going to be sharing with you today are some tips that you could use as you're starting to bring in new hires, to get them trained up as fast as possible. And believe me, not only do you want them to be trained and to be able to be efficient and being productive for the practice, they also want to be able to be comfortable in what they need to do. And once you create a great system then you will now have predictability. Now, as we start bringing in our new hires, even backing it up a little bit, when we are looking for our new hire, when we are interviewing, there's definitely a proven framework for hiring. But part of that is making sure that that team member understands what they're being hired for. What are the roles, what are the responsibilities? And so it's one thing to say, "I'm getting a new office manager," but do they truly understand that their role will now be, for example, to make sure that a particular profit number is set for the practice? Do they understand that their role is actually to work side-by-side with you to actually carry out your vision, to be able to lead the team, to be able to make sure that a certain number of unscheduled patients are being rescheduled? And it may not be them who's actually the scheduler, but they're holding that metric accountable. They're making sure that marketing campaigns are being done consistently, even though they may not actually be running the campaigns, right? Do they understand their roles and responsibilities? Does that team member understand your core values? In fact, for my practice, even on the interview or the pre-interview application we actually asked the question of which core value in my practice resonates with you the most? And we actually have that as a question when we have our group interviews. And so as we start looking at onboarding, if we actually inside of our recruiting process, we actually are very clear on their roles, on their responsibilities, that really makes this training in onboarding a lot more beneficial, okay? Let's go ahead and talk about the onboarding process and typically what that looks like. Now, the first thing that I think is very, very important is to have an orientation with your new hire. That is looking at making sure that they understand your vision for the practice, your vision for them, how you see them growing within the business. Really important for them to understand very, very clearly their hours, right? When are they working? People want to know when are they being paid? What about vacation time? What about sick leave? When do they get breaks? These are things that oftentimes they are asking on demand when they have the question. If we can just go through this as an orientation then now there's a lot of clarity. Also, you want to make sure that you have a checklist for collecting information, such as a background check form, an employee application, making sure that you have all of the tax documents. If you are requiring certain vaccinations that you have that in place. Really important we also start looking at things like X-ray training, do they need to have that in place? And so these are the things that we're looking at, okay? Also very important is that the team member again understands their essential functions. And so if they are for example coming in as a dental assistant, are they going to just be responsible for helping the doctor in the operatory? Will they also have to be responsible for sterilizing the equipment? Are they going to be responsible for actually having those conversations with patients about treatment? For example, in my practice, our dental assistant, one of them is responsible for doing all of the scans and talking about Invisalign. Do they understand clearly the additional duties that they will need to do? Will they be ordering supplies, right? Because every dental assistant in every practice may have different roles and responsibilities depending on how big the practice is. And just because they're coming in as an assistant does not mean that they understand exactly what we will do in our practice so that's really, really important. Now, as we start looking at training and evaluation what's really important is that your training is actually done in stages and that you have evaluations done at the end of each week. And so typically what I will recommend is that you actually have a six-week training period and you would again be able to make sure that this new hire has basic proficiencies in different areas. And so over the six weeks you'll be looking at their ability to suction, their ability to chart, sterilization procedure set up, how they're scheduling appointments, right? Making sure that they can take X-rays. They can take intra-oral photos, making sure that they can do an office tour. And so as we start looking at breaking this down week-by-week, we can ensure that they actually have the skillset, that they have the confidence, that they're following what we're looking at in terms of that new hire. And so what this could look like for a dental assistant is on week one, having them to actually read the dental assistant manual. Typically, in a manual what I will recommend is that you have a manual that has photos of your setup, that has information about each procedure, right? So having them read your training manual is really, really important, okay? Also making sure that they learn proper shutdown and start up procedures for the day, learning the office tour. Also important for them to understand basic instrument setup for hygiene and for exams because as you know, what will happen is that every dental practice is different. So taking time to not just throw them in there but actually taking that week to make sure that they understand how to set up for your procedures, making sure that they understand how to break down the room, sterilization. Make sure that they understand tooth anatomy, right? And at the end of the week then now you can go back and you can actually assess and say, "Go ahead and give me an