When a Legacy Moves On: What Sundance Taught Me About Change

Posted on February 4, 2026April 9, 2026 by Lisa Copeland

For 43 years, Sundance and Park City, UT, were synonymous. The snow. The lines. The conversations spilling out of theaters and into coffee shops. It wasn’t just a film festival—it was a feeling, a rhythm, a shared experience woven into the identity of a place and its people.

And now, it’s moving.

Sundance, founded by Robert Redford in 1983, is heading to Boulder, Colorado. And while change like this can stir nostalgia, disappointment, or even resistance, it also offers a powerful leadership lesson—one that translates directly into dentistry, business, and communication.

Here’s the truth: legacy doesn’t disappear when location changes. It evolves.

Legacy Isn’t the Building—It’s the Experience

Sundance was never just Park City. It was the ideas. The storytelling. The platform for voices that needed to be heard. Park City was the setting, but the heart of Sundance lived in the experience it created.

Leaders often confuse where something happens with why it matters.

Dental practices do this too.

“We’ve always done it this way.”
“Our patients expect this.”
“This is how our team is used to operating.”

Those common statements are usually attached to process, not purpose.

Change Doesn’t Erase What Worked—It Builds On It

Sundance moving doesn’t invalidate the magic of the last 43 years. Those moments still mattered. They still shaped careers, conversations, and culture.

The same is true in leadership.

When a dental practice changes:

Moves away from insurance dependency
Shifts roles or systems
Evolves communication strategies
Adopts new technology or workflows

It doesn’t mean what came before was wrong.

What it does mean is the environment changed, and strong leaders adapt without abandoning their values.

The most successful practices aren’t the ones that resist change. They’re the ones who communicate through it clearly, confidently, and consistently.

The Role of Communication During Transition

Transitions fail when communication becomes apologetic, vague, or reactive.

Notice what Sundance didn’t do: apologize for evolving to a new location.

They honored the past while confidently stepping forward. That balance matters.

In dental leadership, we see breakdowns when teams say:

“I know this is frustrating, but…”
“We don’t really have a choice…”
“This is just how it is now…”

Those phrases create uncertainty and erode trust.

Strong communication during change sounds like:

“Here’s what’s changing—and why it matters.”
“Here’s how this benefits patients and the team.”
“Here’s what stays the same.”

When leaders communicate with intention, transitions feel purposeful—not imposed.

Letting Go Without Losing the Soul

Park City will always be part of Sundance’s story. But Boulder becomes the next chapter—not a replacement.

The same is true when practices evolve.

You don’t lose your culture when you change systems.
You don’t lose your relationships when you raise standards.
You don’t lose trust when you lead with clarity.

You lose trust when you hesitate, over-explain, or avoid the conversation altogether.

The practices that thrive are the ones that understand this distinction.

Stability comes from clarity—not sameness.

Leaning Forward Is a Leadership Skill

It takes courage to move something that’s working.

It takes even more courage to say, “What got us here won’t get us where we’re going.”

Sundance didn’t wait until the experience suffered to make a change. They leaned forward while the brand was still strong.

That’s strategic leadership.

In dentistry, leaning forward looks like:

Proactively training teams in communication
Designing systems that support—not exhaust—people
Making decisions based on long-term sustainability, not short-term comfort

And most importantly, it looks like leaders who don’t flinch when it’s time to turn the page.

The Question Every Leader Should Ask

As Sundance prepares for its next chapter, it invites a question all leaders should consider:

What part of your organization are you holding onto because it’s familiar—not because it’s effective?

And just as important:

How will you communicate change in a way that preserves trust, honors the past, and invites people forward with you?

Because the experience doesn’t disappear when change happens.

It evolves.

And when leaders embrace that truth—whether in film, dentistry, or communication—the next chapter often becomes the most impactful one yet.

Ready to iron out your communication for 2026? Let’s start the year off right. Schedule a Communication Confidence Coaching!

Book Your Session

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental consultants step on stage with confidence.

#CommunicateWithInfluence #LeadershipDevelopment #SpeakerCoach #ConfidenceSpark

Lead Your Dental Team with IRONMAN Strategies

Posted on July 7, 2025July 28, 2025 by Lisa Copeland

What Endurance Sports Taught Me About Leading Dental Teams with Confidence, Clarity, and Grit.

Dentistry is not a sprint—it’s an endurance sport. As a two-time IRONMAN® finisher and dental communication strategist, I’ve learned that the skills required to cross a 140.2-mile finish line mirror those needed to lead a dental team with purpose and presence.

Leadership in dentistry—especially for women—requires stamina, strategy, and heart. In my work with dental teams across the country, I help professionals build communication “muscle memory” that supports long-term culture change, team engagement, and practice growth.

Let’s dive into what IRONMAN racing taught me about becoming a more powerful, authentic leader—and how you can apply these same lessons to build resilient, high-performing teams.

The iRONMAN Framework: A Metaphor for Team Strength

Training for an IRONMAN requires more than just physical ability—it demands mindset, planning, and unwavering consistency. The same goes for leading a dental team. You can’t expect to build a strong practice culture through occasional pep talks, irregular reviews, or once-a-year retreats. Communication is an everyday effort.

In my coaching, I use iRONMAN as an acronym to guide teams through building a unified, balanced, and high-performing workplace:

Every team member plays a role in practice success, just like every IRONMAN athlete needs a coach, trainer, nutritionist, and support squad. No one crosses the finish line alone.

The Mindset Marathon: Overcoming Communication Roadblocks

Endurance events are won in the mind before the body. And the same applies in dentistry. Whether you’re facing team tension, difficult patients, or fear of public speaking, your mental game determines your impact.

One of the biggest communication gaps I see in dental teams today? Leaders often confuse talking with communicating. They think because they said something, it’s understood.

But here’s the truth: If no one takes action, you haven’t communicated.
Clear, consistent, and actionable messaging is essential—especially when you’re leading change or aligning a team around a shared goal.

And just like training for a race, communication skills must be practiced, not just assumed.

Confident Communication: A Business Strategy, Not Just a Soft Skill

Too often, communication is dismissed as a “nice to have” in dentistry. But in reality, it’s one of the most powerful business growth strategies you have.

From treatment acceptance to team retention, everything hinges on how well your message is delivered—and received.

One simple yet powerful tip I share with clients: “Never deliver the punchline while moving.”
That advice from my NSA colleague, Bill Staton, changed the way I coach presence. When you’re delivering a key point—stand still. No pacing. No fidgeting. Just plant your feet and speak with intention.

It signals confidence. It earns trust. And it gives your words weight.

Body Language, Tone, and Leading with Presence

Leadership isn’t just about what you say—it’s how you show up. Your body language and tone create an energy people either trust… or resist.

Want to lead with calm authority?
✔ Maintain eye contact
✔ Pause intentionally
✔ Match your body language to your message

Authentic leadership begins with self-awareness. And it is felt long before it’s heard.

Iron-Out Your Communications: From Culture Drift to Culture Drive

In my book, Iron-Out Your Communications, I lay out a framework for strengthening team dynamics and creating a culture where everyone feels seen, heard, and valued.

When people feel safe to speak up, they bring their full potential to work. That’s where trust builds. That’s where retention rises. That’s where practices thrive.

Final Thoughts: Lead Like a Champion

The most successful IRONMAN athletes don’t just train harder—they train smarter. They build habits, lean on their team, and keep moving forward—even when it gets tough.

That’s the kind of leadership we need in dentistry.

Whether you’re a seasoned practice owner, an emerging leader, or someone finding their voice in the operatory, remember this:

Communication is an endurance sport.

Confidence is built in the reps.

No one finishes alone.

Train like a champion. Communicate like a leader. Let’s cross the next finish line—together.

Ready to level up your leadership?
Visit CommunicateWithInfluence.org or connect with me on LinkedIn to learn how I help dental teams build unstoppable communication strength—one conversation at a time.

#IRONMANLeadership #DentalTeams #PracticeCulture #WomenInDentistry #CommunicateWithInfluence #LeadershipDevelopment #ResilientTeams #DeWLife

Shaping Perceptions: Strategies to Improve Your Dental Practice’s Reputation

Posted on January 7, 2025February 3, 2025 by Lisa Copeland

Image Credit: The MindJournal

What do you see first?

This is an ambiguous image that creates an optical illusion. Depending on your perspective, you might see an apple core at first glance, while someone else immediately notices two faces in profile. This simple visual experiment highlights a fundamental truth—perception varies from person to person, influenced by experiences, biases, and expectations.

