Weather Whiplash in Dentistry: Why Preparation Beats Panic

Posted on June 1, 2026July 7, 2026 by Lisa Copeland

Springtime in Park City, Utah, is not for the emotionally fragile gardener.

One day, it is sunny and 70 degrees. You put out the porch furniture; the moose are visiting. You are outside in short sleeves, staring at your flowerpots like they are calling your name. The garden center is bursting with color. Everyone is feeling optimistic.

After a long, cold winter, it is tempting to believe spring has officially arrived.

Then, because the mountains enjoy a dramatic plot twist, temperatures drop below freezing that night, and you get 4” of snow!

Welcome to weather whiplash.

In Park City, the local rule of thumb is to wait until after Father’s Day to plant flowers and vegetables. It sounds overly cautious when the sun is shining, and the air feels warm. But most locals know better. We have all learned, some of us the expensive way, that early sunshine does not always mean the season has changed.

Still, we get anxious. We plant too early. Then we spend the next few weeks obsessively monitoring the forecast, covering plants, dragging pots into the garage, and hoping our beautiful little flowers survive the next cold snap.

Dentistry experiences its own version of weather whiplash.

And unlike the Park City forecast, it does not always give you a warning.

The Forecast Can Change Fast

It can happen daily, weekly, monthly, or yearly. Sometimes it shows up as schedule chaos. Sometimes it shows up as staffing challenges. Sometimes it appears in patient communication, leadership transitions, technology changes, case acceptance struggles, or team morale.

The question is not whether the weather will change. It will.

The real question is whether your team is prepared to respond when it does.

Warm Days Can Create False Confidence

In gardening, one warm day can trick you into thinking it is safe to plant.

In dentistry, one good week can do the same thing.

The schedule is full. Production is strong. The team seems happy. Patients are saying yes. Leadership feels confident. Everyone relaxes a little.

That is not a bad thing. Teams should celebrate good momentum. But warm days can create false confidence when there are no systems underneath the success.

A great day does not always mean the practice is healthy.

A full schedule does not always mean the team is aligned.

A productive month does not always mean communication is clear.

Sometimes things are working because the conditions are favorable. But when the pressure changes, the weaknesses become visible quickly.

This is where many practices get caught off guard. They assume the sunny day is the new normal. Then the freeze comes, and they realize they never built a plan to protect what was growing.

Cover the Plants Before the Freeze

The best gardeners do not wait until the plants are frozen to start looking for a tarp.

They prepare early. They watch the forecast. They know which plants are vulnerable. They know which pots need to come inside. They have a plan before the temperature drops.

Dental teams need the same mindset.

This means identifying the areas of the practice that are most vulnerable during stressful conditions. Is it the morning huddle? Patient handoffs? Schedule recovery? Treatment presentation? Conflict resolution? New patient flow? Communication between the front and back office?

When the pressure increases, these areas usually reveal themselves.

Strong communication systems act like frost protection. They do not stop the cold weather from coming, but they help the team survive it without unnecessary damage.

A clear morning huddle can prepare the team for the day’s forecast. A strong handoff can prevent important patient information from getting lost. A defined cancellation protocol can reduce panic when the schedule shifts. A consistent communication structure can help the team respond instead of react.

Preparation does not remove the challenge.

It reduces the chaos.

The Team Needs to Know the Forecast

One of the most common communication breakdowns in dentistry happens when only a few people know what is coming.

The doctor knows the schedule is complicated.

The office manager knows there is a staffing issue.

The treatment coordinator knows a patient is anxious about finances.

The hygienist knows the patient has concerns that were not documented.

The assistant knows the procedure will take longer than planned.

But if that information is not shared clearly and early, the team is forced to operate in surprise mode. And surprise mode is exhausting.

No one does their best work when they are constantly blindsided.

A team that communicates well creates visibility. They share what matters before it becomes a problem. They use the morning huddle, handoffs, check-ins, and debriefs to keep everyone informed and aligned.

In other words, they do not just hope for good weather.

They read the forecast together.

Growth Requires Both Sunshine and Protection

It is easy to love the sunny days.

It is easy to enjoy the moments when the schedule is smooth, patients are happy, and the team is clicking. Those days matter. They build confidence and momentum.

But growth does not happen because every day is perfect.
Growth happens when the team knows how to keep moving through unpredictable conditions.

In gardening, flowers become stronger when they are planted at the right time, protected when needed, and given consistent care. Dental teams grow the same way.

They need leadership. They need communication. They need structure. They need trust. They need permission to speak up before problems become emergencies.

Most of all, they need systems that support them when the day turns cold.

Keep Growing Anyway

Dentistry will always have weather whiplash.

There will be sunny days, freezing nights, unexpected storms, and seasons of change. The practices that thrive are not the ones that avoid disruption. They are the ones that prepare for it, communicate through it, and keep growing anyway.

So before your team plants the next big idea, launches the next system, or assumes the forecast is clear, pause and ask the following:

What needs protection?
Who needs to know the forecast?
How will we communicate when conditions change?

Because in dentistry, just like springtime in Park City, hope is not a strategy. But preparation?

That is how you grow.

Let’s weather the storm together. Iron out your communication in 2026.

Schedule a call today!

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 grow.

#CommunicateWithInfluence #LeadershipDevelopment #SpeakerCoach #ConfidenceSpark

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

The Sound of A-Flat: The Morning Note That Raised Me

Posted on January 13, 2026April 9, 2026 by Lisa Copeland

Most mornings growing up, I heard the same thing.

A single note: A-flat.

Not from a piano. Not from the radio. Not from a neighbor’s garage band (thank goodness).
It came from a small, unassuming little tool my dad used faithfully—a pitch pipe, that you see here.

And that note didn’t just float through the house…It anchored it.

A-flat wasn’t background noise. It was a ritual.

A Morning Ritual I’ll Never Forget

If you didn’t grow up around music, a pitch pipe might sound like something from a nautical movie.
But in our house, it was part of the morning routine—right up there with coffee and getting dressed.

My dad would take that pitch pipe, find his note, and tune his voice like a craftsman sharpening a blade.

Then he’d sing – Not casually – Not “I’ll-hum-while-I-shave” singing. I mean really sing!

A Bass Voice That Filled the House

My dad was a bass singer, and he had one of those voices that didn’t just sound good—it sounded earned. It was rich. Deep. Steady. The kind of voice that made you feel like everything was going to be okay.

His voice had presence. Not loud for attention—strong because it was grounded.

When he sang, you didn’t feel like you were listening to someone performing. You felt like you were listening to someone who knew exactly who he was.

He Was Great Because He Practiced Every Day

Here’s the part I didn’t fully understand as a kid:

My dad didn’t sound that good by accident.

He had an amazing voice… because he practiced every day.

