Stay ConnectedThis podcast is here to give dentists and all dental office team members, in EVERY position, TACTICAL and PRACTICAL TIPS to:
– Be more efficient
– Have more fun
– Improve doctor and team communications
– Eliminate frustration
– And make your life easier!
Jump in! We are thrilled you have decided to LEVEL UP and be part of the DENTAL A TEAM!
New episodes every Tuesday, Wednesday, and Thursday.
Dental A-Team is all about case acceptance. In this episode, Kiera shares how a practice can double its case acceptance in one month (or even one day! She has receipts!). She gives five tactical tips practices can apply today to refine that acceptance and start upping that percentage of "yes." Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: Kiera Dent- Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera and today is a great day. I hope that you're loving it and I hope that you remember just as a quick little motivational thought for you that what's right is just as available as what's wrong. And I think so often we're looking at what's wrong in my life and why isn't this working versus thinking what's going well, what's right in the world, what's what's and I'm not saying to belittle, miss sunshine and not see all the things that are really going on. But I do think that what we focus on, we attract and we achieve more of. so practices that are high performing practices that really have great cultures, they're looking for what's right in this world. They're looking for the good, the positive, they're building that. But that does not mean that they're not seeing the things that need to be impacted and fixed. And so I just really want you to, to think about that today as we as we tackle a fun topic, and that's about case acceptance. And if you know me, you know that I'm obsessed about case acceptance and Today we're gonna go through how to double your case acceptance in 30 days or even just one day. And it's really true. I've done this multiple times. We've taken practices from 50 % case acceptance to 100 % in one day. I have some practices, they know who they are, they listen to the podcast, shout out to them, where we coach their treatment coordinators. And we've been doing this for several years and we've added multiple millions to their practices. We're not quite to the billions, no pressure team. I know you guys like a good challenge, ⁓ but genuinely, and it's through helping. just people have better lives. And I think about case acceptance and people are like, but you know, case acceptance, Kiera, it's about like money or it's this objection. And I just want to say that realistically, most treatment coordinators, what happens is we accidentally plant weeds in our flower gardens, aka objections in our case acceptance, unintentionally. And I can have the exact same patient, exact same scenario, different treatment coordinator, different result. And so what I found, and this is why I love this, this is where I got my start. You guys know that I'm obsessed with helping patients and teams and dentists just have their best lives possible. And so really just giving you guys some tips on how we can do this, how you can boost your case acceptance. And these are tactical ways. So like take the recipe today, take this in, apply it. But what I want to say is I believe that case acceptance is a journey and it's not an overnight sensation. And these practices I alluded to, again, they are some of my favorite clients to work with. The team is amazing. They show up, they have grit. and they recognize that it is always a next level to improve. And so that's why we work together because we are like, I've trained them for years and yet they keep coming back and we keep refining and we keep going to the next level and we keep improving because there's always a next level within case acceptance. And I think when you recognize that and you see that you can actually be an even stronger treatment coordinator. you guys know, Dental A Team, we are obsessed with making your life better. We love to work with doctors and teams. We love to do it virtually or in person with you and to possibly influence and impact the world of dentistry in the greatest way possible. So I'm so glad you're here on the podcast with us. If you love our podcast, please be sure to like, subscribe, share this with people, leave us a review. I do personally read those reviews and I'm so thankful for you guys. I'm thankful for this community. I'm thankful for ⁓ the, I think just the lives that have been changed. I love meeting you in real life. I love hearing from you in emails. I love. this community of people. I just love people in general. And so I hope that you know that I just truly love and adore you and I hope that you feel that and if I was in person, I'd give you a giant hug today and tell you that I know you're doing better than you think you are. And they're simple tips. ⁓ I can speak very confidently to case acceptance. I was speaking to a candidate that I'm interviewing and there was this there was this humble confidence about them where They didn't have to prove anything to me on the interview. was like, Kiera, I've done this. I've done this many times. It's like, I know how to get the winning championship and it's not hard. And I don't say this egotistically. I will say that I do know how to get case acceptance boosted and our team knows how to do this. And I think this is one of the greatest services you can give your patients is helping them say yes to dentistry that's necessary. And so I hope that you feel that what I'm teaching you today comes from very strong. Experience is not just theories and ideas, but genuinely been there done that done it successfully and I'm here to share that with you So a couple of things is number one. I'm really big on when we are working with this So first steps first I work hard on making sure that we have the right mindset I say mindsets everything So if you think a patient is gonna say no to you You're gonna make yourself correct if you say a patient is gonna say yes to you You're going to make yourself correct. So whichever one it is and to me. I'm like both of those are free Thoughts are free, words are free. Let's pick the ones that serve us. And I'm going to choose the one of everybody says yes to me. I even have doctors that text me and they're like, remember Kiera how you say this? And I'm like, I genuinely believe it. It's because I believe in my doctors. I believe in what we're doing. And I believe that patients deserve to have the best dental treatment and new doctors and new teams are the ones who are going to give it to them. So I'm not going to let this patient leave me just like I'm not going to let somebody who's looking for a great consultant. Leave me, I know we are the best freaking consulting company you could ever have. So if you wanna have the best consultant, call me, call our team, let's work with you because you're going to see results and that's what I'm about. So with your office, same thing, you should have that same level of confidence in your practice. You should be able to say, I want these patients, I'm going to help these patients. Now that doesn't mean I take on their problems, but I do believe that mindset is 80 % of the game of case acceptance. So that's step one is we gotta start with that. Doctors, when you walk into the room, I wanna when you put your foot on that threshold, walking in to do an exam, You come into doctor 2.0, whomever it is, like patients say yes to you. Your job is to give them a very clear diagnosis and to be able to guide them into correct decisions. Words create worlds. What world am I creating for our patients? What am I doing for our patients? Am I helping them see like this is easy to say yes or am I making it so confusing and hard with multiple options? Doctors, I'm calling you out on this. I know you wanna explain everything. You're freaking brilliant, but sometimes that's called confusion. And that makes a patient not wanna say yes to you. Complexity is the enemy of execution. I'll say that again. Complexity is the enemy of execution. So if you don't have clarity and you don't drive people with clean, concise routes, you can give them the options, but let's talk about, do they want fixed or removable? You've got to be very clear and you've got to be very confident when you deliver. Patients are buying your confidence. So number one, I want you to 1,000 % change your mindset. I don't care what you got to do, who you've got to be, but you've got to start with a correct mindset. And if you will do that, your case acceptance will automatically just with that one thing, go up and that's between treatment coordinators, team members and dentists. All of us patients love us. They want to say yes to us and we have a moral obligation to help them. Number two, I'm really big on you guys know we have this where we're going to have doctors having great presentations. So I talk a lot about ⁓ child Dini's principles of persuasion and whether you like those or not, that's fine. Words are free. Options are free. Thoughts are free. Take them if you want them and I'm obsessed with this because if I can get a patient in the mindset of saying yes to me, I've already teed them up into that confidence space. So I recommend doctors when you lean the patient back, you say, can I lean you back? They will say yes. Can I do an exam? They will say yes. This is helping them prime and we're priming them to get them into the mindset to say yes to you. Really, really, really important. And I know you don't want to do this, but guess what? It's very easy. So we have the mindset already there. Then we get them to be saying yes to us. Be very careful treatment coordinators. This does not always apply to you because the last thing I want you to do is do you want to get treatment scheduled? We are not leading them to answers with no. We are only leading to answers of yes. So if you're going to use a yes or a no, you've got to make sure it's gonna lead to a yes. I do not want you planting them with nos. You've gotta be very careful with this. Then step three is going to be, we do comprehensive exams and we wrap it with the NDTR. You guys have heard me preach about this. This was made up in a practice, I don't know, 10 years ago. Shout out to ⁓ my Tucson practice. I know you listened to this. It was your office because your office manager didn't wanna use a route slip. So I made up this acronym that has stuck with us for years and it's become one of the bread and butter of dentistry that I use. And I will tell you, you put this into place, you're going to add multiples to your practice. We call it the NDTR, next visit, date, time, re-care. You get those items, you put it in a nice pretty bow, doctors, you do a comprehensive exam, you make sure you don't have too many of them being crazy. Like get them into pretty much where they're onto one solution. If you are my mom or my grandma or my dad or my brother or my sister, whatever it is. This is what I would recommend for you. If cost wasn't an option, what would you select? You can ask them, what's the most important thing to you? Cosmetic function, cost or longevity. There are ways you can tee people up and then you can guide conversations into exactly what they want. This takes finesse, this takes practice, but ultimately we're after results, we're after the W, we're after helping the most amount of freaking patients that we can, all right? So for you, if you want the W, to me, case acceptance, the way we win is by helping more patients say yes. If you're a great doctor, I want patients saying yes to you. If you're not a great doctor, I want you to become a great doctor so more patients can say yes to you. That's where we're at. So we've got to wrap our pretty little treatment plan up with the next visit. It's clear. What is our exact next visit? Kiera, I want to see you back for the crown in the upper right. I want to see you back in two weeks. That's the date. And I need about an hour and a half of that. Please, for the love of everything, this is step whatever. I don't know. I think this is step three for you. But I want you to make sure it's very clear and concise because Complexity is the enemy of execution. If they're walking up of like, don't even know what treatment I'm coming back for. I don't know what I need to come. A crown is gonna take me all day. I can't do that. Your patient is subconsciously planting objections and why they can't say yes to this. But if you eliminate those, like we're clearing the fog, it's very easy. I just need to see you back in two weeks. I need to see you for an hour and a half and we're gonna take care of that crown for you in the upper right and the fillings. Or we're gonna do implants, whatever it is, I don't care. or like, hey, we're gonna see you in three visits. We're gonna start with the upper right. We're gonna take care of that. Then we're gonna go and do your SRP. And then we're gonna finalize with all the rest of the fillings. I don't care, but make it so clear and simple for them. They don't need it all. And I know we sometimes go, this is where we go from clinical jargon to patient simplicity. Make it simple. When I go in and I'm trying, I remember I was at the van store and this girl was like, so do you want a bag? And I was like, no. Do you want this? Do you want that? Do you want this? I'm like, just like I'm done. You guys mean far too many questions. I don't even want to come back and talk to you. Like keep it. I don't even want to buy it. And I think we often forget that our patients, while we're trying to educate and explain, and there is a line of that, this isn't their passion. And I say that with the most amount of like love, like, know, I know you care about this so much, but they don't. What they care about is, are you the right person? And how are you going to get me healthy and confident? Now they might have questions that they need answers to. That's okay. But for the bulk, people want to know. Where am I at? Why does this need to get done? And what are my steps to get it fixed? I was at the jeweler the other day and like, my gosh, it was like, you have these chips, you've got this, you've got this warranty. And I just, I didn't do anything because it was too much. I don't care about jewelry and chips and this like, is my diamond going to fall out or not? And what do I need to do to prevent that? And then they were like, well, it's this amount. And I was like, okay. But the ring didn't even cost me that much to begin with. So you've got to make sure that it really makes sense to patients in the simplicity. So confidence, number one, you've got that. Words create worlds, you're gonna walk in there. Number two, we're gonna tee them up with giving the yeses. Number three, we're gonna give a very simple NDTR, give it to the patient, make sure it's clear and concise, what is the very next step. It's very clear, very simple for them to go through. And then we take them up to the front office and every person, if they follow this, we use route slips, we have handoffs, I don't care, you can have a virtual. hand off, I don't care, you can type it in, but we need next visit date, time, so we're all saying the exact same thing. So this patient knows my goal for every practice is that that patient leaves the operatory, walks to the front office, which they should not do, but the visual…
Full show notes at the publisherThis episode is all about the stress of people — managing them, working with them, attending to them, etc. Tiff and Kristy discuss what it means to manage results and lead people, and how sticking to systems of accountability in your practice can take a lot of that stress off your shoulders. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners. We are back here today with another amazing podcast. I say that because I just know this is gonna be incredible content. I'll introduce myself again. I realized a podcast ago that I never introduced myself. I'm Tiffanie I am a consultant, a dental consultant here with the Dental A Team. I've been here for a really long time, so I guess I just assume everybody has also been here for a really long time. I think everybody's like my best friend and I sit here. on this podcast, Kristy with you and with all of the listeners, just talking to my best friend. Like that's just how I roll. So I'll take the moment to say hello, welcome. Thank you to those who have been listening for a long time or a short time or a new today. We love being able to reach new people. Part of our mission is to reach as many people as we possibly can. And it's worded much better than that, but that's the gist of it. And Kiera, know, get, Kiera likes to quiz us. every now and again and I fail every time you guys. It's just like words in my brain get jumbled. It's okay, it's totally fine. So our mission is here. We are so excited to welcome you. Kristy, I am excited to welcome you here with me today. You have been on a podcast roll with me. We have busted out so many. I really truly appreciate you for that and for so many other reasons. So thank you for being here today, Kristy. The Dental A Team (01:18) Thank you. Thank you for having me. I'm excited. The Dental A Team (01:21) Yeah, thank you. We have been chatting quite a few things. KPIs, I think this is the month of KPIs and results and it makes sense because Q1 is behind us. We're rolling into Q2 and making sure that we are set for success because my opinion is if we wait until November, but even July, if we're like, gosh, Q3, what are we doing? What are we doing? You're already behind you guys. You got a lot to make up at that point. You might as well just start now. I love this role that we've been on today. We also always get to hit some personal development pieces, which is fun as well. So today, where this podcast right now, we really want to talk about the human side of things. Kristy, something that I notice, I get the luxury of seeing Dental A Team from all of the different sides. I get to see it from sales side, from marketing side, from development side, like all of education, from consulting. every space of Dental A Team, I feel like I have a little toe dipped in there, just because I've been here for so long and I've helped in so many different facets to create what we are doing today. And with that, I get to see all of the different reasons that all of our clients are attractive to us and the people who are not yet clients or have just come for, know, tell me what my gap is and let me work on it. All those people, all the doctors, all the teams, are typically coming and they're saying, I say this all the time, they're saying systems, right? We need systems. Clean up my systems, Kristy. My systems are broken. And they're like, please. And I've watched it. I've watched new to Dental A Team consultants be like, okay, let's start and we'll dig into systems. And I'm like, wait, wait, wait. Do we know that that