office tour." And you can actually ensure that they are doing it in a way that you will like, okay." Some examples for week two is having them to learn your process for intra-oral photo taking, introduction to X-ray training. What we also love is having our team members to actually watch videos on procedures. And so if you have a software that allows your team members to be able to watch educational videos or even go into YouTube, it's very powerful. We typically will do that in our practice as well. I'm having them to actually watch videos so that not only do they understand, but they understand how to communicate effectively about that procedure because as we know patients are coming in, they're asking questions and so now our assistants are also serving as an educator. And if you're looking for training for your dental assistants on the business side of dentistry, how to be able to close more cases, how to be able to communicate effectively to get patients to say yes, how to be able to set goals and become an active versus passive dental assistant, we'd love to be able to work with you and your team inside of one of our programs. Making sure that they understand the setups for the advanced procedures for your crown and bridge through implants, right? Moving into two surfaces numbering, you may assume that your dental assistant understands when you say, "We want to go ahead and do a MO on tooth number three, but maybe they don't know what that is especially if they have not been assisting for long. So making sure that they understand teeth numbering, make sure that they are understanding how you want them to suction, what's the best way and again at the end of week two going ahead and giving them an evaluation, okay? That's typically how we will do week three. We're getting into perio chart training, learn instrument tray set up for root canal. Every week you're putting in more things, how do you use the autoclaves. Week four you can go into instrument set up for extractions, looking again at hands-on suctioning. You can start getting into impressions for whitening, creating whitening trays, understanding dentures and what needs to be done for denture adjustments. Then going into again week five and week six, and as you're going into week six, looking at how do you plan a treatment plan? How do you chart needed treatment, understanding on how to navigate the appointment book on week six, getting into phone training and introduction to scanners. As you can see, having a weekly training schedule for onboarding is not only going to help your team to be successful but it's also going to make sure that you're able to be very clear about what you are looking for. And a lot of times I'll hear a doctor say, "I work too busy to treat you my team." And then what happens that years later you are at a disadvantage because every time you're asking for a particular instrument they don't know what you're talking about. Or you are doing things yourself and you're saying, "I'll just print this out myself." Or, "I'll just chart this myself," because you haven't taken the time to actually train your team, right? As you get a bigger team what's really great is you can start elevating people up to become leaders. And so in my practice now we have a lead dental assistant, we have a few dental assistants. And so her role and responsibility is actually to go through this training and onboarding process with any new hires. And so now she is actually gone through this onboarding process with our dental assistants that have come in and now that has taken that off of my plate, as well as the plate of the office manager. And again, you start looking at this and even with an office manager, many times they don't have the ability to actually go ahead and oversee the onboarding of a dental assistant. They may not have the knowledge of core skill steps of taking impressions or scanning, or understanding the tray setup. That's something that you can keep in mind as well. Hopefully this was helpful for you. You are definitely going to want to create a training and onboarding process for all of the roles inside of your practice, right? This will allow you to be able to get your team members comfortable so that now you can start focusing on additional things, right? And this is going to be looking at what is their rock? What is the KPI? What's the one thing you want them to focus on again? How many same-day rollovers are you going to be helping the doctor achieve, right? Having those conversations about Invisalign or implants, it's going to be really important to help the practice to continue to grow. And so the faster we can get through the foundational basics the faster we can get into those profitability conversations. I definitely recommend that you go ahead and start implementing, putting in your training processes and creating a system for this. This is something that we are definitely helping practices with within our Delivering WOW programs. And so if you're interested in having us help you we certainly are here to be able to lend that support. All right, that's pretty much it for today. Thank you so much for listening to another episode of our Delivering WOW Dental Podcast and we will chat again soon. Thanks again for listening to another episode of the Delivering WOW Dental Podcast. Now, the next step is for you to join us inside of our Dental Boss Movement Facebook group, where dentists are coming together for support and action-taking tips and motivation. To join us in the group, head on over to dentalbossmovement.com. And if you're looking to grow your practice faster, make sure you join us inside of our next marketing and practice growth challenge. And to learn more, go to deliveringwowchallenge.com. Take care and we'll see you inside of our next episode. Thanks so much for listening to this episode of the Delivering WOW podcast with Dr. Anissa Holmes. We'll catch you next time.
