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10 most profitable changes to my dental office

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Dr. Gupta shares the top 10 most profitable changes he made to his dental office.

Publicada em: Negócios, Saúde e medicina
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10 most profitable changes to my dental office

  1. 1. the 10 most profitable changes I made to my private office Ankur A Gupta, DDS
  2. 2. Dr. G - Age 26
  3. 3. Dr. G - Age 26 Just finished GPR
  4. 4. Dr. G - Age 26 Just finished GPR Very comfortable with endo and surgery
  5. 5. Dr. G - Age 26 Just finished GPR Very comfortable with endo and surgery I heard these great rumors
  6. 6. Dr. G - Age 26 Just finished GPR Very comfortable with endo and surgery I heard these great rumors
  7. 7. 4 years laterUnpredictable profitsIncreased collections = more work and more stressIncreased work = more employees and more time at officeFatigue and burnout was common
  8. 8. 4 years laterWhy? Whenever the team had an “issue,” we would have a “meeting” I was apologetic about fees I felt like I needed to “educate” patients about why they needed the recommended treatment We had all these great patients that liked us, but we still did not see a lot of referrals of family and friends Everyone on the team had a different idea of the characteristics of a great, successful, lucrative office . . . but we all thought we were on the same page
  9. 9. 4 years later
  10. 10. 4 years later
  11. 11. 4 years later
  12. 12. 4 years later What were these dentists doing?
  13. 13. 4 years later What were these dentists doing? Better dentists
  14. 14. 4 years later What were these dentists doing? Better dentistsBetter clinical skills
  15. 15. 4 years later What were these dentists doing? Better dentistsBetter clinical skills Better patients
  16. 16. 4 years later What were these dentists doing? Better dentists Better clinical skills Better patientsPracticed in communities in which patients had more disposable income and were more interested in long term dental health
  17. 17. 4 years later What were these dentists doing? Better dentists Better clinical skills Better patientsPracticed in communities in which patients had more disposable income and were more interested in long term dental health ... and fewer dentists
  18. 18. Something had to change
  19. 19. Something had to change
  20. 20. Something had to change
  21. 21. Something had to change
  22. 22. Something had to change
  23. 23. Something had to change
  24. 24. Something had to change
  25. 25. Become a business -person Marketing Sales Leadership Interpersonal communication Management Motivation Workplace efficiency
  26. 26. Bad words! Sales Money Business
  27. 27. Bad words! Sales Money Business
  28. 28. the 10 most profitablechanges10. We, as a team, began reading books about business
  29. 29. Business booksPeople Buy You, by Jeb BlountHow to Win Friends and Influence People, by Dale CarnegieThe 7 Habits of Highly Effective People, by Steven CoveyThe Secrets of a Millionaire Mind, by T. Harv EkerThe E-Myth, by Michael GerberThe Invisible Touch by Harry BeckwithCustomer Satisfaction is Worthless, Customer Loyalty is Priceless, by JeffreyGitomer
  30. 30. Business booksPeople Buy You, by Jeb BlountHow to Win Friends and Influence People, by Dale CarnegieThe 7 Habits of Highly Effective People, by Steven Covey Table 322The Secrets of a Millionaire Mind, by T. Harv EkerThe E-Myth, by Michael GerberThe Invisible Touch by Harry BeckwithCustomer Satisfaction is Worthless, Customer Loyalty is Priceless, by JeffreyGitomer
  31. 31. What did we do with thebooks?Team responsibility Book report General summary List of action steps Implementation of 1 action plan
  32. 32. Sure doc, but I hate reading Webinars Heraeus Books on CD 3M ESPE Covey DentalTown Beckwith Nobel BioCare Lakhani ADA Gerber
  33. 33. The 10 most profitablechanges9. We created an organized, structured, and incentivizedinternal marketing program
  34. 34. Please do the following
  35. 35. Please do the followingGive a gift card to all referring patients
  36. 36. Please do the followingGive a gift card to all referring patients Send a basket of goodies to a patient’s workplace
  37. 37. Please do the followingGive a gift card to all referring patients Send a basket of goodies to a patient’s workplace Hand out business cards or toothbrushes to local businesses
  38. 38. Please do the followingGive a gift card to all referring patients Send a basket of goodies to a patient’s workplace Hand out business cards or toothbrushes to local businesses Ask 1 patient per day for a referral
  39. 39. Please do the followingGive a gift card to all referring patients Make follow-up calls after long procedures Send a basket of goodies to a patient’s workplace Hand out business cards or toothbrushes to local businesses Ask 1 patient per day for a referral
  40. 40. Please do the followingGive a gift card to all referring patients Make follow-up calls after long procedures Send a basket of goodies to a patient’s workplace Organize a “dental health” lecture Hand out business cards or toothbrushes to local businesses Ask 1 patient per day for a referral
  41. 41. Please do the followingGive a gift card to all referring patients Make follow-up calls after long procedures Send a basket of goodies to a patient’s workplace Organize a “dental health” lecture Hand out business cards or toothbrushes to local businesses Have a table at several health fairs Ask 1 patient per day for a referral
  42. 42. Ok team, let’s start . . .
