Category: Team and Patient Communication

Successfully & Ethically Recommending Products to Patients

Posted on by Lisa Copeland

One of the conversations we have quite frequently throughout the day with our patients is a recommendation for a specific procedure or product.

As dental professionals, we all know that very few patients follow through with recommendations once they leave the office.

WHY IS THAT?

We need to make it as appealing and easy as possible for the patient to want to use the products you are personally and professionally endorsing.  They want to know what our preferences and routines are.

The first step to success is stocking the products in your office. I have participated or initiated this in every office I have practiced in.

Most companies offer practices a bulk order discount or online ordering memberships that are significantly less than retail pricing. Getting started is easy. Invite your local company sales specialist to provide a lunch and learn for your team to investigate the products and pricing options that would be the best fit for your practice. They usually have unique marketing ideas for you to implement as well.

CAUTION: MIND SHIFT AHEAD: THE “COURAGEOUS CONVERSATION”

Many dental professionals tell me they do not want to ‘sell’ to patients.                     

We are providing patients with choices every day that will improve their oral/systemic health.  The bottom line is, from presenting treatment plans to product recommendations, we are advocates continually partnering with our patients to achieve the best possible outcome.

THAT… my friends is ethical ‘selling’!

NOT WHAT, BUT HOW WE SAY IT

Throughout the appointment, we build trust, respect, and relations.  When the patient education time is right, HOW we initiate the conversation is key. If we start the recommendation with a negative statement, we often create an awkward conversation. For example:

“I’d like to show you a new product to try at home that could help you with your problem areas.”

TIP:  It’s all about me and what I want you to do.

“It’s a little messy but you’ll get used to it after a while.”

TIP:  The patient probably won’t be very enthusiastic about trying it.

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On the contrary, if we ask the patient for permission to show them a new product that you have had great success with other patients, they will be more accepting of the new information.

TIP:  We are expressing concern and respect.

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Intentional communication might look like this.

“Jerry, you’re doing well removing plaque from your front teeth, your smile is beautiful!” “You do have several areas that concerned the doctor and me on your back teeth.

TIP:  You have vs. we found, or I see puts the ownership on the patient

“Can you tell me more about your daily routine for taking care of your mouth?”

TIP: Open-ended questions/answers can reveal patient habits and challenges which you can address with your recommendations.

“I have been using and recommending a new power toothbrush and love it.” 

“I have recommended this product to several patients with similar areas of concern to yours and they have had great results.  Can I share some information with you about it”?

If you are interested, I will be sure to give us enough time before you leave for me to demonstrate, in your mouth, how you would use it in specific areas to decrease the inflammation/hemorrhage areas that you have.

TIP:  As a convenience for you, we have this product available for purchase at the lowest retail price.

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By using this communication strategy, you will find that your patient compliance improves which positively impacts their oral/systemic health.

I encourage you to partner with your patients and give it a try. 

You won’t be disappointed with the results!

September is National Preparedness Month: Has Your Practice ‘Preparedness Kit’ Been Updated?

Posted on by Lisa Copeland
Parleys Canyon Fire, UT

Last month we were evacuated from our home, in Park City, UT, due to the Parleys Canyon Fire raging toward our mountain homes.  The smoke plume expanded quickly, directly behind our neighborhood.

In 2021, Utah has experienced one of the worst droughts in history.

The fire started at 1:30 PM on a Saturday. By 2:30 PM we were receiving possible evacuation text and email notices. At 4:30 PM we were told to evacuate, quickly!

We called friends that lived out of harm’s way to seek refuge, which they did with open arms. 

As we packed the essentials: cloths, computers, work files, passports, bikes, ski / snowboard equipment, and a few cherished photos, we planned the logistics of moving 3 vehicles. One being a 1967 Camaro fondly named “the mistress”.  Within an hour, we left our home, not knowing what we would return to.  Hoping for the best possible outcome.

As we exited the neighborhood, we laughed at the number of cars we saw with bikes and skis included in their evacuation essentials…living up to the true Park City life reputation!

The first responders had amazing systems in place and they were executed flawlessly.  The symbols in the upper right photo are indicating no occupancy on first and second knock on our front door. 

As we drove around the neighborhood the following week we could see varying hieroglyphics on driveways indicating the occupancy status. 

Mother nature came through with a horrific thunderstorm that swept through the area after 3 days of battling the fire with 0% containment. Within 24 hours the fire was 40%, then 80% contained. The bonus was the double rainbow, ending in our neighborhood.

We feel very fortunate and are so grateful and appreciative of the heroic efforts of our community responders and neighbors.

September is National Preparedness Month and the 2021 theme is “Prepare to Protect.”

COVID-19 has had a similar crisis pattern on dentistry.

Practices were forced evacuate. Upon re-opening, we needed to evaluate and restructure our recovery plan in order to protect our practice and team.

When we experience traumatic events personally, it forces us to evaluate our reactions, protocols, communications, and systems.

This sparked my curiosity and I wanted to explore the steps you may have taken since your evacuation to structure your practice differently?

TEN ideas to pack into your Preparedness Kit as a future safety net for your practice.

  1. Have you upgraded your technology and trained all team members in more efficient / effective communication strategies?
  2. Do you use text messaging to engage with your patients and team members more frequently?
  3. If you lost team players, what are you doing differently to attract and retain new team members?
  4. Has your team revisited your annual goals and made adjustments?
  5. How are you expressing appreciation to your current team members?
  6. What did you execute really well during your shut down?
  7. What could you have done better?
  8. Are you working to create an emotionally safe environment?
  9. What have you done to attract and retain new and loyal patients?
  10. How do you and your team step away from dentistry and have a little FUN?