system's broken? Like, let's take a step back and really figure out what it is, what it is and why you're actually here. because your systems is the word that you're using to describe your issue, your symptom. And what typically is happening is we have stress. Things aren't working. They're not aligning just right. And we think, well, my systems are broken then. And your systems may not be broken. They may need adjusting or we may need to add some systems. We may need to do away with some old systems, right? I've got practices that I'm like, think we're just billing this way because we like to, because we've always done it this way. I have to tell you, side tangent for a second, I love this office and when they listen to this, they're gonna know exactly who they are. I was like, what do you mean you have a black book? What is a black book? Like I don't understand what this is. And they're like, Tiff, like you don't understand how much time we're spending tracking metrics. You're saying we're not tracking. And I'm like, well, I just need them on this Excel sheet. Like where are they at? And they have this old school accounting black book. Like I can't even show you how big it is. It's just like this massive ledger and they have a pencil and these little tiny cells and every day they're writing. The Dental A Team (04:17) you The Dental A Team (04:26) production, adjustments, collections, where the collections is coming from. And I was like, wow, Open Dental tells us all of this every day. You just have to print it. You can even keep it. You don't need to, because it's always accessible. But if it makes you feel better, print it daily and keep it. What are we doing? And so I say that because there are some systems that are just like, we've just always done that. My dad owned the practice and this is how he did it. And it was successful and cool. We can keep doing it or we don't have to. It's up to you. But the stress is actually the underlying issue and it's usually financial stress or misunderstandings, missed expectations. I expected to make more money than I did. I expected to be able to do my expansion and I can't. I expected to have another dentist on board. I expected to be able to find a hygienist. I expected someone else to talk to all the... team members on my team. It's missed expectations and it's stresses. And Kristy, something I wanted to dive into today was really how, one, I do think systems help those things. So yes, there is a deep dive onto the systems, but really understanding the stress behind a lot of it and the why I think is key. And Kristy, I don't know if you noticed this in your office, just tell me what you see. I think one of the number one stressors that I see for doctors, for business owners, and for even office managers who have already taken on this role and doctors have delegated this to them, one of the number one stresses that I see is the stress of people. It's dealing with people, right? Whether it's the patients or the team, but really the HR management side of managing people, like dentistry is not hard, right? Work isn't hard, people are hard. And dealing with that, tends to be the crux of a lot of stress for doctors that they think the systems will fix, which we'll dive into how they can help that. But Kristy, do you agree? Are you seeing that within your practices as well? The Dental A Team (06:34) Yeah, 100 % across the board, whether it's doctors or leadership, it's definitely the people driven. And you hear the things like, people just don't show up like they used to or, you know, those little sayings are, they don't respect our time. And so yes, 100 % from patients to team members, to be honest with you, but people. The Dental A Team (06:55) Yeah. I agree. I agree. I get the like work ethic, like work ethics changed. These Gen Zers or Gen Xers or Gen whatevers. They're different. And I'm like, yeah, they are different. 2020 taught us a lot of things and things are different now. And we can keep standing here saying, you know, we want to be on this box that was old and is breaking or we can move forward onto the new box. I totally agree with that. The Dental A Team (07:03) Yeah Thank you. The Dental A Team (07:25) When I think of stress of people, I agree. I think people can be hard. Managing people can be hard. And I think leading people is a very different statement. And leading people makes management easy, if that makes sense. I believe in managing results and leading people. Systems without accountability. The Dental A Team (07:50) Mm-hmm. The Dental A Team (07:54) lead to micromanagement and a lot of stress around your people management. The Dental A Team (07:59) I agree 100 % Tiffanie, you said that like so spot on. And accountability is one of those things that everybody wants and everybody's gonna also gripe about. But I will also say, I was privileged to go, I think it was one of the HR companies like Cedar, Ben Erickson or one of them had talked about. ⁓ You know, they do this stuff day in and day out. And they said the number one reason somebody will leave you is because you don't have accountability. And the number one thing they'll complain about is accountability. So it really cemented it. I mean, coming from an HR company that deals with people all day, every day, and probably the worst of the people ⁓ saying that really, really taught me that we need that clarity. Every one of us needs that clarity and we all need that accountability. And so you're spot on. And when we can make it about that clarity, what we're looking for and not so much about the person, it makes the leadership a lot easier. You're like, uh-huh. The Dental A Team (09:09) Absolutely. Yes. Yes. And that's, think, what I mean by managing the results. Right? And I even that what you just said right there is like not making it about the person. I just had a call right before we started podcasting. And he was like, gosh, I have, you know, and we've had this. had I had a team member that I was like, my gosh, I think her dryer is broken. Like, she smells like mold. Right. Or we're wearing way too much perfume. that shirt is way too low cut. that's not really appropriate. The Dental A Team (09:16) Yeah. The Dental A Team (09:39) Gosh, I had a girl that would wear the wrong color sweater and I'm like, it's black. Like we just, it's black. That's all we got, black and white. That's all you got, right? And this blue, like I know this Navy is really close to black, but it's not black. Those conversations, those are the stressors, right? It's hard. It's like, come on. And my doctors are like, we're all adults. I agree with you, but we're all gonna do whatever we can to get away with whatever we can. And if we're gonna slide in a Navy blue sweater, because it almost looks black. The Dental A Team (09:45) Hahaha! Yeah. The Dental A Team (10:08) except for next to my black shirt, right? And if I don't say anything, I don't hold the person accountable to our dress code, the next thing I know, she's wearing a light blue sweater. And Marjorie in the back, she decided hot pink was cool today. And I'm like, what is happening you guys? Well, guess what? I didn't hold accountability to the lines. We had a boundary and the boundary was crossed and I didn't use clear as kind and hold the boundary. And it is clear as kind. It's like, hey, love the sweater. Just keep in mind, remember, it's gotta be black or white. I do love it though, it just doesn't fit within our guidelines. Period. There's no questions. And it's kind. I don't dislike the sweater. It's just not appropriate for the office, right? Love the enthusiasm. Let's use this verbiage with that enthusiastic flair. Let's see if we get a different result. The Dental A Team (11:07) Yeah. The Dental A Team (11:07) It's less about, because it's not the person. She's not a bad person for trying to wear a blue sweater. She was in a hurry. She was in a hurry that morning and she grabbed what she could and she thought it would be fine. I remember the day like it was yesterday because she was like, what? It's fine. And I was like, it's not. I get it and I understand. But if I don't say anything, like if I'm going to say something to someone else, I have to say it to you too. And it's my job and I'm just. I'm upholding the standards. So it's not a big deal. I don't want you to feel attacked like you're fine, we're fine. We're black tomorrow. And if I need to get you a black sweater, tell me, I'll order you a black sweater. Right? It doesn't have, it doesn't, wasn't about her, right? It's not, there's nothing wrong with the person. Right now it's about the result. And when we make it about the person, it is really hard. And when I get doctors that are like, I don't want to hurt her feelings. The Dental A Team (11:54) Mm-hmm. The Dental A Team (12:05) Well, you've made it about the person. Now it's about the person. But is there something wrong with her that you have to this conversation? Or is this conversation about something that's completely outside of her? They're like, well, no, right? She's wearing too much perfume. Cool. Love your perfume. Could be an issue for our patients. Please dial it back. It's not about her, right? The Dental A Team (12:30) Yeah. The Dental A Team (12:33) And I told my doctor recently, one of my doctors that I had a similar conversation with, I said, I have to take a step back. That same thought process goes through my mind too. It happens to all of us because we're like, I don't want to turn people away. I don't wanna push anybody away. I don't wanna lose anyone. It's our survival mechanisms are in tune with saying, don't push people away. Pad the situation and be nice so that people don't run away. But nice. I think of it this way, whenever I feel it, I'm like, nope, take a step back, because I have to think and consider if I feel that I have to be nice and not be clear and kind, if I feel that I have to be nice, I am also then saying that this person across from me is not strong enough to take a clear and kind conversation, and I'm. Like, what's the word I want? Making them smaller by being nice to protect them because they can't handle it and protect themselves. So to me, I have to tell myself that story often because it feels way worse to say the person on the other side of this conversation can't handle this conversation than to say I might hurt her feelings for a moment by telling her that her perfume is too strong. at the end of the day, she's gonna be like, cool, I'm gonna say perfume. The Dental A Team (13:58) Mm-hmm. The Dental A Team (14:02) she's gonna be fine, right? Like we make these situations so much bigger than they need to be and we stress on the potential outcomes because the people management is hard. But the lines are there, the boundaries are there, the accountability is there. And when we hire capable, strong people and we believe in the human, the conversation's gonna go fine. The Dental A Team (14:23) Yeah, Tiff, I love that you said that. it's kind of funny because it's taking me back to even in office and training things. I'm like, guys, almost all of the situations that we don't like, we've created. And I can almost always prove it. And even in this situation, we create bad employees or people not following the rules because we've created that situation, truly. The Dental A Team (14:47) Yeah. The Dental A Team (14:48) be whether it's The Dental A Team (14:49) Yeah. The Dental A Team (14:49) not having a caring conversation or whate…
Full show notes at the publisherIt's time to perform a special audit in your practice! This one is called the Invisible Friction Audit. Kiera guides listeners through how to catch problems that might not be very obvious, but are total gamechangers in terms of practice operations. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera and today is going to be a great topic. I hope you guys are excited about it because it's going to be an audit of your practice. I think that there's oftentimes invisible friction that's happening inside practices and offices oftentimes don't catch it. They don't understand what's going on and they're like, something's happening and it's just this invisible friction. And so how can we actually catch this sooner in your practice? If you guys are new to our podcast, welcome. I'm Kiera Dent, host and founder of the Dental A Team and the Dental A Team Podcast. I'm obsessed with all things dentistry, including my last name being Dent. Our mission is to possibly impact the world of dentistry in the greatest way possible and to influence, inspire, and to motivate you to have the best practice, the best life, and the best team that you could ever imagine. I genuinely know and believe that running a successful practice does not need to be hard. I've had hundreds of thousands of clients tell us that, Carrie, you've changed our perspective. You've made this to where... I feel happy about going to work. You've inspired my team. We've got team members that text us telling us how much they love working with Dental A Team. And that's our mission. That's our passion. That's what we are truly experts in the field for. And today, this is one of those things of like, when you have friction that's invisible, how do you actually fix that? How do you actually make this thing better? How do you make it to where, my gosh, like, like we don't know and how can we catch this? So I wanted to just help you see like, here's the quiet, invisible, almost like. cobwebs in the back corner that if you are able to figure this out, fix it so it's not there, you're not just walking past it, hopefully your practice will be able to thrive. ⁓ So number one is just like, how long does it take to make decisions to move your practice forward? And delayed decisions, I remember one of my favorite quotes is, a wrong decision is better than like indecision. ⁓ Indecision actually impacts far greater than making a wrong decision and... I remember I was at this really big financial conference and they were talking about how one of the presidents of the United States, I don't remember which one it was, came in and there was this big thing of who we're going and what different things they were going to do. And it had serious impact. And the president came in and made a decision. like, well, how do you know that's the right decision? He said, I don't. But what I know is us sitting in indecisions costing us more than making a wrong decision. And I've thought about that a lot of, I don't even think half of the decisions we make in a day and day out of a practice. would impact millions of lives and different pieces. And yet I think we sit on them acting as if they are these big audacious decisions rather than just making a decision. And I think it also builds the decision-making bone in our body where it's like, okay, we just make decisions and we move forward. And I think empowering your team to be able to make those decisions without needing to come through you to make every decision. So for example, like delayed decisions on. treatment sitting in unscheduled. like, are we calling on those people who's taking responsibility for that? Like, let's just get unscheduled treatment called in on a consistent basis. What about like billing and insurance errors and issues? What about lab cases not being tracked? What about our Invisalign and Ortho cases? What about team members where it's like, let's circle back later, let's circle back later. Like, just make the decision in the meeting and move forward and make sure we count about it. What about like patients who need multiple touch points to commit and to say yes to treatment? Like, why did CareDent get so good at closing cases? Because I hated the follow-up. So it was always, and like, it's a two, two, two follow-up. But these like delayed decisions or who are we going to hire or what things do we need to have for this or what budget do we have? And I understand that being a business owner is like death by a thousand cuts. Like you just get pummeled with question day in and day out. So it's like. Let's have set days where we make decisions and like, let's make the decision and move forward. All of us execute on it. Attraction by Gina Wickman is very big on, we come to the table to solve and make decisions and we move forward and we solve them forever. So I think when you have like practices, like this is just invisible friction that you don't realize is there, but it's all these things sit there like looming storm clouds because we're not moving forward. We're not getting them done. We're not actually executing on things. And then we have to, follow back up and team members need to remember. And I'm just big on interaction they teach a lot about. We have our weekly leadership meetings and we solve the issues. Now, if there's something that's gonna take longer and doesn't need immediate care today, it can actually go on what's called a parking lot or long-term issues. And I think having this in your practice, having this as part of your cadence, if it doesn't need to have your decision today, get it moving, but stop the friction. And what we've seen is like, When I have practices that start working on this and people have clear owners and we stop the decision fatigue and we stop having a lag in this treatment goes up, schedules get more full, tasks start to get resolved, team members feel like they get answers, doctors don't feel like there's so much sitting on their shoulders. And that's honestly just you moving things forward and having owners of it. So I also think of like when a treatment coordinator owns all of the unscheduled treatment and they own our monthly goal and they own how many people are supposed to be in there, we increase our scheduling. Like I was your treatment coordinator. So we start getting more people on the books sooner. We start hitting our daily goals sooner. And I've got a cadence of if you don't schedule today, I call you in two days, two weeks, two months. And then I send you a letter. There's no question marks of how I follow up with these people. There's no like, well, call people, Kiera. No, like it's just a set process that we follow. And then we make sure that people are being accountable to that. I think it's just great. Like it's not changing anything. We're not having to bring in more patients. We're not having to change up. Our marketing, like we just move things along without having the delay. So I think when you guys are sitting in meetings or you're looking at it, like look to see how can we make decisions sooner and solve things forever rather than sitting here and being like, well, we'll get back to that. We'll solve that later. We'll solve that later. Make the decisions, give the clear owners and move things forward. The other one is going to be ⁓ an invisible friction of I think energy and practices have this is crazy. When we walk into offices, we're able to quickly feel Is this practice thriving or is this practice like truly just like hanging