That pitch pipe was his proof.

Every single morning, he practiced.

Not because someone was paying him.
Not because he had a performance that day.
Not because he felt like it.

He practiced because that’s what disciplined people do. That one A-flat note was his quiet way of saying: “This matters. And I’m going to keep getting better.”

Even as a kid, I could feel the commitment in it. I didn’t have the words for it then, but I do now.

Consistency creates confidence.

And confidence—real confidence—is built long before you “need it.”

The Lesson Hidden in the Music

The pitch pipe was a lesson disguised as music.

Looking back, I realize that pitch pipe wasn’t just about tuning his voice. It was about tuning himself. It was a daily reminder that you don’t wake up great. You wake up human… and you work.

You don’t wake up with a strong voice, strong mindset, strong marriage, strong career, strong body, strong anything. You build it.

Note by note.
Rep by rep.
Conversation by conversation.

And the truth is, most people want the outcome without the practice.

They want the performance… without the preparation.
They want the confidence… without the reps.
They want the results… without the routine.

My dad didn’t work that way and neither do I!

He Would Have Turned 100 This Week.

This week, my dad would have turned 100 years old. That was the number he had his eye on.
He was aiming for triple digits. He was aspiring to make it.

He came in a little short at 96. And sure… part of me wishes we got those extra years. But another part of me thinks: 96 years of showing up is a pretty incredible run.

Ninety-six years of life.

Of learning.
Of family.
Of mornings that began with A-flat and a man committed to doing things well.

I tooted a few A-Flat notes on his birthday!

What I Carry Forward

I don’t hear that pitch pipe every morning anymore. But I still hear it. Because the sound wasn’t just a note—it was a message.

Practice matters.
Discipline matters.
Doing the small things daily matters.

And maybe the greatest gift my dad gave me wasn’t just his voice…It was the example behind it.

He didn’t talk about consistency. He lived it.

He didn’t preach about excellence. He practiced it.

He didn’t wait to feel ready. He tuned up anyway.

Your Turn: What’s Your A-Flat?

So here’s my question for you.

What’s your “pitch pipe”?

What’s the small daily habit you do when nobody’s watching—the thing that keeps you sharp, grounded, improving?

Because that’s where the real growth happens.

Not in the big moments.
Not on the stage.
Not in the spotlight.

It happens in the quiet. In the repetition. In the A-flat mornings.

And if you’re lucky, one day you’ll look back and realize:

That little note didn’t just build a voice.

It built a legacy.

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

From Thankful to Thoughtful: Refresh Team Communication Before Year-End

Posted on November 4, 2025April 9, 2026 by Lisa Copeland

A Fall Story Worth Repeating

The scent of pumpkin spice may fill the air, but inside your practice, it may be the scent of stress that’s brewing.
It’s November—insurance deadlines loom, schedules tighten, and everyone’s running on caffeine and adrenaline.

One morning, your hygienist sighs during the morning huddle/stand-up, your front office juggles no-shows, and your assistant gives a short reply that lands like a cold slap. No one meant harm—but tension spreads faster than toothpaste on a power toothbrush!

Sound familiar? You’re not alone. This time of year, even the most cohesive dental teams can feel communication fatigue. That’s why November is the perfect month to pause, realign, and transform simple thank-yous into thoughtful, purposeful communication.

The Fall Refresh: Iron-Out Your Communications

Your practice, like your patients, needs regular wellness checks—especially when it comes to communication. My iRONMAN framework (inspired by my IRONMAN^® triathlon training) helps teams build endurance and unity through intentional communication.

Here’s how to apply it during your fall reset:

I – Identify where your team communication breaks down.
Notice recurring frustrations: missed handoffs, unclear expectations, or tone that sparks defensiveness. Awareness is the first rep in your training plan.

R – Reflect on what’s working.
What messages do connect? Maybe your treatment coordinator nails patient follow-ups, or your hygienists consistently praise the front desk. Build on that.

O – Own your role in the breakdown.
Leaders set the tone. Model transparency and accountability—because “Do as I do” always beats “Do as I say.”

N – Nurture trust through consistency.
Hold short, regular check-ins instead of long, reactive meetings. Momentum is built by frequency, not frenzy.

M – Motivate with meaning.
People commit to what they help create. Ask your team what they need to feel supported heading into the holidays. Then act on it.

A – Appreciate out loud.
Silent gratitude is nice—but spoken gratitude changes culture. Be specific: “Katie, thank you for catching that insurance issue before it became a fire drill.”

N – Navigate forward together.
End each huddle or meeting with an action step. Progress fuels positivity.

3-Step Huddle Strategy for Stronger Team Communication

A daily huddle doesn’t have to be a downer. Try this quick 3-step format to keep everyone aligned and engaged:

Celebrate a Win (1 minute)
Start with gratitude. Recognition triggers dopamine—the brain’s reward chemical—and instantly improves focus and cooperation.
Clarify the Day (3 minutes)
Review the schedule, special patient notes, and potential bottlenecks. Clarity reduces stress and reactive chatter later.
Connect the Dots (2 minutes)
End with one open-ended question: “What can we do to make today run smoother?” This sparks collaboration, not complaints.

Done right, your morning huddle becomes the warm-up, not the workout.

5 Ways to Communicate Gratitude That Sticks

Positive Psychology reports that gratitude isn’t just polite—it’s powerful psychology. Neuroscientists have found that expressing appreciation activates the same pleasure centers in the brain as receiving a reward. In short: gratitude literally feels good.

But in a dental practice, generic “thanks” can fade as fast as the numbing wears off. Thoughtful gratitude is intentional, specific, and personal. Try these five approaches:

Make it Personal – Replace “Good job, everyone” with “Tina, your calm with that anxious patient kept our day on track.”

Show It, Don’t Just Say It – A handwritten note or unexpected lunch speaks volumes.

Be Timely – Appreciation has an expiration date. Deliver it while the moment’s still fresh.

Recognize the Invisible – Celebrate the behind-the-scenes work no patient ever sees: sterilization, inventory, insurance calls.

Close the Loop – When a patient compliments your team, share it publicly. Gratitude grows when it’s echoed.

Your Communication Audit Checklist

Before the holiday lights go up, run this quick audit to ensure your team communication and gratitude game are both firing strong:

✅ Are team huddles short, focused, and positive?
✅ Do you have a plan to recognize individual contributions weekly?
✅ Does every team member know their “why” going into 2026?
✅ Is gratitude part of your performance feedback—not just holiday cards?

If you answered “no” to any of these, now’s your cue to reset before December chaos hits. explanations—this is a great time to create and promote it.

Conclusion: The Finish Line Is Gratitude

Just like training for an IRONMAN, building a high-performing dental team takes endurance, balance, and recovery. The fall season invites you to slow down, tune up your communication, and lead with gratitude that actually sticks.

