In this episode of Dental Drill Bits, Dana and Sandy dive into one of the most challenging scenarios in any dental practice—when a team member refuses a task that's part of their role.

Inspired by a real Dentaltown post, Sandy breaks down what's really behind these moments, from unclear expectations and lack of training to blurred lines of authority. She shares how leaders can respond calmly, communicate clearly, and reset accountability without damaging trust.

Dana adds perspective on balancing empathy and authority, and how understanding communication styles can help prevent tension before it starts. Together, they offer practical, real-world advice to help practices turn moments of conflict into opportunities for clarity and growth.

💡 Takeaways

• Most refusals come from confusion, not defiance.

• Clear systems and written expectations prevent recurring issues.

• Communication—both verbal and written—is the foundation of trust.

• Leaders must stay approachable while reinforcing accountability.

• Consistency in expectations leads to predictable, positive outcomes.

🔊 Episode Sponsors:

Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com

Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com

In this episode of Dental Drill Bits, Dana and Sandy discuss the importance of measuring team energy and performance metrics in dental practices. They emphasize that while patient care is paramount, tracking statistics can enhance care quality and team morale. The conversation explores the concept of buy-in from team members, the significance of accountability, and how metrics can serve as tools for improvement rather than judgment. The episode concludes with actionable steps for practices to foster a positive culture through measurement and celebration of achievements. takeaways

• Your team's energy is crucial for productivity.
• Statistics can enhance patient care, not detract from it.
• Tracking metrics helps connect efforts to results.
• Buy-in from the team is essential for success.
• Purpose should always come before profit.
• Celebrating small wins boosts team morale.
• Metrics can reveal blind spots in practice management.
• Accountability fosters a culture of improvement.
• Positivity is contagious within a team.
• Consistent actions lead to predictable outcomes.

🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com

Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience.

Register now at 👉 www.ClassicPractice.com Save $100 with code SecretSauce

💡 Episode Summary: In this week's episode of Dental Drill Bits, Dana Pardue and Sandy Pardue tackle a topic every dental team faces but rarely talks about — complaining about patients. What starts as harmless venting can quietly poison your team's morale and even drive productivity down. Dana and Sandy unpack how negativity spreads through emotional contagion, why gossip never stops at patients, and how leaders can recognize when venting has crossed into toxicity.

Sandy shares real-world examples from decades in consulting — from Dentaltown discussions to lessons learned working alongside Dr. Westerman — revealing how great teams turn patient frustrations into opportunities for better systems and stronger relationships. Dana adds insights from psychology studies, showing how negativity lowers initiative and innovation across teams.

Together, they explore practical strategies to build a positive culture: using staff meetings as reset points, coaching through gossip, and creating team agreements rooted in empathy and gratitude. The episode closes with a challenge to listeners — smile first, meet people where they're at, and watch how kindness changes the energy of your practice.

🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com

Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience.

Register now at 👉 www.ClassicPractice.com Save $100 with code SecretSauce

Episode Summary: In this episode, Dana Pardue Salisbury and Sandy Pardue unpack one of the most complex topics in dentistry: hiring an associate dentist. From knowing when your practice is truly ready to bring on another provider, to understanding why most associateships only last one to two years, this conversation blends humor, real-world stories, and practical numbers.

You'll hear how culture, contracts, and communication can make or break the associate relationship—and how to avoid costly mistakes that so many practice owners make when expanding their teams.

💡 Key Takeaways

• Don't hire on a hunch. Use data—2,000+ active patients, 30+ new patients monthly—as your benchmark.

• Always use a customized legal contract; handshake agreements and borrowed templates lead to disaster.

• Culture and ethics matter as much as production.

• Get clear on who supervises the associate: owner vs. manager roles.

• Most associates leave within two years—alignment and transparency change that outcome.

🔊 Episode Sponsors:

Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com

Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience.

Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.

Episode Summary This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes.

Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence.

Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out of making the purchase by the very person answering the phone. Together, they explore what it means to honor the customer's current concern, anticipate their questions, and create experiences that build trust.

If you've ever wondered how the smallest details can make or break customer loyalty, this episode will make you rethink every touchpoint in your practice.

Key Takeaways

• Always imagine yourself in the customer's position—what feels confusing vs. reassuring?

• Honor the customer's current concern, even if you think they need something else.

• Anticipate wants, questions, and needs before the customer even asks.

• Every interaction is an opportunity to build confidence—or lose it.

🔊 Episode Sponsors:

Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com

Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.

In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with one of the most sensitive and risky steps: the job offer.

Too many dental practices skip this or handle it haphazardly, leaving themselves open to misunderstandings, legal trouble, and even losing great candidates. Sandy and Dana walk you through why offer letters matter, what must be included, and how to avoid turning them into binding contracts.

From conditional vs. unconditional offers, to pay pitfalls (why you should never state an annual salary), to the benefits and reporting structure every candidate deserves in writing—this episode is a playbook for clarity, compliance, and culture. You'll also hear real stories from the field, red flags to watch for, and the right way to pair a congratulatory phone call with a solid written offer.

If you want to protect your practice, set clear expectations, and welcome new team members the right way, this episode is a must-listen.

Takeaways:

• Every job offer should be conditional on something, background checks, license verification, or I-9 documentation.

• Avoid stating annual salaries; use hourly, weekly, or monthly to stay compliant.

• Offer letters should spell out pay, benefits, start date, reporting structure, and expectations—clearly and concisely.

• Always include at-will employment language (where applicable by state).

• Never promise future raises or bonuses in writing—leave those for separate agreements.

• Give candidates a clear deadline to accept, so you don't lose momentum with your second choice.

🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com

Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.

