By ACT Dental
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The podcast currently has 850 episodes available.
We say it all the time — language matters! Before, during, and after you meet with patients, how you communicate is critical. To help you navigate the art of communication and boost patient engagement, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to share 20 of their favorite phrases you can start using today. To learn how to help patients take ownership of their health, listen to Episode 813 of The Best Practices Show!
Learn More About Miranda:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:20 Why language and verbal skills are so important.
11:07 Phone call: What led you to seek out a new dental home?
14:04 Phone call: What are your expectations about your first visit with us?
18:20 Phone call: I am here to help you/You are in good hands.
22:05 In the op: Is there anything specific you would like us to focus on during your visit today?
25:16 In the op: What are your goals for your mouth/smile? What does healthy mean to you?
27:32 In the op: If I see anything that doesn't look healthy, would it be okay to share it with you?
29:55 In the op: Tell me about how you take care of your teeth and gums at home.
31:45 Bonus phrase: What are your ideas for how you could do something differently?
34:49 Treatment presentation: You shared with me . . .
36:31 Treatment presentation: What is your understanding of . . .?
38:47 Treatment presentation: If there were a way . . .
41:24 Treatment presentation: What would prevent you from reserving time with us today?
43:58 Patient objections: Many patients have felt the same way. What we have found is . . .
48:20 If they don't give you objections, you can invite objections.
49:42 Patient objections: Which concerns could I provide more information about?
51:42 Patient objections: How much “too much” is it? If there were a way . . .
54:32 Patient objections: It won’t be more conservative/predictable/cost-effective than today.
56:11 Why expressing gratitude is so important.
58:19 Expressing gratitude: We love having patients like you. You brighten our day.
1:00:30 The best marketing tool.
1:02:16 Expressing gratitude: I’m so glad you have a great visit. There is no greater compliment!
1:03:55 Expressing gratitude: Thank you for trusting in us.
1:07:16 Expressing gratitude: We appreciate you choosing us as your dental home.
1:08:58 Elevate your language to elevate your practice.
Miranda Beeson, MS, BSDH Bio:
Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.
Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.
812: Sharpen Your Vision: Differentiation Success – Part 4 – Adriana Booth
There are dentists on every corner of the country. So, why would patients come to you? In the final episode of this four-part series, Kirk Behrendt brings back Adriana Booth, one of ACT’s amazing coaches, to help you answer this question. Embrace differentiation, and you can finally set your practice apart! To learn how by using ACT’s free tools and resources, listen to Episode 812 of The Best Practices Show!
Learn More About Adriana:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:40 Why differentiation is so important.
3:39 Identify your ideal patient.
7:33 Differentiation, explained.
9:18 Do you fix teeth or change lives?
10:59 How differentiation impacts team culture.
11:56 The importance of alignment.
14:35 Figure out your core customer profile.
17:49 Identify your core competencies.
19:56 Identify your weaknesses.
24:05 Final takeaways.
Adriana Booth, BS, RDH Bio:
Adriana Booth is a Lead Practice Coach who partners with dentists and their teams to cultivate leadership skills, build practice growth, and streamline business practices. After spending nearly two decades in the dental industry working with top-notch dental teams, Adriana came to ACT to share her passion for professional growth, high-level training, and systems creation with our clients. As a dental hygienist with a love for continuing education and personal growth, helping a practice become successful is at the heart of her passion for dentistry.
Adriana has a B.S. in Dental Hygiene from West Liberty University/O’Hehir University. By being involved in several Columbus, Ohio, study clubs, Adriana maintains strong relationships within her local dental community. She enjoys a variety of fitness activities, family time, good books, and at the top of her list, her fur babies.
811: Going Out-Of-Network: 3 Marketing Considerations – Eric Hubbard
Do you tell yourself you can't go out-of-network? If you do, stop! You can, and today’s guest will teach you how. Kirk Behrendt brings in Eric Hubbard, a master marketer and founder of Pain-Free Dental Marketing, to help you be paid more to work less. If you're tired of the long hours, dealing with insurance, and less-than-ideal patients, listen to Episode 811 of The Best Practices Show!
Learn More About Eric:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:37 Eric’s background.
3:45 Why this is an important topic.
7:11 Do this before exiting insurance plans.
13:54 Look at the comprehensive patient experience.