Preparation and planning are the pathways to practice success.

How to Improve Treatment Case Acceptance

Posted on by Lisa Copeland

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

Dental practices pushing services rather than focusing on the wants of the patient will see their revenues dwindle over time.

We must have a strong culture in order to be patient-centric because it requires knowing the patient and catering to their wants.

If there is a service that they need but do not want, IT IS THE TEAMS JOB to influence the patients’ mindset from a need to a want.

  • First, we have to be able to prove the value of the need to the patient. WIIFT!  What’s In It For Them?
  • The secondary approach is explaining how the treatment will benefit their long-term oral health.
  • Lastly, demonstrate how accepting treatment now will lower their long-term costs

Generations will respond better to treatment recommendations if we close the generational gap and deliver the information to them in the communication style they expect.

Baby Boomers

  • Need thorough explanations
  • Prefer conversations in person or by phone
  • Value an appealing smile and optimal dental health
  • Allow time to have a relaxed discussion
  • Schedule treatment and invite them to contact you with any other questions

Generation X

  • Respect authority, follow rules, and are often linear thinkers
  • High achievers, but not always creative thinkers
  • Recommend ideal treatment plan(s) with phased scheduling and payment options
  • Focus on good dental health for appearance and as part of total body care.  
  • Appreciate follow-up communication with text or email as their preferred engagement

Generation Y (Millennials)

  • Technology dependent
  • Want instant gratification, and are intolerant of waiting
  • “What is best for me?” attitude when it comes to dental care decisions
  • Be patient-attentive, without interruptions
  • Provide same day service and combine appointments

Gen Z (Age 5 – mid-20’s)

  • As digital natives they expect the use of advanced technology
  • Look to the future and are very money conscious
  • Want explanations and options that focus on prevention 
  • Goal is to avoid expenses in the future, that could be addressed now 

Sticky Notes Or Apps To Stay On Task?

Posted on by Lisa Copeland

“Sticking to a checklist itself can not only help you increase focus, but crossing off each task may have cognitive benefits as well’.

Whichever process we apply: sticky note, app, calendar, or one of my favorites, highlighting, we can successfully achieve task completion by applying a single task action.

According to The Brain-Healthy Reason You Should Make Checklists, a systematic approach to our day can improve our wellness. If we are unable to complete a task, it can impact the quality of our next activity.

How Can We Apply This to Our Daily Tasks in Dentistry?

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Let’s break it down by dental practice departments.

ADMINISTRATION

Start the day by prioritizing and rating what needs to be completed.
We all know, the reception area has continual interruptions all day, every day.
In order to allow each person time to complete their priority tasks, rotate the admin team members to a “quiet zone” where disruptions are limited.
• Confirmation calls
• Insurance verification emails / calls
• Patient follow up from previous days’ procedures
• New patient scheduling
• Consultation / informational calls

DDS / DMD

The schedule dictates where the doctor spends time for the day.
It is critical to schedule procedure time matched with provider time accordingly.
Remember, each provider has different procedure completion times.
If your practice uses a scheduling template, be sure to adjust for each provider!

Wait times can impact office reviews, which in turn affects production and growth!
Watch my latest VLOG addressing the 20 minute rule.

In the Morning Stand-Up (aka Huddle), identify the available times that the doctor can address urgent issues and return calls / emails.
• Midmorning – Call referring doctors about patient treatment plans
• Before / After Lunch – Follow up with patients who need direct communication from the doctor
• End of day – Lab case review, study club collaboration

HYGIENE

Everyday tasks can become overwhelming and time consuming.
Having a process in place to systematically approach the day will reduce stress and help you complete the goals.
• Patient follow up from previous days’ procedures
• Follow up email / text to patients regarding information you discussed
• Referral follow up / call / closure if indicated
• Instrument sharpening
• Operatory re-stock

ASSISTING

Dental assisting requires multitasking and staying organized to keep the clinical cases, now-time treatment, and day running smoothly.
• Patient calls
• Lab work: impressions / models, whitening trays, lab Rx…
• Checking in / reviewing cases for delivery
• Ordering clinical supplies
• Operatory re-stock
• Sterilization monitoring

Throughout my 30-year career, I have been employed for every position in the office, except the doctor.
Which gives me an undeniable appreciation for every team member’s role and responsibilities.

Let’s commit to working smarter, not harder, by using a systemic approach to over achieve our practice goals.
Your brain will thank you!

Being Authentic Builds Your Dental Practice

Posted on by Lisa Copeland
Dental Professionals Are:

IF YOUR EMPLOYEES AREN’T THRIVING PERSONALLY AND PROFESSIONALLY, YOUR PRACTICE MAY BE STRUGGLING

According to Gallup Workplace, COVID-19 challenges are influencing your team dynamics. 

Employees are craving clear, honest, direct communication.  The reality is, many employees are disengaged and feeling anxious about their job or career.

Work is a stabilizer in good times, and more so in bad times. Focusing on the team’s wellbeing is essential for better team performance.

The Well Being Five are identified as:

Career         Enjoying your career and having motivation to reach goals

Social           Having supportive relationships

Financial     Stability to decrease stress

Community Feeling safe with a sense of pride

Physical       Health that allows you to complete daily tasks

As a leader, maintaining practice health is a delicate balancing act which requires the entire team to embrace: new guidelines, compassion, active listening, and empathy.

