Nobody Told Me That! A Dental Podcast with Teresa Duncan

"Disruption offers opportunity" - wise words from my guest Lisa Copeland. We talk about being brave, encouraging and firm in our team interactions. Each position and age group in our office has its own communication styles. The last year brought to light issues that should be addressed before they can cause lasting damage to your team. Topics like bullying, burnout and generational behavior are addressed. Hope it's helpful!

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes:

• "I get calls every week from people that are frustrated and don't know how to handle the workload anymore."
• "There is a huge communication gap that was exposed through covid."
• "12% of hygienists have left the workfield."
• "My dog Griffin has been employee of the month for about 6 years!"
• "Gen Zs are looking for security."
• "We can't expect people to change, we need to adapt to them."
• "Gen Z is going to have dentistry changing in leaps and bounds."
• On gossiping: "That chirping behind someone's back can grow very loud."

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Links from Episode:

• Lisa's website: https://www.communicatewithinfluence.org
• Her speaker packet is here
• Facebook: https://www.facebook.com/CommunicateWithInfluence
• Twitter: Lisa Copeland (@Irongalcopeland)
• LinkedIn: www.linkedin.com/in/lisagcopeland
• YouTube Lisa Copeland
• Instagram: http://instagram.com/communicatewithinfluence

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

Dr. Gina Dorfman joins me to discuss her perspectives on patient behavior, group interviews and not managing like a witch. Could you be a micromanager and not even know it? I was one - I'll admit it. We then talk about how patients are usually ready to commit when they contact you. I think you'll be surprised at how easy it is to turn a patient away.

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes:

• "Done is better than perfect."
• "If you need to micromanage a person, you have the wrong person."
• "Aptitude is great - we can teach that but attitude, that is essential."
• "You can have the best people in the world, but you need systems."
• "30% of your marketing dollars are being wasted on people who cannot schedule during the day."
• "It's not about you, it is about the office."
• "If I can't do it online, a lot of times it isn't getting done."
• "They brought themselves to the party, I just need to open the door and let them in."
• "I have never seen a front office where everything is done."

Links from Episode:

• Dr. Dorfman's Website
• Yapi's site
• Insurance and Getting to Yes with Teresa Duncan
• Mike Michalowicz - Small Business Author
• Dr. Dorfman interviews Mike Michalowicz
• Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins
• Procrastinate on Purpose: 5 Permissions to Multiply Your Time by Rory Vaden
• Take the Stairs: 7 Steps to Achieving True Success by Rory Vaden

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 o

Rita returns to the podcast with a bold question: are we letting our own preconceived notions of social media affect how we reach out to patients? I can say that it does for me and I have to remind myself of what my audience wants from me, not the other way around. She shares a recent experience that caused her to rethink strategy as well. Find out what's new with the Apple iOS update and why TikTok can be exhausting for dental offices.

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes:

• "Our social media bubbles can hurt us."
• "What we think is true for us on social media is not true for everyone."
• "It almost takes a village sometimes to run social media."
• "Have a program in place that is going to save you time and be easy for your team members to collaborate on."
• "If you want to be discovered on Instagram, you should be using your hashtags."
• "To keep yourself from burning out you need to have support."

Links from Episode:

• How Apple's iOS 14 Release May Affect Your Ads and Reporting
• Apple, Its Control Over the iPhone, The Internet, And Yes, The Metaverse — MatthewBall.vc
• TikTok Turns Average Joes Into Stars. Then What?
• Behind the Scenes of a TikTok Video: Weeks of Work for Seconds of Content

Connect with Rita Zamora:

• Connect90.com
• Rita Zamora (@ritazamora) • Instagram photos and videos
• Rita Zamora Connections Facebook

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

Dive into Episode 77 for the first part of this series. In this session, I share how I managed my time and duties. Tracking all the deadlines, review dates, renewal dates and the other stuff that pops up can be exhausting. Feel free to use my downloadable calendar as a guide and make it your own! Being a manager is hard - learn from the misses and celebrate your wins. You're too busy to sit around feeling guilty :)