  43. 43. Ok team, let’s start . . . We really should . . .
  44. 44. Do it right!
  45. 45. Do it right! Structured
  46. 46. Do it right! Structured Written
  47. 47. Do it right! Structured WrittenIncentivized
  48. 48. Do it right! Structured Choose 3 marketing initiatives WrittenIncentivized
  49. 49. Do it right! Structured Choose 3 marketing initiatives Written Create a goal, a reward, a competition for eachIncentivized
  50. 50. Do it right! Structured Choose 3 marketing initiatives Written Create a goal, a reward, a competition for eachIncentivized Write it up on posterboard, and monitor daily
  51. 51. Written and Incentivized
  52. 52. Written and Incentivized 324
  53. 53. Written and Incentivized 324
  54. 54. The 10 most profitablechanges8. We determined “The Number”
  55. 55. The NumberHow much money must be collected per day that will satisfy: all home expenses all practice expenses all desired savings all desired extra payments toward loans desired number of fun, meaningful vacations
  56. 56. The numberHow much are you collecting on a daily basis, and is itenough?
  57. 57. BonusWhat is it called when you collect enough money to pay forall dental supplies, staff salary and benefits, office supplies,rent, uniforms, advertising, and all other office expenses?
  58. 58. BonusWhat is it called when you collect enough money to pay forall dental supplies, staff salary and benefits, office supplies,rent, uniforms, advertising, and all other office expenses?
  59. 59. bonusWhat is it called when you collect enough money to pay forall practice expenses, home expenses, desired savings, anddesired loan paydown?
  60. 60. bonusWhat is it called when you collect enough money to pay forall practice expenses, home expenses, desired savings, anddesired loan paydown? Profit
  61. 61. bonus What is it called when you collect enough money to pay for all practice expenses, home expenses, desired savings, and desired loan paydown? Profit. . . and a portion of that profit could be shared with your team
  62. 62. The 10 most profitablechanges7. We started offering a bonus that our team couldunderstand and monitor
  63. 63. bonusSo, determine “the number”Tell everyone on the team what the number isDetermine a percentage of profit collected over that numberthat can be shared by the teamTell everyone on the team what that percentage isPut it on a calendar
  64. 64. bonus
  65. 65. bonus 5000
  66. 66. bonus 5000 10,000
  67. 67. bonus 5000 10,000 15,000
  68. 68. bonus 5000 10,000 15,000 75000
  69. 69. bonus 4661 5000 10,000 15,000 75000
  70. 70. bonus 4661 9348 5000 10,000 15,000 75000
  71. 71. bonus 4661 9348 15,038 5000 10,000 15,000 75000
  72. 72. THE 10 MOSTPROFITABLE CHANGES6. We bought a nice camera, and learned how to use it
  73. 73. a nice cameraNikon or Canon digital SLR Macro Lens Retractors Small and Large Mirror
  74. 74. Camera
  75. 75. Camera
  76. 76. camera
  77. 77. camera
  78. 78. camera
  79. 79. camera
  80. 80. camera
  81. 81. the 10 most profitablechanges5. We changed the new patient experience completely
  82. 82. change New patientexperienceOur old NP protocol Our new NP protocol go over medical history “wow” them when ask about “chief they walk-in complaint” take photos and Take radiographs display in front of patient Tell patient what is wrong with their mouth ask how they “feel” about their teeth ask, ask, and ask, and keep mouth shut
  83. 83. change the new patientexperience“wow” them when they walk in call them by name compliment them (somehow) sit with them to go over paperwork Learn something about them
  84. 84. change the new patientexperiencePut these photos in front of the patient before you starttalking about their teeth So, tell me, how do you feel about your teeth? On a scale of 1-10, how would you rate your teeth?