FOCUSES ON PRACTICE WELLBEING BY FOLLOWING THE THREE C’S:

COLLABORATION

Decide as a team the direction the practice is going post COVID-19.

  • Schedule a semi-annual team meeting to evaluate, discuss, and plan the remainder of the year
  • Meetings should follow a specific, timed agenda with each team member participating
  • Utilize engaging strategies such as: polling, breakout rooms, surveys, interactive handouts, and Q&A,
  • Every team member has leadership skills, coach them to shine in their area of expertise

COMMUNICATION

Invest in your team and level up your listening and communication skills.

  • Has your team every worked with a communications coach? 
  • Do you have stand-up (huddles) meetings daily?
  • Are you engaging the team in weekly, monthly and annual meetings?
  • Have you updated your mission statement AND does everyone support it?

CONNECTION

Staying connected and confronting the business of dentistry with our teams is essential.

  • Daily touch points with each team member is a communication must in our new routines
  • The younger employee, the more check-ins needed
  • Provide continual updates on the status of the business
  • Practice empathy, openly, with all employees

BE INSPIRATIONAL

BE AUTHENTIC

ENABLE UNITY

STAY WITHIN THE REALITY OF THE SITUATION

SEVEN RESET STRATEGIES FOR PRACTICE ADAPTATION

Posted on by Lisa Copeland
HIT THE RESET BUTTON WITH ENTHUSIASM

Right now, as our dental offices begin to re-open, constant changes are inevitable. Having a positive mindset and looking at change enthusiastically will help us adapt and move forward.

  1. New process or procedure implemented backfiring?
    • RESET with a new strategy.
  2. 90-minute hygiene appointment went really well and you had 15 minutes of time open? 
    • RESET to 75-minutes.
  3. Patient entry / exit through the same door creating overlap? 
    • RESET and have entry through the front door and exit out the back door. Assuming you have dual entries.
  4. Want to eliminate your complimentary beverage area?
    • RESET by changing it into a sanitization station.
  5. Transitioning from emergency treatment only to propriety patients?
    • RESET to schedule elderly, immunocompromised for the first appointment of the day to reduce their risks.
  6. Concerned about low PPE inventory?
    • RESET by considering teledentistry with no exam at hygiene therapy appointments.
    • RESET by staggering / extending hours in shifts with the same team members working together to minimize exposure.
  7. Rescheduling patients that were displaced during shut-down?
    • RESET and schedule patients using a category system:
  • GOLD = Reliable patients who are: timely, pay invoices, rarely cancel, combine restorative and hygiene therapy
  • SILVER = Solid patients with occasional schedule changes
  • BRONZE = Cancel or no show more frequently, slow making payment

BE INSPIRATIONAL

BE AUTHENTIC

ENABLE UNITY

STAY WITHIN THE REALITY OF THE SITUATION

PRACTICING H.O.P.E.

Posted on by Lisa Copeland

The world is in a very fragile state.

Every interaction should imply H.O.P.E.

Honesty

Open honest communication is always the best way to approach a fragile situation.

Options

Provide people with options: 

Patients: Would you like to reschedule your appointment for June or would you like us to call you when our office is reopened? Please keep in mind we have many patients to re-schedule. You may not get in as quickly as you would like.

Vendors:  Can we place a hold on our auto shipment until we are back in the office, or should we accept the next one and get our office supplies fully stocked.  How are other offices handling this?

People

Focus on people…not the processes. 

Everyone is feeling isolated and anxious. Take the time to actively listen to everyone you interact with.  It will benefit you in the long game.

Empathy

Empathy is a gift.

People are in different stages of dealing with this: 

Fear, Acceptance, Opportunistic

Try to recognize where that person is and realize that individuals handle stress differently.

If we can get to Acceptance, that is where we begin to move forward and become creative!

Keep in mind, some people may never be able to leave the fear / impulsive / protection stage.

Copyright 2020 Lisa Copeland. All Rights Reserved

Make Time to Focus ON Your Business

Posted on by Lisa Copeland

iRONMAN COMMUNICATION TIP

Make time to focus ON your business!

Having grown up in PA, Punxsutawney Phil was a celebratory day every year. Phil is a groundhog in Punxsutawney, Pennsylvania. On February 2 , Phil did NOT see his shadow which means spring is on the way and it’s time to come out of hibernation.

Punxsutawney Phil 2020

Is your practice ready to Spring into action with new marketing tactics?

DENTAL DRILLS

Monthly Promotion

Each Month, promote a special on a selected procedure.

February is National Children’s Dental Health Month. According to an AAPD national survey, only one in four parents are taking their child to the dentist by his or her first birthday, the age recommended by leading health experts, which means that children’s teeth are at risk. Offer a free new patient exam for children 1 year old. Read more HERE about AAPD focus for February.

Try a New Marketing Platform

Adding a social media platform to your existing marketing plan may help you reach a wider range of existing and potential patients.

· YouTube Channel

· Twitter

· Instagram

· Facebook Page

Try posting a short video, VLOG, instead of a blog or newsletter.

Newsletter Brag

Have you implemented new technology or a new procedure into your office menu? Shout it from the roof top…or add it into your VLOG, so people know you are up-to-date with the latest and greatest!

ARE YOU GETTING TO THE ROOT OF YOUR PROBLEM?