16:47 What is your system for asking for referrals?
20:13 How are you demonstrating excellence?
23:49 Also invest in the small things.
27:52 Where and how to spend money in marketing.
32:36 Differentiation, explained.
36:16 Final thoughts.
38:00 More about Pain-Free Dental Marketing.
Eric Hubbard Bio:
Before founding Pain-Free Dental Marketing, Eric Hubbard started his career in the corporate world. He built his marketing foundation at Procter and Gamble, where he mastered the art of aiming messages directly at the company’s highest-value patients.
Years later, Eric’s hometown dentist became interested in marketing strategies to save his dwindling practice. He became Eric’s first client, kicking off his marketing agency where he and his team have been helping practices grow ever since.
810: Building Your Dental Dream Team: Retention Through Shared Values – Heather Crockett
Dentistry isn't the hard part about being a dentist — it’s finding and keeping great people! To help you make it a little bit easier, Kirk Behrendt brings back Heather Crockett, one of ACT’s amazing coaches, to share ACT’s tools and resources for developing and implementing your core values. To learn the secret to a successful practice, listen to Episode 810 of The Best Practices Show!
Learn More About Heather:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
2:09 ACT’s TTT, BPA, and Pro Coaching.
5:34 Objectives.
7:27 Why this is an important topic.
13:45 Core values, explained.
15:29 Types of values, explained.
17:12 Values are verbs.
20:51 The role of core values in team culture.
23:23 Four steps to identify your core values.
30:29 Core values examples.
37:53 How to approach core values with prospective team members.
41:11 Right People Right Seat, explained.
45:14 GWC, explained.
46:11 Three questions to ask before you hire.
53:07 Consistency is crucial.
54:46 How to use this on a day-to-day basis.
59:52 Final takeaways.
1:03:37 Q&A: Does the leader come up with core values, or do you do it as a team?
1:07:12 Q&A: ACT’s scorecard.
1:07:50 ACT’s Napa Valley Mastery Summit.
Heather Crockett Bio:
Heather Crockett is a Lead Practice Coach who finds joy in not only improving practices but improving the lives of those she coaches as well. With over 20 years of combined experience in assisting, office management, and clinical dental hygiene, her awareness supports many aspects of the practice setting.
Heather received her dental hygiene degree from the Utah College of Dental Hygiene in 2008. Networking in the dental community comes easy to her, and she loves to connect with like-minded colleagues on social media. Heather enjoys both attending and presenting continuing education to expand her knowledge and learn from her friends and colleagues.
She enjoys hanging out with her husband, three sons, and their dog, Moki, scrolling through social media, watching football, and traveling.
809: Why Would a Patient Choose You as a Dentist? – Dr. Jim Otten
There are over 200,000 dentists in the U.S. So, why would a patient choose your practice? To help you answer that question, Kirk Behrendt brings back Dr. Jim Otten, co-instructor of Global Diagnosis Education, with advice for differentiating your business and giving patients an exceptional experience. To learn which areas to focus on to build an amazing practice, listen to Episode 809 of The Best Practices Show!
Learn More About Dr. Otten:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:54 Dr. Otten’s background.
4:59 Go through your discovery process.
6:58 Don't fall victim to misinformation.
12:32 How to differentiate your practice.
14:18 Core values need to stem from your why.
18:01 How to get team buy-in.
21:58 Designing the exceptional experience.
29:08 About Global Diagnosis Education.
36:26 Final thoughts.
Dr. Jim Otten Bio:
Dr. James F. Otten is a 1981 graduate of the University of Missouri-Kansas City School of Dentistry. He completed a one-year residency in hospital dentistry with emphasis on advanced restoration of teeth and oral surgery at the Veterans Administration Medical Center in Leavenworth, Kansas. He taught crown-and-bridge dentistry as an Associate Professor at UMKC before entering private practice in 1982, where he served as chief of staff of a large group practice in Fayetteville, Arkansas, before opening his practice in Lawrence, Kansas, in 1984.
Dr. Otten has pursued rigorous post-graduate education since 1986, accumulating thousands of hours in advanced continuing education that he has intentionally applied to his practice in order to develop its personalized care philosophy. He has completed the rigorous curriculum at two prestigious institutions, The Pankey Institute for Advanced Dental Education, and the Dawson Center for Advanced Dental Education. He lectures nationally and internationally and has recently been asked to join the faculty at the Newport Coast Orofacial Institute in Newport Beach, California.