In a dental practice, perception plays a similarly crucial role. Patients, team members, and the broader community all bring unique viewpoints that shape their experiences. Understanding how perception works

Perception plays a pivotal role in the success of any dental practice. It shapes how patients view their care, how team members interact with one another, and how the practice is perceived in the broader community. Understanding and managing perception can help dental professionals create a welcoming, trustworthy, and efficient environment that fosters positive relationships and long-term success.

How Patients Perceive the Practice

Patients form opinions about a dental practice long before they sit in the chair. From the moment they first interact with your website or speak to a team member on the phone, their perception of your professionalism, care, and quality begins to take shape. Factors influencing patient perception include:

First Impressions: A clean, welcoming office space, friendly staff, and efficient scheduling set the tone for a positive patient experience. Conversely, a disorganized environment or abrupt communication can erode trust.

Communication: Clear explanations about treatment options, pricing, and procedures foster trust and transparency. Overly technical language or rushed explanations can leave patients feeling confused or undervalued.

Follow-Through: Small gestures, like a follow-up call after a procedure, can enhance a patient’s perception of personalized care.

When patients perceive a practice as caring and professional, they are more likely to return and recommend it to others. Conversely, a poor perception can lead to negative online reviews, decreased patient retention, and harm to the practice’s reputation. Watch this video for more tips on improving the patient journey.

Team Perception and Its Impact

The way team members perceive their roles, each other, and the leadership within a dental practice significantly impacts the workplace culture and, by extension, the patient experience. Consider these key areas:

Leadership Communication: Transparent, consistent communication from practice leaders fosters trust and alignment. When team members perceive leadership as unapproachable or inconsistent, morale suffers.
Recognition and Value: Employees who feel appreciated and valued are more likely to stay motivated and deliver exceptional patient care. A lack of recognition can lead to disengagement and higher turnover rates.
Team Dynamics: A positive perception of collaboration and mutual respect among team members creates a cohesive work environment. On the other hand, unresolved conflicts or cliques can lead to toxic dynamics that are noticeable to patients.

Investing in regular team-building exercises, clear role definitions, and a culture of feedback can help align team perceptions and create a harmonious workplace.

The Practice’s Perception in the Community

A dental practice’s perception extends beyond its walls to the broader community. This external perception can significantly influence its success. Key factors include:

Online Presence: Patients often research practices online before scheduling an appointment. A professional website, active social media, and positive online reviews contribute to a strong digital reputation.
Community Engagement: Participating in local events, offering educational workshops, or supporting charitable initiatives can enhance the practice’s standing as a trusted community resource.
Consistency in Branding: From signage to business cards, a cohesive and professional brand image reinforces trust and credibility.

A positive community perception attracts new patients and strengthens loyalty among existing ones, while a negative perception can deter potential patients and hinder growth.

5 Strategies to Shape and Improve Perception

Managing perception requires intentional effort and a proactive approach. Here are some strategies to ensure your practice is viewed positively by patients, the team, and the community:

Solicit and Act on Feedback: Regularly gather input from patients and team members through surveys or informal conversations. Use this feedback to identify areas for improvement.

Invest in Training: Equip your team with the skills and knowledge they need to communicate effectively, handle patient concerns, and work collaboratively.

Maintain High Standards: Consistently deliver exceptional care and service. This includes everything from clinical excellence to maintaining a clean and welcoming office.

Promote Your Strengths: Share patient success stories, testimonials, and community involvement on your website and social media platforms.

Address Issues Promptly: Whether it’s a negative review or an internal conflict, addressing concerns quickly and professionally demonstrates a commitment to continuous improvement.

Conclusion

Perception is not just about how others view your dental practice—it’s about the experiences and interactions that shape those views. By prioritizing perception, you can create a practice where patients feel valued, team members thrive, and the community recognizes your commitment to excellence. In doing so, you’ll cultivate trust, loyalty, and long-term success for your practice.

Connect with me to learn more about how to shape your practice perception.

Visit Communicate With Influence for more information.

From Routine to Results: Powering Up Dental Meetings

Posted on December 4, 2024February 3, 2025 by Lisa Copeland

Unlocking the Secrets to Successful Team Meetings: Webinar Insights

Effective team meetings are a critical component of any thriving organization, yet they often become unproductive, frustrating, and a drain on motivation

Recently, I had the privilege of delivering a virtual presentation sponsored by Air Techniques and hosted by Inside Dental Hygiene, titled Optimizing Team Meetings for Improved Collaboration and Productivity.

We tackled the common pitfalls of meetings and provided actionable strategies to turn them into productive, engaging sessions. From optimizing daily huddles to larger department meetings, the discussion focused on improving collaboration, boosting productivity, and ensuring every team member feels heard and involved.

Participants explored techniques for structuring meetings to maximize impact, setting clear objectives, and keeping conversations on track. Practical tools, templates, and strategies for agenda planning, goal setting, and follow-ups were shared. Tips on leveraging technology to enhance engagement and collaboration were explored as well.

In this blog, I’ll address the top 10 questions/topics addressed during the webinar, providing even more insights and strategies to help you transform your team meetings into a key driver of success. Let’s dive in!

1. Should All Meetings Be Paid?

Yes, team meetings should be paid to foster a culture of respect and inclusivity. When employees feel their time is valued, they’re more likely to participate actively and contribute meaningfully. Paying for meeting time also encourages full attendance, minimizing resentment among team members who might otherwise feel obligated to attend unpaid meetings. Consider including meeting time in the payroll budget as part of team development, reinforcing the importance of meetings in achieving practice goals.

2. Do You Have Any Suggestions for Hygiene Morning Huddles?

Hygiene morning huddles are a fantastic way to kickstart the day, allowing hygienists to review the schedule, discuss patient notes, and align on any specific goals. These huddles work best when they’re brief, focused, and involve all relevant team members. Aim to keep them within 10–15 minutes, focusing on key areas like schedule adjustments, patient updates, and any hygiene-specific promotions. Use this time for a quick motivational message or goal, so the team feels ready and energized for the day.

3. What About Team Members Who Start Later in the Day?

For team members who don’t begin their shifts until later, consider having a separate, quick-touch base meeting or a printed recap of the morning huddle. This recap could be shared via email or posted on a central board so that late-starting employees can review it when they arrive. Alternatively, virtual meetings or recorded summaries might also be useful. Including all staff in these discussions ensures everyone is aligned, even if they’re not physically present in the morning.

4. How to Get My DDS on Board with Having Morning Meetings?

Start by understanding the reasons behind your DDS’s hesitation to schedule morning huddles. Once you identify their concerns, you can address them with clear, evidence-based support highlighting the value and benefits of these meetings.

To get them on board with morning meetings, highlight the benefits: improved patient care, better team cohesion, and more efficient workflow. Show them how morning huddles allow the team to identify and proactively manage scheduling gaps, patient concerns, and team updates that would otherwise disrupt the day. If your DDS is data-driven, provide examples of how consistent morning meetings correlate with improved metrics such as patient satisfaction, productivity, or reduced errors. Emphasize the time-saving and stress-reducing aspects of brief, well-organized meetings.

5. Building the Team Back Up When Goals Are Not Achieved

Missed goals can be demotivating, but they’re also an opportunity for learning. Use setbacks as a chance to engage the team in problem-solving, rather than focusing on what went wrong. In team meetings, encourage open dialogue about obstacles and identify actionable steps to improve. Celebrate small wins along the way and recognize the effort made, reinforcing a positive and forward-looking culture. Also, consider setting short-term, achievable goals that build confidence and momentum.

6. Training Staff for the Facilitator Role

Rotating the facilitator role can empower team members and add variety to meetings. Start by providing a structure and training to guide them. Outline specific duties, such as setting the agenda, managing time, and encouraging balanced participation. You might also offer communication or facilitation tips, such as asking open-ended questions or summarizing points. Providing templates or checklists can help less experienced facilitators feel confident and stay on track.

7. Encouraging Soft-Spoken Team Members to Speak Up

Soft-spoken team members may feel overshadowed by larger personalities. Encourage these quieter voices by setting ground rules that support balanced participation, such as using a “raise hand” rule or designating time for each person to share. Anonymous activities and surveys are highly effective for ensuring every voice is heard. The facilitator can also invite quieter members to share by asking them specific questions. Acknowledging and validating their input publicly can empower them to continue contributing.

8. Encouraging Soft-Spoken Team Members to Speak Up

Clinical hygiene managers can strengthen their teams by aligning hygiene goals with overall practice objectives, facilitating open communication, and consistently recognizing achievements. Regularly communicate with the team about production goals, patient satisfaction metrics, and schedule optimization. Develop a feedback loop where team members can voice concerns or ideas, fostering a collaborative and supportive environment. Additionally, ongoing professional development, like communication or time-management training, can boost both confidence and productivity.