Have you surveyed your patients on their preferred method of communication? According to ZipWhip, ALL generations prefer confirmation via text. Research shows that SMS (text) open rates are as high as 98%, compared to just 20% of all emails. And, on average, it takes 90 seconds for someone to respond to a text and 90 minutes to respond to an email.

WHERE IN THE WORLD IS LISA?

My dad turned 95 years old with a surprise party hosted by my sister. As a traditionalist, he was raised on a farm in Lancaster PA, Pennsylvania Dutch territory. His mother passed away when he was 14 and his father and siblings ran the farm. He served in WWII at age 17, on the USS Alaska.  Married to my mom for over 50 years and retired from a lifelong career at the Bell Telephone Company after 50 plus years of  employment. His stories  of life and hardship are amazing. Our family wanted for nothing and lived a very modest lifestyle. 

Knowing what my dad has experienced in his life, when I work with traditionalists in my audience or dental practice, I always take the time to show my respect and get to know where they came from and what’s important to them.  It means so much to them and improves our relationship exponentially.

Happy birthday dad.  He is aspiring to hit 100!

The Communicator

Posted on by Lisa Copeland

iRONMAN Communication Tip

Rewarding your existing patients reinforces their loyalty to your practice. 

A simple gift and a thank you goes a long way! 

Treatment completion gift 

If a patient invests a certain dollar amount into your practice, reward them!

I worked in an implant prosthetic practice and we would customize a gift based on the patients’ personality. Ideas that my offices have used in the past are:

· Restaurant certificate to “try out their new choppers”

· Photography session to show off their new smile

· Donation to their favorite charity

· Flowers delivered to their office, thanking them for the trust they placed in our team

Dental Drills

As the year comes to an end I would like to say thank you to everyone involved in my personal and professional life for your support.

You are the reason my business exists and I am grateful for your continual support!

Are You Getting to the Root of Your Problem?

Rewarding your patients is one aspect of marketing your practice successfully.

The other, is recognizing and rewarding your team on a consistent basis.  Learn more about  how to customize team rewards in my latest blog HERE.

Where in the World is Lisa?

The long Thanks Giving weekend brought 20” of snow to Park City and kicked off our winter sport life. 

We snowboarded, snow shoed,  and had cozy dinners with friends.

Pinebrook, UT

I am swimming regularly in a magical outdoor, moonlight ,salt water pool while the snowflakes dance in the sky.

Life is good.

Find the magic in your life  and team every day.

I wish you all a wonderful holiday season and look forward to a healthy, prosperous, and happy 2020 for all.

Read Lisa’s Blog

What Communication Challenges Do You Have?
What dental communication topics would you like to know more about?

Share your ideas here and we’ll include them in upcoming newsletters.

ABOUT LISA COPELAND, RDH, CSP 

IRONMAN™  training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line.  In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

Copyright © 2019 | Communicate With Influence | All rights reserved. 

Thank you for your interest in receiving The Communicator news and updates!

Our mailing address is:
7539 Stagecoach Drive
Park City UT 84098

Dental Professionals: Serve, Don’t Sell

Posted on by Lisa Copeland

iRONMAN Communication Increases Business Productivity

Lisa Copeland RDH, CSP
GLOBAL SPEAKER /  IRONMAN™COMPETITOR /GEN X

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iRONMAN Communication Tip

Focusing on the patients Wants vs. Needs serves the patient rather than selling to them.

How do we balance our approach to create a positive experience for our dental patients that makes it easy for them to say ” YES” to the treatment prescribed?

My latest blog gives you a template for treatment plan delivery that will increase your “YES” rate.

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Dental Drills

The “O” in iRONMAN is for Opportuniy

There are several ways you can transform patient treatment plan obstacles into opportunities.

1. Provide uninterrupted attention.  Unique qualities define each generation. Learning, understanding, and respecting each patients’ values is a powerful strategy to build your practice cliental. Applying a specific generational language to each patient will transform treatment plan obstacles into opportunities.

2. Switch things up!  Breaking the patterns of expectation with your patients will grab their attention! Now they are ready to actively listen and participate in decision making and taking action. 

3. Step outside the operatory.  Create a comfortable, private environment to present the patient with their treatment plan options.  The more relaxed a patient is when discussing treatment and finances, the closer you will get to “YES”.

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Are You Getting to the Root of Your Problem?

In order to increase your treatment case acceptance, everyone on the team should be participating in a regular “check-up” with their communication skills.  We update many of the office processes and products, and protocols regularly:  emergency medical kits, patient health history, instruments, equipment…you get the idea. An annual team communication refresher should be a part of that process. Here are a few ideas to get you started in leveling-up your team / patient communication strategies.

· The entire team attends a conference workshop targeting communication.  This means Dr. too!

· Carve out time at your annual planning meeting to have a communication specialist present a topic specific to your practice needs.

· Collaborate with your team to asses what conversations are working and which ones are not. Keep reformulating the conversations that are getting positive results.

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Where in the World is Lisa

When was the last time you faced a fear?  I seem to be tackling that challenge monthly lately, and I am beginning to like it!

Last month I tried downhill, mountain biking at Deer Valley Ski Resort, UT.  My first  challenge took me down memory lane, to the days of mastering loading onto a ski lift.                           

As I do with most new adventures, I:

· Observed other bikers approach the bike mount chair

· Listened to directives

· Acted by stepping up to the line to mount my bike on the chair lift. 

Success….insert happy dance here!

There I was at the top of the lift, ready to start riding down…yikes! 