  85. 85. change the new patientexperiencePut these photos in front of the patient before you starttalking about their teeth So, tell me, how do you feel about your teeth? On a scale of 1-10, how would you rate your teeth?
  86. 86. Change the new patientexperienceAsk, ask, ask, and keep mouth shut
  87. 87. Change the new patientexperienceAsk, ask, ask, and keep mouth shut Describe the ideal situation, in your opinion.
  88. 88. Change the new patientexperienceAsk, ask, ask, and keep mouth shut Describe the ideal situation, in your opinion. Why is that important to you?
  89. 89. Change the new patientexperienceAsk, ask, ask, and keep mouth shut Describe the ideal situation, in your opinion. Why is that important to you? How could we fix that for you?
  90. 90. Change the new patientexperienceAsk, ask, ask, and keep mouth shut Describe the ideal situation, in your opinion. Why is that important to you? How could we fix that for you? How would you feel if this was perfect/ideal?
  91. 91. Change the new patientexperienceAsk, ask, ask, and keep mouth shut Describe the ideal situation, in your opinion. Why is that important to you? How could we fix that for you? How would you feel if this was perfect/ideal? How would you like to get started?
  92. 92. the 10 most profitablechanges4. We answered the phone Monday through Friday from8am to 6pm, and on Saturday from 9-12. . .and we answered it the right way. . .and never missed a new patient phone call
  93. 93. the 10 most profitablechanges4. We answered the phone Monday through Friday from8am to 6pm, and on Saturday from 9-12. . . ... for new patientsand we answered it the right way. . .and never missed a new patient phone call
  94. 94. we answered the phone
  95. 95. we answered the phone The average office is open 3.5 days per week
  96. 96. we answered the phone The average office is open 3.5 days per week The average office takes an hour break for lunch
  97. 97. we answered the phone The average office is open 3.5 days per week The average office takes an hour break for lunch So, they are answering the phone 28 hours per week
  98. 98. we answered the phone The average office is open 3.5 days per week The average office takes an hour break for lunch So, they are answering the phone 28 hours per weekPeople are calling M-F from 8-6, and on Sat Morning - 53 hours
  99. 99. we answered the phone The average office is open 3.5 days per week The average office takes an hour break for lunch So, they are answering the phone 28 hours per weekPeople are calling M-F from 8-6, and on Sat Morning - 53 hours They are getting a voicemail message . . .
  100. 100. we answered the phone The average office is open 3.5 days per week The average office takes an hour break for lunch So, they are answering the phone 28 hours per weekPeople are calling M-F from 8-6, and on Sat Morning - 53 hours They are getting a voicemail message . . . 47% of the time
  101. 101. We answered the phoneEveryone in the office answered the same wayWe rehearsed different phone call scenarios, mean patients,rude patients, unusual questions, and the gamut of“insurance questions”
  102. 102. We answered the phoneWe never missed the New Patients! Voice-over IP - a phone system that allows your callers to use an automated menu, classifying the reason for their call (billing question, general question, existing patient, new patient, etc.)