on by a thread or do people not like each other? And I think that emotional piece ⁓ definitely plays. so looking at like, how's our team culture and what things are causing a rift in the culture. So are we making our one-on-ones every single month to find out how team members are truly doing? Are we looking at like, is our schedule consistent to where people know they can get out on time? Or if that's not ⁓ a culture piece, like people just know we're here for two hours afterwards and that's just our culture. but at least that expectation can be met. What about like where we can add emergency patients? So front office knows, clinical team knows we're not having this like front office, back office divide. What about when we come into a room, is it clear on how we have our procedures set up so that way every person's there we're not having popcorn? What about like doctors like staying on time and if you're not on time, like let's adjust the schedule and then start scheduling more appropriately so that way we're not constantly running into lunch, running behind in the day. Making sure our patients have all their new patient paperwork Thinking about are we doing Friday five shout outs? Are we doing team? Shout outs where people are looking at each other and like really finding happiness. We're working with each other I think it's just like that energy usually the drains start to happen on energy and culture and it's just that invisible friction when We can't count on our schedule. We can't count on getting lunch. We can't count on getting out on time I remember I worked in a practice and we were quote-unquote off on Fridays And I was the one who, we had a patient that was scheduled on Fridays, I would be the one who was the assistant to cover. And without fail, every Wednesday or Thursday, the doctor would be like, we'll just add you on Friday. And it used to drive me absolutely crazy. So much so that I went and I interviewed at another office, I got another job, and then Jason got accepted to pharmacy school. And I think about like, why, Kiera why did you get to that space where you were like so dissatisfied? And it was because I could never bank on when I had time off, I wish that they would have just hired me for four and a half days every Friday I knew. And if like patients didn't schedule, I'd get a Friday off. That would have been better for me to schedule rather than the like hope wish hoping that I have Fridays off. Cause I'm told like, we don't work Fridays unless we schedule a patient. Well, I'm angry with you every single time. Now that you schedule a patient, I don't want to help that patient. Like I do, but I wanted that Friday off. Cause I thought, so how can we give that, ⁓ consistency, the clear expectations clear is kind in these instances. How do we make sure like, where do we add those ER patients? Where do we have like correct pieces for setting up? What about our hygiene exams? Making sure those are clear. Make sure our patients show up so hygiene's not running behind. Like all these little micro stressors really just eat at your team to where people like myself want to go look for another job. And it's not because they don't enjoy their job. It's just because all these things eat at team members too. And so I think predictability oftentimes like helps people feel safe. I think about me with Jason, Jason has a great job and it allows me the freedom to go and be a bit more creative and unpredictable in the company. But my team does not need to feel unpredictable. ⁓ I need to create a safe, secure environment. Otherwise team members feel that like, like I said, it's an invisible friction that just causes them to create risks. And so when you have offices that ⁓ really truly keep their numbers strong, like we have strong numbers, we're constant on our cashflow, we're hitting our metrics. you actually reduce team turnover. And the reason why is because it's not compensation, it's this predictability, like we're solid. And also the business owner is more solid. I remember I did a podcast a long time ago with Dennis Advisors and they said, team members, the best thing you can want for your boss and your dentist is to be a very profitable, like productive practice because the doctor's not concerned about cashflow and there's more stability and continuity within the practice. ⁓ And so, and also what it does is it helps us prepare our days. We're not like chasing, trying to hit our production goals and always doing add-ins. Like it's more solid. Now we still need to maintain that level of flexibility and adaptability because dentistry is not perfect. I think it's, can we get 80 % where we can bank on, I get lunches, I get out on time. Those are big things that are micro stressors for teams. so creates a calm team and stronger execution. So I think we could even ask our teams through anonymous surveys of what are the things that just cause like rifts or tension or frustration. And then what are the things that bring you like great joy and satisfaction? I'm really big on when I ask these surveys, I want to hear about pain points, but I also want to hear about good. So that way we don't get rid of the good while trying to fix the pieces. Also, you can ask about it in one-on-ones like, hey, what causes the most amount of stress? What causes the most amount of joy? These things are going to help you then be able to fix those little pieces. And then I think like one of the last things of this invisible friction that I see in practices is like when standards start to slip without noticing. So like our morning huddles start to get shortened, case presentation is like not as consistent or as thorough. We don't have as strong of financial conversations. We're so busy that we're not answering calls. We don't have training. We're hiring a bunch of new people. We're tolerating like a good enough practice rather than excellent standards. I have found that I think to me that that's just like a car that's like breaking down. Like we're not fixing, we're not taking in for regular oil maintenance. We're not filling it up with the best gas. We're not fixing when things break to where it didn't happen overnight, but it was a slow shift to where I had this great car that I loved and I enjoyed being to where I look at this car and I don't even know where it is. And so I think it's a, let's not, let's not lose the clinical excellence. Let's not lose our standard of excellence because teams want to be part of excellence. And especially in healthcare, these things really matter. Like we, We follow our morning huddles. We follow our leadership meetings. We have department trainings and meetings. We make sure that we are solid on our case presentation. We're solid on our phone call answering. We're solid on our scheduling. don't lose the maintenance on our clinical and our practice excellence because that's going to really, really, really create friction where you're going to lose great team members because they want to go work for the best. They want to be at the best practice. You want to be the thriving practice. That's great for culture, great for our clinical excellence and great for our our leadership within the practice. Like that's what we want to be known for. That's what teams strive to be a part of. And so how can you make more of that? And I think like when we let these little things slip, we're also letting other things slip. And I think about like my new year's resolutions and how often do I just let that slip a little bit or how often do I let some of my like, you know, we'll get to it later. I think keep y…
Full show notes at the publisherRe-releasing a DAT listener favorite! Morgan Hamon, president of HDA Accounting Group, is on the pod! HDA is a dental-specific accounting group, and knows dentistry inside and out. Kiera and Morgan discuss profit margins, benchmarks, and AR aging, plus why having good financials will help you make smarter decisions. A profitable practice is more helpful for patients, more secure for team members, and less stressed out in times of uncertainty. Don't run your practice blind; get a good CPA. About Morgan: Morgan is a graduate of the University of Arizona school of business. Following graduation, he was commissioned as an officer in the United States Navy and served for over ten years as a Naval Aviator flying carrier-based F/A-18 Hornets. During that time, he deployed to Persian Gulf and flew combat missions over Iraq in support of Operation Southern Watch. He also served as a flight instructor and landing signal officer for newly winged Naval Aviators transitioning to the Hornet, training pilots in air-to-air combat and landing on aircraft carriers. After leaving the Navy, Morgan obtained a master's degree in accounting with a concentration in taxation from Metropolitan State University of Denver. He is a Certified Public Accountant (CPA) and is the co-founder and President of HDA Accounting Group leading a large staff of professional accountants delivering a variety of financial accounting and tax services. Morgan regularly conducts practice profitability advising for over 500 dentists nationally, helping them analyze their financial data and identifying strategies for profit improvement. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: Kiera Dent (00:00) Hello, Dental A Team listeners. This is Kiera. And today we are bringing you something so special. I am so excited because this is one of our most popular episodes from the archives. Whether you're hearing this for the first time or catching it again, I am so excited because it's jam packed with a ton of takeaways that you can start using right now in your practice. We have released thousands, literally thousands of episodes. And I wanted to start bringing a few of these amazing episodes back for you. So I hope you enjoy. And as always, thanks for listening and I'll catch you next time. on the Dental A Team podcast. speaker-0 (00:33) Dental A Team listeners. This is Kiera and you guys, I am so excited. It's always fun when I'm getting ready to start a podcast and the person on the other side of it is somebody that I have just idolized. I refer to their company all the time and then I'm like, oh my gosh, it's you. And that was what just happened with this guest. Today I'm bringing you guys Morgan Hamon He is the president of the HDA accounting group. So you guys know we have a lot of accounting groups that we work with at the Dental A Team. I'm really pro vetting them. and finding out one of things I love about HDA is they literally have incredible forms for profitability of a practice. Also, watching all your different overhead and you guys know we're super, super pro. But something really fun about Morgan before we bring him on is that he is a graduate of the University of Arizona School of Business. So after that, he actually was commissioned as an officer in the United States Navy and served for over 10 years as a naval aviator flying carrier-based F-18 Hornets. So I'm dying to find out about that. because he was deployed to the Persian Gulf and flew combat mission over Iraq in support of Operation Southern Watch. Insanely cool stuff. So not only are you a CPA and sometimes CPAs can be boring people. So the fact that you did this and I say that with love to all my CPAs, I was almost fired from a CPA firm once upon a time because I talk too much. So I'm super jazzed. So Morgan, welcome to the show today. How are you? speaker-1 (01:51) Thanks, I'm doing well. Appreciate being here. speaker-0 (01:53) Ha ha, awesome, okay, so I brought you in. You are with HDA CPA, which is amazing. We have a client in Hawaii right now looking to work with you guys. Several of our clients work with you. you guys, I, Bailey, those are my top two CPAs, Profi, top three that I usually refer. So I'm super jazzed to have you on the podcast. But before we dive into like CPA stuff, which I'm always excited about because I feel as a business owner, that was where I was the most weak. And so I'm excited for you to share some tips and ideas. But tell us about flying. being, you know, flying hornets, like just kind of give us a quick like one or two stories because I'm dying to hear about that. speaker-1 (02:30) Sure. Yeah. So I like my family is all CPAs. My dad's a CPA brother, cousins. And I, that wasn't what I wanted to do growing up. You know, I wanted to be a fighter pilot. So I went off to college, Navy paid for it, which is a super deal. And then I, then I owed them some time after that, of course. off the flight school, um, did an operational tour. and F-18s as a West Coast guy. And that's where we went over to Persian Gulf, over Iraq and all that. And ⁓ after that, I was an instructor pilot on the F-18. So that was definitely my favorite part of my service was teaching the young pilots how to actually use the F-18 as a weapon system and landed on the carrier, which was ⁓ probably obviously my favorite part of naval aviation. pretty exhilarating. Could be incredibly stressful too, especially at nighttime. And I think there's definitely a few stories where I was just absolutely terrified because the weather was terrible. ⁓ There's nowhere else to land. The ship's rocking around and you literally have to figure it out or you're not gonna see the next day. And it's all gonna be happening in seven minutes. It's very... So it really, grows you up really fast. And I think, you know, after close to 11 years, my wife and I were ready for, you know, a little more normalcy in our life. moved off to private industry. My wife's ⁓ a nurse. She's been in healthcare for 25 years. ⁓ But in terms like the, like what the Navy did for me and how I apply that to business is you, learn to assimilate a lot of data, complex data, and hash out what you really need to know so you can execute in a very timely manner. there's a lot of noise. You learn how to disregard that and boil it down to some key action items that'll get you through the mission. And that's how I approach business ownership myself. And I am definitely not the typical CPA. My value is not that I can no account, like I'm the best accountant in the world, not far from it. But I do know how to run a business and systemize. being a business leader is a completely separate skillset from being a clinician. And I see that, I get it. And the reports... that you mentioned is those full color dashboard style reports that practice profitability analysis. That is straight from my Navy background. It just serve up what you need to know. Here it is. Here's the checklist, so to speak, so that you can make it happen. that's a bit of my background and where I came from. I co-founded HDA accounting group with my dad, in 2009. So we were the two owners for a long time. And then for your listeners out there that perhaps use us, they'll know Courtney for sure. She's our tax partner. We made her a partner just over three years ago, which was probably one of the best decisions we ever made. She's wonderful. The clients love her. So there's three owners on one of them. And I spend the bulk of my time meeting new doctors, doing like what we're doing right now, and then spending time with our clients, trying to help them make money, make more money. speaker-0 (06:10) For sure. That's fun. love that you shared. mean, thinking about trying to fly and land a plane, one that would be hard and then try to put it on a moving target and wish you luck. And if you don't make it, you're dead. And so just the, was like, wow, that's kind of like tax deadline, right? Like you're like so stressed and advanced to get there. speaker-1 (06:29) It puts stress in perspective. Your hardest day in accounting, death is not on the table. speaker-0 (06:31) I bet it does. So this might not be something you want to talk about so we can always cut this part of the podcast if need be Like were you ever really in combat or did you get a primarily be away from that? So thank you for your service. I'm just always curious. Like how was that? speaker-1 (06:48) It was limited exposure. So back then when I was there, it was still operation Southern watch. So it was not full blown conflict. However, ⁓ they did not want us there. They would shoot at you. ⁓ they were scared to turn on their radars. So they would not typically engage with missiles, the more deadly type of anti-aircraft threat that we would face. They're too scared to turn them on because we would have ⁓ countermeasures to do with that. they would just, they would shoot like artillery at us. And so you would just, you could like barely see, you knew it was there and it was sort of concerning because you're a couple hundred miles in Tyrak. Like if anything happens, you're not going to receive a warm welcome, know, eject or something. So it was definitely had your attention. I remember that my first mission was at night. I was, you know, I had butterflies. just because we're like all the almost all the way to Baghdad at night. You're on night vision goggles. It's a big strike package. Like the biggest thing I'd ever done before your aerial refueling over Kuwait, both inbound and outbound a lot going on. And, you know, while we're on this topic before these types of missions, you're in a brief for two to three hours ahead of time. There's a lot of moving parts, a lot of things you really need to know. But when you get in the jet, you have a knee board card where you write stuff down, you have a strike packet, but you've got a very finite amount of time to put some notes. And that's where you get really good at cutting through the noise and putting down like this, no matter what, I need to know this. And that is how I approach the business. You know, with that report we prepare monthly, but also like when the COVID crisis went down last, March. I think we all remember it very well. It was very scary and we didn't know what was going to happen. We're getting shut down. We got sent home. The dentist got completely shut down. So I, know, when, when you're stressed, one thing I learned in the Navy was you need to, to, they had a term for it, compartmentalization. You need to put that in a compartment and then speaker-0 (08:53) Right. speaker-1 (09:12) get out your compartment that is your training and what you know how to do. And you just got to focus on doing what needs to be done when it needs to be done. And so I started putting out content, I use constant contact to reach out to all our doctors and just giving them updates on the crisis saying, is all noise, concentrate on this, do this. Like PPP is coming on, this rapidly changing massive government program. At the height of the crisis, I was putting those out maybe every third day. There were times when I was getting 40 to 50 emails an hour from clients. Yeah, everyone's like, what do I do? So I would hear from people, like my friends, they're like, oh, know, the COVID, you're getting like lots of house projects done. I said, no. I'm working 12 hours a speaker-0 (09:55) I'm