When you move from thankful to thoughtful, you don’t just end the year strong—you start the new one with trust, teamwork, and loyalty that lasts longer than any pumpkin spice latte.

Call to Action (CTA):

Ready to iron out your communication for 2026? Let’s schedule a Communication Confidence Coaching session before the new year!

Book Your Session

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 #CommunicateWithInfluence #LeadershipDevelopment #ResilientTeams #TeamReflection

H.E.A.R. Me Out: Trust Isn’t Told—It’s Shown

Posted on August 4, 2025August 5, 2025 by Lisa Copeland

I remember working with teenagers who were reluctant to share their brushing habits. One day, I decided to skip the lecture and said, “I remember being your age—flossing was not my favorite either.” The teen laughed, relaxed, and by the next visit, their habits changed. That conversation changed my approach for the rest of my career! The Lesson? Trust is built with relatability, not judgment.

Trust. It’s a small word with massive impact—especially in healthcare, where communication is a survival skill.

Whether you’re in the operatory with a patient, collaborating with colleagues, or building relationships with referral partners, trust is the bedrock of success. But it doesn’t magically appear. Trust is built—or broken—with every conversation.

In high-performing dental practices, trust isn’t left to chance. It’s intentionally woven into every interaction using a simple, powerful structure of what I have coined: the H.E.A.R. Trust Framework.

It’s not about scripts or robotic replies. This framework helps you show up as your most authentic, effective self—every time.

Let’s break it down.

H – Honesty: Say What Needs to Be Said

Honesty is the heartbeat of trust. And let’s be real—sometimes honesty is uncomfortable.

Maybe a patient doesn’t want to hear that their treatment plan is going to cost more than expected. Or a team member needs coaching about continual tardiness.

When you speak truthfully—kindly, but directly—you show respect. You also prevent confusion, resentment, and a whole lot of drama later.

Example: Instead of sugarcoating a treatment delay, a team member says,

“I know we said today would be a quick visit, but things changed. I want to be transparent about why we’re running behind.”

That kind of honesty builds respect, even when the news isn’t great.

E – Empathy: Listen to Understand, Not Just to Respond

Empathy doesn’t mean agreeing with everyone—it means understanding them.

It’s acknowledging the patient who’s afraid of the procedure, the assistant who’s overwhelmed by back-to-back cases, or the office manager who’s navigating frustrated calls all day.

It’s saying: “I hear you. That sounds frustrating. Let’s work through it together.”

When people feel seen and heard, they let their guard down. That’s when real connection—and real trust—starts.

A – Accountability: Own Your Words and Actions

In dentistry, details matter. If you promise to send a follow-up email, schedule a call, or deliver lab results by a certain time—do it.

And if something falls through the cracks? Be honest about it. Accountability doesn’t mean being perfect—it means being dependable and humble enough to admit when you’re not.

Owning your slip-ups builds more trust than pretending they didn’t happen.

In Levin Group’s 30-year ongoing study of the top 10% producing practices, we found that one of the reasons these practices consistently performed at high levels was the existence of a culture of accountability within the practice.

Every team member does what they agreed to do, which leads to an efficient practice!

Thoughtful Delegation reduces stress and energy sucking follow up.

R – Reliability: Be the Person Others Count On

Reliability is the quiet hero of communication. It’s not flashy—but it’s everything.

Being reliable isn’t just showing up. It’s how you show up:

Are you prepared?
Are you calm under pressure?
Are you consistent in how you speak to your team and your patients?

Snapshot: The practice that starts its daily huddle on time, every time, signals professionalism and shared commitment. That reliability builds momentum—and team trust.

How will it influence referral partners? They’ll remember the office that always follows through on patient updates and makes the referring office look good.

This Applies to Every Conversation

The H.E.A.R. Trust Framework isn’t just for treatment consultations or high-stakes discussions. It applies everywhere:

A quick hallway conversation with a colleague
A team meeting about new scheduling policies
A phone call to a nervous new patient
An email update to a specialist

Each moment is a chance to reinforce—or repair—trust.

Start Small. Stay Consistent.

Building a culture of trust doesn’t require a massive overhaul. Start small. Be the person who:

Speaks with honesty, even when it’s uncomfortable
Leads with empathy, even when time is tight
Takes accountability, even when it’s easier not to
Shows up reliably, even when no one’s watching

Trust isn’t a goal—it’s a practice. A daily habit. And it’s the ultimate foundation for strong leadership, patient loyalty, and a rock-solid team.

Next time a tough conversation pops up, take a breath and remember—you don’t need the perfect words… just a little H.E.A.R. to lead with heart.

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.

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

What’s Quiet, Powerful, and Runs Your Dental Practice Day?

Posted on April 1, 2025April 1, 2025 by Lisa Copeland

In every dental practice, there are key players that keep the day running smoothly—the dentist, the hygienist, the assistants, and the front office team. But there’s one often overlooked role that quietly saves the day, time and time again. This role isn’t always the loudest or the most visible, but it’s critical to patient care, team culture, and overall practice success.

This silent superhero? Effective communication.

Let’s explore how this unsung hero works behind the scenes to create a thriving dental environment—and how you can harness its power more intentionally in your practice.

Communication: The Backbone of Every Interaction

From the moment a patient calls to schedule an appointment, communication sets the tone. How the front desk greets them, how the provider explains treatment options, and how team members coordinate behind the scenes ALL contribute to a seamless or chaotic experience.

It’s not just about what is said—it’s about how it’s said. Empathy, tone, body language, and clarity all play key roles. Communication affects patient trust, treatment acceptance, team collaboration, and even stress levels within the practice.

Why It Often Goes Unnoticed

Unlike technology upgrades or new equipment, improved communication doesn’t arrive in a box with an instruction manual. It’s not something you “install” overnight. Instead, it quietly shapes outcomes and interactions—without drawing attention to itself.

Many dental professionals are so focused on clinical excellence (as they should be!) that communication becomes something they assume they’re “already doing.” But poor or unclear communication is often at the root of:

Missed appointments
Patient confusion or dissatisfaction
Team conflict
Treatment plan rejections
Inefficiencies that affect production

Examples of Communication Superpowers

Want to see this silent superhero in action? Here are a few real-world examples:

1. Diffusing Patient Anxiety

A hygienist notices a patient clenching their hands during a cleaning. Instead of pushing through, they pause, make eye contact, and say gently, “Are you feeling okay? I can slow down or explain what’s coming next.” That moment of connection changes the patient’s entire experience—and builds loyalty.

2. Turning “No” into “Yes”

A dentist presents a treatment plan, but the patient hesitates. Rather than reiterating the clinical details, the dentist asks, “Can I ask what’s holding you back?” That simple question opens the door for honest conversation about cost concerns or fear—allowing the team to offer real solutions.