My husband is a great mentor for setting me up for success.  He pushes me out of my comfort zone, yet  is always there to offer support, remind me to smile, and join in when I laugh at myself.

Not only did I survive, I really enjoyed learning something new, knowing it was a skill that will contribute to better overall mountain biking.

Lessons learned that we can apply to our dental practice.

1. In order to improve our business, we need to get out of our own way and comfort zone.

2. We all need mentors to enhance our success.

3. Challenge the office process and procedures.  Is the way we have always done it the best way, or should we  upgrade?

4. And lastly, one I have always been able to apply, keep a sense of humor.

Follow my lead and take a new challenge to level-up your team and your practice.

Good luck, I am routing for you!

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Read Lisa’s Blog

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What Communication Challenges Do You Have?


What dental communication topics would you like to know more about?
Share your ideas here and we’ll include them in upcoming newsletters.


_________________________________________________

ABOUT LISA COPELAND, RDH, CSP

IRONMAN™ training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line. In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

If you’d like to learn more about Lisa or book her to speak at your event please email or call / text 206.465.1637

Dental Relationships

Posted on by Lisa Copeland

iRONMAN Communication Increases Business Productivity

Lisa Copeland RDH, CSP
GLOBAL SPEAKER /  IRONMAN™COMPETITOR /GEN X

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iRONMAN Communication Tip

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Dental Drills

The “R” in iRONMAN is for Relationships.



According to Positive Psychology, people make an immediate and lasting assessment of you in the time it takes to snap your fingers.
Known as the two second rule, a first impression is a lasting impression! In dentistry, great first impressions are important when building relationships and brand loyalty with your patients and team.

The relationships you build with your patients are the cornerstone of your success. When   people like you, and feel emotionally connected to you, they are more likely to follow through with recommended treatment….which translates into practice growth. 

Have a look at my latest blog about dental relationships.

The other aspect of relationship building that contributes to your success is the education and training of your team.  Everyone should understand all of the procedures you are providing and be speaking the same language to each other and the patients. Consistency is critical to build trust.

Discover Lisa’s Seven iRONMAN communication principles here.

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Are You Getting to the Root of Your Problem?

If our patients are distracted or disengaged it’s up to us, the dental professional team, to break the patterns of expectations and re-engage them.
A friendly smile / greeting for every patient. We have all encountered the administrative assistant that knows every patient and their family members the moment they enter your office. They even remember vacation destinations, birthdays and graduations! You may be working with “that” person right now! Never let them go! They are an incredible asset to your practice.

Collaborate in your huddle, (you are having a huddle right?), with your team and identify ways to engage patients scheduled for the day. Be sure to use the “generational language” suited best for each patient. Brush up on generational language customization here.

When we are comfortable and conversation is easy, it puts the patient and the team at ease.

Upcoming events: graduation, wedding, family reunion, vacation, sports,…

Discuss a personal story

Share a family connection

Thank them for a referral

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Where in the World is Lisa

After living in Seattle for 20 years, my husband and I sold everything and moved to Park City, UT.  Our four criteria for selecting a new  location were: more sun, less traffic, abundant mountain biking, and awesome snow. Check, check, check, and check! It was a huge decision to make such a dramatic change to our comfortable life in Seattle. However, it was the right decision.  We are incredibly happy in our new home, making new friends, and taking on new adventures every week. 

It did not just happen.  It took a lot of hard teamwork, collaboration, sweat, tears, and weight gain too if I’m being honest, to make it a reality.

I’d like to challenge you to think about how dramatic change could impact your dental business.  The world around us is rapidly changing. If we continue to practice the same way we have, attrition will inevitably occur.  Human nature defers change. It’s: challenging, painful, and disruptive. 

What if change brought new ideas and increased productivity into your practice? 

A great place to start is with team building and customizing your internal and external communication. 

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Read Lisa’s Blog

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What Communication Challenges Do You Have?


What dental communication topics would you like to know more about?
Share your ideas here and we’ll include them in upcoming newsletters.


_________________________________________________

ABOUT LISA COPELAND, RDH, CSP

IRONMAN™ training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line. In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

If you’d like to learn more about Lisa or book her to speak at your event please email or call / text 206.465.1637

Managing Dental Patients Wants vs. Needs

Posted on by Lisa Copeland
The want vs. need dilemma is real for us all.

A want is a desire or a wish…like that new pair of furry boots I bought last week!  Did I need them?  Not really, but I justified buying them because I really wanted them. Needs, on the other hand, are necessities or obligations.  I need to fill the car with gas, or I will eventually be stranded.

OPPORTUNITIES

The “O” in my iRONMAN Principles of Communication refers to opportunities.

Dental professionals, does this sound familiar?  A new patient in your practice has several conditions that NEED addressing. He came into your office WANTING to whiten his teeth.

How do we balance our approach to create a positive experience for this patient? What opportunities can we present that will marry his wants with his needs so he accepts treatment and achieves his goals?

IT’S ALL IN THE TREATMENT PLAN DELIVERY

DOCTOR

Thank you so much for trusting our team to be your family dental partner.  What can we help you with today?  I noticed on your health history you are interested in whitening your teeth.  We offer customized whitening to all our patients so you achieve the best results possible. Let’s proceed with your exam and then we can discuss which option is best to whiten your smile. How does that sound?

PATIENT

Great!  I don’t have any other concerns, but it has been a couple years since I had a dental visit.