sure, because it was terrifying. speaker-1 (10:11) I never worked harder. but that was, that was how I generated those newsletters was cut, through the noise, do these action items and then standby. so that was, I have a lot of very positive feedback on that. And I owe a lot of that just to my Navy experience, cause that's how we did things. speaker-0 (10:31) That's such an interesting way Morgan of just kind of how you're combining your worlds. I mean, my undergrad was marriage and family therapy. And then I now coach a bunch of dentists and I'm like, feel like half the time I'm talking to you about your personal life to help with your business. speaker-1 (10:45) I'm sure that comes up. speaker-0 (10:47) So I am curious though you talk about I love that you brought up the the examples and the conversation of That you had to just cut through and see the things that are the most important you have a two or three hour debriefing and you've really got to know your most important things because honestly Truly at that point in my opinion it is life and death and so I would imagine not that we're gonna have the same Comparison with a practice of life and death. Sometimes it can get that way. What do you feel are the most? important metrics or numbers or data that a practice should be knowing you have all this accounting information, you work with hundreds of dentists. ⁓ Obviously I've got my opinions, but like this is where you're the expert on this. So tell me kind of what are the main key factors that if I could only watch so many items on my practice, what should I really be watching to make sure that I'm a successful practice? speaker-1 (11:33) So first and foremost, the number that I think not every just practice owner, any business owner, what they need to know, I think at all times is what is their profit margin? And I hear stories from clients, you they're at Starbucks or whatever with their colleagues and they'll use someone else as an account firm and they'll ask their friend, what's your overhead on your practice? And they'll say, I don't know. And they're horrifying. Like how could you not know what your overhead is? Totally. First and foremost, and just to clarify as a CPA, I think in terms of margin, sometimes dentists think in terms of overhead, we're kind of about the same number, you know, a 40 % margin, 60 % overhead. So you have to know your profit margin. And that's not just being greedy or just trying to count the dollars. If you think about a business, owning a business is difficult. It's stressful. It's risky. All of our doctors signed a personal guarantee on probably a half million dollar note or thereabouts. If they bought the real estate, it could be a seven figure note. That's very stressful. if you're, and then you have employees, which is if we're going to talk current events and some frustrations, we could definitely talk about some staffing, but you have all these responsibilities and challenges and risks. If the profit is not there, like why are you doing this? Why own a business if you do not receive the corresponding financial reward that should accompany taking that risk and taking on that workload? like profit margin hands down, you have to know that. Then you also, I think, need to know what's influencing profit margin. And that is the equation for profit margin, okay? is total revenue, less expenses divided by total revenue. ⁓ So there's two sides of that, like revenue and expenses. So what impacts profit? Well, we can definitely look at the expense side. How much are we spending? Do we have any categories that are maybe, maybe we're overspending. So that's one thing to consider. other thing to consider is the revenue. Are we collecting enough money? Totally. That can be influenced by your fee schedule. Inflation is real this year. to consider. But I think the bigger challenge specific to our industry, the private dental practices, is collections. If you do the production and that doesn't ultimately result in some timely c…
Full show notes at the publisherTiff and Kristy shine a light on key performance indicators that won't just propel a dental practice to success, but any business. This includes knowing your numbers (stop treating them like the bogeyman!), locking in production, case acceptance, and diagnosis. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello Dental A Team listeners. I am so excited to be here with you today. You guys know that we love podcasting. I hope we have a ton of newbies here who don't even know who we are. I say that because our reach at Dental A Team is something that we are intentional about and intentful on expanding further than you guys can even imagine. So something that we are very intentional about at Dental A Team is looking at how many lives have we impacted. and how many lives can we impact. And we know that dentistry is vast, business is vast, so we also know we have some listeners here who aren't even in the dental industry, but just business owners in general. We love that and we wanna welcome all of you. So all of you who are here today that have been listeners for a long time, welcome and thank you so much. All of you who have shared these podcasts with others, thank you so much because you are helping us serve our mission. And for those of you who are new, know that Dental A Team is mission full and mission forward and we are here to help support you in the best ways possible. So welcome everyone. Today's topic is gonna be super fun. But first, let's welcome Kristy to the show. Kristy, how are you today, my dear? Thank you for being here. It's a Tuesday afternoon for us, so it's a little wild for a podcasting day, but how are you doing over there today? The Dental A Team (01:17) Doing good. Hey, ⁓ we had a big warm up and now we're kind of on the downside of it. So the weather's perfect and couldn't complain. And I get to spend time with you. The Dental A Team (01:28) I agree. I know I do love podcast days. So this one's a long time coming. This one was a long time coming and it's true. We definitely were both in Phoenix. The Phoenix area, I should say. Everybody always says, where are you? And they're like, is that Phoenix? Like, it's all Phoenix. So we are in the Phoenix area and it definitely got warm really, really early, probably two months earlier than normal for the, for the, temperatures that we were experiencing. So we've definitely felt like, gosh, we hit summer really early, but we're getting a little snippet of springtime right here around the corner. So I agree. I'm very, very excited for this cool down we're experiencing. With that, I think that's actually like a really good thought process to start on. We have our warms, we have our cools, and with quarter one having, you know, it's behind us at this point, really looking forward to see what the other three quarters look like. Was that a warmup for you? Was it cool down? We have some practices that are onboarding right now, some new practices that are onboarding to Dental A Team that are like, gosh, I've been in a cool down or they're about to onboard because they're in conversations with us and we've had kind of a cool down for that first quarter, meaning maybe we're not tracking quite as well towards our goals as we could be, but I've got a few practices. I talked to one specifically just today that is in a massive warmup and Kristy, I'm gonna brag for a second. I saw them just a weeks ago in person and we did our in-person visit and we, gosh, it was our first one ever and the team was just phenomenal. They jumped on board. The doctors were just floored at how well the team jumped on board with the goals. They've never talked goals before. I increased them by quite a bit, by like 17%. I said, you guys can do this. I know what you're capable of and you know what, Kristy, as of last Friday, which there's still two days left in the month technically for them. They were 82 % towards their goal and they were $20,000 ahead of any month yet this year. So, it was just really cool and I brag about that and I talk about that because I want you guys to know the possibilities and one of the things that we did, I told them today, I said the best part about what we do is that we make small tweaks in areas that make massive differences. We're not completely overhauling anything. we're saying what can we tweak in the best way possible to get a different result than what we're getting. And what we tweaked, one of the biggest pieces that we tweaked was looking at the numbers. They they weren't looking at them. And I remember in January or December, they said, Tiffanie, how are you gonna promise us that we're more profitable? And I said, well, what does more profitable mean? And they were like, well, we're making more profit. I said, well, what profit did you make? They were like, well, don't know. Okay, well how do we know if we're making more if we don't know what we made? And so really just focusing in and being intentional about looking at the numbers and looking at where we've been and where we can go. It opened their eyes to really even see the possibility because I increased them slightly and it's going to be a massive difference for them and their numbers. And so I say that, Kristy, I think your warmup and your cool down kind of gave me a little spur of excitement there because we definitely see those seasonalities within dentistry and business ownership too. And something I think that keeps us on track no matter what seasonality we're in is really focusing in and looking at those top KPIs at least. So we can dive and we can go minute and track the smallest things and that's fine too. But I wanna talk today about really those top four KPIs that every business owner should be looking at. And I can say business owner because realistically, it transfers to any business. I know people who are in, like I've helped chiropractors before, we've helped eye doctors. I've talked with financial advisors about their businesses and marketing companies. they're so, all of it kind of transfers very seamlessly. It's the systems behind it that gets you there that are different for dental. Kristy, with all of those words that I have said, welcome to the show, sorry for stealing it all. What do you feel like, if I were to say top two KPIs, what would your first two KPIs for any business owner to track really look like? What would they be? The Dental A Team (05:47) Yeah. Well, I think it has to start with what do we need? What do we need to cover the bills for the month? Because that's our first benchmark, right? Otherwise, all of the numbers are just numbers. We don't really know where we're going. It's funny that you were talking about that TIF because my mind went to, I don't know why in dentistry it's so taboo to talk numbers, but literally, could you imagine if you had to pay your bills for the month and you never opened your bank account? The Dental A Team (06:16) Yeah, I mean, I've done it and it's really scary. It's stressful. Yeah. The Dental A Team (06:17) I just, yeah, it's like, is there enough to cover it? Yeah. So definitely I think the number one benchmark has to know what's our BAM that we have to go for, and then we can start digging into what are our goals to get there. The Dental A Team (06:36) Yeah, I totally agree. I totally agree. And by bam, she means bare ace minimum, you guys. What does it take to pay those bills and to keep the business thriving? So your bare minimum comes prior to your loans, prior to your owner pay, really prior to savings, right? Prior to profiting. So this is like, if I were to sell today's business, my business today, I was to sell this company to someone else, what are the financial obligations that they would take on? That's going to be your employee costs, your marketing, your supplies, your rent, all of those pieces, your top line overhead and really figuring that out. And then adding into that, what does it look like to pay my loans, to pay my debt, to pay myself and to profit on top of that? So you get your bare minimum. Yes, I can survive. And then you get your thrive. How do I thrive? How do I pay for the things that and the lifestyle that I want? Now that's my goal. including some profit to add back into the business later or savings, you know, for those rainy days, for those compressors that go out, all of those fun pieces, making sure we've got that in savings. So I totally agree. Making sure that that benchmark is there and that's going to be your collections, right? But it also transfers right directly back into your production. So those give you your top two KPIs right there where it's your finances. So we're looking at What do we need to collect? What does my bank account need to have deposited every month in order to thrive? And then within my production, how do I ensure that comes? Now, Kristy, something I see practices do, which I don't necessarily disagree with, I think that it just makes it more difficult than it needs to be, is to track for collections. And so in the huddle, they're like, okay, we need X amount more in collections. The reason that I have opinions on that and is is because we don't have as much control over the collections as we do over the production. Now, over the counter collections and what our patients owe us, we do. We have control over that, we can get it. And we have some control over insurance to the extent that we're following up, we're submitting and following up correctly, but their timeline to pay us, we have no control over that. So on a Monday, I mean, I've put in myself $80,000 worth of insurance checks on a Monday. and then gone three weeks like, my gosh, when are we seeing more money? Because it fluctuates so much. So I think having that collections mindset is one piece, but translating that into, okay, great, now we need to know how much production it's going to take in order to collect that amount. ⁓ It seems to translate. Do you feel the same, Kristy? And have you seen that too? The Dental A Team (09:20) Yeah, 100 % tip, I support that. ⁓ Always we're gaining or we're looking to have that 98 % or higher. That's just kind of a given. But truly the production is where we need to keep our eye to get there. absolutely 100%. The Dental A Team (09:38) Yeah, and I think when we talk about other businesses, so dental is production and collections, but in any business, it's revenue, right? Revenue generated and still again, collections, right? So the revenue generated, the product sales, so you might be in product sales, know even like chiropractor kind of, those modalities, the medical field is still gonna maintain that production kind of collections thought process, but when you get outside of that, you might be into a product sold and revenue generated situation, especially if you have credit card sales, because you're going to lose a percentage of that, or if you have payment plans that you offer trickles in maybe by quarter, your payments trickle in by quarter, those types of things are going to make it so that you're looking at both of those. And if you're getting payments, even if you're like maybe an ortho practice, we have a lot of ortho practices that we work with or that we invite to listen to the podcast, right? You're likely doing some sort of in-house payment plans, which we definitely have a love hate for. So there are options around that, but a lot of ortho practices are still operating off that modality. And so they're trickling in monthly or quarterly payments and insurances are paying monthly or quarterly on those. So. If we're only looking at the collections, we might find ourselves in a lag of production sometimes, which then generates a lag in collections later. And then we go, my gosh, let's write this wrong and we need to produce more to collect more. And we're constantly in this warm, cool toggle of back and forth seasonality within it. So I think you're right, focusing really in on the stability of both is gonna give them that headway that they need. The Dental A Team (11:23) 100%. They go hand in hand, right? And so many times we're looking to bridge that gap with just collection. My front desk isn't collecting. And you're like, you're not producing. The Dental A Team (11:31) Yeah. Yeah, yes. Yes, I agree. I agree, which I think leads into a couple other really great KPIs. And one of them you made me think of is like the case acceptance, right? So I think case acceptance in it and all of these you guys should see that they kind of flow up into each other. So your case acceptance obviously flows straight into your production, flows into your collections. And Kristy, what you just said made me think of case acceptance. And I want you to tell the team here, everyone listening, why what you just said was, collect more. My front office needs to collect more. And they're like, well, you're not producing. Why does case acceptance feel the same for me? Why did that make me think of that? The Dental A Team (12:15) Yeah, because truly clinically, we've got to get our patients bought into the treatment and get them to saying yes to what we're prescribing for them. And that number really matters, the number that we're diagnosing, because again, if we're only diagnosing 50,000 for the month and we need to hit 100,000 for that goal, it doesn't matter how well we collect, we're not going to hit that target. The Dental A Team (12:41) Absolutely. And we harp on the front office team, right, our treatment coordinators, call, call, call, get the schedule full, get the schedule full. But if they're not bought in, if the patients don't understand, and if the diagnosis isn't there. If we haven't diagnosed enough, so maybe even our treatment case acceptance is mediocre or high, you might have, ⁓ we'll say a low goal, right, a normal. The Dental A Team (12:54) Yes. The Dental A Team (13:06) practice goal, $100,000 a month, right? So nothing massive, just kind of your standard single doctor, maybe one to two hygiene goal, $100,000 a month, and you've diagnosed 40,000, and you're like, yeah, but my case acceptance is 72%. Stellar, stellar, you still have room to grow there, right? We've got some percentage to make up there, but also we need much more than $40,000 if we're hit a $100,000 a month benchmark. So I totally agree. The Dental A Team (13:21) Yeah. Yeah. To that point, Tiff, that's why I always say people like to brag on that percentage. And it's true. At 72%, I would brag too. It tells me that the patients you're seeing really trust you because when you do recommend something, they accept it. However, I would much rather see you diagnosing 100,000 and getting 50 % than 72 of 40. Yeah. The Dental A Team (14:01) I totally agree. Yeah. The Dental A Team (14:04) Got it. The Dental A Team (14:04) Yeah. And I think that that school of thought for me has been fairly recent within the recent, you know, five to seven years or so. I think when I was in practice and I was just in my day to day, I never thought too far outside of the case acceptance. And I think in dentistry, we really didn't, we harped on case acceptance. And that was like the big number and it was the big target and treatment coordinators were harped on. I mean, we were battered on call, make more calls, get them to say yes. And it's like, gosh, we…