9. Monthly Team Meetings: Lunch or Morning?

The timing of monthly team meetings often depends on practice dynamics. Some teams prefer lunchtime meetings as it allows everyone to regroup at midday without feeling rushed. However, morning meetings might be more suitable for practices where energy is higher at the start of the day. Whatever time you agree on, consider providing a meal as an added incentive. Always ensure that meetings have a clear agenda and conclude on time to maintain engagement.

10. Addressing Chronic Tardiness to Morning Stand-Up / Huddle

For team members who are consistently late, approach the situation with empathy but firmness. Start by addressing the issue privately to understand if there’s a valid reason, such as family commitments or traffic challenges. Set clear expectations for attendance and discuss the impact their tardiness has on team dynamics and productivity. Encourage them to arrive a few minutes early, and if necessary, offer suggestions like adjusting commute plans or setting multiple alarms.

Conclusion

Optimizing team meetings can lead to a stronger, more cohesive dental team, where everyone is aligned with practice goals and feels valued. Remember, consistency is key to building a culture where meetings are productive, inclusive, and energizing. Implement these strategies, and you’ll soon see your team become more engaged, communicative, and motivated to succeed together.

Connect with me to learn more abouthow to Optimize Team Meetings for your practice.

Visit Communicate With Influence for more information.

Autumn Magic: Transform Your Dental Practice with Powerful Seasonal Strategies

Posted on September 3, 2024September 3, 2024 by Lisa Copeland

Last weekend, while riding my mountain bike on the Wasatch Crest Trail, I felt the first chill of fall in the air. The aspens and scrub oak trees were just beginning to show hints of color change, a sure sign that autumn is on its way. It’s a reminder that the seasons are shifting quickly—soon enough, snow will blanket the mountains, and we’ll be wondering what happened to fall!

As the days grow shorter and the leaves begin to change, this transition from summer to fall presents a unique opportunity for dental offices to connect with patients in fresh and engaging ways. Seasonal transitions are perfect for introducing new promotions, specials, and themed services that can boost patient engagement and encourage regular visits.

Here’s how your practice can leverage the shift from summer to fall with special promotions that align with the season.

Embrace the Autumn Esthetic

Fall is a season rich with imagery and feelings of warmth, comfort, and renewal. Incorporating autumn-themed decorations into your office can help create a welcoming environment that resonates with patients. Simple touches like pumpkins, autumn leaves, and warm lighting can transform your practice into a cozy space where patients feel at ease.

In addition to décor, consider themed marketing materials that reflect the season. Updating your social media banners, email newsletters, and even your website with fall colors and imagery can reinforce the seasonal vibe. This visual consistency helps to create a stronger connection with your patients, making them feel part of your community.

Seasonal Promotions Boost Engagement

Back-to-School Specials

As families prepare for the school year, offering back-to-school dental checkups can be a hit. Parents are often focused on ensuring their children are ready for school, and dental health is a key part of that preparation. Discounts on checkups or service bundles like a prophy with fluoride treatment or a custom-fitted sports mouth guard can encourage families to schedule appointments before the fall rush.

Referral Program: Bring a Friend, Get a Discount

Encourage current patients to refer new patients for appointments. Offer a discount on their next visit for each successful referral.

Fall Whitening Specials

The transition from summer to fall is an excellent time to promote teeth whitening services. After a season of summer barbecues, iced coffee, and outdoor activities, many patients may notice that their teeth have lost a bit of their brightness. A fall whitening special can help them regain that sparkle before the holiday season. Consider offering a limited-time discount on in-office whitening treatments or take-home kits to entice patients.

Pumpkin Spice and Everything Nice

Embrace the autumn flavor craze by offering a “Pumpkin Spice Smile” package. This could include a prophy paired with a complimentary pumpkin spice-flavored lip balm or Chapstick or a drink gift card.

While it’s a fun, seasonal twist, it also adds value to the patient’s visit and gives them a little something to remember you by.

Thanksgiving Gratitude Discounts

As Thanksgiving approaches, consider running a “Thankful for Our Patients” promotion. Offer a discount or a small gift to patients who schedule appointments in November. This could be a thank you card, a free travel-size dental kit, or a coupon for a future service. This promotion encourages appointments and strengthens relationships.

Oral Health Awareness Month

October is National Dental Hygiene Month, making it a great time to educate patients about the importance of oral hygiene. You could run a special on hygiene products like power toothbrushes, floss, and mouthwash.

Additionally, offering free oral health assessments or discounted hygiene services can motivate patients to take their dental care seriously.

Social Media and Community Involvement

Fall is a season full of community events like harvest festivals, Halloween parties, and school fairs. Your dental practice can participate in these events by setting up a booth, sponsoring an activity, or simply handing out branded dental goodies like toothbrushes and floss.

Social media is also a powerful tool during seasonal transitions. Create content that aligns with fall themes—post tips on how to care for teeth during the candy-filled Halloween season, share photos of your favorite fall decorations, or run a social media contest where patients can share their best fall smiles for a chance to win a prize.

Planning Ahead for Winter

As fall progresses, it’s also wise to start planning for the winter season. Consider what specials you’ll run during the holidays, how you’ll decorate your office with inclusivity, and what community events you can get involved in. By thinking ahead, you can ensure that your practice is always one step ahead in providing unique services and engagement opportunities for your patients.

Conclusion

The transition from summer to fall is a golden opportunity for dental offices to refresh their approach and offer patients something new and exciting. Whether through themed promotions, seasonal specials, or community involvement, embracing the change in seasons can help your practice maintain strong patient relationships and attract new ones.

Just as the crisp air and changing leaves on the Wasatch Crest Trail signal the arrival of fall, let these seasonal transitions inspire your practice. Embrace the shift, let your creativity shine, and welcome the new season with open arms.

Connect with me to collaborate on more seasonal transition ideas.

Visit Communicate With Influence for more information.

Create an Effective One Sheet to Increase Practice Referrals

Posted on May 8, 2024May 8, 2024 by Lisa Copeland

A One Sheet is a powerful marketing tool for any dental practice, serving as a concise and visually appealing overview of what you offer and why referral partners should choose you. Craft a One Sheet that not only highlights the unique aspects of your practice and providers but also effectively attracts your ideal patients. Make it easy for practices to refer to you.

The layout should be clean and engaging. Use professional graphics, your practice’s color scheme, and high-quality images of your team and office. A One Sheet should not only inform but invite referring practices to visually understand the atmosphere and professionalism of your business.

Showcase Practice Highlights and Superpowers

Identify Practice Strengths

Begin by showcasing the areas of expertise that distinguish your practice from others. This could be advanced technology you use, specialized services like cosmetic dentistry or orthodontic care, or a unique approach to patient comfort. It’s important to clearly articulate these strengths to resonate with referring offices so they can identify who would benefit from seeing you.

Highlight Key Provider Achievements

Include notable achievements, certifications, or accolades that your providers have received. This could range from community awards, special certifications in dental specialties, or even high ratings on review sites. Achievements help build trust and credibility with prospective referring offices. As a provider, spotlight one or two standout abilities that set you apart from the competition.

Define Ideal Patient Characteristics

Understanding Your Audience

The backside of your One Sheet should focus on your ideal patient. Who benefits most from your services? Specify what type of patients you are looking for based on your practice’s expertise and patient care philosophy. This ensures referrals align well with both practices, leading to improved quality and quantity. For example, if you specialize in pediatric dentistry, your ideal patients are children and their care providers. Describe the characteristics of these patients to ensure that your message reaches the right audience

Include Practice Referral Testimonials

Testimonials are a powerful tool for building trust and appealing directly to potential referring offices. Choose testimonials that speak to the strengths and benefits in your One Sheet. This not only adds authenticity to your claims but also personalizes the experience for prospective referrals

Leverage Positive Business Reviews

Analyze and Select Top Reviews

Examine your business reviews, using AI, and pick three standout comments, especially those that highlight what patients love about your service. This might include your friendly staff, your efficient procedures, or your state-of-the-art facilities. These reviews should reflect the sentiments that are important to your current patients.

Infographic of Positive Feedback

Transform these positive comments into an eye-catching infographic. This visual should be easy to read and attractively designed, featuring quotes with star ratings. Place this infographic prominently on your One Sheet to catch the eye of prospective referral practices.