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Quotes:

• "If you are using a whole pack of post-it notes (to stay on track), that is a sign you need to change things!"
• "It's really a beautiful thing when top referrers continue to refer."
• "There is no reason to consistently not clock in, or clock out correctly."
• "The goal is for you to get this running really well, and then you can take a day or three off."
• "You being able to take a vacation, and the office staying on track, that is a testament to your skills as a manager."
• "Schedule meetings with the owner doctor to talk about yearly goals."
• "A mastermind isn't led by your goals, it is led by the topic."

You can find the deliverables from this episode here

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

This feeling just doesn't affect new managers. Even experienced team leaders feel that they "should have known more" about a rule or a system. The job is hard and requires not only multi-tasking but still keeping track of many other items. In this two-part topic I'll go over how a new manager could keep this guilt at bay by focusing on immediate concerns. For my experienced managers, we'll also talk about goal setting to avoid burnout.

Part 2 will focus on techniques and how I used both a managerial log and calendar to stay on task. If you love the tactical part of your job then that episode will make you happy!

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Quotes:

• "Most new office managers are making it up as they go along, and adding job duties as they go."
• "I wish there was a standardized way of onboarding a new office manager, one accepted protocol across all consultants."
• "Assessments of employees is one of the first things I would do."
• "There are three things I look at: things that can get you sued; things that can get you fined; and things that lose you money."
• "Change comes with a price tag."
• "Sometimes slow and steady does indeed win the race."
• "I would make sure my employee handbook has been reviewed by an attorney within the last year."
• "You always have to let people know the why and what is in it for them."
• "Celebrate when you meet your goals, but don't beat yourself up when you don't. Figure out why you didn't and keep improving."

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

One of my favorite people to keep an eye on is Dr. Bryan Laskin. He's the founder of OperaDDS, Toothapps, Upgrade Your Practice and more apps and services designed to make our lives easier. In dentistry we see a lot of change with materials and equipment but not nearly the same in the administrative field. I'm talking about reimagining the way you do business not just improving what we already do. I joked with Bryan that he was ahead of his time with his OperaVR and teledentistry products. The good news is that being ahead of the curve means you're ready when little things like COVID hit. We talked about artificial intelligence, consumer-driven dentistry, and why he'd design his next office around his team. There is a link for his new book below. Think of it as a roadmap for how you can implement technology in your practice. He lays it all out for you.

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes

• "22% ppl put off dental care bcs of anxiety."
• "If it is broken, and someone else hasn't found the solution, I want to."
• "What other industry do you call on the phone to make an appointment?"
• "It's obvious in my brain, but hard to get out of my mouth."
• "It's not a rant if you are right." ← my favorite!
• "[Technology] needs to be easy to use - there shouldn't be 300 settings you have to get through."
• "Revenue is vanity, profit is sanity."
• "Something is only worth what someone is willing to pay for it."
• "The explosion of AI is all over the place in dentistry."
• "If you take care of your staff then they will take care of your patients."
• "If I could build my office today, I would build it focused around the teams."

Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Links from the show:

• The Patient First Manifesto Book (put in a cc # but select 0 for the price)
• Facebook: Bryan Laskin, DDS (@operability)
• LinkedIn: Dr. Bryan Laskin
• Bryan's The Operatory Podcast

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

I asked Dr. Suzanne Ebert to share the horror stories and what she's seen go wrong when dentists buy and sell practices. My listeners need to know the dark side, not just the rah rah moments. Dr. Ebert is with ADA Practice Transitions™ and has facilitated agreements with strange requirements (take my wife, please!) but also many that have been a positive life changer for families and communities. Even if you don't think this is in your near future you never know what life has in store. I'd rather you be prepared so that you know, you can't say nobody told you that! 😊

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes

• "If anyone tells you that you do not need a lawyer, you should look for someone else to talk to."
• "2020 was not a good year for most dentists."
• "Understand your monthly budget, and YES have a monthly budget."
• "(Small towns) want that dental practice to stay open so badly, they will do almost anything."
• "A letter of intent done well will set the roadmap for the entire process."
• "That (uncredentialed) associate is not going to want to be doing hygiene all day long."
• "If you are stuck doing hygiene focus on building those patient relationships because it will pay off in the long run."