Full show notes at the publisherKiera is a guest on The Zero Balance Podcast with John Stamper! She and John discuss the advancement of software over the past few years, and why the current culmination — artificial intelligence — isn't something to be skittish around in your practice. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners, this is Kiera. And today we are sharing a guest interview I did on another podcast. And it was too valuable not to bring you guys here. this episode, you're gonna hear this host lead the conversation and then I'll wrap us up at the end. I cannot wait. It was truly one of my most incredible episodes and I truly hope you enjoy. John (00:19) What's going on everybody. Welcome to another episode here on The ZeroBalance podcast brought to you by the team at Quanta Suite. Very excited to keep this thing going. Uh, our last conversations and episodes crazy to think it's 2026 already were at the Dykma conference. And I had the privilege of spending time, not only with the Quanta Suite team, but also a lot of great individuals that came on the podcast and talked about what they were seeing in that case, it was in the DSO space. Uh, I'm very excited today to be with Kiera Dent from the Dental A team. I've known Kiera for many years. We were actually just talking before we came on here live. ⁓ she is doing a lot along with her team to help dental practices, take things to the next level. she's been in dental for many, many years. And so we're going to have a conversation today, ⁓ kind of around all things AI and automation and love to have her, you know, kind of share with all of you what she's seeing, you know, her and her team are working with dental practices on a daily basis. And obviously, you know, the Qantas suite team is, is creating. their software in an effort to be able to support practices in the RCM world. But Kiera, it's such great to have you here. How you doing? Kiera (01:26) Oh my gosh, John, it's great to see you again. And I love chatting about all things dentistry. I love having the last name dent. I love dental. love AI. love, um, it's crazy. Dental A Team hits 10 years old this year, which is like absolutely wild. Uh, 2026, I was getting ready to, know, writing my goals out and I was like, Oh my gosh, I turned 40. My husband turns 40. We've been married for 15 years and Dental A Team hits 10 years this year. So ⁓ and I bring that up only because like, it's like a trifecta of a cool year for me. ⁓ but I think as you were discussing, like being in dental consulting for 10 years, having worked in front office teams, having worked at a dental college, having owned dental practices, having bought and sold, having consulted like 300 plus offices physically, ⁓ watching the DSO emerge, watching AI come in. I just think it's really like such a fun time for us to be in dentistry and so many great advancements and, yeah. In Dental A Team, we are obsessed with doctors and teams, like getting them aligned, getting them streamlined, helping dentists be like CEOs and owners of their practices. We love ⁓ Josh, we love what he's building in DCS and now in Qantas. We think that they're doing some really fun, incredible things. And Dental A Team, we're just really big on, I think, streamlining dental practices, helping them say yes to more things. So getting them in their vision, getting financially free and profitable. and then getting systems and team development to support that. And AI is definitely being a big player. And I think dentistry is, it's so fun because it's been such a, like, I think slow roll on evolution in certain ways. Sometimes I think we are very archaic. My husband's in healthcare and medicine and he's like, wait, that's your guys' software. I'm like, don't judge. I know it's a little dated. He's like, they didn't even have that when I started my career 15 years ago. ⁓ But I think, to watch dentistry evolve into AI and automations and different things. I think we are in such a special time. So yeah, we work with solo practices. We work with multi practices. We work with emerging DSOs. We work with DSOs. We've got consulting for kind of a broad spectrum and kind of our sweet side, like two to five to $10 million practice. ⁓ We definitely have built a lot of things that can help multi offices, but yeah, we really love those offices that are obsessed about team, about culture and about. just positively impacting the world of dentistry in the greatest way possible. So John, super excited to talk about it. I feel like we just have like so much knowledge to bring to the table and just rift and discuss and give your listeners hopefully a fresh, fun, positive perspective on the world of AI dentistry and of course bringing team and doctor perspectives to the table for you today. John (04:03) Well, thanks for sharing that. you can see, everybody, Kiera comes with a ton of energy, but it is rooted, as she mentioned, in years of experience in this industry. And here's where I wanted to start, Kiera. So I want to go back maybe like five or six years in dentistry when there was a lot of new software platforms that were coming to dentistry, patient engagement, right? It was like this big giant party and a lot of practices were excited. You may remember though, as someone that works directly with the dental practices with as much excitement as there was there also was a little bit of overwhelm right because it's like where do we start like how do we build these in and it's funny that you talk about your husband because yes in dentistry these are all somewhat kind of new to the industry and so practices are figuring how to use them and I do feel like okay maybe a couple years ago with like firms like yourself that have really helped these practices figure out how to utilize them they got that under their belt and then here comes AI, right? And here comes this whole new way for these practices to be able to communicate, you know, task orient and all that stuff. So that's kind of the first place I'd like to start is that when you look at the work that you do now with the dental practices and I say the word AI, where is everybody's heads? Kiera (05:13) Yeah. and agreed. I think, I think that this is just evolution of business. Like if I were to like even simplify it down, I think dentistry has been so much like we drill teeth, we fill teeth, but I'm like, guys, we have evolved. We don't do wooden teeth anymore. we've evolved and now there's laser and there's PRF and there's more advancements to dentistry that we do. Like I have a practice, I call them my PRF powerhouse and they've added PRF to their practices and we've added multi-millions to their office. But like, yes, financially, that's been amazing, but their patient care has gone up so much, like the amount of results we're seeing. so when people are like, software's AIs, I'm like, hold on. You have evolved in your dentistry and you've seen how much it's evolved and how much better it is. I mean, the way we used to do crowns compared to how we do crowns, we can do same day crowns. We look at how we do ortho. We look at the different like skill sets that we've been able to add in. I feel like AI is the same thing. And I think when we get a little skittish, that's actually where I feel like we're at more danger of a society. as I don't want to use the word old John, but I'm like, Hey, if you're not going to innovate and like you're going to die. there's innovate or die. We've got to grow and evolve or we're going to be left behind. And I mean, I think we see that with certain practices who elected no, no, John, I'm not going to have online and online. No, they're going to see my sign. They're going to drive by. This is how I'm going to be. Well, if you don't have an online presence today, you're pretty much not visible anywhere in the world. No, no, no, John, I'm not going to do Google reviews. I don't need to do Google reviews. Well, Google reviews are how people find you. And now it's becoming AEO where AI is actually now searching for offices. I mean, we just did a trip to Iceland and where did I go? Chat GPT. And where's my next place I go? I go to Instagram, TikTok. What are the best places to go? No, John, I don't need to be on social media. We don't need to have that presence. We have our marketing. We send postcards. Well, if you're not on Instagram, people are going there now. They go check your Google reviews and then go check your online profile. So I think for dentists to maybe recognize that high five, like you actually have evolved over the last several years. You've evolved. You are morphing and as businesses, it is an innovation or it is a die. And so when we talk about AI, AI is going to be awesome. You guys, AI was created. Like I think so much of the reason it took off is because we had 2020, we shut down. Then we went through 2021 of the great resignation. We could not find people. You want to talk about hygiene shortages? Well, great. Now we're able to bring in people and you're like, but AI is not going to replace hygiene. Correct. But AI is actually helping with perio charting and different pieces that we're able to utilize. It's cutting down our costs that we're able to have on some of the billing and the revenue cycle management that we actually have alleviated funds to be able to pay the higher costs of hygiene that's offsetting. So our businesses can still be profitable. So when I look at it from a business, I think guys, welcome to 2026, welcome to AI and get excited about it. And rather than being afraid of it, let's start to embrace and you don't have to be the earliest adopter, but I will say similar to like, I'm not going to join the internet. I'm not going to have Google reviews. I'm not going to do Instagram. We have watched that those who wait too long, I'm not going to do online payments. John, that's my favorite. Like we still expect checks. I don't even know how to write a check guys. Like truly I'm like, who accepts checks? ⁓ But things like that are so dated and so cumbersome compared to how the world's evolving that you are niching yourself more and more, more to less and less and less of a patient base. And if that's your exit strategy, rock on, it's a great one. But if you're not on the exit strategy, you definitely need to get on board with AI. And I think like we have a practice in Maryland, she's a pediatric practice and she's like, we call it AI Amy. And well, yes, our team gets annoyed with ⁓ AI Amy. They've trained an AI bot to be able to schedule for these DC parents that want to make appointments at all hours of the day and they want to talk to someone. AI Amy schedules and guess what? AI Amy schedules about 75 % correctly and the team's annoyed and the doctor's like, you never get to be mad at AI Amy because that was 75 % of patients that we didn't even have to schedule. 25 % were a miss. Perfect. But that was 25 % out of 75, like a hundred percent. We, that's a quarter. We've literally cut down our space. And so I think when it's looking at scheduling tools, revenue cycle management, ⁓ looking at how we use it for hygiene. Doctors like using Pearl or ⁓ Overjet to help with diagnosis. Case acceptance is going up. And while it's not perfect today, I think getting in the language, getting in the familiarity so you don't accidentally get too dated, AI is going to take off faster than anything else. If you're not on chat GPT, if you're not utilizing it for things, it cuts down man hours and people are like, but I don't want people to lose jobs. And I'm like, You're not, we're elevating, we're lifting up our practice and we're morphing into where the world and society is going and your practice and your patients will thrive because of it. So that's my take. And I know I kind of went on a soapbox for you, John, but I think doctors need to realize it's not as scary as I think maybe some of them are looking. ⁓ It's something we've always done. It just looks different today. John (10:22) Well, I'm glad you shared all that because I've been talking with people a lot lately and I feel like in unknown times or times where many of us don't know kind of where things are going to be, it really calls for leadership. And I think that's what's important. I think that's what you shared. think that practices are looking for people like yourself and others that are living this. They've dove into it. They're embracing it. They're learning how to get the maximum out of it. And so I glad you shared that. All right. So that's the first piece, right? That's kind of like the overwhelming the tech. you mentioned a little bit about revenue cycle management and I wanted to get your thoughts as well on this other thing that dental practices are facing which is patients now come in and are having the same type of expectation of the experience on the business side of the practice, their billing and their payments and all of that, that we have with other businesses that we work with. And so now a dental practice is getting questions as you know so well, like, okay, like am I gonna be able to pay easy? Are we gonna be able to track all this easy? Because that's how we do it with other businesses. And now all of sudden the dental practices have had to wake up and they have to make sure that that part of their practice is also, you know, automated and where it needs to be. So love to have your thoughts on that part as well. Kiera (11:37) Yeah, and John, just to piggyback of where you were talking about dentists getting on board, I will just plug, and this is why we built an in-person mastermind, is because I recognize dentists feel like they're on isolated islands. And when you can get around really smart, you are the equivalent, proximity is power. And so getting around dentists that are not afraid of this, being in groups, listening to podcasts like this, if we can serve on that, rock on, I'm happy to do that. I would just encourage you to... surround yourself with smart people that are getting involved in this and people that push you out of your comfort zone. People that have voices that are maybe not the same of what you normally listen to. Like if you're always listening to Fox News, maybe listen to CNN or if you're listening to CNN, then go to Fox. Like you need to hear opposing opinions on this. And I would just really encourage people to be a part of innovation rather than being destroyed by innovation would be my recommendation. And then going into this patient payment. John, it makes me laugh because dentistry and I did a podcast, I should go find it. was several years ago and I'm like, why is dentistry on payments? Like we're in the 1800s, like put it on my tab. I'm like, what is going on in dentistry? Like nowhere else do you go and you're like, got my groceries, but could you put that on my tab, John? Yeah. Yeah. But yet in dentistry, we're like, yeah, we'll bill insurance and then we'll charge you for that. What are we doing? And I just think like, Our revenue cycle management in dentistry is so dated and archaic that I'm like, ladies and gents, it's an amazing way for you to make a lot more mon…
Full show notes at the publisherKiera and Dana dive into the hygienist's mindset (which tends toward patient care over business numbers) and how a doctor can get a full hygiene team on board with metrics and measurables. They touch on the hygienist drought, growing your practice without stepping on your hygienists' toes, setting expectations everyone can agree on, and more. Dana also touches on a hygiene team she worked with for a couple years that went from struggling to hit its goals to hitting even their daily goals 95% of the time. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera and today is a great freaking day over there. I get the one and only Dana, Dynamite Dana over there. I did not say the other nickname. If you've been on the podcast for a while, you might know, but Dana, welcome to the show today. How are you? DAT-Dana (00:16) doing pretty good. Thanks so much for having me. It's not always that I get dedicated, you know, Kiera time. So I'm excited to be here. The Dental A Team (00:22) I know when Dana and I get a podcast, like it's not always common, but I mean, you guys might start seeing Dana a bit more. I've got a few plans and tricks up my sleeves for Dana. We've been together for a long time. Dana, like donuts with Dana tip. don't remember what that was like dentistry tips or something. You were on a roll. You used to, I think you still do them actually every single week. Um, but Dana, you were just a diehard dedicated and always without, will not share it. DAT-Dana (00:39) Yeah. The Dental A Team (00:49) but Dana always has the best story. So if you don't know Dana and you want like a good giggle in your life, you name it. And also Dana is the best with trivia. We do a company end of year party every year and it's always like trivia based. Dana whoops everybody. Like this woman knows facts and stats like nobody's business. So Dana, today's gonna be a fun day because not only is Dana dynamite this way, but we're gonna do a little bit of an office autopsy about a hygiene department. So if you don't know in Dana's Other Life, Dana used to work at a prison as a hygienist and Dana that still is a trip to me. Like, did you ever get nervous that they were going to take their shackled hands and like stab you with an instrument? I'm truly curious because that's my fear. Let's just talk about that for one second. DAT-Dana (01:27) Yeah, I mean, there were a lot of like protocols in place for protection and for safety. But at the end of the day, you knew where you were. you know, yes, there was always I think just a niggling element of I just need to be careful, pay attention beyond my toes. Yeah. The Dental A Team (01:44) Like you're working with sharp instruments. I mean, it's not like you doled them out to take them in there. Like we're not going to have a sharp scaler. You get a doled one. Like you got to be in there. But yeah, cause I remember I worked in an office and they would bring in inmates and they would be like handcuffed top to bottom. And the girl would always be like, so what were you in prison for? And I'm like, why are we, why are we poking the bear? Like, why don't we just keep them calm? And like, I don't even want to know. Like, but she did it every time. I was only up there a couple of times consulting them, but. DAT-Dana (02:04) Thanks. The Dental A Team (02:13) Anyway, beyond prison, also is an incredible hygienist. So today we wanted to kind of office autopsy because Dana had a practice that she worked with for several years on hygiene and their number one motive and their number one objective was