Conclusion

The final product should be a compelling One Sheet that serves as both a promotional and informational tool for your practice. It should effectively communicate the unique qualities of your practice, directly reveal your ideal patient, and leverage positive feedback to attract new referrals. By following this structured approach, your practice can enhance its visibility, attract more ideal patients, and grow in a competitive market.

Implementing This Tool

Once created, distribute the One Sheet to your existing and potential referring practices, on your website, and through social media channels. The goal is to make sure that whenever someone thinks of a specific dental service, your practice comes to mind first.

Connect with me

If you are interested in crafting a practice one-sheet for boosting referrals.

Igniting Team Spirit: 12 Creative Ideas for Team Building

Posted on February 7, 2024February 7, 2024 by Lisa Copeland

My sister and brother-in-law recently visited, and we had a blast doing activities we rarely get to enjoy together due to living in different parts of the country.

We caught the World Cup Mogul Finals at Deer Valley Resort – absolutely incredible athletes!

And we capped off our time with a magical horse-drawn sleigh ride to the Snowed Inn Restaurant at Park City Mountain Resort. Such precious moments shared!

Incorporating fun team activities is not only an enjoyable break from the routine but also an investment in building a positive and cohesive work culture.

Building a cohesive and motivated team is essential for a successful and productive work environment. While professional development and collaboration are crucial, injecting a dose of fun into the workplace can significantly contribute to team bonding. Here are twelve creative ideas to help you plan exciting and enjoyable activities for your team.

1. Escape Room Challenge: Unleash the Team’s Problem-Solving Skills

An escape room adventure is a fantastic way to stimulate collaboration and problem-solving within your team. Locked in a room with a set of puzzles, your team must work together to find clues and escape within a time limit. This activity not only encourages teamwork but also highlights each team member’s unique strengths.

2. Scavenger Hunt: Foster Teamwork in a Competitive Spirit

Organizing a scavenger hunt can infuse a sense of excitement and friendly competition into your team dynamics. Create a list of items or tasks for teams to find or complete within a designated area. This not only promotes collaboration but also enhances communication and creative thinking skills.

3. Group Cooking Class: Spice Up Team Collaboration

Enhance teamwork through a culinary experience by organizing a group cooking class. Not only will your team learn new skills in the kitchen, but they’ll also enjoy a delicious meal they’ve prepared together. This hands-on activity fosters communication, problem-solving, and collaboration in a unique and enjoyable way.

4. Game Night Extravaganza:

Unleash the Inner Gamer in Your Team Host a game night where team members can bring their favorite board games, card games, or even video games. This laid-back setting allows colleagues to relax, bond over shared interests, and engage in friendly competition. It’s a perfect way to build camaraderie outside the usual work setting. Photo courtesy of Elevate Dental Studio Annual Retreat

5. Potluck Lunch: Share a Meal, Share Stories

Encourage a sense of community and diversity by organizing a potluck lunch. Each team member can bring a dish to share, providing an opportunity to showcase their culinary skills and share a bit of their cultural background. It’s a simple yet effective way to strengthen team connections through the joy of food.

6. Volunteer Together: Making a Positive Impact as a Team

Give back to the community by volunteering together. Find a local charity or organization aligned with your team’s values and spend a day contributing to a meaningful cause. Not only does this foster teamwork, but it also instills a sense of pride and accomplishment.

7. Team Outing: A Day of Fun and Relaxation

Plan a team outing to an amusement park, museum, or sporting event. Breaking away from the office environment allows team members to relax and bond in a more informal setting. Shared experiences outside of work contribute to lasting connections and positive memories.

8. Talent Show: Unleashing Hidden Skills

Organize a talent show within your team, where members can showcase their unique talents, be it singing, dancing, or even stand-up comedy. This lighthearted activity fosters a sense of community, helps team members discover shared interests, and adds an element of fun to the workplace.

9. Themed Dress-Up Day: Expressing Creativity Together

Choose a fun theme, such as ’80s day or superhero day, and have everyone dress up accordingly. This fun approach encourages creativity, boosts morale, and provides a unique opportunity for team members to express themselves in a playful manner.

10. Team Playlist: Harmonizing Tastes and Building Unity

Create a team playlist by having each member contribute their favorite songs. Playing this music during breaks or team events adds a personal touch and showcases the diverse tastes within the team. It’s a simple yet effective way to enhance the team’s overall mood and energy.

11. CE or Book Club: Stimulating Conversation and Sharing Ideas

Foster intellectual discussions and promote camaraderie by starting a team CE or book club. Choose a course or book to attend/read collectively and organize regular sessions to discuss thoughts and ideas. This not only encourages a culture of continuous learning but also provides a platform for team members to connect on a deeper level.

12. Team-Building Retreat: Strengthening Bonds in a Relaxing Setting

Plan a weekend retreat for your team, away from the usual work environment. Incorporate team-building activities, enjoy the outdoors, and provide opportunities for open communication. A retreat allows team members to relax, recharge, and build stronger connections outside the confines of the office.

The photo, courtesy of Elevate Dental Studio’s Annual Retreat, captures a team-building activity aimed at uncovering each team member’s superpowers, as perceived by their colleagues.

Conclusion

Incorporating fun team activities is not only an enjoyable break from the routine but also an investment in building a positive and cohesive work culture. By embracing these creative ideas, you can create memorable experiences that foster collaboration, boost morale, and contribute to a more motivated and connected team.

Securing Dental Talent in Turbulent Times: Strategies from Leaders

Posted on October 9, 2023October 9, 2023 by Lisa Copeland

Position Your Practice for Long-term Success

In today’s competitive job market, attracting and retaining top talent in the dental industry has become more challenging than ever. As we navigate the “Great Resignation,” it’s crucial for dental practices to rethink their approach to talent management. Drawing inspiration from industry leaders like Chick-fil-A, we can uncover valuable strategies to create a positive workplace culture, hire the right team members, invest in employee growth, and provide exceptional customer service.

Your Employee Experience Is Your Employment Brand

In 2018, Gallup’s workplace analytics team emphasized the importance of the employee experience as the cornerstone of your employment brand. While many companies prioritize business strategy and financial aspects, it’s essential to remember that culture often outranks strategy in shaping your organization’s success. Culture encompasses the tangible actions and beliefs of your team, serving as the pulse of your practice. It’s what happens when the leader (not just the boss) leaves the room, and it continues to gain momentum by inspiring your people to conform to it. A strong culture unites everyone across different departments.

Empower Your Team with Problem-Solving Skills

Standard Operating Procedures (SOPs): Encourage team members to develop SOPs as guides for handling specific situations such as team member conflicts, difficult patients, HIPAA compliance, and OSHA requirements. Assign a leader responsible for updating these guidelines to ensure everyone stays informed.

Diverse Problem-Solving Skills: While it’s impossible to anticipate every issue, you can prepare your team with diverse problem-solving skills. These skills are invaluable when facing unexpected situations, fostering adaptability and resilience.

Build a Team-Centric Culture

Continuous Education: Prioritize team attendance at Continuing Education (CE) courses, whether live or virtual, throughout the year. Set goals for attending conferences and encourage knowledge sharing in team meetings.
Software Updates and Training: Stay up-to-date with software and technology advancements relevant to your practice. Ensure that your team receives the necessary training to maximize their efficiency and effectiveness.
Wellness Officer: Appoint a volunteer “wellness officer” responsible for checking in on employee health and monitoring the practice’s overall well-being. This role helps maintain a healthy work environment and strengthens team bonds.

Be Empathetic, Flexible, and Transparent

Times are stressful, impacting morale, health, wellness, and performance. Being empathetic, flexible, and practicing active listening can alleviate these challenges and strengthen team cohesion.
Transparency is crucial in maintaining trust and fostering a positive work environment. Keep your team informed about the state of the business, the COVID-19 situation, and emotional well-being.

Borrowing Ideas from Chick-fil-A

Chick-fil-A consistently ranks as a top-rated company for customer service. Their success is built on four strategic pillars that dentistry can adapt:

Positive Culture
• Your leadership should embody your practice’s core values and mission statement.
• Ensure that your values influence your hiring decisions.
Hiring Team Members That Fit Your Culture
• During the hiring process, emphasize your practice’s core values to potential candidates.
• Avoid hiring just to fill a void, as one negative team member can affect the entire office.
Invest in Growing Team Member’s Skills
• Provide comprehensive training for new team members, which pays off when they handle their responsibilities confidently.
• Show your team members that they are valued, offer opportunities for growth, and invest in their development.
Employees Comprehensively Trained in Customer Service
• Focus on creating a positive work environment and nurturing relationships within your team.
• Trust and empower your employees to handle customer service situations effectively.