3. Preventing a Team Meltdown

A dental assistant feels overwhelmed but doesn’t want to speak up. During a morning stand-up, the practice manager encourages open feedback and listens without judgment. That small act of leadership reduces burnout and creates a safer, more collaborative culture.

How to Flex Your Communication Muscle

Create a Communication Culture

Make it clear that open, respectful communication is a core value. Encourage questions, feedback, and collaboration across all levels of the team.

Use Tools That Support Consistency

Morning stand-ups, patient handoffs, and internal chat systems can improve consistency and reduce misunderstandings. Set protocols and stick to them.

Invest in Training

Just like clinical skills, communication can—and should—be developed. Bring in a coach or attend workshops that focus on body language, conflict resolution, and team engagement/dynamics.

Model It as a Leader

If you’re a practice owner or leader, your words and actions set the tone. Listen actively, lead with empathy, and provide constructive feedback regularly.

Communication = Confidence, Clarity, and Connection

Strong communication isn’t flashy—but it’s powerful. It builds trust, diffuses tension, and turns patients into lifelong advocates. It turns coworkers into teammates. It turns average practices into standout performers.

So the next time your team crushes a full schedule or turns a nervous patient into a smiling one, pause and recognize what made that possible. Chances are, it wasn’t just your instruments—it was your teams invisible thread of clear, compassionate, confident communication.

In other words, the silent superhero showed up again!

Click HERE to schedule a discovery call to learn more about giving communication the spotlight it deserves in your practice.

Communicate With Influence I help dental teams turn conversation into connection—and connection into growth.

How Non-Verbal Cues Influence Patient Experiences in Dentistry

Posted on February 4, 2025February 4, 2025 by Lisa Copeland

When it comes to patient communication in a dental practice, words are only part of the equation. Recent research underscores the significant role non-verbal communication plays in healthcare settings, particularly in enhancing patient-centered care. A study published in BMC Health Services Research in 2023 found that various verbal and non-verbal communication strategies positively impacted all patient-centered outcomes.

Additionally, a 2021 article from Dartmouth’s Geisel School of Medicine highlighted that non-verbal cues, such as body language, can affect rapport, patient trust, and a patient’s willingness to adhere to a treatment plan or medications.

These findings suggest that while the exact percentage may vary, non-verbal communication remains a critical component in patient interactions, influencing perceptions and outcomes in dental care.

The Power of First Impressions

First impressions are formed within seconds, and non-verbal cues play a critical role. When a patient walks into the practice, they subconsciously evaluate everything: the cleanliness of the environment, the receptionist’s smile, and the body language of the dental team.

Posture: A confident, open posture communicates professionalism and readiness to engage. Slouching or closed-off body language can suggest disinterest or lack of confidence.
Eye Contact: Maintaining appropriate eye contact conveys attentiveness and respect. It reassures patients that they are being heard and valued.
Facial Expressions: A warm, genuine smile can put patients at ease immediately. Conversely, a neutral or distracted expression might make them feel unimportant.

In the Chair: Non-Verbal Cues That Matter

Once the patient is in the operatory, non-verbal communication becomes even more critical. Since patients often cannot speak freely during procedures, they rely heavily on visual and physical cues to interpret the situation.

Touch and Proximity: Gentle, deliberate touch when appropriate (such as during an examination) can convey care and professionalism. Being mindful of personal space and explaining actions before initiating contact helps reduce anxiety.
Tone of Voice: Even if the content of speech is reassuring, a rushed or monotone delivery can convey impatience or disinterest. A calm, steady, and friendly tone fosters trust.
Gestures: Simple gestures, like nodding while a patient speaks, show active listening. Avoiding abrupt movements can help maintain a calming environment.
Body Orientation: Facing the patient directly when speaking to them—even if briefly—shows respect and full attention. Speaking while facing a computer or chart can unintentionally make patients feel secondary.

Reading the Patient’s Non-Verbal Cues

Communication is a two-way street. Dental professionals should also be adept at reading their patients’ non-verbal signals to gauge comfort levels, anxiety, and understanding.

Signs of Anxiety: Fidgeting, clenched fists, shallow breathing, or avoiding eye contact can indicate stress. Recognizing these cues allows the dental team to address concerns proactively.
Understanding and Engagement: Nodding, maintaining eye contact, and relaxed posture often signify that the patient is comfortable and engaged.
Discomfort or Confusion: Furrowed brows, hesitation, or glancing around the room may signal confusion or a need for further explanation.

Enhancing Non-Verbal Communication Skills in the Dental Team

Improving non-verbal communication within the dental team can positively impact both patient care and team dynamics. Here are some strategies:

Training and Awareness: Conduct regular training sessions on body language awareness and effective non-verbal communication. Role-playing scenarios can help team members identify and adjust their non-verbal habits.
Self-Reflection: Encourage team members to reflect on their own body language and how it might be perceived by patients. Video recordings of patient interactions (with consent) can be a powerful tool for self-assessment.
Consistent Team Cues: Develop consistent non-verbal signals within the team for smooth, silent communication during procedures. This not only enhances efficiency but also minimizes patient anxiety by maintaining a calm atmosphere.

The Environment as a Non-Verbal Cue

Non-verbal communication isn’t limited to body language alone. The dental office environment itself sends powerful messages to patients:

Cleanliness and Organization: A tidy, well-organized space suggests professionalism and attention to detail, both of which are reassuring to patients.
Decor and Ambiance: Calming colors, comfortable seating, and soft background music can create a welcoming atmosphere.
Team Presentation: Professional attire, name badges, and a cohesive dress code contribute to a polished, trustworthy image.

Case Study: The Impact of Non-Verbal Cues

Consider two dental practices:

Practice A: The receptionist barely looks up when a patient enters. The dental assistant avoids eye contact and rushes through instructions. The dentist speaks in a monotone voice while focusing on the computer.
Practice B: The receptionist greets the patient with a warm smile and friendly eye contact. The dental assistant introduces themselves with an open posture and attentive gestures. The dentist maintains eye contact, explains procedures clearly, and uses a calm, reassuring tone.

Patients in Practice B are likely to feel more comfortable, respected, and confident in their care, even if both practices provide the same clinical quality.

Conclusion

Non-verbal cues are a powerful, often underestimated component of patient communication in dental practices. By becoming more aware of these cues and intentionally cultivating positive non-verbal behaviors, dental professionals can enhance patient trust, reduce anxiety, and improve overall satisfaction. In the end, it’s not what you say—it’s how you say it, without saying a word.