DOCTOR

Good news, you are a candidate for in-office or take-home whitening and will get a wonderful result with either. Your gum health is fantastic. A regular maintenance therapy appointment is what I prescribe.

Your exam and x-rays disclosed a couple areas of concern: Two cavities between teeth on the UR and a fractured molar on the LL. I’d like to treat the cavities and repair the broken tooth before you whiten your teeth so you do not have any sensitivity with whitening.

We can complete your maintenance therapy, treat the three areas, and start your whitening all in one or two appointments.  Which is more convenient for your schedule?

 PATIENT

Sounds like a plan.  I’d like to schedule two appointments. Thanks for asking.  When is your first opening? 

CONCLUSION:

As a dental team, we should strive for a balance between the dental patients’ needs and wants.  Always respecting their goals, while keeping our dental practice mission in check and upholding the accepted dental standard of treatment.

Treatment case acceptance is all about the delivery!  

Copyright 2019 Lisa Copeland.  All rights reserved.

Opportunity’s Knocking… Are You Opening the Door?

Posted on by Lisa Copeland

After living for 20 years in Seattle, my husband and I moved to Park City. It was a huge decision, but one we were ready to make!
Working together as a team, we strategically made a plan to seize opportunities to embrace our new location and life. We joined mountain biking groups that reveal the amazing, local trails to us. When we see a neighbor walking by, we introduce ourselves. If asked to join in on an event, we say YES! And lastly, we are trying to invite new friends to dinner once a month.
In order to make this our new home, we had to initiate change.
It’s all about creating and seizing the opportunities that are available

OPPORTUNITIES

The “O” in my iRONMAN Principles of Communication represents the abundant opportunities in any dental practice.Recognizing, then implementing, changes regularly will increase productivity in your office.

As a dental business, do you regularly observe your practice from a patient perspective…and make changes?


During your next team meeting create a field trip activity.
Start by having each team member (or partners) participate in a walk-through of the entire office.
List all the opportunities they observe in every aspect of your business: rooms, décor, departments, equipment, communication. Feel free to add categories to this list.

Here’s the challenge…instruct each team member to observe from the patients’ perspective, taking in to consideration the type of patients you want to attract to your practice.

GETTING STARTED

RECEPTION AREA:

Update carpet / furniture / wall hangings / art
When was that picture hung?
Is the furniture well-worn or difficult for a senior patient to use?


Declutter the receptionist desk to boost productivity
According to SmallBizTrends.com less desk clutter makes you more productive.

Implement new technology for scheduling, check-in, and collecting patient information
Update / implement dental software programs to attract younger clientele and also boost production.
Lighthouse is a dental program that I have seen transform practice production significantly. A few of the features to note are: bring in new patients, reactivate dormant patients, patients return regularly, and my favorite, the cancellation fill-in.

OPERATORY:

Maintain and update instruments / equipment regularly

Clear counters for easy room flip and to decrease contamination

ADA Accessible?
Can you accommodate patient / team members with disabilities?


People commonly think of the physical barriers associated with ADA, but there’s more to it… for example, the new, more inclusive logo.

Learn more here about ADA requirements for effective communication.

While I am not the expert on ADA compliance, I can relate and offer guidance in the communication aspect!

STERILIZATION:

Organize the room flow to maximize the sterilization processes


Label shelves / cupboards / products and create a tag-system for re-ordering supplies
Many dental companies provide this service free of charge if you are an existing customer.


Sound-Proof or isolate the sterilization room so patients cannot see / hear the production
Every office I have worked in; the sterilization room was like the office water cooler gathering place. What we forgot about was that the patients could hear our conversations!
I don’t know any dental practice that doesn’t get behind in the sterilization process occasionally and things tend to pile up. By having an easy access barrier on the entrance, you shield the area from the patient’s vision.

CONCLUSION

My challenge to you is to level-up your practice by embracing opportunistic change.
Select a few ideas from the team field trip lists and collaborate on implementation.
Keep in mind that some of the opportunities may need to be planned for in the budget.
Small adjustments can be cost efficient and often have as much of an impact as a larger investment.
Find the balance and start this week by opening the door for opportunity.

Copyright 2019 Lisa Copeland. All rights reserved.

First Impressions Are Lasting Impressions

Posted on by Lisa Copeland

iRONMAN Communication Increases Business Productivity

Lisa Copeland RDH, CSP
GLOBAL SPEAKER /  IRONMAN™COMPETITOR /GEN X

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iRONMAN Communication Tip

Customizing generational communication will increase dental case acceptance.

To learn about dressing to match the patients generational expectations watch this short video created for the Seattle Study Club.

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Dental Drills

The “I” in iRONMAN is for Impression.



According to Positive Psychology, people make an immediate and lasting assessment of you in the time it takes to snap your fingers.
Known as the two second rule, a first impression is a lasting impression! In dentistry, great first impressions are important when building relationships and brand loyalty with your patients and team.

Discover Lisa’s Seven iRONMAN communication principles here.

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Are You Getting to the Root of Your Problem?

Is your practice experiencing a decline in treatment case acceptance?
More importantly, do you know why?
All too often, it is a breakdown in communication when prescribing a treatment plan or in the hand-off to proceed with the next appointment. Here are three ideas to get you started with improving your practice communication:

Verbiage Matters. Be sure every team member is relaying the exact same message patients

Have a Plan. Give the patient a simple road map of the treatment and the steps involved

Follow-up, Follow-up, Follow-up. Designate a team member for all follow-up and determine appropriate frequency

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Where in the World is Lisa

I recently traveled to PA to visit my family and spend a week with my dad, who is 94 years young!