hygiene. And I think that this is such a, it's very delicate because I think dentists want hygienists to produce and as a practice, we want hygienists to produce. And Dana, as a hygienist, you feel, I'm not gonna put words in your mouth, but the assumption I get from a lot of hygienists is We want to just do great work and we don't want to always have to be looking at numbers. Maybe that's true or not, but like Dana, I want to hear what's kind of like the mindset of hygienist and then how do doctors approach this? And then we'll dig into the practice that you worked with that like really freaking crushed it. But I think like, this is such a, I don't know. I feel like it's a sliver in a practice. Like no one wants to talk about it. Like let's just not touch it so it doesn't hurt. But then it like blows up and people are like, my freaking hygienist aren't producing and they don't want to like tick them off because no one's there. So let's talk about it, because is that how hygienists feel and how do you win over hygiene? DAT-Dana (03:12) Yeah, I think it's a mindset. I think it's a difference in mindset, right? I think dentists are always looking at the business side of it because oftentimes the dentists are the business owners and hygiene, their mindset is patient care. And so the easiest way I think to get alignment on that is you actually are caring about the same thing. You just don't realize it. And so it is getting alignment in like numbers tell us how we are doing in patient care truly. So getting a hygiene team to understand that, getting them aligned that. No numbers aren't everything, but actually numbers tell you exactly the thing that you care about most. ⁓ And so I feel like they look at it from different angles. And if you can get them aligned and actually it is the same thing and numbers tell you hygienist, the thing that you care about most, which is patient care and making sure that every patient leaves your chair happy, healthier than when they walked in. Understanding that the numbers will tell you how well you're doing at that. ⁓ It's definitely a mindset shift, but I think once you can get them aligned with that and then understand that you're truly talking the same thing, it's a game changer. The Dental A Team (04:25) I love that Dana and as you were saying that it made me think of like when we do a practice assessment with a practice when they're reaching out to work with us or just wanting clarity the first question one of our first questions is like do you have a 10-year vision that you and your team are rallied around and as you were saying that Dana I thought about okay well if our hygiene department has a vision that we're all rallied around so let's say it's patient care well then the next question always that follows is how do we know if we're having excellent patient care and it's something that can't be a feeling because we've got to be able to track and measure just like I can't say that I'm the best basketball player, but I have no way to prove that and measure it. My husband's in pharmacy and he's always like, if you're the best, then just freaking prove it, like stats and number it. Like, why do you have to it on feelings? Like, ⁓ it's such a hard thing because then we really never as a hygiene department know, like, are we really doing the best patient care? So then we make actual stats of, okay, great, we have this many perio patients. Like, this is our perio percentage. This is our fluoride percentage. This is how many reviews that we get, this is how many patients are leaving on time. And then like, this is how we know that we're like hitting our daily goal to make sure we're not missing like our FMXs or different things that need to be done on a regular basis. So as you said that, I thought like even a way to get hygiene teams on board is like, what is our vision? Like you said, and then how do we truly measure that? We got to have actual stats with that. It can't just be the warm fuzzies of I think I'm doing well because what's crazy is I can think I'm doing well and then I have to go run a mile. And I'm like, no, I've been doing my cardio. Like I'm really a great runner. And then it's like, I ran a mile in 15 minutes and people are like, are you even running? Like until I track and measure, there's no way to improve. And so I think it's when people realize like, that's the only reason we're doing it is to see like, hey, if we've got the best patient care, then like, let's prove it, let's document it. So that way we're confident in that as well. So Dana, I'm curious, I'm a dentist. How do I get my hygiene team on board that there's gonna be a consultant that's gonna like make them? track number, like what do people even say to make a hygienist, which is you like get on board with this idea. And then Dana, we're going to dig into like how you help turn around a hygiene team. So A though, how does this dentist get his hygienist on board or hers? DAT-Dana (06:29) Yeah, I think it's an open and honest conversation of just like you said, like, give me give me descriptors of what an amazing hygiene department looks like to you. If you worked in an office and you said you walked in and this was the best hygiene team you've ever worked with you've ever been a part of what does that look like? And oftentimes that will lead to conversations about patient care about those things. And then it is okay, guys, how do we know, right? I I want you guys to be the best hygiene team. probably sit here and think you are the best hygiene team. How do I know that though? And then you start to attach those metrics and those measurables to say, hey, like, we want to be this. We, we feel like maybe we even are but how do we know for sure? And I think that it's an opening that conversation and as well as like the Best part of, yes, I worked very solo for many years in the prison, but when I went into private practice or when I got to temp in offices, the best thing that I loved was getting to learn from my other hygienists. And so we're going to get alignment. We're going to learn a lot from each other. Everybody's got their strengths and weaknesses. And so over the next couple of months, I want you to share your tips and tricks. We're going to talk about verbiage. We're going to talk about how to have conversations. But at the end of the day, our goal should be that when patients walk in no matter which hygienist they see the same thing is done each and every time. The Dental A Team (07:54) And I love that you say that because it's like, this is how we get them on in. And I think like, doctors, don't know, Dana, a doctor giving you their, I don't know, expectation or sharing with you as a hygienist, does that like turn you off to where you just want to go like look for another job? Because I think dentists are so scared of their hygiene team leaving that they don't even want to like tell them what they're expecting from them. Cause they're just like, it's okay. Like it's better to just. hang on to them rather than wanting to elevate. Like how do you navigate this like hygiene drought plus the need to grow your practice? Like how do you navigate that? And what does that feel like as a hygienist? DAT-Dana (08:31) Mm-hmm. I do feel like it can be a scary conversation. It can be an uncomfortable conversation or a conversation where a dentist kind of dread, but ultimately I think hygienists are usually typically goal oriented, growth oriented, like they want to know what the expectations are, because at the end of the day, they want to hit it. And so they can sit here and say, Hey, I think I'm doing a great job. I feel like I'm working hard, right. But what actually tells them that? And it does come down to the expectations, the goals, the numbers, those pieces, I think The Dental A Team (08:53) Mm-hmm. DAT-Dana (09:06) It can be a difficult conversation, but I honestly think that hygiene departments, hygienists themselves, like they want to know what the expectations are because I'll tell you they are typically ⁓ goal driven achievement people. Like they want to hit the things that you want. And so I think again, it's like clarity is the best thing that you can do for them. And if you are frustrated that they're not meeting expectations, they're probably frustrated that they don't even know what the expectations are. The Dental A Team (09:17) Air quotes typically. I mean, that's fair. And I love that you say that because you're right, most hygienists do want to know what the goals are. And even if you just casually like put it on the table, they're going to casually look at that and just start to casually think about it. And I think like, Dana, I really want to dig into because I know you had a practice and you had an entire hygiene department and you worked heavily with them and they like all loved you, which I think is not common. Like I think you usually have like three of the four that are super excited about and you got one that's just kind of off on their own planet, ⁓ which happens a lot. But I think it's like, it's okay to give expectations. I think the piece that I've gathered, and I'm not a hygienist, so please, please chime in. I think hygienists just want to make sure that like, of all the things you want them to do, that you're not hurting patient care. So it's like, I'm okay to scan, I'm okay to probe, I'm okay to take x-rays. Like I really get the vibe that hygienists truly are not upset by that. But it's like, if you want me to scan, probe, x-ray, plus scale, polish, do a great exam. Can we just be realistic and fair of not making me be the Olympic level athlete hygienist and maybe it's we probe and then we scan on the next visit so we could break it up so it's not having to happen every time. And I think when hygienists and doctors or hygienists and consultants come together and where it's like, OK, what are we ultimately all going for? Let's be realistic with our timing. I don't want them to have to be A star players because not every hygienist is that. So I'm like, how can we make this tour like my B players can still thrive where my A's can like crush more and my C's feel like they it's not so far away. I think like when if you can build it that way, I feel like hygienists are way more apt and I also feel like don't don't try to get them to do every single thing right at once. Like let's do baby steps to where they like if we're not even doing fluoride, if we're not even tracking our numbers, like we're not going to scan every time. And I know doctors, you want to do that. Gap leap. but you got to baby scale them up. So Dana, I'm just going to like hand this over to you. Like, what did you do with an office? How did you win them over? How do you scale up hygiene departments? Because I think it's delicate, but I think you're the expert on our team that does this very successfully with a lot of hygiene teams. DAT-Dana (11:43) Yeah, and I think when it comes to, Dennis, we've got to remove a lot of barriers first, right? That's the first thing. is, barriers are always going to be time. It's always going to be, well, my schedule's not full. It's always going to be, so we really talked about those barriers and yes, we want to make sure that your schedule's full, but when it isn't full, how do you maximize, right, what is in your chair? So we started with fluoride, honestly, which was an easy way, and I think that... When we talk about goals, it helps to know like, why is this goal the way that it is? Right? Why i…
Full show notes at the publisherThis episode is all about your vision for your practice, and how you can use it to propel growth and success. Tiff and Dana share how to create a vision that's true to you, how to get your team members bought in, how to set goals according to that vision, and so much more. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review The Dental A Team (00:00) Hello Dental A Team listeners. We are so excited to be here with you today. You know that the consultant takeover section here, I don't know if that's even still what we call it, but that's what we call it, Dana and I call it, because that's where OG status, know, like Donuts with Dana came on the other day. I was like, oh, I do miss Donuts. Anyways, we're here with you today, you guys. are, gosh, almost done with Q1 by the time this releases. It's wild. It's, you know, and I think we say this every year probably, I know January every year we're like, this is the longest month of our lives. But then we get to the end of January, we're like, that went so fast. Where did the time go? And then from there, just doesn't stop. It just doesn't stop. DAT-Dana (00:40) I know, feel like January is 12 weeks long and then the rest of the year is like two. The Dental A Team (00:43) Yeah, it's so true. Yeah, especially February, which I know February is quote unquote a short month. But I'm like, does that two days seriously mean we lost two weeks? Because that's what it feels like. I don't understand it. Time, it's all relative, right? We just make it up anyways. So that's why. That's why, because we just make it up anyways. So Dana, we just recorded a really fun podcast. I actually really, really loved that one on overhead. DAT-Dana (00:57) Yeah. Mm-hmm. Yeah. The Dental A Team (01:13) listen to that one yet about why not to cut your team members. Go listen to that too. You don't have to listen to it first. You don't have listen to it today. I don't care. Just listen to it sometime. But I think that it really actually coincides really well with this podcast topic that we're talking about today as well. And on a side note to all of you listeners out there, if you ever have podcast topics, things that you want to hear about, please let us know. You guys, we create these. Actually, our marketing company creates these based on like, what's relevant in the dental industry right now, but you know, Kiera does a ton of podcasts. We do a ton of podcasts. We're always really happy to add things in that you feel you're seeing in your practice, because if you're seeing it, the likelihood is that other people are seeing it as well. And that's why we focus so heavily at the Dental A Team on community, because we really want you guys talking to each other. So that includes this. That's my little plug for Please Send Us Ideas. Thank you. Thank you. ⁓ But this one, this one's fun too. I think we do, honestly we do a lot of really fun things at the Dental A Team. ⁓ I think, I mentioned it on the last one, but Dana I think for me at least, focusing on the people first actually really, really drives me. It makes me feel like we're in we're in a stale business sometimes, you know? Like it's. ever-changing, dentistry grows and it changes, but kind of not at the same time. It's kind of also stale, especially when it comes to team members. DAT-Dana (02:41) And then it makes no teeth, right? And so it can only expand and grow so much and sure, has it made leaps and bounds? Absolutely. But again, it is still teeth and the business of dentistry. The Dental A Team (02:48) Yeah. I agree. So I think adding in that human side of it, the people side, gives us purpose. And I think probably in any business, right, I think Aaron's a financial advisor and if he didn't, he loves the people aspect of it. He really, he became a financial advisor to help people grow their finances, to help people retire successfully and he loves nothing more than being able to help someone see that path. And I know not all advisors are that way and not all consultants, dental consultants are that way, but I think that purpose driven piece is what separates any business from the other ones. Yeah. DAT-Dana (03:34) Yeah, and I think at the of the day, it's people taking care of other people. And so it is a people industry. I think we always think of it as, it's healthcare, right, for sure. But it really is people taking care of people, so. The Dental A Team (03:46) Yeah, yeah, good point. All right, well that's our philosophical piece. I loved it. And on that same vein though, that same note is really, ⁓ today we want to talk about vision-driven growth. And I think to me, Dana, when I saw this topic, I thought vision-driven growth, Realistically, it's just like, for me, it's having the map. It's kind like a treasure hunt. DAT-Dana (03:50) Okay. The Dental A Team (04:12) I feel like and it's having the map with that X on it, then I can say, okay, this is how I'm going to get there. And I think when we think of growth and in dentistry, I think 10 years ago, 15 years ago, growth was seven to 10 % every year. And like getting that new thing, like my growth this year is gonna be I'm gonna get a new Pano machine or I'm gonna add an operatory or I'm going to, it was like very physical. And I think now, vision-driven growth, I think now what we're noticing and seeing is that we're dreaming more and we're applying that vision-driven growth, meaning this is what I'm gonna do, this is the physical of what needs to happen because I want to see this thing come to fruition. And that vision of, typically it's like an impact-driven vision, right? Like what was I put on this earth to do? What is my purpose and how is my business serving that purpose? The reason that I like that so much better than just the physical piece of it is because Dana, think as a team member, I remember sitting there and being like, cool, 2.5 sounds great, but it doesn't mean anything to me. Like 2.5, 3 million. I remember when our goal was like, we started at 1.2, and I remember the year that we were like, 3.5. And I was like, this is weird, but like, I don't even know. I literally can't even fathom what $3.5 million looks like. Right, it literally meant nothing to me. So nothing about my drive or how I showed up changed. I was just like, okay, cool. So now our goal is this and we schedule enough to reach that goal. That sounds great. But I think Dana when it's like, we wanna reach for us, we wanna reach this many practices, we wanna reach this many people. It just makes such a big difference. So I think, I don't know from a team member standpoint, I don't, I can't get on board with this stale goal. DAT-Dana (06:16) to know why I'm doing what I'm doing every single day, right? I have to like, as a team member, those are always questions that like, like, why do we want to get there? Why do we need to get there? What does getting there do for us? What does getting there mean we serve? Like, those are the things that I think team members ask. And so I think practices that lead with a vision and look at the vision for the growth, like you get team members bought in, you get team members understanding and wanting to be a part of it, it makes So many things easier to it makes hard conversations easier, right? Because it doesn't align with the vision It makes growth conversations so much easier and oftentimes think about like, you know I'm always looking at like the physical fitness space, right? Because that's super important to me. And so