Additional Resources:

bmchealthservres.biomedcentral.com Quality communication can improve patient-centred health. August 21, 2023

geiselmed.dartmouth.edu More Than Words: Body Language and Patient Communication. May 7, 2023

ultimatemedical.edu Nonverbal Communication Skills in Healthcare | UMA. July 9, 2024

Connect with me to learn more about how to Tune into body language in your practice.

Visit Communicate With Influence for more information.

Creative Ways to Celebrate National Dental Hygiene Month

Posted on October 2, 2024October 2, 2024 by Lisa Copeland

National Dental Hygiene Month, celebrated every October, is the perfect opportunity for dental practices to engage patients, highlight the importance of oral health, and recognize the efforts of hardworking hygienists. As a dental team, you can turn this celebration into a fun and educational experience for your patients, all while promoting healthy habits.

Here’s how your dental practice can celebrate National Dental Hygiene Month in meaningful and exciting ways.

Educate Patients on the Oral Systemic Link

National Dental Hygiene Month is the perfect opportunity to expand education to patients about the crucial connection between oral health and overall systemic health. Take opportunities to explain how oral hygiene impacts conditions like diabetes, cardiovascular disease, and pulmonary health.

By emphasizing the oral-systemic link in October, you remind patients that maintaining their oral health can contribute to improved overall wellness, motivating them to prioritize regular screening exams and good oral care habits.

Run a Healthy Smile Challenge

Nothing motivates better than a challenge! Engage your patients in a month-long “Healthy Smile Challenge,” where they commit to maintaining good oral hygiene habits.

Encourage Participation: Provide them with a customized checklist of habits to complete, such as brushing twice a day with a power toothbrush, interproximal cleaning daily, and using an antimicrobial mouth rinse. As an added incentive, offer small rewards or discounts to patients who complete the challenge, such as a free fluoride treatment or a dental care goodie bag.

Spotlight Your Hygienists

Your dental hygienists work hard year-round, and National Dental Hygiene Month is the perfect time to celebrate their dedication.

Highlight Their Expertise: Showcase the skills and passion of your hygienists by creating “meet the team” posts for your website or social media. You could also create short videos where each hygienist shares their favorite tips for maintaining good oral health during the Halloween holiday.

Celebrate Your Hygienists: Make sure to show your appreciation by organizing a team lunch or celebration. A little recognition goes a long way in boosting team morale.

Host a Community Outreach Event

Give back to the community by organizing an outreach event focused on dental hygiene education.

Partner with Local Organizations: You can collaborate with schools, community centers, or nursing homes to provide free dental hygiene information and basic screenings. By promoting oral health in your community, you strengthen the relationship between your practice and local residents, while also making a positive impact.

Run a Smile Contest or Raffle

Smile Contest: Create an interactive experience for patients by organizing a “Smile Contest.” Encourage patients to post pictures of their smiles on social media and tag your dental practice for a chance to win a prize. Offer something fun like a free whitening session or a power toothbrush for the winning smile.

In-Office Opportunity Drawing: Run a raffle for patients who book a prophy appointment during October. Every appointment made could be an entry into the drawing, with prizes like gift cards, whitening kits, or other dental-related goodies.

Team Spirit Days

Bring some festive fun into your practice by coordinating themed days throughout the month.

Dental-Themed Scrubs: Your team can wear scrubs with fun dental designs or matching t-shirts with oral health slogans. You can also decorate the office with balloons and banners that promote National Dental Hygiene Month to create a celebratory atmosphere.

Engage Patients on Social Media

Use social media to spread the word about dental hygiene and engage with your patients outside the office.

Share Tips and Stories: Post daily dental tips, success stories, or educational content about proper oral hygiene. Highlight patient testimonials and celebrate their oral health achievements. Hosting a live Q&A session with your hygienists can also be a great way to interact with your audience and answer common questions about dental hygiene.

Create Engaging Reception Area Visuals

Take advantage of your patients’ time in the reception area by displaying educational materials about oral hygiene.

Showcase Patient Testimonials: Create a slideshow or video that highlights testimonials from patients who have improved their oral health through good hygiene practices. You can also feature infographics on the benefits of regular appointments and good oral hygiene habits.

Support a Charity with Every Prophy

Combine good deeds with good dental care by organizing a charity drive.

Donation Campaign: For every patient who comes in for a prophy and exam during National Dental Hygiene Month, donate to a health-related charity or participate in donating time at a local food bank drive for the upcoming holidays. Not only will patients feel good about taking care of their teeth, but they’ll also appreciate knowing they’re contributing to a worthy cause.

Conclusion:

By incorporating these ideas, your dental team can turn National Dental Hygiene Month into a fun and impactful celebration that benefits both your patients and your community. It’s a wonderful opportunity to educate, engage, and show appreciation, all while promoting healthy smiles!

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.

Thriving in a Crowded Marketplace: 12 Dental Video Marketing Tips

Posted on July 2, 2024July 1, 2024 by Lisa Copeland

In today’s competitive dental marketplace, standing out can be a daunting task. However, with the power of dental video marketing, practices can make a unique and lasting impression, particularly with Gen X and younger audiences. Patients seeking both routine and complex procedures are looking for a dental practice they can trust and feel connected to. Dental video marketing offers a dynamic way to showcase your expertise, highlight patient testimonials, and reveal the human side of your practice, ultimately establishing you as a trusted advisor. Here’s a closer look at how you can leverage dental video marketing to captivate your audience and boost your practice.

The Power of Video Marketing

Dental video marketing is an incredibly effective tool for dental practices. It allows you to engage with your audience in a more personal and memorable way compared to traditional marketing methods. Videos are more likely to be shared on social media, which increases your reach and visibility. Moreover, they cater to the preferences of Gen X and younger patients who are more inclined to consume content in video format. Here are twelve impactful video marketing ideas to help your dental practice stand out and thrive.

12 Video Marketing Ideas

1. New Patient Introduction

First impressions matter.

You don’t get a second chance to make a good first impression. According to Positive Psychology people make an immediate and lasting assessment of you in the time it takes to snap your fingers or blink your eyes.

We spend the rest of our time finding evidence to prove our original impression of that person. Whether it’s true or not.

Creating a welcome video for new patients can help ease their nerves and make them feel more comfortable before their first visit. Introduce them to the practice, outline what they can expect during their appointment, and provide any important information they need to know.

2. Office Tour

A virtual tour of your office is a great way to showcase your facilities and create a sense of familiarity for new and prospective patients. Highlight the different areas of your practice, including the waiting room, treatment rooms, and any special equipment or amenities you offer.

3. Follow-Up Videos

Following up with patients after their appointments or procedures shows that you care about their well-being. A personalized video message can reinforce post-treatment instructions, offer additional tips for care, and remind patients that you are available for any further questions or concerns.