My niece, a Millennial, my dad, a Traditionalist, and I, a Gen X, teamed up to tackle a scenic jigsaw puzzle.

I also watched him collaborate with two colleagues to build a doll house for a donation.

It made me realize no matter what age you are, working together and using clear, respectful generational communication is the key to getting along!

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Read Lisa’s Blog

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What Communication Challenges Do You Have?


What dental communication topics would you like to know more about?
Share your ideas here and we’ll include them in upcoming newsletters.


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ABOUT LISA COPELAND, RDH, CSP

IRONMAN™ training taught me how to be successful in business communication.
As a competitive athlete, I effectively apply lessons learned to help clients transform business communication into profit, performance, and productivity.

My experiences allow me to share meaningful / memorable stories that positively impact your bottom line. In fact, my iRONMAN Principles of training drive my lessons on the importance of generationally effective communication in business.

If you’d like to learn more about Lisa or book her to speak at your event please email or call / text 206.465.1637

Snap Shot of Generational Work Ethics

Posted on by Lisa Copeland

Generational Immigrants

Have you ever wondered why your colleagues make the decisions they do at work?  Sometimes I scratch my head in confusion and other times I applaud in awe at the unique and creative approach to an opportunity.  Then I remember, “Its Generational”!  Recognizing this influences positive team harmony and allows everyone to have a voice.

Work ethics and values are influenced, in part, by generational qualities. Superior inter-generational relationships are built from understanding who we are and how we are perceived.

The first question to ask is, “Who am I”?  The categories are based on a particular span of years and the ethics are developed from experiencing world events during that particular time frame.  Keep in mind you may be a “Cusper”, bridging two generations.  That is the category I fall into.  I am born on the last year of the Baby Boomer however, my qualities are predominantly Gen X.

Below are the generational categories and their common workplace values with the most important one highlighted last on the list.

Traditionalists (1927-1945)

Team player, Indirect, Loyal, Hard Worker, Rule follower, Respectful, Seniority and age correlate.  They want to be recognized for their years of experience.

Baby Boomer (1946-1964)          

Optimistic, Creative, Healthy, Enjoy personal gratification, Workaholic, Uncomfortable with conflict, Want respect

Gen X (1965-1977)           

Positive, Impatient, Goal Oriented, Multi-tasker, To-do lists, Self-reliant, Techno-literal, Question authority, Want flexibility to create work-life balance.

Gen Y (1978-1999)           

Confident, Social, Diverse, Techno-savvy, Tenacious, Multi-tasker, Like flexibility, Inclusion with “like” peers is very important.    

Gen Z (2000-Present) 

Entrepreneurial. Progressive, Less Religious, Individualistic, Digital Natives, Lonely, Diverse, Overwhelmed   

Generational Geopardy

Generations working side-by-side is not a new concept. However, recent years have included four and now five generations in the workforce.  Move over Millennials, Gen Z is just starting to enter the workforce.

Now that we understand ourselves and each other better, let’s look at how we can improve on business relationships and interactions with a game I call Generational Geopardy. Please note, Gen Z is not included due to their limited time in the workforce to date.

Fill in the blanks from the word list below to develop a tool you can refer to for inter-generational communication tips. Each word is used only once.

Generational Geopardy Blanks

Comfortable

Workaholic

In-Person / Telephone

Instant Gratification

Unfamiliar

 

         

          

Although the generations have different values, they also share many similarities and it is wise to recognize them.  Engagement opportunities occur when we respect differences and focus on commonalities such as:

  • We want to be heard.
  • We want to take part in meaningful work.
  • We want to contribute and make a difference.
  • We want to feel genuinely appreciated.
  • We want to be recognized as a person rather than a “number” at work.
  • We want to develop into our full potential.

Generational Communication Application

How do we translate the information we know about each generation into applicable use? Since the Traditionalists comprise less than 2% of our current workforce we’ll work within the other three categories.

One area we could customize is using their preferred method of communication. As a Gen X, I reach out to people via email and text so I can continue to progress through my day efficiently.  That is also the way I prefer people to communicate with me.  However, if I am working with a Baby Boomer, I will either pick up the phone and call or visit their office for an actual conversation!  Oh my!  You might be surprised at the results you get by implementing customized strategies like these.

Generational Geopardy Answers

Success and referrals come from relationship building. Part of that formula is adapting your interaction style.

I challenge you to use the Generational Geopardy worksheet as a guide to customizing your inter-generational communication.  Begin within your team then expand the techniques you master into your company, clients and personal life.

As you strengthen your generational skills and comfort level, you will be perceived differently and respected more by all the generations.

Copyright 2019 Lisa Copeland, RDH, CSP.  All Rights Reserved

Chatter Matters: Using Intentional Vocabulary to Increase Engagement

Posted on by Lisa Copeland

WordsHavePower

The way we communicate to one and all,

Can make or break a 1:1, a meeting or even a call.

Be thoughtful when selecting certain words and phrases…choosing the ones that can pay,

Or you could end up having an abrupt ending to a conversation… and a very long, bad day.

If we insert the right word in the most effective place…we will set a better tone,

Small verbal changes lead
to communication profit…in person or on the phone.

A profession that uses the word BUY… It may behoove you to switch,

INVEST implies a profit, or a win….and much less of a sales pitch.