Conclusion

By implementing these strategies, dental practices can not only attract but also retain exceptional talent during the challenging times of the “Great Resignation.” Building a positive culture, hiring the right fit, investing in growth, and prioritizing customer service will not only help you navigate the current talent shortage but also position your practice for long-term success. Your leadership will be the key determinant in achieving a better and more satisfying outcome for your team and your patients alike.

Resources

Bonus

Seeking ways to enhance team communication while enjoying a winter retreat? It’s time to kick off your preparations for the CE In The Mountains all-team event, scheduled for February 23-24, 2024, in the picturesque Park City, UT.

This event will center around improving communication and boosting productivity through engaging activities in the stunning mountain setting.

Watch the short video below for more details.

Unlocking the Enigma of Generation Z: Idealism Meets Pragmatism

Posted on September 5, 2023October 3, 2024 by Lisa Copeland

Exploring the Unique Qualities of Gen Z Allows Us to Navigate Generational Dynamics

In a Newsweek article, journalist Adam Piore unveiled some intriguing insights into Generation Z, often perceived as idealists and dreamers. However, Gen Z distinguishes itself through a blend of global and local concerns that set them apart from previous generations.

Breaking the Stereotypes

Before delving into Gen Z’s distinctive characteristics, it’s worth noting that Newsweek has featured cover stories about every generation. Frequently, these stories touch upon familiar themes such as entitlement and work ethics. But Gen Z is challenging these stereotypes in unexpected ways.

Gen Z’s Top Concerns

Contrary to the image of carefree youth, Generation Z has its sights firmly set on the future, with specific concerns dominating their thoughts. Gen Z’s worries are highly practical and include money (67%), securing a job (64%), and affording college education (59%). These concerns reveal a pragmatic mindset and a clear focus on personal well-being and financial stability.

Defining a Generational Cohort

What truly defines a generational cohort? According to the US Census Bureau, it’s the events they encounter during their formative years. These events, whether global, technological, economic, or social, interact with the life cycle and aging process to mold people’s worldviews. Often, these moments are accompanied by fear and uncertainty, leaving an indelible emotional impact.

Generational Experiences: Shaping Perspectives

For instance, consider the Vietnam War era, a defining event for the Baby Boomer generation. During this period, older adults felt fear and worry, having experienced the horrors of World War II. Baby Boomers, on the other hand, exhibited mixed emotions—fear coupled with a sense of excitement, as they anticipated sharing this experience with friends. For Generation X, like me, it was the stress of living through this uncertain time.

The Generational Lens

This generational lens allows researchers to explore not only how older adults felt about a particular issue in their youth but also how views evolve across generations. It helps us understand how events shape the way we perceive the world and how these perceptions transcend age boundaries.

Gen Z: The Emerging Giant

Gen Z, the cohort succeeding the Millennials (aka Gen Y), comprises an astonishing 25% of the US population, making them the largest generation yet, surpassing both Baby Boomers and Millennials. But it’s not just birth years that define a generation; geography also plays a substantial role. Additionally, Cuspers, individuals born within three to five years of the beginning or end of a generation, offer unique insights. They straddle two generations, making them exceptionally empathetic and adept at understanding the generational “DNA.”

Generational Context: Different Experiences, Different Impact

Generational context is vital in comprehending how different generations react to the same events. Events can impact generations differently, leaving a lasting imprint on their collective consciousness.

Audience Check-In: Do You Know What Cohort You Are?

Now, let’s see where you fall. Raise your hand if you identify as a Baby Boomer, Gen X, Gen Y (Millennial), or Gen Z. The more you understand about yourself and how you are perceived, the easier it is to adapt to other generations.

Gen Z’s Workplace Revolution

When it comes to being employees, Gen Z is poised to revolutionize the workplace. They seek more than just superficial alignment with company brands. Their expectation is that companies and brands will transcend marketing buzzwords and make tangible, measurable differences in society. This pragmatic approach resonates not only in their expectations of employers but also in their personal concerns, reflecting a generation that values real-world impact.

Conclusion

Generation Z, the largest cohort yet, defies stereotypes with their forward-looking, pragmatic mindset. They are defined not only by their birth years but also by the unique experiences that shape their worldview. Cuspers, those straddling two generations, offer a special perspective, making them invaluable bridges between age groups. As we continue to navigate the ever-changing landscape of generational dynamics, understanding the distinct qualities and concerns of each cohort is crucial for fostering empathy and building a more inclusive society.

To deepen your comprehension of generational cohorts and enhance collaborative efforts across age groups, I invite you to arrange a discovery call with me. This session will provide an opportunity for us to delve into the intricacies and investigate the specific aspects that pique your interest.

Bonus

Seeking ways to enhance team communication while enjoying a winter retreat? It’s time to kick off your preparations for the CE In The Mountains all-team event, scheduled for February 23-24, 2024, in the picturesque Park City, UT.

This event will center around improving communication and boosting productivity through engaging activities in the stunning mountain setting.

Watch the short video below for more details.

5 Strategies for Improving the Patient Experience in Your Dental Practice

Posted on March 7, 2023March 7, 2023 by Lisa Copeland

The patient experience is a critical factor in the success of any dental practice. Patients who have positive experiences are more likely to return for future appointments, refer friends and family, and leave positive reviews.

In contrast, patients who have negative experiences may not return and can potentially harm the reputation of the practice. Here are some strategies that dental professionals can use to improve the patient experience in their practice.

1. Focus On Communication

Clear and effective communication is key to ensuring a positive patient experience. Dental professionals should take the time to listen to their patient’s concerns and explain procedures and treatments in a way that patients can understand. Providing patients with clear instructions after treatment can also help improve the patient experience.

Listen: Dental professionals can demonstrate active listening by repeating patients’ concerns back to them and asking intentional follow-up questions to ensure that they understand the issue.
Use plain language: Avoid using technical jargon that patients may not understand.
Provide written instructions: After a procedure or treatment, provide patients with written or text instructions on what to expect and how to continue care at home.

2. Improve The Welcome/Reception Experience

Waiting rooms can be a source of anxiety for patients, so it’s important to make them as comfortable and welcoming as possible. A Reception Area is a much more appealing name. Offer amenities such as video loops, relaxing music, magazines, comfortable seating, complimentary beverages, and fresh flowers (be careful of strong scents), and diverse artwork.

Keeping patients informed about wait times and updating them on any delays can also help reduce anxiety. Use technology such as text messaging or a digital display to keep patients informed.

Smile, be personable, and check in frequently to keep the patient in the know.

3. Personalize The Experience

Every patient is unique and has different needs and preferences. Dental professionals can improve the patient experience by taking the time to build relationships with their patients and tailor their care accordingly.

Offer sedation for anxious patients or provide special accommodations for patients with disabilities.
For patients with disabilities, provide accommodations such as a wheelchair ramp, accessible restroom, or sign language interpreter.
Ask patients about their preferences and needs, such as whether they prefer a certain type of music or would like a blanket during treatment.

4. Use Technology To Enhance The Patient Experience

Technology can be a powerful tool for improving the patient journey. For example, online appointment scheduling can make it easier for patients to book appointments at their convenience, and digital patient portals can allow patients to access and update their health information and communicate with their dental team.

Allowing patients to schedule appointments online at their convenience means you’ll never miss an opportunity.
Offering patients a secure digital portal helps keep patient records and information secure and up to date.

5. Solicit Feedback From Patients

The best way to understand the patient experience is to ask patients directly. Dental professionals can use surveys, feedback forms, or focus groups to gather input from patients and identify areas where they can improve.

Send patients a survey after their appointment to gather feedback on their experience and identify areas for improvement.
Invite patients to participate in focus groups where they can share their experiences and provide feedback on how the practice can improve.
Always reply to ALL patient comments. The interaction provides one more touchpoint to keep your practice top of mind.

Improving the patient journey requires a commitment to ongoing communication, personalization, and continuous improvement. By focusing on these 5 strategies, dental professionals can create a welcoming and supportive environment that encourages patients to prioritize their oral health and return for future appointments.

Bonus: Watch 4 Tips to Improve the Patient Journey

Patient Retention vs. Acquiring New Patients

Posted on January 9, 2023January 9, 2023 by Lisa Copeland

Don’t get me wrong, new patients are important for practice growth, but retaining existing patients has a greater practice impact.

They know the drill…pun intended.

• Maintain practice loyalty
• Keep appointments
• Show up regularly
• Accept treatment
• Book next appointments

What Should You Do to Retain Your Loyal Patients?

Patients are looking at healthcare providers and practices differently.