Hi guys, and welcome to another episode of The Delivering WOW Dental Podcast. I am super excited to be here with you today. So today I'm actually going to be discussing automation and how you can create an automated dental practice. Now, the reason why we want to create automation in our practice is that automation adds accountability in our business. And oftentimes where we really fall short is that we're very busy, right? As owners of a dental practice, we are doing the dentistry. We are managing patients' expectations. We are leading a team. We have families at home at the same time, right? And so, many times what happens is, of course, we are putting a lot of things on our plate. Things slip through the cracks and at the end of the month, we're like, "Oh my gosh, I didn't get that done. And I really wanted to get that done." And so the faster you can automate your systems, automate your processes, that now can be even managed and handed over to a member of your team, you actually will have the ability to actually scale your practice and grow your practice and be more predictable. So super excited about that. Now, I'll talk today about a few tools that you can use to automate your dental practice. And these are tools that I actually use in my own practice and tools that we also use for members of our Platinum Mastermind and our online virtual coaching and training program that we have for doctors and teams through our Platinum Gold Program. Okay? And so what we're looking at here are utilizing tools like number one, utilizing whiteboards, right? Whiteboards allow us to automate the process of looking at how many new patients that we're getting day to day or even week to week. Right? It also allows us to look at the number of testimonials that we're getting. It allows us to look at how many crowns we're doing, or if our team is actually having conversations with our patients about services that we are starting to implement. So say, for example, you make a decision, "I am going to start implementing Perio Protect in my practice." Right? And Perio Protect, for those of you who don't know is a great service that you can have for your patients where you're creating custom-fitted trays, similar to a bleaching tray. It delivers a gel solution where they can actually do this at home. And once they are using it, it will decrease bleeding, inflammation, pocket depth, decrease their chances of needing to have surgery. And this is a procedure that actually can bring in significant additional revenue for your practice. And so say, for example, you take the course to become certified in Perio Protect, your team does your training. And all of a sudden, many times, if there's no accountability, then what will happen is that now it's the end of the month. And you're like, "Oh my gosh, we planned on starting, but we actually didn't start." And so if you can use a whiteboard as a tool for an automated process, then now what happens is that you will not have that goal slip through the cracks, right? You will know if you're not hitting the goal, that the team is not having the conversations, and now you can go back to the team and say, "I see, we're not hitting the goal. What can we do to hit the goal? Do we need additional training? Is anyone stuck? Do we have any issues with getting the cases to the lab?" Because sometimes there are things like that, that as the owner, we may not be aware of. Maybe our dental assistant is still trying to get the lab set up and get everything put in place with the scanner, right? So these are things that we will want to know. And when you have an automated process for accountability, then now you will be able to quickly get to results. Okay? So, that's one of the things that we want to look at. Another thing that we want to look at is how can we automate communication in our practice? And one of the tools that we teach, and one of the tools that we utilize again in my practice is actually a tool called Asana. And how it works is it is actually a software that you can use to number one, to be able to automate the process of having a place to put down all of the gaps in your practice, all of the issues, all of your wishlist items of things that you want to implement, right? And then from there, you can actually utilize a system such as a level 10 meeting so that every week now you can go into Asana and you can go ahead and have at the very top where are people at the beginning of the meeting. If you're having this once a week meeting where your team members can come together and say what is their personal and professional best? What is the thing that they're proud of for that week that they've done in the business and personally? And again, having a level 10 meeting and even utilizing Asana now allows you to automate the process of doing this check-in with your team every single week. Some other things that you're doing on this level 10 or in this level 10 meeting that you're having once a week. And again, we use Asana templates so that we have this format where we just follow it so that nothing slips through the cracks. But we also have that opportunity to look at our practice performance. And so weekly, we're looking at our scorecard numbers and scorecards are something that we have built into our Platinum Coaching Platform where practices can log in and now we can actually track their new patient numbers, their doctor, and hygiene production per visit. We can look at the accounts receivable week to week. We can look at how many unscheduled patients were rescheduled. We can look at the hygiene reappointment rate. So there are specific metrics that we can have the doctor team leader of the team go in and set goals for and we can see for that week, if you've hit the goal, right? If you've hit the goal, then it's an opportunity to celebrate your team for a job well done. And if you've not hit the goal, then now we know where the opportunities are to have a discussion as a team and say, "Well, why did we not hit the goal?" And start looking at, "Okay, well, what can we do to get back on?" Which is where inside of our