  103. 103. the 10 most profitablechanges3. We, as a team, came up with a long-term vision for theideal practice
  104. 104. Your ideal practiceWhat procedures are you doing, regularly? What procedures are you no longerdoing?How many patients are you seeing in a day? How many for the hygienist?What days are you open?How many new patients are being seen per day?How many patients, per day, are children?How many vacations or extended time off is the office providing?What does the office look like?What kind of equipment is being used?
  105. 105. Your ideal practiceCome to an agreementWrite it all downMake a time-lineCome up with one action step
  106. 106. the 10 most profitablechanges2. We changed the role of the hygienist
  107. 107. change the role of yourhygienist The prophy machine The periodontal therapist The treatment planner
  108. 108. change the role of yourhygienist The prophy machine Many prophies in a day. 30 - 45 minutes spent on each. Periodontal probing is rare. Photographs and interview are rare. The periodontal therapist The treatment planner
  109. 109. change the role of yourhygienist The prophy machine Many prophies in a day. 30 - 45 minutes spent on each. Periodontal probing is rare. Photographs and interview are rare. The periodontal therapist More time per appointment. Regular probing - more periodontal diagnosis and treatment. The treatment planner
  110. 110. change the role of yourhygienist The prophy machine Many prophies in a day. 30 - 45 minutes spent on each. Periodontal probing is rare. Photographs and interview are rare. The periodontal therapist More time per appointment. Regular probing - more periodontal diagnosis and treatment. The treatment planner Fewer appointments per day. Probing, photos, and interview on every adult patient.
  111. 111. change the role of yourhygienistConsistent productionPotential for burnoutMakes office more money
  112. 112. change the role of yourhygienistConsistent production Prophy MachinePotential for burnoutMakes office more money
  113. 113. change the role of yourhygienistConsistent production Prophy MachinePotential for burnout Prophy MachineMakes office more money
  114. 114. change the role of yourhygienistConsistent production Prophy MachinePotential for burnout Prophy MachineMakes office more money Treatment Planner
  115. 115. the 10 most profitablechangesI learned how to do an atypical procedure, and marketed itheavily
  116. 116. Atypical procedure
  117. 117. Atypical procedureConscious Sedation
  118. 118. Atypical procedureIV SedationConscious Sedation
  119. 119. Atypical procedureDental Implants to Retain a DentureIV SedationConscious Sedation
  120. 120. Atypical procedureSimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  121. 121. Atypical procedureCosmetic “Smile” DentistrySimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  122. 122. Atypical procedureTreatment of Sleep ApneaCosmetic “Smile” DentistrySimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  123. 123. Atypical procedure“Holistic” DentistryTreatment of Sleep ApneaCosmetic “Smile” DentistrySimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  124. 124. Atypical procedureTreatment of TMJ Disorder“Holistic” DentistryTreatment of Sleep ApneaCosmetic “Smile” DentistrySimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  125. 125. Atypical procedureNeuromuscular DentistryTreatment of TMJ Disorder“Holistic” DentistryTreatment of Sleep ApneaCosmetic “Smile” DentistrySimple Adult OrthoDental Implants to Retain a DentureIV SedationConscious Sedation
  126. 126. Atypical procedure
  127. 127. So, what now
  128. 128. So, what nowYou could inspire to make some changes when you return towork on Monday
  129. 129. So, what nowYou could inspire to make some changes when you return towork on MondayIf you want to do it yourself, at least pick up the handoutfrom booth 322. It is full of the notes and highlights fromthis lecture
  130. 130. So, what nowYou could inspire to make some changes when you return towork on MondayIf you want to do it yourself, at least pick up the handoutfrom booth 322. It is full of the notes and highlights fromthis lectureIf you want the systems already drawn out, the action plansalready written up, and the training and implementationalready established, come to booth 322 and speak with usabout becoming a client.
  131. 131. So, what nowYou could inspire to make some changes when you return towork on MondayIf you want to do it yourself, at least pick up the handoutfrom booth 322. It is full of the notes and highlights fromthis lectureIf you want the systems already drawn out, the action plansalready written up, and the training and implementationalready established, come to booth 322 and speak with usabout becoming a client.

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