Prosites, a dental marketing company, outlined 25 ways to Get Patients to Love Your Dental Practice. By implementing some of these ideas into your marketing strategy, you will attract and retain more patients and experience faster practice growth.

Demonstrate Honesty, particularly when relating to insurance acceptance
Offer Financial Assistance
Provide Flexible Scheduling
Deliver Same-Day Dentistry
Maintain 5-star Online Reviews
Recognize / Appreciate Patient Testimonials
Appointment Reminders
Incentivize Patient Referral
Run On-Time
Friendly Team

Solutions

Times have changed and patients are not as dedicated to our practices. They are looking for an uber-customized experience. If we are not providing that, they will look elsewhere.

How can we adapt?

Customize communication software to meet specific needs, generationally for example.
Engage the team in creating videos and messages. Use humor to increase patient engagement
Personalize texts
Always reschedule a broken appointment
Wellness calls work! Pick up the phone and chat!
Improve the patient experience at every opportunity

Cancellations and No-Show Solutions

This is a common theme for dental practices lately.

Communication: verbal, written, and virtual with continual reinforcement of the importance and value of the services our practice provides is essential. Creating a script, together as a team, with verbal skills that everyone uses regularly improves patient loyalty.

Try a few of these ideas to reverse the problem:

Rate your patients, A, B, and C based on reliability and payment status.
No-shows, cancellations, and outstanding balances should be lower-tier patients.
Create a scheduling template for every provider and stick to it! It makes scheduling and filling holes much easier for everyone! Plus, it helps with practitioner efficiency. Such as three hygienists waiting for an exam at the top of the hour 5-6 times a day.
Allow one ‘Get Out of Jail Free’ pass for any scheduled procedure the patient cancels within 24 hours. Explain that the practice is busy, and patients are wait-listed to be scheduled. Respecting your practice time is appreciated.
Charge the patient a % of the scheduled procedure each time they cancel
Allow time in the schedule to provide same-day treatment. Your practice revenue will increase significantly.
“All hands-on deck”! Be persistent and consistent once you create a policy.

Dental practices are facing many challenges over the past few years with team shortages, turnover and a decrease in patient scheduling. Doing the same thing we have always done will not change the way things are going. A commitment to change is necessary to keep the boat from sinking and get all the entire team rowing in the right direction. It all starts with communication and systems.

Bonus: Watch Attracting and Retaining Dental Patients

Dental Leadership is a Team Sport

Posted on October 4, 2022October 4, 2022 by Lisa Copeland

Every

Dental Team Member

is a

Hero and a Leader

Each team member has leadership skills!

Learn about each team member and empower their strengths!

Bi-Directional Leadership

Great leaders reduce team turnover by UP-skilling AND RE-skilling team members.
Let’s look at Bi-Directional Leadership as the first step to creating a happy, engaged, and productive team. By doing this you will:

Reduce Turnover

The individual feels appreciated for their knowledge.

40% of US Employers estimate the cost of a bad hire is $25,000.00
Hard and soft turnover is 1.5-2.5 x’s of the annual salary.
Resulting in: opportunity loss, training costs, lower morale, performance decline, team drama, absenteeism, tardiness

Improve Team Engagement

Gallup’s State of the Global Workplace 2021 Report identified global employee engagement as very low with a rate of 20% / 34% US / CAN. Think of it as an equation in dentistry.

Team Member + Engagement = Retention

Increase Production

A team working cohesively and sharing the load will be far more productive than individuals working in silos without collaborating. Bi-Directional Leadership links everyone together, no matter what role they play on the team.

What It Takes

Where problems occur is when the boss is not a leader

Great leaders have specific qualities such as:

Mentor
Team player
Decision Maker
High Functioning Communicator (HFC)

Let’s face it many leaders possess some of these qualities but can’t check every box.

If you are a great decision maker, but not confident in your mentorship abilities, hire a coach and learn mentorship strategies or tap into a team member’s strength who has proven mentorship skills.

It is not the leaders’ job to have all the ideas, it is to make sure all the ideas are heard and collectively, the best idea is supported by the team.

When everyone’s voice is heard and valued we are inspired
to go beyond what is expected of us!

Worth Vs. Value

Let’s define worth vs value.

Say you have a painting in your closet Worth or appraised at $1M.

The Value of that painting is $0 if nobody sees it.

The Worth of your child’s 1st-grade drawing = $0

But the Value is PRICELESS!

Clinical Practice Translation

Practicing Active Listening – The value of active listening is priceless!
Office equipment – It is worth the investment to have the right tools. The ROI is the value of effectiveness and efficiency.
Employee hiring – The wrong employee for a lower salary will not benefit the practice.
Retention – Continually recognizing the value each team member brings to the practice will ensure loyalty and unsolicited marketing.

Bonus Communication Tips

Watch the video below.

Communicating Confidence with Team Members and Patients

Posted on August 4, 2022September 22, 2022 by Lisa Copeland

Every dental team member deserves a fulfilling career in a highly functional dental practice, customized generational appreciation, and strategically developed intra-team and intra-department communications. These are necessary to make their career easy and enjoyable every day.

By communicating confidence with your team, your patient relationships become effortless to develop and nurture.

First Impressions

First impressions are lasting impressions. Research from New York University indicates that people make eleven major decisions about us in the first seven seconds of a meeting. It is referred to as the 7/11 Rule. These are important aspects of our lives, such as educational and economic levels, credibility, trustworthiness, sophistication, political background, and more! Fast judgments, made in just seven seconds, have a long-term impact.

Also, according to this study, we spend the rest of our time acquiring evidence to prove that our initial impression of that person or event was correct, whether it is or not. Learn more at Neural Circuitry of First Impressions.

The ‘secret sauce” to making a great first impression is to break the patterns of expectations, so your patients engage emotionally.

It’s All About Hospitality

A friendly smile and greeting for every patient. A personal story, family connection, or a referral reference. A topic you are comfortable with puts you and the patient at ease.

We’ve all encountered the receptionist that knows every patient and their family members the moment they enter your office. They remember vacation destinations, birthdays, graduations, and grandchildren! You may have “that” person on your team right now. Never let them go; they are an incredible asset to your practice.

There Are Rarely Second Chances

Because people want to believe their first impression was correct, they rarely give the person or dental practice a second chance. For most people, their first impression sticks.

How can we become more aware of how we are perceived as a dental practice and team?

One way is to watch people’s body language and note their reactions to our spoken words. Actions speak louder than words and can give us great insight into the tone the appointment may have.

Another strategy to make a more positive impression is to have an SOP, a Standard Operating Procedure, of how each situation in the office might play out. If you have communication guidelines for common interactions that occur regularly, you have prepared your team well. You have also given them the confidence and empowerment to handle routine office communications. Understand that we cannot replicate every detail, but team members will be more prepared to react, particularly if they notice that the interaction is not going in a positive direction.

Introducing Protocols

Have an all-team meeting and decide, “What are the ten most common situations we have throughout the day?” Develop a script or a specific protocol of how these interactions should evolve.

The practice should analyze every interaction before, during, and after the appointment. All three aspects allow us to influence the patients’ impression positively. Again, having standardized procedures, processes, and conversations can help people walk through different experience expectations of the patient.

Before And After

As a before-experience example, a new patient calls to schedule an appointment, and they are immediately put on hold, or the office doesn’t answer the call. Instead, they play a message indicating they are with another patient or on another line. The number one aspect of creating a positive experience is taking care of the patient that is in the office. However, no phone call should ever be left ringing or going to voicemail. Make it a practice priority. Either of these situations creates a negative experience. Most patients aren’t going to wait, leave a message, or call back. They will hang up, move on, and your practice has lost a new patient.

People Want Help Now

People want to be taken care of immediately. We have to honor that. The positive aspect of immediate engagement is that we can thank them for calling our office and begin establishing a relationship. We’d love to help them eliminate pain or meet their dental wants and needs. Take the time to express appreciation and acknowledge the confidence they’ve put in us by calling our office for treatment.

Once they are an existing patient in the practice, make a special effort to get to know them personally: family members, where they go on vacation, who their grandkids are, who had a baby, and who’s graduating. Knowing personal details can help create a trusting relationship and loyalty to your practice. Be sure to make notes in the patient’s personal section of their chart, not in the clinical notes! This allows the team to get to know them as well.

Having a collaborative working relationship with all members of your dental team brings joy to the work we all do and excitement about serving our patients in clinical practice.

Want more tips on Communicating With Confidence?

Watch the short video below.

Principles of Building Team Wellness and Patient Relationships

Posted on July 6, 2022September 22, 2022 by Lisa Copeland

Relationships are the bridges that lead us to success, build trust, and loyalty. Practice high-quality communication first, followed by our technical excellence for patients to understand their needs. Communication consistency is the key.