programs, we actually provide the coaching to now be able to get you back on to get those numbers up so that now, hopefully in the next week, you can go ahead and hit or surpass your goal. Okay? So having this automated process to now have you hold yourself accountable to looking at your numbers is going to be very powerful. Also, inside of your level 10 meeting, you can look at previous to-dos. So say, for example, you had someone on the team that you had assigned to send out an email. Maybe it's an email that is stating that you're going to start doing Invisalign in your practice, or this month, you're going to be doing a special marketing campaign where you will actually be giving away gift cards for local businesses, and you want to have your patients to participate, right? And so within this meeting, again, you can go ahead and look at previous to-dos. And now you can ask that team member, "Did that email get sent out?" Right? If not, why? Really, really powerful stuff. And then also, as you have things coming up, maybe that week, you had a lot of broken appointments. Maybe that week, you had insurance that did not pay on particular claims and you want to have a discussion about maybe your system or your process for following up with insurance. Or maybe you had made a decision to go ahead and for example, collect a copay for PPE, right? And it was not collected. And so now there's a time within that meeting that you can actually have that discussion and find out what happened, what was the real issue, right? So that you can not blame or create excuses, but actually just discuss it so that you can create a solution so that in the future, you won't have that issue again. Right? So that's extremely powerful again when you can automate the process of actually having these discussions. And what's really cool within these level 10 meetings, is that typically, at least in my practice, and what we recommend for practices is that these meetings are held once a week on a Tuesday morning, perhaps before you start seeing patients so that you don't have any reason why you can't do the meeting if you're running late with patients. I don't recommend having it right before lunch, but if you have it in the morning before you get started, then now you have everyone's focused attention. And then the day before on Monday is when the team can go ahead and fill in the scorecards. Okay? So, that's typically how you can look at automating. What's really cool about Asana as well, is that you don't actually have to even wait until this weekly meeting. What you can do is within the actual task, so say, for example, you have made a decision that you're going to treat 100 kids for free, right? So you're going to do a special drive where you're going to help and do something special in your community. Well, with that drive that you're going to do you have a particular team member that will own that task. Now it doesn't mean they're going to be doing all of the tasks, but they will own making sure that it gets done. And so they will perhaps collaborate with other team members and say, "Okay, who can call a company to get items donated? Who can go ahead and print out coloring sheets for the kids so that when they arrive, they'll have coloring sheets? Who can..." Right? And then you just start going from there. Right? And so what can happen is that throughout the week, there's actually conversations within the actual card, within Asana. You can actually go ahead and tag any individual collaborators. That means any of these other people on the team that are working on that particular project. And now people can communicate about that specific project within the card, which is really powerful. Because again, now you can get stuff done throughout the week and you don't have to actually wait until the next time that you're having a level 10. And what's really cool as well is that the doctor can be included in these conversations so that now the doctor, you don't have to necessarily even do anything as it relates to the test. But now you are aware of what your team is working on. And if they need your specific feedback, they can tag you and say, "Doc, what do you think?" So this is some really powerful stuff. We also use in my practice, Asana to be able to, and we have a separate board from our level 10, to look at our bills, right? And so we have a private board between myself and my office manager, where she actually enters in all of the bills that come in, that needs to be paid. She actually scans a copy of the bill, which can be scanned directly into that card, or it can be imported in, in linked In from a Google Drive. So if you're using Google Drive, as we do in my practice and what we teach in our programs, then now you have really good organization of your bills that that link could actually be shared with your accountant or an external person that's going to help to audit all of the things that are happening in your practice. But what you can do again in Asana is now you can have that, so that even if you're not in your practice, maybe you have an admin day when you're working from home, then now you can go ahead and go in, see what bills that need to be paid. You can see the physical bill. She can go ahead and even type in where there's a tab or field in there, the amount of the bills. So now very quickly, if you're paying your bills from home, you can also do that. And again, now this is a great automation process so that you don't have bills slipping through the cracks. I can tell you, it actually happened in my practice multiple times, where I'm just so busy, where all of a sudden the power bill hasn't been paid. And we even had one time, the power company show up to turn off our electricity. And it wasn't that I didn't have money to pay my power bill, I just didn't have a system. And so now we don't have those issues, because we have that automation already built-in. Okay? So I really love automation. It's a great way to be able to get accountability, to be able to