4. Thank You Videos

Expressing gratitude goes a long way in building strong patient relationships. Send personalized thank you videos to patients after their appointments, thanking them for their trust and choosing your practice for their dental care needs.

5. Referral Request

Word of mouth is a powerful tool in attracting new patients. Encourage satisfied patients to refer friends and family to your practice through engaging referral request videos. Highlight any referral programs or incentives you offer to make it even more appealing.

6. Review Request

Positive reviews can significantly impact your practice’s reputation and attract new patients. Requesting reviews through a video can be more engaging and effective than a standard email. Show appreciation for their feedback and explain how it helps you improve your services.

7. Patient Testimonials

Nothing speaks louder than a satisfied patient’s testimonial. Showcase these stories in your video marketing to build credibility and trust. Potential patients are more likely to choose your practice when they see real people sharing positive experiences.

8. Referral Testimonials

In addition to patient testimonials, highlight testimonials from referring doctors or specialists. These endorsements can add an extra layer of credibility and demonstrate the professional relationships your practice has built.

9. Product Recommendations

Patients often look to their dentists for advice on the best dental products to use. Create videos that recommend dental products, such as toothbrushes, toothpaste, and mouthwash. Offer tips on proper usage and explain the benefits of each product. Include mentioning special pricing for any products you have available to patients.

10. Before and After Showcases

Visual proof of your expertise can be incredibly persuasive. Showcase before and after results of various treatments, such as teeth whitening, orthodontics, or cosmetic dentistry. Ensure you have patient consent and respect their privacy in these videos.

11. Team Spotlight

Introduce your team members to create a personal connection with your audience. Highlight their qualifications, roles within the practice, and a bit about their personalities. This helps humanize your practice and makes patients feel more at ease.

12. Discuss Trends

Stay relevant by discussing current trends in dental care. Whether it’s the latest in dental technology, new treatment methods, or oral health tips, sharing this information positions you as an expert and keeps your audience informed.

Conclusion

Implementing these twelve video marketing ideas can help your dental practice stand out in a crowded marketplace. By showcasing your expertise, building trust through patient testimonials, and highlighting the human side of your practice, you can create lasting connections with your patients. Embrace the power of video marketing to enhance your practice’s visibility, credibility, and patient engagement.

Connect with me to collaborate on making your practice memorable through effective video marketing strategies.

Harmony by Design: How Dental Champions Forge Team Success

Posted on April 2, 2024April 2, 2024 by Lisa Copeland

My husband and I finished assembling a particularly challenging family puzzle created from our 2023 holiday photos. The puzzle was difficult due to the duplication of images featuring everyone in identical positions, clothing, and colors. However, the real challenge arose when we discovered a missing piece in the upper left photo! Unwilling to accept an incomplete puzzle, we took matters into our own hands. Using cardboard from the puzzle box, we fashioned a replacement piece and meticulously recreated the image using colored sharpies. Finally, with the addition of our makeshift piece, the family “portrait” was complete, and harmony restored.

Harmony in dentistry is by design. Within the bustling environment of dental practices, there exists a team of unsung heroes whose collective efforts are the backbone of every successful practice. Each person plays a crucial role in the puzzle to deliver exceptional care to patients while ensuring the smooth functioning of the practice.

Dentists

The leaders of the dental team, responsible for diagnosing and treating dental conditions while ensuring the overall health of patients. They perform complex procedures ranging from routine check-ups to intricate restorative work, surgeries, and beyond. Their leadership extends beyond the operatory. Dentists contribute to cultivating a supportive team environment, fostering collaboration and professional growth among their colleagues.

Dental Assistants

Dental assistants are the silent superheroes, providing invaluable balance and support to team members throughout the day. They do it all, from preparing treatment rooms, sterilizing instruments, assisting chairside and ensuring patient comfort. Their meticulous attention to detail and swift actions are essential for efficient days. Beyond their multi-tasking technical skills, they serve as a comforting presence for patients and team members.

Dental Hygienists

Dental hygienists are the guardians of oral health, performing vital preventive and therapeutic procedures. From thorough screenings to patient education, they ensure optimal oral and systemic health. Their expertise in identifying early signs of diseases empowers patients to prioritize dental wellness. In the practice building department, their contributions are invaluable.

Office Managers and Administrators

Office administrators are the behind-the-scenes maestros, managing the day-to-day tasks that keep the practice running smoothly. From scheduling appointments and coordinating patient records to managing billing and insurance claims, their organizational prowess ensures efficient practice operations.
Their friendly demeanor and adept communication skills contribute to a positive patient experience, from booking to departure.

Harmony by Design

In the face of emergencies, this collective effort shines even brighter. Whether it’s a dental emergency or a team member missing for the day, the quick thinking and coordinated actions are essential for effective resolution. Their ability to remain calm under pressure and work together seamlessly ensures the best possible experience for patients and the practice alike.

Conclusion

Dental practices are powered by the collective efforts of the team. Their collaboration and dedication are the driving force behind every successful patient interaction and practice operation. As we celebrate the silent superheroes of dentistry, let’s recognize and appreciate the invaluable contributions of each member forging practice success.

It’s time to shine a spotlight on these unseen champions and acknowledge the invaluable role they play in harmonizing the world of dentistry.

Connect with me if you’re interested in scheduling or discussing:

All-Team Workshops
Practice and Study Club Referral Boost

Generational Smiles: Strategies For Successful Treatment And Product Recommendations

Posted on January 4, 2024January 4, 2024 by Lisa Copeland

Embracing the traditions of my father, a devoted Traditionalist, I continue the endearing practice of tipping with $2 bills.

His unique gesture always elicited smiles and prompted delightful conversations about cherished memories. He created a positive experience with his unique gesture.

As we sorted through his belongings after his passing at the age of 97, we stumbled upon a hidden treasure of… you guessed it, $2 dollar bills!

Tasked with inheriting this collection due to my frequent travels, I’ve adopted the joyful responsibility of perpetuating his legacy. Using these special bills for tips has become a heartwarming and enjoyable means for me to stay connected with him, keeping his spirit alive in the simple act of generosity.

Create a memorable, positive experiences that cater to the diverse needs of every generation

Have you ever found it challenging to connect with a patient or experienced resistance to treatment or product recommendations? The key may lie in understanding and bridging generational gaps in communication styles. Here is a strategic, comprehensive breakdown of four generations that today’s dental practices encounter. Included are insights on how to effectively interact with generational diversity in the dental practice.

Treatment Recommendations: Navigating Generational Differences

Traditionalists (before 1946): Prefer Provider Guidance

Traditionalists appreciate clear and straightforward solutions when receiving recommendations from their healthcare provider. When presenting a treatment plan, aim for uncomplicated explanations that resonate with their preference for simplicity. Emphasize the longevity and durability of suggested solutions, ensuring they align with what suits them best. To bolster their confidence, offer real-life examples of patients within a similar age range who have undergone similar treatments successfully.