Unclear communication impacts relationships among team members, referring doctors, and vendors that we interact with regularly. By building communication bridges we grow our practice. If we customize our language, and how we speak to our patients and each other, we will encounter fewer misunderstandings, less stress, and improve productivity. Customizing our language is achieved by standardizing and practicing scripts and guidelines collaboratively developed by the team.

One Size Does Not Fit All

Many practices deliver information the same way to every patient. This can lead to confusion and/or resistance. I frequently challenge teams to customize their language to meet the patients’ expectations. 99% of the time they have never thought of changing their delivery style.

Clarify with each patient their communication preferences.

Consider adding questions to your health history template, such as:

“What is your preferred method of communication?
“Would you like me to text, email, or call you?”

A more senior generational patient will want a phone call because they enjoy speaking to people and they may not have advanced knowledge of technology. Gen X is all about efficiency and generally prefer texting. Gen Y/Millennials and Gen Z demand texting. They do not look at their email or check their voicemail. If you’re sending appointment reminders via email, you’re probably not getting a good response from younger generations. Nor is it creating a positive experience for them. For more generational guidelines click here.

Putting It All Into Practice

Building relationships is step one in educating and training the entire team.

When referring to the entire team, that includes the dentist. Too often, dentists send their team to an educational event, and they don’t participate. “The entire team” is all-inclusive.

All-team collaboration and learning builds a stable foundation that leads to increased engagement, productivity, and team wellness.

Each team member is responsible for understanding all of the procedures that your practice provides. We should be comfortable explaining and supporting every treatment opportunity we offer to our patients. Each department typically learns its own processes and procedures but doesn’t have an overall view of the practice menu of services. By developing guidelines for speaking the same language to patients, in reference to procedures, we will maximize the treatment case acceptance.

At your Morning Stand-up or Huddle, before you start seeing patients for the day, recognize specific needs of the scheduled patients. For example, “ Mr. Rogers is coming in at 11 am. We will need room #3 for treatment because he uses a wheelchair. He usually requires one or two bathroom breaks and has some special needs which are highlighted in his chart” Meeting the patient where they are and speaking the right generational language will positively impact their dental journey experience. Remember, relationships are the bridges that lead us to success.

Communication Consistency Is Key

Everybody should answer questions the same way all day, every day. That goes back to having guidelines. We know most of the questions the patients are going to ask:

How much is it going to cost?
How much does my insurance cover?
What are my other options?
Do you have payment options?
Is this treatment really necessary?
Can I wait to start the treatment?

As a team, we can come up with many different communications that we use regularly. Add onto this list at an all-team meeting and fabricate team answers for each question to guide the conversation. These scripts allow us to provide consistent information to our patients. They are less likely to misunderstand or ‘test’ the team. If they ask a hygienist the same question that they ask an administrative assistant and get different answers, you’ve lost the patient’s trust. They probably will not schedule their next appointment until they understand the treatment better.

My Concern for You

If we don’t establish a relationship with the patient, they will not move forward with accepting the treatment plan. They may not refer patients because they aren’t as comfortable as they’d like to be in your practice. They don’t market your practice. They don’t contribute to your business growth or production.

If the patient says “NO”, the team should investigate why they are hesitant to commit to our practice and procedure recommendations.

What went wrong?
What was the first impression this patient had of us?
Did the patient have a negative experience?

Ask intentional questions and practice active listening to move the patient from “NO” to “YES”.

Want more communication tips?

Watch the short video below.

Are You Asking Intentional Questions?

Posted on April 28, 2022September 22, 2022 by Lisa Copeland

Asking intentional questions takes preparation and planning. The good news is we become more skilled at it as we practice.

An intentional question should be thought evoking and create a pause that generates curiosity. To ask an intentional question, we start by actively listening. Then, ask yourself, are you clear with the statement/question? Next, move to ask clarifying questions to enhance communications and relationships.

For example:

I am curious what you mean by…
Tell me more about that…
Help me understand what that looks like…

Clinical Application

Take time to observe and understand the patients’ behavioral styles.

“Katie mentioned you shared with her that you were a little nervous about today’s appointment. Tell me more about that so we can address your concerns and increase your comfort today.”

Delivering a patient’s ideal dental experience starts by addressing concerns and fears, and then discuss the best approach to providing the dental work needed. Acknowledging the patient’s fear and discussing the approach is psychologically comforting. By involving them in the solutions we build trust and provide a safe, comfortable environment.

Types of Questions

Distinct types of questions have their place in a conversation

Closed-ended question start with: Will, Do /Does, Is, and Are

Open-ended question allow for conversation, increased knowledge, and information gathering. They begin with: What, How, and Why

Clinical Application

A clinical example of a closed-ended question looks like this.

Do you have any changes in your health or medications that we need to update?

Most people will say no so you can move on!

An open-ended question could be structured this way.

What medications, including OTC, vitamins, and supplements, you are currently taking?

When we use the right language, we get the information we need and more. This allows us to ask intentional questions, practice active listening, and guide the conversation to positively influence the patient’s dental journey in our practice.

Using Verbal Softeners

Clarifying questions should also include cooperative communication techniques. They are used both to prevent escalation and to defuse emotional situations.

Consider the way we say things to each other or your patients.

People don’t respond well to absolute, authoritarian, or harsh language.

Try using a sales training technique of inserting verbal softeners.

Phrases and words like “sometimes”, “it could be”, and “perhaps” state things in a less abrasive way.
Other softeners include “it’s possible,” and “occasionally.”

My favorite verbal softener is “perhaps.”

“Perhaps we have had miscommunicated. Tell me more about your interpretation or expectations of the treatment plan we discussed last week.”

Verbal softeners are valuable tools in helping you appear more cooperative and likable to prevent conflict.

Two actions you can clinically implement today are:

Add an open-ended question to your health history requesting updated medications like above.
Select a verbal softener and practice using it with patients during a conversation. It will become a habit very quickly.

16 Ways to Retain Dental Team Members

Posted on April 13, 2022September 22, 2022 by Lisa Copeland

The time is now to pivot to what employees genuinely want in this employee-driven workforce.

This chart summarizes ideas to consider that will influence your hiring and staying power.

The ultimate goal/outcome is to hire and continually engage a happy, healthy, and permanent team.

Benefits and Perks

Are only part of the equation to attract and retain team members. Retention requires having people-centric leaders. Influential leaders are experts in serving others and building a successful culture.

Most employees are looking for fair pay. You may think you fall into that category, but the best way to know is to look at the data. DentalPost released the 2022 Salary Survey. A deep dive into all team positions and salaries nationwide. If you want to know where your practice falls as far as wages, download the publication.

Diversifying benefits and customizing packages to meet the generations where they are at is particularly important, especially with the Gen Y and Z, the younger generations. They may want assistance with day/doggy care, flexible hours/days, and morning or evening revolving shifts. Administrative positions may request to work from home a day or two a week. Dentistry can and should adopt flexibility, but you need to know what potential and existing team members are looking for before you make a plan.

Educational growth is equally important. Whether it is CEU or institutional learning, give your team an opportunity to gain experience and apply new knowledge and skill within your practice.

Provide Career Opportunities and Growth

Empowering growth that aligns with their skills, interests, and goals will create more engagement and loyalty. Rethink the traditional career training and team progression. Create a mentorship program and cross-training department/function opportunities.

As employees continue to build their education be sure to award them with progressive titles, seniority recognition, and pay.

Provide More Face Time with Employees

One-on-one time with leaders is increasing in importance. Leaders should prioritize meeting with their team to discuss career path goals and growth opportunities. If you are only providing annual (or less) reviews, your employee pool will shrink quickly. Ongoing coaching and communication are critical.

Developing a visual progression plan paints a clear picture of each team members career evolution and development so they have an accurate understanding of their professional path.

Embracing and participating in team-building strategies quarterly will enhance professional and personal relationships. When team relationships thrive, the patients become loyal, and the practice grows without effort.

Communication Coaching

Every conversation has a consequence. Lack of communication is a primary cause of team disengagement and turnover.

Frequent, real-time coaching, not feedback, is necessary to keep our teams engaged. Feedback has a negative interpretation. The situation has already occurred and cannot be corrected. Coaching is ongoing with positive affirmations and collaborative solutions. Continual mentorship and coaching, by all team members, should be encouraged. It sets the office tone and creates a safe environment for all.

Want a quick recap?

Watch the video below 16 Tips to Attract and Retain Dental Team Members.