scale. There are so many other ways that you can automate your practice. We also put automation into our marketing. And so, one of the things that we do within our marketing, which is really cool, is we've built out marketing funnels. And so how that works is, say, for example, we're having a coloring contest. We've actually built out automation where we can issue out a coloring sheet. And when people download the coloring sheet, we actually collect their email address so that we can send them the coloring sheet. That's all automated, right? And then once that happens, then now we can get their email address so that we can start sending out automated email addresses, letting them know about the practice. And we can even include in an online scheduling link, such as LocalMed or one of the other online schedulers, or we could put in our practice contact us page from our website, for example, if you don't have the online scheduling link. And so now again, it's automated where people can actually make appointments. We've done the same thing for implants. We've done the same thing for Invisalign. So we could do, for example, a Tooth Talk Thursday video, where we're discussing different ways to be able to straighten teeth. Maybe we're talking about Invisalign. And then we can say, "If you'd like to learn more and see if you're a candidate, go ahead and take the quick quiz," right? And then from there, again, it's automated where they're answering questions to a quiz and where at the end of taking the quiz, we can offer them an opportunity to come in and there would be an opportunity there for them to go ahead and schedule online. So I absolutely love automation. Automation with creating systems is amazing. Again, using whiteboards, utilizing your scorecards, where you can automate the process of having a system where you know week to week, how many patients rescheduled, how many patients last week left without an actual appointment. It's really, really powerful stuff. I absolutely love having this automation in my practice and it's helping the practices that we serve grow really, really fast. So hopefully this helps you and serves you. If you're looking to put in more automation into your practice, if you're looking to be able to utilize the scorecards and whiteboards and even understand how to automate your marketing, we'd love to be able to help you with that. This is what we love to do. This is what Delivering WOW is known for, helping you to grow your practice faster. And if so, we'd love for you to reach out to us. Once you go into our website, deliveringwow.com, you'll see our programs, you see how we can help you to be able to take your practice to the next level. All right? So again, hopefully, this helps you and has inspired you to think about how can you automate more systems and processes to take things off of your plate. Once you start automating, then what will happen is that you will grow. You will scale. You will have opportunities to be able to do more, to be able to delegate more to your team and to allow your practice to be able to get to the next level. Again, I look forward to chatting with you. If there's anything I can do for you, again, feel free to reach out to our website, send me a Facebook message. And we look forward to helping you get to the next level. Thanks again for listening to another episode of The Delivering WOW Dental Podcasts. Now, the next step is for you to join us inside of our Dental Boss Movement Facebook Group, where dentists are coming together for support and action-taking tips and motivation. To join us in the group, head on over to http://dentalbossmovement.com. And if you're looking to grow your practice faster, make sure you join us inside of our next Marketing and Practice Growth Challenge. And to learn more, go to http://www.deliveringwowchallenge.com. Take care, and we'll see you inside of our next episode. Thanks so much for listening to this episode of The Delivering WOW Podcast with Dr. Anissa Holmes. We'll catch you next time.  
Hi everyone. I hope that you are having a fabulous day. Welcome to another episode about Delivering WOW Dental Podcast. Today, we're talking about how to train our teams to collect payments well. So, this is a topic that a lot of people struggle with. A lot of people will struggle because they're not even quite sure how to have collections come in. And so, I wanted to share a few things with you that hopefully will be super helpful for you as you are navigating your practice ownership and becoming a better business owner. So, one thing that we look at in terms of our collections is really making sure that we have a solid system for knowing if our collections are getting out of control. And unfortunately, what happens way too often is that people have a revelation one day, maybe you listen to this podcast and you go and you look at your collections and you're like, "Oh my gosh. Our AR is crazy and we need to work on it. Now, we need to hire a company to help us fix it." And it never had to be that way. And so, typically, when you see AR or you see collections, what has happened is that you did not have a system for seeing where things were not paid on time and you're waiting too long to now have a patient know that they have a balance and now you're embarrassed to call them. Or perhaps you actually misquoted from the very beginning. Or perhaps you did not have good follow-up, right? With claims. And so, there you are chasing them. And so, the first thing that I do recommend is actually to utilize, say system, to be able to track your AR week to week, right? One of the things that has been really effective in my practice and for many of you who are in our platinum program is actually having your scorecard. And so, one of the numbers that we're actually looking at weekly is our AR. And so, the question is, if we have a situation where our account's receivable is out of control, what are easy ways that we can get it in? How do we get our team to collect payments? What do they