Links

• https://www.adapracticetransitions.com/
• Blog: https://www.adapracticetransitions.com/blog

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Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

The post-COVID state of collections may surprise you - it's better than I thought. Andy Cleveland is my guest and is known as the Dental Practice Ninja (hi-ya!). We chatted about collections protocols, small claims court and when to write off balances. Have you ever wondered if you should forgive a balance when a patient dies? What about if you run into a collections patient outside of the office? I always love talking about money and so does he. I hope this episode is helpful!

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes

• "1 in 3 Americans is in collections at any time."
• "The best way to fix your collections problem is to fix your insurance system problem."
• "People beat themselves up trying to get to 98% collections, but sometimes it isn't possible. Some people just are not going to pay."
• "They made more on unemployment than they did at her practice, why would they work?"
• "You don't have to treat everyone to 100% health if it is going to bankrupt you - it doesn't make sense."
• "Why are we always talking about insurance when that is only half of the market?"
• "Expect the best, but plan for the worst."

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Don't forget to check out my other podcast Chew on This - A Dental Podcast!

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

Links

Andy's Info

864-517-2233

Website: Andy Cleveland's Dental Practice Ninja Website

Facebook: https://www.facebook.com/AccountsReceivableNinja

LinkedIn: Andy Grover Cleveland - Patient Accounts Receivable Specialist - Business Consultant

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

Everyone has a few life rules that shape how they act, interact and react. One of my personal rules is that I wait 24 hours before making any big decisions or purchases. This can be very hard in a world with so much available instant gratification. I look back on some of the biggest decisions I've made and am thankful for this rule. I can think of a few big mistakes I would have made had I acted impulsively.

I take this guideline and apply it to our workplace. Patients, coworkers and even faceless companies can push our buttons. Emotional decisions can have real consequences. Hopefully you don't have to make huge ones too often but if you do, consider waiting 24 hours for clarity.

Quotes

• "The advice I gave my son was to wait 24 hours before making a decision, because the first 24 hours is filled with emotion."
• "When you make emotional decisions, they may not be the best decisions made."
• "If you are going to come to your boss with a problem, it should not be focused on only you."
• "Lead with the idea of how it affects the practice."
• "It all comes back to patient care."
• For managers: "At the end of the day it is not our practice.As much as we feel it is, as much as we grew it, and even though our blood, sweat and tears went into the practice, it is not our practice."
• "I can't have you love the practice more than the owner does."

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Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

Links

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)

Why do we put up with them? I recently talked with a friend who routinely purges 'bad' patients from his practice. We both thought that more offices should do this. I wanted to share my thoughts on rogue patient management with you. Hope it helps. Schedules full of awesome patients sound pretty good to me!

Quotes

• "Imagine if you actually liked all your patients."
• "Think about it, how many patients do you have that bring out this high anxiety."
• "They have a philosophy where they only see patients they really really like."
• "Most of the time when someone has been a wack-a-doo on the phone, they have been a wack-a-doo in real life."
• "I understand they need a dental home, but it doesn't have to be your dental home."
• "I've learned over the years to trust my gut."
• "I'm not saying dump all your patients, I am saying dump the ones you don't like."
• "If you are letting reviews hold you hostage then you are always going to be practicing defensively."

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Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!

Click here for the Prepare Protect Prosper eBook

Links

**If you like the show then I'd appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa's Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa's Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use 'newsletter' for $3 off)