Baby Boomers (1946-1964): Valuing Personal Connection

Baby Boomers appreciate thorough explanations and prefer direct communication in person or by phone. They dislike feeling rushed, and taking the time for a relaxed discussion is crucial. Emphasize the benefits of a good smile and sound dental health, aligning their treatment with these values. Given their often-ample resources, schedule their treatments thoughtfully and extend an invitation for further questions.

Generation X (1965-1977): Ideal Plans and Clear Communication

Generation X, characterized by respect for authority and linear thinking, respond well to ideal treatment plans with phased scheduling and payment options. As high achievers, they value dental health for appearance and overall well-being. Follow-up communication, preferably through text or email, is appreciated.

Generation Y/Millennials (1978-1999): Desire Instant Gratification

Millennials are technology-dependent, seeking instant gratification and despising delays. To connect with them, be patient-attentive, provide same-day service, and combine appointments efficiently.

Gen Z (2000-2016): A Future-Focused Approach

Gen Z is future-oriented and prioritizes prevention while being cost-conscious. Deliver explanations and options that emphasize prevention, aligning with their forward-thinking mindset. As advocates for avoiding future expenses, they are an excellent fit for dental practices with a strong focus on preventive care.

Product Recommendations: Tailoring to Generational Preferences

Customizing dental product recommendations is equally crucial. Each generation has distinct preferences, needs, and communication styles that should be considered.

Traditionalists (Born before 1946): Simplicity and Reliability

• Keep it simple.
• Emphasize durability and reliability.
• Use respectful, formal language.
• Highlight products with a long history of success.
• Leverage personal testimonials and word-of-mouth recommendations.

Baby Boomers (1946-1964): Health, Aesthetics, and Trust

• Focus on health and aesthetics.
• Highlight products that improve or maintain appearance.
• Emphasize value for money and long-term benefits.
• Provide detailed information and studies to build trust.
• Adopt a professional and respectful tone.

Gen X (1965-1977): Convenience and Independence

• Offer convenience and practicality.
• Mention time-saving features or benefits.
• Use a straightforward, informative approach.
• Provide options and flexibility.
• Appeal to their desire for independence and self-care.

Gen Y (1978-1999): Technology and Social Values

• Emphasize technology and innovation.
• Align with environmental and social values.
• Utilize visuals, videos, and online reviews.
• Be concise and address cost-effectiveness and customization potential.

Gen Z (2000-2016): Technology and Sustainability

• Leverage technology and interactivity.
• Appeal to their desire for self-expression and uniqueness.
• Showcase products aligning with sustainability and ethical values.
• Use social media and influencers for recommendations.
• Keep the message short and visually engaging.

Conclusion

Adapting Strategies: Beyond Products to Communication

Customization extends beyond products to communication and marketing strategies. Consider different channels such as social media, email, or in-person consultations based on the preferences of the generation you are targeting. Gathering feedback from each generation can help refine recommendations over time, ensuring your dental practice meets their evolving needs and expectations. Embrace these insights to create a successful, patient-focused practice that caters to the diverse needs of every generation.

How Can We Improve Patient Satisfaction And Experience In Our Dental Practice?

Posted on May 17, 2023May 17, 2023 by Lisa Copeland

Elevating the patient journey requires a comprehensive approach

A key aspect of running a successful dental practice is ensuring patient satisfaction and providing a positive experience. Happy patients are more likely to return for regular wellness visits, refer others, and contribute to the growth of your practice. Several strategies and initiatives can help improve patient satisfaction and elevate their experience during dental visits.

Clear and Effective Communication

Clear communication is essential in building trust and alleviating patient anxiety. Dentists and dental teams should strive to create a warm and welcoming environment where patients feel comfortable expressing their concerns and asking questions.

It’s important to use simple, non-technical language when explaining diagnoses, treatment options, and procedures. Taking the time to listen actively and empathetically to patients helps establish a strong relationship.

Additionally, providing written materials, video links, and generationally appropriate resources can help reinforce important oral health information and promote patient education.

Minimizing Wait Times

Reducing patient wait times demonstrates respect for their time and enhances their overall experience. Implementing efficient appointment scheduling and streamlining administrative processes can help minimize delays. Regularly assessing and optimizing the flow of patients in the office can significantly reduce wait times.

Informing patients in advance about any potential delays or rescheduling changes can also help manage expectations and minimize frustration. Creating a pleasant waiting area with comfortable seating, soothing music, and informative reading material can contribute to a more positive patient experience.

Focus on Patient Comfort

Dental anxiety is a common concern for many patients, which can negatively impact their overall experience. Implementing strategies to enhance patient comfort can go a long way in addressing this issue. It can include practices such as using gentle techniques during treatments, providing pain management options, and regularly checking in with patients to ensure their comfort level.

Offering amenities like blankets, headphones for listening to music, or virtual reality headsets to distract patients during procedures can help alleviate anxiety. A calm and friendly demeanor from the dental team can also contribute to a relaxed atmosphere.

Patient Education and Involvement

Educating patients about oral health and involving them in treatment decisions empowers them to take an active role in their care. Dental professionals can use visual aids, models, and digital presentations to explain diagnoses, treatment plans, and preventive measures.

Encouraging patients to ask questions and seek clarification helps foster a sense of trust and engagement. Providing post-treatment instructions and oral hygiene tips, both verbally and in written form, helps patients maintain their oral health and reinforces the value of their dental visits.

Continual Feedback and Improvement

Actively seeking patient feedback is crucial for identifying areas of improvement and enhancing the patient experience.

Implementing surveys, suggestion boxes, or online feedback forms allows patients to share their thoughts and suggestions. Regularly reviewing and analyzing this feedback enables dental practices to make necessary adjustments to their services, communication, or facilities.

Additionally, creating a culture that values patient feedback and making it a part of ongoing team training and professional development can contribute to continuous improvement in patient satisfaction.

Conclusion

Elevating patient satisfaction and experience in your dental practice requires a comprehensive approach that encompasses clear communication, minimal wait times, patient comfort, education, and continual improvement. By focusing on these aspects, dental practices can create an environment that fosters trust, reduces anxiety, and enhances overall patient satisfaction. A positive patient experience not only contributes to the success of your practice but also promotes long-term oral health and encourages patients to become advocates for your services.

To expand your understanding of dental team communication schedule a discovery call with me. During the call, we can delve deeper into the specifics and explore the details you’re interested in.

Bonus: Watch this short video on how wait time impacts your patient experience.

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

Specialty Practice Communication: Challenges & Solutions Part II

Posted on December 6, 2022December 6, 2022 by Lisa Copeland

Part II of this blog series will address the communication challenges and solutions with our Team Members and Practice.