if I can sit here and say like well, I want to get stronger this year Great, but what what do I mean by that? Why do I want to do that? like do I want to do that because if I know that I want to do that because I don't know, I want to race my kid down the street and I want to be faster or I want to be able to just like be there for them forever or I want to not have joint pain or whatever it is that like, why do I want to get stronger? I'm so much more intuitive in like the pieces that I do to get there. If I know that like I don't want my joints to hurt, then the exercises that I pick are going to look very, very different than like, if I want to be the fastest mom in the neighborhood. right? Well, I do to be the fastest mom in the neighborhood looks very different than if I'm just looking at my joints, right? Because I probably am not going to be running a ton if it's my choice that are and why I want to be there. So I think like when you have a vision and when you know why it also helps you map your roadmap out to be much more clear and and have team members that are just much more bought in because they know why we're doing that they know what The Dental A Team (07:40) Mm-hmm. Fair. DAT-Dana (08:07) we're going to get out of doing that. Whether it's we get to now treat a thousand more patients, whether it is we get to bring in another doctor, whether it is we get to bring on new team members that we get to connect with. The Dental A Team (08:19) Yeah, I totally agree. I love the fitness aspect because it's so easily relatable. think for anyone, whether you're into fitness or not, it's an easy, tangible piece to relate to. ⁓ And I think with that, it's like you set your goal, right? And then you work backwards. Same with your vision driven goal. Like my goal was always when Brody was little, I remember the day that I was like, I will not huff up these stairs anymore. I will not tell my kid we got to play later because I'm tired. ever again. Like this is not okay. And so, and it wasn't even just the weight loss. wasn't like, it was literally just being physically fit enough that I could keep up with my kid was my goal. And then they grow up and they're 17 and you got to find a new reason. But then you're like, I'm going to be able to walk in 20 years. Like I, know, it changes and it shifts and it morphs. And with that, so does your business. vision, like it's gonna change, it's gonna grow, it's gonna morph and what you start out as of like I'm gonna be, you're gonna have a really cheesy one. You're gonna be like I'm gonna be the best dentist in my community and people are gonna love coming to my office, right? And then it's gonna be I'm gonna change so many lives in my community that people have the best smile around and they're constantly raving about how their life has improved because their smile has improved. That's how you're gonna get people at your office. Like that vision, awesome. That is your vision. Now how do we apply to that? How do I get the people to my practice that I need to change the smile, that they're gonna change their lives? Like what kind of avatar does that look like? And that's the now you work backwards because you saw this beautiful vision of the impact that you're gonna make on the people that are coming to your office. I have this, she's not even in my office, but I have this doctor that I've talked to a few times We've realized that her impact is this space that she's able to give her patients while they're in her chair. She attracts beautiful humans that are just a little afraid to be in this chair. And she just has this aura about her that she sits down and she's with them and she makes them comfortable just by being there and giving them the space. That's her vision. that's like, if you think about that as like, okay, well, how do I apply that? You work backwards from there, but I think Dana, those are the pieces where when your team comes around and they're like, my gosh, these patients who are afraid to come to the dentist, leave that chair excited and happy to get their treatment done. I have changed someone's perspective and view on dentistry that they are going to be healthier when they leave my practice than when they walk through those doors. That's massive. My best dental memory is the, I talk about her all the time. And I still, chat with her son on Instagram. He's like a dad and he's like 30 or something now. I'm like, how is this possible? Because he was like seven, but she did a smile makeover. And I remember prior to that appointment, she was so sweet and I loved her, but she was quiet and meek and like. Mousy hair like literally I can't describe it any other way just like a mousy always wearing brown Kind of like hunched over a little bit just not standing tall in herself recently divorced she had her son who was phenomenal and he loved her so much and I loved her and then she decided to do literally like smile to smile she did 12 units and The day she came back in with like for her her final check, know, Dana, that changed my perspective of dentistry. This woman came on with highlights in her hair. She was wearing heels, she was wearing colors. And I was like, who are you? She was smiling ear to ear. And I've known her now. I mean, I was, I'm almost 41. I was maybe 20, maybe 21 when this happened. So for 20 years, I've watched this woman be this strong, independent human. And I'm like, I don't It was her smile. Those are the things Dana that I think you're talking about, that it's like, I can get on board with that. I can get on ⁓ as a team member. I can work my tail off to see something like that come to fruition. DAT-Dana (12:46) Yeah, yeah, and I think like I have a story similar to that right where it was like I don't do job interviews because they don't like to like a completely new career new person new human new life because they were able to go on job interviews and get you know a position they never ever thought that they would right which then financially changed their means which totally changed their life and I think that I think sometimes because I think we were talking about earlier, right? Dentistry can get a little bit stale. I think we forget as team members. I think even dentists forget, like we're doing truly incredible things every day. And I know is the filling always going to make a massive difference? No, but there's going to be a patient that comes through your office. There's going to be several patients. And you may never even know. Impact you you never you may never even see the 20 years later, right? You may not see the new highlights and the new confidence But what you're doing is so so important Even if it is making somebody comfortable enough to come in sit down and have that feeling right because you don't know if that was the difference in them Having the feeling or eventually being a denture list because they were so afraid to get in a chair, right? Which is just we're gonna change someone's difference and they say this all the time when I'm in person with with teams is like the things that you are doing day in and day out. Well, sometimes they can feel mundane, right? Turning over room after room after room. Well, sometimes that can feel a little bit stale. Like the reason you're doing it and the things that you can change in someone, in yourselves, in your team, like it's... amazing. And I think we forget that so often because it is just the burn and turn of it. But I think when we can think about that, and we can picture what we want, and then we can take what we want and even bring it down to as finite as I've had a vision with a team that like it's what got us our new patient goal. And as silly as that sounds, it's when you break…
Full show notes at the publisherKiera is a guest on The Extraction, a podcast by TeamCare, to talk about accountability without the drama. She, along with co-hosts Kyle Bergman and Dr. Sharon Bleiler, discuss the sometimes difficult realities of what it takes to be a good leader versus a great leader. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners, this is Kiera. And today we are sharing a guest interview I did on another podcast. And it was too valuable not to bring you guys here. this episode, you're gonna hear this host lead the conversation and then I'll wrap us up at the end. I cannot wait. It was truly one of my episodes and I truly hope you enjoy. The Dental A Team (00:18) everyone and welcome back to The Extraction podcast. Your cohost Kyle here today with my cohost and the co-founder of TeamCare, Dr. Sharon Bleiler. And today we are joined by Kiera Dent, who is the CEO and founder of Dental A Team, a consulting and training company focused on profitability, systems, accountability. culture and leadership in dental practices. Kiera has worked nearly every role inside of a practice, which is a big part of why her content lands with both owners and teams. So in this episode, we are going to be riffing a little bit about everything and anything that goes into making a practice smarter, scaling from a leadership, bonding. We're going to talk a little bit about AI and efficiency. And so stick around. This is a good one. Kiera. Welcome to The Extraction. How are you? Amazing guys. Thank you so much for having me. I've been super pumped to get on the podcast. Definitely a big fan over here. Excited to just rift on all things dental. I mean, my last name is Dent. So it's definitely my cup of tea here and excited to be with you guys today. So thanks for the warm welcome. Absolutely. And thank you again for taking the time to join us. I know you're super busy and congrats on all the success you've had building dental. A team. One of the first questions I love to ask is what brought you to the dental industry? Not necessarily something that people grow up aspiring to be back when we want to be firefighters, astronauts or Olympians, but what brought you into it? Curious. mean, great question. It's funny. I remember in first grade, my teacher, Mrs. Larson had us like right out where we wanted to be. You guys, I have gone all over the map. I went from being like, I wanted to be a hotel cleaner. That was a big dream of mine. I was like, I want to be a hotel. cleaner mom, like it's gonna be amazing to wanting to be a vet. I don't even really like animals. Like you can judge me harshly right now. And I was like, vet all the way up to I wanted to have, I wanted to break the world record and have 99 kids because I was like, listen, and then I'll just have like, I had already thought in processes at that point in my life. Like if I just like meet with them like one day a year, I could see each of them three times a year to then being like, listen, I just want to like wear scrubs for my life. And so was either like be a nurse and learn the whole body or be a dental assistant and just learn the mouth. So that's actually what got me into dentistry was the desire to wear scrubs. Also, I became varsity tennis player, not because I love varsity, I just wanted to wear the cute skirt. Like that was really my motive in life. So I clearly am like a mixed bag over here of why I got here. But I actually then got into dental assisting. It was very fun, loved it. And then I went to college and I was trying to figure out what I wanted to do. I settled on wanting to be a marriage and family therapist. And I remember I was sitting in my interview, I was in Oklahoma and I was interviewing to get my degree and master's get accepted to school. They asked me questions and I was thinking about my patients back at the dental office. And it was a, I call these like the pivotal moments where I sat there and was like, Keara, do you really want to be a marriage and family therapist? The fact that you're sitting in this interview, you've worked hard. mean, passing the GRE is freaking hard. So like even to get there, I was like, do you actually want to be this marriage and family therapist? And it was a moment where I was like, I think I actually absolutely love dentistry and that's where I'm meant to be and what I love to do. And then you fast forward a little bit further and now we're in consulting and I feel like I've been able to blend my love of the marriage and family therapy, of the love of people and wanting to solve problems, but I get to do it in a space of dentistry that I feel is just magical to change lives. So that's kind of my like roundabout random story of going from hotel cleaner to veterinarian to becoming a dental consultant. And I feel like I really did that like sweet landing of a space that I'm obsessed with of helping people. And I say, dentistry is my platform, life is my passion, and to be able to bring that to the table is very fun. Kiera, that makes so much sense that you married those two because I watched your video on your website, and I've been a dentist for a while, and you you hit it out of the park. As soon as I watched it, I'm like, yes, it's really hard. Yes, you love it, but yes, you're trying, you always have, I always say like you have one wheel off the wagon and you're always trying to get it back together. that you were in counseling and yeah, you got it. Thank you. In our research of looking at what you've done, Kiera, I see a lot of similarities in your leadership style along with Dr. Sharon's here. One of my favorite all time quotes from any human is when Dr. Sharon said, you know why I'm a good dentist and a good manager and a good owner, Kyle? It's because I raised four kids. It's because I was a mother. Because I was a mom first. You talk a lot about accountability without drama. Noble Dentistry, our in-house brand underneath TeamCare, is run equal parts Iron Fist and a lot of empathy. Everyone there, it's an excellent practice. 14 operatories, seven associate doctors, millions of dollars a year. It got there under the leadership of Dr. Sharon and the incredible technology that builds Power's TeamCare. But Dr. Sharon lives and breathes set every day, accountability without drama, being direct with people, having meaningful conversations. What in your experience does that actually look like in a real office? Yeah, well, mean, Dr. Sharon, I love your story and I love what you've built. I think like powerhouse and that is not an easy feat. with physically my body's been, think, in over 300 dental practices in the course of my career. Our team, think, has physically been in over a thousand. So like... To say that I've seen a few dental practices in my time is not a lie. And to see people that are able to grow to the magnitude that you've been able to is something that I think there are, there are traits, there are characteristics, there are pieces. And it was interesting because I think like one, you're an insane example and everybody listening, like kudos because you've got a great example. Dr. Sharon, I'm freaking proud of you and I love what you've built and I love what you've created and. Everybody listening is really lucky to be able to hear your successes and to learn from you. The second thing I want to say is we had an in-person mastermind with our doctors and we bring them all together and it was something I did not want to do. Like literally I was like, I'm not doing masterminds guys, like everybody does masterminds and our doctors like, Kiera, please bring us together. And I'm like, listen, this is not my cup of tea. Like I'm a girl who loves to be on stage, but then I definitely love to just like shut it off and not be on stage anymore. Events, feel like they just linger longer forever. So I am the girl who puts on an event and then you don't see me at all. Like it's like a goodbye, wave goodbye to the children, send them on their way. And like, I don't want to see you until the next morning. And, but I noticed in there that when you ask about the questions of accountability and iron fist and different things, there was a moment that I hadn't realized until just two weeks ago. And I've even watched myself, we're 10 years into the company now. And I think that there's an evolution of leadership. And I think Dr. Sharon, you'd probably agree to this that. I think there's the firefighter stage when you first start and you're like bros and gals with your team. And you're really in this like, I want to be best friends. And I actually think it blurs the lines of accountability really hard for these new owners, but they want to keep the team and they want to have good vibes. Like I was talking to a tennis the other day and she's like, I just love my practice. She's three months in Dr. Sharon. So we know she's still in like the honeymoon phase. And she's like, I just love my team and they're so great. And we just like all have the best thing and we hang out all the time. And it's just great vibes. And I thought, honey, I'm so freaking pumped for you to experience. It's Sharon's laughing. She's like, you get it, you have it, you understand. I think that as you evolve, you start to recognize, and I said this quote the other day to a dentist, said, there will be points in your career that you are loved, there will be points in your career that you are hated, but I hope where you actually land is respected. And I think when you can have the filter of, how can I be a respected team leader? How can I be a respected CEO? You start to make decisions of accountability that are firm, that are fair, that are consistent. And that is what teams ultimately are looking for. They're not looking for you to be best friends. Surprise, like spoiler, bosses aren't their best friends. Like that's not what we're here to do. Our job is to be that leader, to be that coach, to be that mentor, to be the person who sets the standards, to set the stage. And standards are what we tolerate, not what we say. And so when I look at accountability and I look at teams, I think that there is a progression. And I think for leaders to realize like you don't just show up out of the box as a great leader. It is a progression and it's an overview of that. But I do think the consistency piece and also making decisions that are in the best interest of the business, not in the best interest for you or for your team, I think becomes a North Star that helps you have stronger accountability. And I will say like, you can't have accountability without consistency. So if you're not solid on the consistency, get someone paired with you. that consistently drive those results forward for you, because those are gonna be some of the most key critical pieces that I've seen that really separate the successful easy practices versus those that are just scrapping by and trying to get to the next level, but feeling like they can't get out of their rut. And I'm like, you can't because we're not consistent, we're not accountable, and we're not holding the true North Star of what the practice ultimately needs, not what you want to do to be liked. And I hope that landed with love, not sharpness. No, no. Like that's damn, that's like spot on. That's what Kyle's kind of