Evolution for Survival: A Dental Team Guide

Posted on March 1, 2022September 22, 2022 by Lisa Copeland

HOW DO WE ADAPT WHEN WE GET DISCOURAGING NEWS?

I learned last month that I needed a full hip replacement.

My lifetime of athletics and 30+ years of dental hygiene, pushing the chair with my left leg to pivot around the patient, caught up with me.

I knew I was heading in that direction from a diagnosis in 2018. After denying there was a problem, classic response! I dove into researching what I could do to improve the situation.

I devoted time to months of PT, learning exercises, which I still do daily, I made adjustments to how I get on/off my bike and changed my approach to getting up off the snow when I fall on my board. Yes, I do crash occasionally! I delayed the inevitable as long as possible.

Fast forward to 2022, the pain has increased, I can barely tie my left shoe, and it is really impacting my snowboarding and mountain biking! I now need to evolve further to maintain the lifestyle I love. This means I have a big decision to make and an evolutionary change is in my near future.

EVOLVING TO SURVIVE is the name of the game in dentistry now.

We can no longer continue to do things the way we always have and expect the same results.

I have heard the phrase, “The 2022 great resignation is actually the great discontent” and I believe there is truth to that statement.

Here’s what we know about our current situation related to team retention and engagement:

Fair pay and benefits are only two parts of the equation to incentivize employees.
Employees are feeling burnt out and undervalued.
Negative team culture is spilling into employees’ home life.
Teams are not being included in the strategic building of the practice.
Lack of gratitude is contributing to the downward spiral of team culture.

HOW DO WE EVOLVE?

Consistency is the key when expressing gratitude. Think of it as an ala carte menu, varying the ways you engage on a regular basis.

Stay competitive with market value for dental team positions.
Get creative with benefits. Younger generations (Gen Y and Z) are looking for a new spin on benefits: Day/Doggie care assistance, flexible PTO, revolving scheduling, expanded training with frequent progression,
Ask each team member what they need and want to feel safe and valued.
Schedule a 10-minute pulse check meeting each week with individual team members
A simple ‘Thank You’ means more than you think.

Watch the video below to learn 6 behaviors to create an emotionally safe community for your team members and patients.

Communication is Our Currency for Successful Dentistry

Posted on January 4, 2022September 22, 2022 by Lisa Copeland

The lifeline of our dental practice is communication. Three pillars that conversations impact in dentistry are:

Patients
Players (Team)
Practice

Dentistry is in the midst of a shift from product-centricity to people-centricity. Investments in your team members and your patients are essential.

Practices pushing services rather than focusing on the wants of the patient will see their revenues dwindle over time. You must have a strong culture to be patient-centric because it requires knowing the patient and catering to their wants.

PATIENTS

According to the Beryl Institute, the total of every touchpoint before, during, and after their appointment impact the patient experience.

These are four influencers of the patient experience:

Interactions of people, processes, policies, communications, actions, and environment.
Culture: The vision, values, team, and community
Perceptions: Everything is recognized, understood, and remembered by patients and support people.
- Perceptions vary based on individual experiences
Continuum of Care: Every interaction with a practice or provider before, during, and after delivery of care.

How we influence these four categories will optimize the patient experience and their healthcare journey. The ongoing goal is to maintain existing patients and attract new patients simultaneously. Research from Forbes indicates it costs a practice five times more to attract a new patient than it does to retain an existing one.

TEAM

When communication is not well defined or delivered, we become less impactful as a team.

A healthy practice requires Proactive Leadership. Not by one person but by each team member at any given time. Team culture is driven by “leading by example.” Culture encompasses the tangible actions and beliefs of your team. It is the pulse of your practice! It’s about what happens when the leader (not the boss) leaves the room.

There is a communication process that needs to occur regularly to promote teamwork.

During daily, weekly, monthly, and annual meetings, a facilitator/leader in the practice (not always the DDS) is responsible for making sure each staff member brings completed reality checks, acknowledgments, and quality requests.

Understanding that leadership is Bi-Directional is the first step to creating a happy, engaged, and productive team! It links everyone together, no matter what role they play on the team and will:

Reduce Turnover – Individuals that feel appreciated for their knowledge support the practice
Improve Team Engagement – People will do more than asked if they feel valued
Increase Production – A team working cohesively and sharing the load will be far more productive than individuals working in silos without collaborating

To keep the momentum going throughout the year, teams are encouraged to conduct the communication process every week as part of their team meetings. I have worked with dental teams to help them focus on meeting structure and customized outcomes which can change your productivity significantly!

PRACTICE

When I ask you, what is your office brand, what do you think of?

High-quality dentistry, implants, orthodontics, cosmetics, children, special needs, public health?

All of those answers are correct, but your brand is much more than the high-level procedures you perform. It is systemic and it trickles down into the words we say and the communication “tools” we use. Your brand should speak the language of the patients you are trying to attract!

Language is our currency and a bridge to trust! All team members should be speaking the same language. You don’t want half the team two-stepping and the other half breakdancing!

The chart below provides examples of how we can level up our vocabulary to represent the brand we are embracing.

2022 Copyright Communicate With Influence LLC

Communication is a lot like cooking. You take all these individual ingredients and blend them to create a delicious dish.

The “ingredients” are the people we interact with: your patients, your team, your vendors, your family.

The “spices” are the way we customize the communication or the flavor.

The result, the delicious dish, is a harmonious team and practice.

How to Focus on Emotional Safety

Posted on February 2, 2021September 22, 2022 by Lisa Copeland

Creating space that allows for courageous conversations is the fundamental element for emotional safety and enforces a unified work environment where innovation thrives.

Has your operatory comfort zone shifted from a safe haven to an uncomfortable hazard zone?
Do you feel secure enough to share thoughts / ideas freely, without worrying about negative reactions?
Are you simply coping to make it through the day?

Dental practices can follow three strategies to create an emotionally safe environment: aviate, navigate, and communicate

Aviation a verb, meaning to fly or operating an aircraft. Our “aircraft” is our practice, driven by systems, which provide us with a solid foundation to build on. We continually aviate on many levels. Designing customized processes leads to: Predictability, Productivity, Consistency, and Clarity.

Navigation is about cultivating high-courage teams with diverse, problem solving skills. We can’t anticipate every issue that may occur, but everyone can prepare themselves with skills that will help them successfully navigate through an unanticipated situation.

Making Emotional Safety part of everyday culture can be challenging and requires skills to accelerate Communication to SurThrival. It is a fragile ecosystem that requires continual nurturing.

Build a team and patient-centric culture by understanding that each person has a different interpretation of experiences that they compare to their own expectations. Rise to their hopes by learning and practicing empathy, flexibility, and active listening.

George Bernard Shaw said, “The Single Biggest Problem in Communication is the Illusion That It Has Taken Place.”

Are you: Soaring, Coasting, or Diving to implement emotional safety in your practice?

Are You Practicing Digital Compassion?

Posted on November 3, 2020September 22, 2022 by Lisa Copeland

A unique communication approach is the most effective way to get back on track.

Be proactive and deliver the wanted and needed information, before your patients ask questions, or even worse…speculates.

WHAT DOES PRACTICING DIGITAL COMPASSION MEAN?

Connecting with your patient community on several platforms with a variety of messages that emphasize empathy and compassion.

Create a short, 1-minute videos on various topics for the patients to watch to increase their trust and comfort levels.
Use varying technology to communicate on a more personal level.
Create broader email messages that will reach your entire database. Be sure to personalize the message.
Update your website and social media platforms to appeal to your younger team members and patients.

ANSWER THE PATIENTS BURNING QUESTIONS

What is the new appointment screening process?

Paperless / Digital
Phone call / Email / Text

What have you done to make the patient feel safe when they visit your practice?

Digital check-in
Entrance / Exit flow modifications
Decreasing aerosals / Air filtration
PPE

What changes have the team implemented to protect themselves as well as the patient?

Staggered schedules
Office hour adjustments
Additional team members
Paperless / No contact
Plexiglass installation

What should patients expect at their appointment?

Great topic for a video!

Are you offering telehealth visits?

Telehealth is not new, however, patients are now ready to embrace the hybrid care model. Teledentistry is for the short and long term plan.

Immediate application is to decrease risk and provide patient safety.

It can also limit the DDS movement between patients which calculates into more uninterrupted, productive appointment time. For example, no hygiene exams.

SolutionReach developed a fantastic guide for utilizing telehealth, which includes coding and billing scenarios.
A Complete Guide to Using Telemedicine in Your Practice.

Expand your digital footprint by practicing digital compassion.

You will create unique avenues of communication with your patients that enhance relationships and generate practice growth.