SELL is a word that many dislike… when using or hearing it aloud,

A CUSTOMIZED RECOMMENDATION however… leaves the client feeling special and proud.

CUSTOMER terminology is universal… but overused and dated,

A  CLIENT is one level up from that and very highly rated.

To make the best impression…a title that will ensure comfort, trust and ease,

Refer to everyone as a GUEST… and include an abundance of touch points, thank you and please!

Chatter That Matters

WAITING ROOM vs. a RECEPTION AREA or LOUNGE …either has a more calming implication,

If your schedule is delayed and the guest awaits…treat them like they’re on a vacation.

COLD CALL can be dis-empowering… for any of us to do,

But an OPPORTUNISTIC VISIT will open doors of unexpected wins…and keep your mindset true.

CLOSING, as in “closing the deal”…can imply termination or the end,

OPEN means the beginning…a partnership in the relationship trend.

EARNINGS gives you an accurate number…and practical information,

PROFIT indicates you have a gain…a positive interpretation.

A BILL gets added to the stack on the desk…to get around to it when you can,

An INVOICE has better credibility… and details the payment plan.

SIGNING a contract or APPROVING a document…which has a better feel?

If you selected APPROVING, you’re on the right track…to better guest appeal.

Select from the chart, one or two words…three if you’re feeling quite smart,

Practice replacing the good with the better…a perfect place to start.

Communication strategies can positively impact… your day to day profit and plan,

You’ll see changes in relationships by implementing positive chatter…and quickly become a fan.

Intentional vocabulary starts with awareness…and a willingness to adjust,

Begin by having a communication plan and a system that you trust.

Copyright 2019 Lisa Copeland.  All rights reserved.

Learning to Embrace the Generational Friction Factor

Posted on by Lisa Copeland

Dad and Gardening

Last spring I decided to plant a garden.  Having grown up in the Northeast region of the US, with a father who is a Pennsylvania Dutch farmer, I was accustom to homegrown delicacies year round!  I now live in the Northwest region, where rain is abundant and sunshine scarce…farming would be challenging.  Before starting, I researched the planting zones and visited a local nursery to chat with the experts.   After purchasing the seeds most likely to thrive and the proper fertilizer and soil, I was ready to begin. Each morning started with an evaluation for the need for watering, weeding and feeding to customize a plan accordingly.  Within a month my efforts were rewarded with a beautiful garden.

The lessons learned were simple, but essential for success. Gardens need customized care based on the exposure to elements:  weather, sun and soil.  If any of the essentials were missing, the garden would not thrive.

The same principles can be applied to our current work force environments.  In order for our teams to thrive, we must customize our generational language to create a harmonious team that is empowered to succeed.

A Generational Snapshot

Looking at generational snapshot in the USA, each have personalities influenced by multiple historic events.

  • Traditionalists, 1927-1945: Great Depression, WWII
  • Baby Boomers, 1946-1964: Moon Walk, JFK / MLK Assassination, Vietnam War
  • Generation X, 1965-1977: Watergate, Oil Crisis, AIDS, Dot-Com, Gulf War
  • Generation Y, 1978-1999: Columbine, OK City Bomb, 911, Katrina
  • Generation Z, 2000-Present: Widespread terror alerts, Global unrest, Abundent global access to information

Generations are Colliding

For the first time in history, we currently have four to five generations in the work force and the Friction Factor is real. Companies, large and small, are experiencing dissatisfied employees and high turnover rates. A recent study by Accenture reports the top four reasons people leave a job are:  lack of recognition/appreciation, internal politics, lack of empowerment and they don’t like their boss.  The majority of reasons why employees quit are under the control of the employer.  From a generational perspective, we can customize our language and interaction with each group to support their needs and create a meaningful environment for all. The right question to consider is, “How do we best appeal to each generation and appreciate them in their preferred language”?   First we need know the various generations of the company.  The Traditionalists and the Baby Boomers include our more senior employees.  Generation X are now middle age, taking on management roles, and Y and Z compile the younger team members.  Each category has a unique potential to contribute to company growth IF we speak in the generational language that best appeals to them.

Let’s say you are a Baby Boomer Director of Sales, about to provide feedback to a Generation Y, Professional Sales Representative.  Your interaction with him / her from a verbal, non-verbal and technological standpoint will influence their motivation and productivity.

 Take the Generational Challenge

Below are six examples of how a company can more effectively communicate with varying generations.

  1. Dress to meet the expectations of the oldest generation. Gen Y, if you have a meeting with a Baby Boomer:
    • Men, wear a button down collared shirt, tie and jacket
    • Women, a conservative dress or dress shirt with a skirt or pants
  2. Generation X prefer to maximize efficiency. Email and text is the preferred form communication.
  3. The older the generation, the more they equate title with respect. Call each person by an appropriate title, “Mrs. Hall”, “Dr. Jones”.
  4. When providing support information about your product, determine which type of resource speaks the right language. Tangible paper resources vs. technology.  Traditionalists and Boomers are not as familiar / comfortable with technology as compared to the younger generations. Choose accordingly.
  5. Gen Y and Z are connected 24/7. Technology and flexibility are company cultures they seek.
  6. Senior teammates build relationships first…business second. Follow up with a personal phone call vs. an email or text.

I invite you to select three challenges from above to customize your generational language to increase employee career satisfaction and company growth. To learn more about how you can apply effective generational tactics in your life connect with Lisa Copeland Communications.

Copyright 2019 Lisa Copeland.  All rights reserved.