saying. Kyle has three children. He is an entrepreneur. has multiple businesses and he's a big part of a TeamCare. But we talk all the time. He has three children under two. Three, three, three under three you recommend that Kyle? We're an IVF right now and we have three embryos. And people, I've been asking people like, so do I just go for like the shop approach? Like you just like. three like one after another like I could have three surrogates at the same time like we have to realize I have like different atmosphere over here or would you like space it out so hearing like 303 would you recommend it? Just curious asking for a friend here. Okay so I have twin boys that are about two and a half years old and a nine month old baby girl and I think it's good to do it all at once because I have a friend who has a seven year old and a four year old and his wife's pregnant and the look on his face that's It's devastating. I'm praying for David out there. Yeah, just go for it. Go for it, Kiera. Do triplets. Let's go. My first thing was, I was like, listen, guys, I'm a business person over here. Can I do like a three for one deal? Circuits are not cheap, nor should they be like they're donating their body for me. And I'm so grateful. But I was like, can I do a three for one deal? And they were like, well, your rates go down. like your success rates. And I was like, all right, we'll do like three, but just get, okay, anyway, back to you're an entrepreneur, you're three. I do think Kyle's right, because like I always look at it like my kids, I had four in six years, you want to go to Disney World once. You don't want to go every three years. And you're to go once. But that aside, honestly, I feel exactly as you do. And that's why I kind of said to Kyle about treating everyone there. Absolutely the business is first, very open, very honest. Tell someone immediately when something's not going right, correct it and it's over. And that's it. it's much, you know, what do they say raising kids? Seven words of praise for everyone. Negative. ⁓ Truth. It's truth in any part of your life. And, you know, I do love your name too. And I want to talk about that a little, like that you wrote Dental A Team, because one of the big things on all my ads say players want to play with A players. And once you drop that level, your whole team goes down. Once there's one person sitting at the front desk or in the back or anywhere who's not pulling their weight, everyone knows it. So how, when you go into a practice, are you addressing that to the doctor, to the team? Like, where do you go when you're finding these? You're seeing it straight out where sometimes, docs sometimes live in fear of their staff. Yeah. No, ⁓ you're right, Sharon. And I say the best gift I think I can give an owner is to be unshackled from feeling like they have to keep team if they don't want to. I'm not here to, consultants get a bad rep because we go and we're like. fire everybody and that's not my world. I don't believe in that being a team member myself, being a business owner, the greatest cost to a business is actually turnover. Like it's a huge, like the human capital expense is very large and for good reason. But when I look at that, you're not wrong. Someone was talking to me, they talked about like the NFL, like pick whatever sport analogy you enjoy, but they're like, they don't go pick when they're going through draft season, they're not picking the like BCDs for good costs. They're like, we're going for A because we want to win. and every person on there is the top 1%. And if they even drop and they're not doing it their best, they get cut. And it's just cutthroat there. But that's how you get winning championship teams. And I think a lot of times in dental practices or in business, that's not as cutthroat, it's not as viewed in the world, like on the spotlight of the TV. I think we do some…
Full show notes at the publisherDoes it seem like there are communication troubles in your practice? Spoiler alert: That usually has to do with accountability. Kiera and Dana riff on why creating an accountability ladder a) isn't as difficult as you think, and b) will save tons of time, energy, and money. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera and I've got the one and only Dana back with me today. I wanted to podcast with Dana, so I ⁓ maybe selfishly took her for two podcasts today. So Dana, welcome back to the podcast. How are you today? DAT-Dana (00:12) Doing pretty good, I'm ready for round two. The Dental A Team (00:15) Good. I do love podcasting because Dana and I were just able to rift and jive and it's fun. I think when you work with people for quite a while and you both have a ton of passion, makes podcasting very easy. So Dana, I wanted to just kick us off today on, I think, accountable teams. I think accountability is a buzzword in practices and people might be like, womp, womp, accountability. But I'm going to say like, no, it's not womp, womp. It's a, if you don't have accountability, your team is freaking chaos. And yet I think offices don't want to have accountability and then we're going to do a pivot of like what happens if your doctor doesn't want to be accountable. So tune in. I hope you guys are ready. We're going to dive into it because it happens and I don't just think it's teams that aren't accountable. It's also doctors that aren't accountable. Like what do do because if accountability is such a like ick and issue and constant stressor for everybody. Well, like what the heck? Like how do we, how do we fix this and overcome? So Dana, let's dig in. Let's talk about like I'm gonna just walk us through. It's gonna be a short rift today, but walk me through like, we get new offices. And I found that usually the number one issue they have is communication, which usually leads down to accountability. That's at least what I find. But I think that it's like, well, where do you start and how do you know like, is my team accountable? Is it not like, what do accountable teams look like? What do accountable teams not look like? Walk me down through like what you see in the practices you consult. DAT-Dana (01:35) Yeah, I agree with you. It typically will come down to communication. And so when I talk to a team about accountability, I always say, there's accountability ladder, right? So we have to hold ourselves accountable first, right? Then we've got leadership team to hold us accountable. And then we've got practice owner typically there at the top. But there's always a caveat to that. And that is it has to be seen from the top down. So yes, we have to hold those lines. We have to follow those ladders as far as the chain of accountability. But the tone for accountability is set from the top down. So if we don't have an accountable practice owner, we're probably not gonna have accountable leaders, which means we're not gonna have an accountable team. And so that's usually how I kind of open that discussion and that it does really come down to communication and some personal integrity, right? If we say we're gonna do something, do it. And if we notice that somebody isn't, have the conversation. So like you said, it really truly comes down to 100%. of communication ⁓ and clear expectations. The Dental A Team (02:39) Yeah. Gosh, Dana, like I love the accountability letter. Thank you. I have not heard that from you. So I think that's a fun, like you're right. It does start as you. And then it goes to your leadership team or your direct manager. And then it goes to the practice owner. And as you said that, just thought like, my husband and I were chatting the other day and something Jason, hi, I don't know why I do the things I do half the time. Jason and I were watching love is blind. So we decided to say like, okay, if we were in the pods, what questions would we ask each other? And Jason, think Jason is a very, uh, he hears what's not being said. And Jason said, I would ask the question of what things are going to make it really easy to be in a relationship with you and what things are going to make it really hard to be in a relationship with you. And I was like, that's pretty good. Pretty great question. And I told Jason, I said, like, one of the things for me with Jason is a lot of times Jason, feel, um, tries to kind of like form himself into the relationship he is. And so he'll maybe not say everything a hundred percent the way like, Like we had an issue and he was like, you know, like, and tried to just like almost sugar coat it for the person. And I, I called JSAO. I was like, Jay, why, like, why, why don't you just say like, I'm sorry. And Jason told me, he said like, well, in this scenario I'm embarrassed because I didn't do X, Y, or Z. And, ⁓ gosh, this is coming from years and years and years of coaching. ⁓ so that's the only reason I was able to see it. And thankfully Jason and I have a very open relationship where like he tells me like the hardest thing for me is like, girl, you gotta let go of control. think Dana would agree. Like I need to just let go and like trust people like that is my zone. So he will call me out of like care. That's like you're controlling, like just let it go. Thank you. ⁓ and for him, I was like, just having that personal integrity, I know will give you confidence cause I've done it as well. So for example, if I'm embarrassed with something, say like, Hey, I missed that and I'm really sorry. Like I dropped the ball, but even in those small little instances of like, I don't know if like Dana, I was supposed to do a podcast and I messed up with her. It's like, Hey Dana, I'm real sorry. I dropped the ball on that podcast. You can count on me in the future to do X, Y, Z. And in those small little subtle areas, I think that that's where you start to build personal accountability and confidence. And then like you said, Dana, it then is like peer to peer. And I know it gets weird and people are like, I'd rather not tell my team. I'm like, really? Cause let's just play, let's play the game. We either tell our team members and we have direct honest communication where we're able to have that. Or we sit in artificial harmony where everyone's walking on eggshells. Like you choose me, which practice you actually want to live in. And then that's also going to help us start to have that. And I do think, Dana, like as consultants, it's really fun to be able to open the floor to teach people like, okay, let's start with ourselves. And like, this is how we're going to have personal integrity. Like you literally say what you, if you tell someone you're going to get back to them by Friday, you get back to them by Friday. And we start with these little accountability check-ins. Like if you messed up, you take ownership for that and you say what people can count on you for. Then we go into like this week, everyone's going to hold each other accountable to one thing. So everybody's going to do that together. Like We all know everyone's got the floor. We go around the room and ask like, Dana, are you good if people hold you accountable? If they see something and she's like, yes, you get every person to say yes, because now we've got buy-in from the team. We have it. Now they all start to hold to their accountable. And Dana, I guess the question is like, does this really work or is this just consultant theory of like a pipe dream that nobody actually ever gets to? DAT-Dana (05:51) ⁓ I I truly and honestly think it actually works I think that people just have to be willing to dig in they have to be willing to get a little bit uncomfortable and they have to be willing to work on communication so never am I like okay just freely go and have these conversations right we talk about how to communicate we talk about like have you noticed somebody isn't receiving what you said very well right read body language and understand hey this is what I wanted you to hear it looks like maybe that upset you a little bit The Dental A Team (06:07) You DAT-Dana (06:21) Can you tell me where I maybe lost it or can I start over? So it really then truly comes down to breaking down communication. And I think that teams that can learn to navigate conflict, that can learn to navigate these hard conversations, I honestly and truly feel like it is doable. The Dental A Team (06:24) Mm-hmm. And I agree with you, Dana, because we've watched it and I have teams, your highest producing less stressed practices are the ones that are accountable. And like you said, it starts top down. So, and what I can count on, and it's always crazy because I can tell if I give a doctor action items within our coaching call, if they get them back to me within the week, I know that team's going to be an accountable team. If that doctor misses every coaching call and gives me excuses every time, I know the team's going to be a struggle. and the doctor's going to blame the team and say, team's not accountable. And Dana and I have the really fun job of saying, well, let's first work on action items with us. Because if you can get to be like, if you tell me you're going give this to me by Friday, I'm going to expect you to get it to me by Friday. Because it's those small micro integrity pieces that I feel people don't think are important. But to me, I feel like it's the floodgate to saying, like, do we actually do what we say we're going to do? Or is it just a free for all? Like, we just talk nonsense and it doesn't matter. And I think owners and doctors, like if you tell your team you're going to produce, you got to produce. If you tell your team that these are the goals, but you're not willing to show up and do it like that, that's a, that's a huge disconnect. Why should your team be pulling when you're not pulling? you can change the goals. You're allowed to change them. That's totally fine, but you can't say we're going to do this, but then you don't show up or I want everybody here for huddle, but then you're not there on time. ⁓ I think teams watch and they mirror and you've got some people that really want to be great. but doctors and owners and office managers, like I've walked into some offices and front office are like just sitting there eating food and like not answering phones. And I'm like, whoa, I don't know, Dana, could you imagine our team with me? She's like shakes her head no. And I guess Dana, why? Why is that? Because some teams feel like that's totally acceptable. And for you, you know, like I have never said anything. It's not in our rule book. It's not in our handbook. It's not like, what is the difference? DAT-Dana (08:20) new. The Dental A Team (08:33) that you feel that like, think team members are something. So Dana, what is it? Cause like literally watching you're like, absolutely not. Like you would never talk. You're right. I wouldn't. So I'm glad. I'm glad you know that without me saying it, but what is it? DAT-Dana (08:38) Yeah. ⁓ Yeah. I think part of it is just ingrained in like our innate culture. And I think too, it's just the way you show up. Like I know that if we are in a team meeting where we need to be paying attention and we need to be on it, like we won't be there eating and you won't be there eating either. ⁓ And so I think that it's just like, we know how you show up. And so The Dental A Team (09:02) you DAT-Dana (09:07) we know that that's kind of the innate expectation. doesn't have to be said. It doesn't have to be. It's shown to us every day. And so, you know, I think core values can help with that. I think that like, you know, we read passion, present, result, solutions, and I know that part of present is being truly present, right? So I just think that, again, it's you set the tone for those things as the leader of the company. And I don't The Dental A Team (09:21) you Yeah. DAT-Dana (09:34) Like you said, it doesn't have to be said. think we just know because that's how you show up. The Dental A Team (09:38) for sure. And Dana like, thank you. Thanks for stroking my ego today. And I know it wasn't like a, we did not rehearse this. I literally was like, Dana, you got a few extra minutes because I'll take you. I think that that's for leaders. And the reason I wanted that is because right here you have a team member and an owner sitting on a podcast. I have never once said, I remember I showed up to work one day, we had our little HQ, it's an employee who's no longer with us. And I remember looking at her, she opened the door for me because it was locked and she had like powder sugar from a donut down her shirt. Her hair was really wild and she did not have shoes on. And I was like, Hey, so, what's going on today? She's like, I didn't expect you to be here. And I said, well, fantastic. am here. And this is absolutely not how we show up ever. Like, and if I ever walk in here again, this will be the change. Like, great. You need to go home and you need to go clean up and come back and like be in a professional setting. You are the leader of our company. And for me, I want to throw up when I have those conversations, I will have those conversations, but then I was definitely like, it's uncomfortable for me. However, I also think like my job is to make sure our team has a leader that they can count on. And if it's not driving to the standards and expectations that I want, that's on me. And I think what you tolerate in your team is actually what you tell your, like, it's not what you say. It's what you tolerate are your true standards. And so I think when it comes to accountability, look at yourself first and like, how am I showing up? And then look to see it like, what the heck? I remember Britt, it was Britt, Tiff and Shelbi. And they came to me like, Kiera, I feel like our goals. are so outlandish, like it's almost laughable. And I was so grateful for that date. And probably remember is like what we had as our vision, it was psychotic. And yet all of us were quote unquote following me, but I was so grateful to have a team that called me out of like, here, these goals are not realistic and they're almost deflating. So like we reset and we build goals that like we all agreed to that were stretch goals, but they were realistic. And I think like, I watched our whole culture change. So I think like owners, it's also okay for you to admit when you're wrong. but it's not okay in my opinion to be like sloppy and messy about it. Like if you say like I messed up, you've got to hold that consistency longer. You need to be the person. And I don't know. I just think of like doctors come and complain to us all the time. They're like, my team's not hitting this. My team's not doing that. And Dana and I have a very nice bird's eye view straight into your real life. And I'm like, well, you're not either. So let's start with you first. Let's change you first. If you want to have these big audacious goals, cause that's what you need. I need you to freaking go diagnose like I can't do that for you and I need you to go deliver. I can't c…
Full show notes at the publisher
Our TOPPODCAST Picks 