In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with a focus on reference checks. Too many dental practices skip this step because it feels awkward or unnecessary, but failing to do so can cost you money, morale, and even legal trouble.

Sandy and Dana share true stories from the field (including embezzlement cases that could have been avoided), compliance tips that keep you safe, and the exact questions that reveal whether your next hire is reliable or risky. From separating personal vs. professional references to knowing what you can ask—and what you should only confirm—you'll leave this episode with a clear system for protecting your practice from a bad hire.

Plus, they tackle a listener question about how to manage new hires who want to "change everything," and why systems are the antidote to chaos.

If you want to safeguard your hiring process and build a stronger team, this episode is a must-listen.

Takeaways:

• Skipping reference checks exposes your practice to unnecessary risk.

• Always separate personal references from professional ones.

• Confirm dates, pay, and rehire eligibility when giving a reference; ask open-ended questions when checking references.

• New hires with "big ideas" need structure—systems first, suggestions second.

• Reference checks = protection for your million-dollar business.

🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com

Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com

✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.

In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury tackle one of the most dreaded times in the dental calendar: "Sucktember." As kids go back to school and cancellations rise, many practices see their production slump, but it doesn't have to be that way.

Sandy shares why mindset matters more than market trends, how to uncover hundreds of patients hiding in your own software, and why reactivation projects can both fill your schedule and boost team morale. From calling patients who haven't been in for years to creating fun staff incentives, you'll discover proven strategies that transform September into Success-tember (and set you up for Rocktober).

If you're ready to stop the slump and finish the year strong, this is an episode you won't want to miss.

Takeaways:

• Your mindset shapes your results: stop expecting September to "suck."

• Patient reactivation projects reveal hundreds of opportunities already in your database.

• Most patients who haven't been in still believe you're their dentist — reach out.

• Consistency in outreach creates predictable schedules.

• Boost team morale by gamifying reactivation with small rewards.

• Increased outflow (calls, texts, emails, mailers) is the key to saving your September.

🔊 Episode Sponsors:

Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com

Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io

Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com

In this episode of Dental Drill Bits, Dana Salisbury and Sandy Pardue discuss the challenges of hiring and retaining new employees in dental practices. They explore the reasons behind high turnover rates, the importance of effective onboarding, and creating a welcoming workplace culture. The conversation emphasizes the need for structured training plans and the impact of workplace bullying on employee retention. The hosts also highlight the financial costs associated with poor hiring practices and the significance of enhancing the candidate experience.

Key Takeaways

• Stop blaming the applicant and look at your own processes
• Onboarding is crucial for employee retention
• A welcoming culture can significantly impact new hires
• The cost of hiring mistakes can be substantial
• Workplace bullying can drive new employees away
• Structured training plans are essential for new hires
• Communication during the hiring process is key
• Involve existing staff in the hiring process
• Always welcome potential candidates regardless of openings
• Evaluate your practices to improve employee satisfaction

Event Spotlight: Front Desk Pro – Las Vegas, NV – November 7

Join Sandy in Las Vegas for Front Desk Pro, a high energy, high impact training event designed to level up your front desk systems and skills.

Special Listener Discount: Save $100 with code Secret Sauce (two words, both capitalized). Beautiful CAD CAM facility, just off the Strip with nearby affordable hotels.

Episode Sponsors

A big thank you to our show sponsors for helping bring Dental Drill Bits to you each week:

• Plan Forward – The membership plan experts helping practices boost revenue and patient loyalty. https://www.planforward.io/

• Mango Voice – The smart, all in one business phone system designed for dental practices. https://mangovoice.com/

• Identity Dental Marketing – Stand out, get noticed, and attract your ideal patients with custom marketing strategies. https://identitydental.com/

In this episode of Dental Drill Bits, hosts Dana Salisbury and Sandy Pardue go beyond the surface of the interview process to reveal the deeper intentions that should guide your hiring conversations. Whether you are fresh out of dental school or a seasoned practice owner, this conversation will help you build a more intentional, compliant, and effective approach to interviewing.

Sandy and Dana share real world examples, cautionary tales, and the subtle cues they watch for that a resume will never reveal. They cover how to avoid common pitfalls like skipping the interview entirely, how to keep interviews consistent and bias-free, and why you should think twice about hiring family or close friends without a proper process. You will learn how to set the right tone from the very first question, uncover hidden red flags, and balance gut instinct with consistent standards.

And yes — the broccoli salad that Dana could not stop raving about makes an appearance. As promised, you can grab Sandy's go to Broccoli Salad Recipe here: https://www.spendwithpennies.com/broccoli-salad/. It is healthy, easy, and a hit with the whole family, even the kids.

🎯 Key Takeaways

• Set a clear purpose before you ask the first interview question
• Keep the process consistent to protect your team culture and reduce bias
• Spot hidden red flags in tone, word choice, and body language
• Avoid the risks of working interviews and use skill-based tests instead

📅 Event Spotlight: Front Desk Pro – Las Vegas, NV – November 7

Join Sandy in Las Vegas for Front Desk Pro, a high energy, high impact training event designed to level up your front desk systems and skills.

Special Listener Discount: Save $100 with code Secret Sauce (two words, both capitalized). Beautiful CAD CAM facility, just off the Strip with nearby affordable hotels.

💡 Episode Sponsors

A big thank you to our show sponsors for helping bring Dental Drill Bits to you each week:

• Plan Forward – The membership plan experts helping practices boost revenue and patient loyalty. https://www.planforward.io/

• Mango Voice – The smart, all in one business phone system designed for dental practices. https://mangovoice.com/

• Identity Dental Marketing – Stand out, get noticed, and attract your ideal patients with custom marketing strategies. https://identitydental.com/