Part I revealed details about the Patient interactions.

While presenting at AAOMS, American Association of Oral and Maxillofacial Surgeons, we began the day with a group activity to identify daily communication challenges. The focus was on three areas: Patients, Players (team members), and Practice.

The diagram above reveals their responses in each category.

Players Challenges & Solutions

Expectations of the Team Are Not Well Defined or Communicated

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

Team communication starts with active listening by all members. Ask thought-provoking questions, be empathetic, and be flexible to increase understanding and decrease misinterpretations. Times are stressful and that impacts morale, health, wellness, and individual performance.

Build a team-centric culture so everyone is 100% involved and committed. Culture is the pulse of your practice! It is the tangible actions and beliefs of your team. It’s also what happens when the leader (not the boss) leaves the room. A strong culture continues to gain momentum by inspiring everyone to participate and indivisibly links everyone together, no matter their department.

Here are a few team-centric ideas to try:

Attend team CE courses, live or virtual, all year.
Set goals for attending conferences and share information after the conference in a team meeting.
Assign a volunteer “wellness officer”, someone to check in on employee health and monitor the pulse of the practice.

Empower your team with problem-solving skills.

Have an SOP developed by the team members as a guide to handling specific situations: team member conflict, difficult patient, HIPPA, OSHA…
Because the guidelines are rapidly changing, you need to have a leader to constantly study and update the APPROVED guidelines to keep everyone informed.
We can’t anticipate every issue that may occur, but you can prepare your team with diverse problem-solving skills, which are crucial when facing an unanticipated situation.

Negative Team Feedback

Negativity is contagious and impacts everyone. What started as ONE now becomes many negative experiences. Getting to know each team member and their communication preferences is a great place to start. Communication interpretation is generational as well.

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.

Your team relationships benefit from increased meetings and intentional communications throughout the year. I offer a presentation to dental teams focusing on meeting structure and customized outcomes which can improve your productivity significantly

Practice Challenges & Solutions

Bi-Directional Miscommunication Between the Doctor(s) and Team Members

Levin Group’s 30-year ongoing study of the top 10% producing practices revealed that they all had a culture of accountability within the practice.

The study indicated six ways to improve accountability:

1. Deadline/CTA – No deadline = No accountability

2. Realistic Time Management – How long, relative to the deadline

3. Deadline Flexibility – Allow for positive negotiation

4. Encourage Comments – Creating new strategies for completing the task and allows for renegotiating a deadline

5. Explain the desired results – Understand the task assigned

6. Encourage Questions – Thoughtful questions save time and energy. The desired result is more likely to be achieved.

The more accountable the team, the more efficient the practice, and the better the systems are followed. This all typically leads to higher profit, performance, and productivity. Happy culture and satisfying careers for everyone. Every team member does what they agreed to do.

Incomplete Information from Referral Practice

Make it easy for practices to provide a complete referral document. Assign one person to spearhead the referral process so things don’t fall through the cracks.

Starting with the patient handoff in the referring office. Discuss the communications that occur before the patient meets your practice. Make it personal, positive, and professional.

For example:

Hygiene to Office Manager in a General Practice

“Sharon, this is Linda our office manager. She will be taking care of you to schedule your next appointment with the oral surgeon and answer any questions you have about the implant treatment we recommended today”.

Design a handoff blueprint that referring offices have as a template in their software. Hint, make all the fields required so they don’t skip any information. Referral information should be sent promptly and include all the information needed. Request that the patient schedules the appointment with your practice while they are in the referring office.

Customize the information you need specifically for the treatment recommended. Expand on this list in an all-team meeting.

Date seen
Pt Name
Pt Age
Special considerations
X-rays-sent electronically
Pt history of the area
Diagnosis
Instructions

Every office is unique in its communication challenges. However, some common, repetitive issues occur. The more organized we are in preparing our team and referring offices, the better the outcome for all.

Watch Communication Tips on Study Club Referrals

Specialty Practice Communication: Challenges & Solutions

Posted on November 1, 2022November 1, 2022 by Lisa Copeland

Part I of this two-part blog series will address communication challenges and solutions with our patients.

While presenting at AAOMS, American Association of Oral and Maxillofacial Surgeons, we began the day with a group activity to identify daily communication challenges. The focus was on three areas: Patients, Players (team members), and Practice.

The diagram above reveals OMS team responses.

This two-part article will share the solutions we collaboratively developed.

Patients

The Patient Disregards Pre- and Post-Operative Instructions

Create a pre- and post-op video for each procedure and text the link to the patient instead of , or in addition to, a folder of papers for them to read.
Offer a (mandatory) pre-surgical virtual session, included with the surgical fee, to review the procedure and the caregivers’ responsibilities.
If you have five cases of wisdom tooth extractions, offer one session to all of those patients together. Bonus: They will learn from each other’s questions!

I recently had surgery and they required I attend a virtual session with the surgical nurse 2-4 weeks before the surgery. My husband voluntarily attended, which they loved! It was a fantastic way to prepare us for the event, ask questions, and learn from other people’s questions.

Patients Reluctant/Argumentative About Mask Wearing

Unfortunately, this is a problem in healthcare since COVID-19.

Prepare the patient both verbally and in writing at every opportunity that they must wear a mask when visiting your office. If they are not willing to comply you will be unable to continue to treat them.

‘Helicopter’ Caregivers

This is where office protocols created by the entire team are helpful. Make it an all-team meeting activity. Creating a script for a situation helps the team have guidelines on responding to a helicopter parent or caregiver.

For example, “We have found that children behave better and have a more positive experience if the caregiver is not in the room. We will keep you updated about the procedure; however, we do not allow anyone but the team members in the operatory.”

Your policy needs to be in writing and reiterated at every interaction, so the caregiver is aware and compliant.

Office Language Confusing to the Patient

As dental professionals, we must remember that the language we use all day is not terminology that patients understand. Changing our language choices to improve communication and outcomes will make the patient more comfortable and trusting and improve case acceptance.

Download the OMS Language Choice Chart below can get started.

Specialty Practice Language Choices

Scheduling and Cancellations

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 helps with patient loyalty.

You know the situations that occur in your practice. During an all-team meeting develop solutions together that you may not have considered.

These are a few solutions to get you started.

Rate your patients, A, B, and C based on appointment reliability and payment status.
Fill your schedule with dependable patients. No-shows and cancellations, and outstanding balances should be lower-tier patients.
Create a structured 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.
Let them know that if they cancel again, they will be charged a percentage of the procedure cost for any other cancellations.
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.

Tune in to Part II

Stay tuned. Our next blog will be discussing the communication challenges and solutions for the Players and the Practice in specialty practices.

Bonus Communication Tips

Watch the 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.

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.

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.