say? What's the process? And so, one thing that I wanted to share with you today is actually a process called amnesty. Now, how does that work? Well, say for example, you have realized now that your account's receivable is $50,000 or it's $20,000 or a hundred or 10 or whatever amount. And many of the accounts are over 60 days, right? So many times what will happen is that a practice will turn those accounts over to a collection agency or they will say, "You know what? I don't like seeing this number. And so, I'll just erase it. I'll just write off these accounts and I'll just start fresh. And we won't have this problem again." Which means that you're writing off maybe $50,000 and that could have perhaps paid for your kids to go to college for one year, right? And so, this is definitely not something that you want to do, right? So, there is a better way. So, with an amnesty program, how it works is that you are actually contacting those patients that have that overdue balance and you're letting them know that their account has actually come up for audit, right? And so, what that means is that you're giving them a courtesy call that their account has come up for audit but you're calling actually to help them out and to clear it up. And so, what you want to do is instead of actually charging the full fee, right? Perhaps they have a balance of a thousand dollars. Instead, what you will do is to help them out, you will actually go ahead and lower the amount that they have to pay. That will help them and it will prevent them from having to go to collections, right? So, what that means is that you are reducing your fee and you will not have to now deal yourself with a collection agency. And typically, as accounts go to collections, many times they never become collectible or we're not getting very much. And so, this gives you that opportunity to get that cash flow back in.   So, how are we actually getting in touch with our patients, right? So, sometimes I'll hear, "Well, patients are not responding. They see our calls and they're not picking up." And so, a few things that you can look at is certainly using other methods to be able to get in touch with your patients. Obviously, phone is great because you can have that direct communication. And while you're on the phone, you're going to want to go ahead and get their credit card and let them know, "Once we clear this up today, we can go ahead and take off and you will save $225. For example, once you settle this today, we do take American Express and Visa and Mastercard, which of those three cards would you like to use today?" All right? So, again, I've said today probably about four or five times. And so, that's some of the verbiage that you'll look at. But if you're not getting them on the phone, a few things that you can do is you can certainly look at sending out text message or email letting them know that there is an urgent message from their dentist and or from doctor and put in the name and that you need to speak to them today. "So, please contact us today. There's something urgent that we need to discuss," right? And so, you're putting that word in there, urgent. We want to talk to you today and hopefully with that, you will get them to actually contact you right away. So, you definitely want to do that. And sending out one email mail and saying, "Well, they didn't get back to us," is not enough. As we know, people are typically not opening all of their emails. So, you'll want to make sure that you're following up with that. But ideally, what you're wanting to do is definitely get the person on the phone. Hopefully, you're also getting a work number for your patients. And so, if they wind up in this situation, another option is to contact them with their alternate number. So, hopefully, this serves you and helps you. I have seen a lot of practices who have really gotten into a lot of trouble with their collections and they weren't quite sure how to get over it. And again, the last thing that you want to do is just say, "You know what? I'll just write it off and I'll just start fresh." That's different. Definitely not where you want to go. Okay? So, hopefully this serves you. And again, in terms of training your team to collect payment, what you want to also let them know is that number one, they can do it. Number two, not every patient is going to have the ability to say yes right away. And so, you will get some people saying, "Man, I'd love to do that but I don't have the ability." In which case you can look at, "Okay. Well, let's look at giving them a second option," right? And that could be something like, "Your balance is a thousand dollars. Are you able to go ahead and do $50 a month?" And then from there you can set up for them to go ahead and have that financed over time with a third party. So, definitely want to make sure that you have multiple options for them. But again, the key point, which is where we started is that you want to have a system. You don't want to get yourself into a position where you have to even be thinking about amnesty or thinking about collections. Once you have a good process where you are actually very aware of the fee that you will receive on the day of payment or a day of service, then you should not have this AR accumulating. Again, making sure that you have good communication. Once you are accepting insurance, what is the amount that you expect to come from the insurance and how much would the patient actually pay, right? Having good processes. Again, looking at it weekly allows you to catch things as they're slipping through the cracks before it comes too late. Thanks again for listening to another episode of our Delivering WOW Dental Podcast. I can't wait to connect with you inside of our Dental Boss Movement Facebook group. And to get access to that group, all you have to do is go to dentalbossmovement.com. Thanks so much for listening to this episode of the Delivering WOW Podcast with Dr. Anissa Holmes.  
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