808: Sharpen Your Vision: Defining Your Core Values – Part 3 – Robyn Theisen
To continue the series on sharpening your vision, Kirk Behrendt brings back Robyn Theisen, one of ACT’s amazing coaches, with a framework to help you define, establish, and carry out your core values. It is one of the most important things you will ever do as a business owner — so let's do it right! To learn the third step to becoming happier at work, listen to Episode 808 of The Best Practices Show!
Learn More About Robyn:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
0:57 Why defining your core values is important.
4:37 Core values, explained.
8:10 Core values are verbs, not nouns.
12:46 It isn't just about patients.
14:15 Let your core values bake.
15:10 How core values affect team culture.
22:19 How to define your core values.
26:07 Final takeaways.
Robyn Theisen Bio:
Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.
Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.
807: Sharpen Your Vision: Defining Your Core Purpose – Part 2 – Carlie Einarson
In part two of this four-part series, Kirk Behrendt brings back Carlie Einarson, one of ACT’s amazing coaches, with the next building blocks to sharpen your vision: defining your core purpose. She explains why crafting a strong core purpose is important, the steps to do it, and how it will improve your practice. To learn the next steps for a better practice and a better life, listen to Episode 807 of The Best Practices Show!
Learn More About Carlie:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:08 Why defining your core purpose is important.
3:55 Consistency motivates team members.
8:49 Figure out your why.
11:25 Core purpose versus mission, explained.
14:10 The role of core purpose in team culture.
15:46 A strong core purpose will improve decision-making.
19:01 How to define your core purpose.
25:48 Your core purpose is internal and external.
26:46 Last thoughts.
Carlie Einarson Bio:
Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!
Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.
In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.
806: 6 Critical Questions to Sharpen Your Vision – Part 1 – Miranda Beeson
Directionless driving will get you stranded — and it’s the same for your business! In part one of a four-part series, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, with a strategic plan to help you get to where you want to go. Start answering these six critical questions, and you will be on your way to the practice of your dreams! To learn the first steps to get what you want out of your practice and your life, listen to Episode 806 of The Best Practices Show!
Learn More About Miranda:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
2:31 Why this is an important topic.
8:44 Vision is important for your culture.
16:52 Six critical questions: Understand your whys.
26:21 Six critical questions: Align on your behaviors.
31:18 Six critical questions: What do you do that sets you apart?
35:58 Six critical questions: How will you succeed?
40:45 Six critical questions: What is most important right now?
50:10 Six critical questions: Who must do what?
54:48 Final takeaways.
Miranda Beeson, MS, BSDH Bio:
Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.
Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.
805: Answers to 3 of the Biggest Questions in Dentistry – Dr. Christian Coachman
How will dentistry be in the future? What should dentists today focus on? Is balance possible in this profession? To thoughtfully answer these three big questions, Kirk Behrendt brings back Dr. Christian Coachman, founder of Digital Smile Design, with his advice for navigating the personal and business side of being a dentist. Your best years and dentistry’s best years are still yet to come! To hear about what you can look forward to, listen to Episode 805 of The Best Practices Show!
Learn More About Dr. Coachman:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:18 The current state of dentistry and the future of dentistry.
11:51 Dentistry is oftentimes too reactive.
16:08 The business of dentistry, explained.
23:24 Be aligned, smart, and healthy.
26:40 Focus on yourself.
28:47 Be kind, but not soft on yourself.
29:39 Build a clear vision.
35:24 Is balance attainable?
49:07 Final thoughts.
Dr. Christian Coachman Bio:
Combining his advanced skills, experience, and technology solutions, Dr. Christian Coachman pioneered the Digital Smile Design methodology and founded Digital Smile Design company (DSD). Since its inception, thousands of dentists worldwide have attended DSD courses and workshops, such as the renowned DSD Residency program.
Dr. Coachman is the developer of worldwide, well-known concepts such as the Digital Smile Design, the Pink Hybrid Implant Restoration, the Digital Planning Center, Emotional Dentistry, Interdisciplinary Treatment Simulation, and Digital Smile Donator. He regularly consults for dental industry companies, developing products, implementing concepts, and marketing strategies, such as the Facially Driven Digital Orthodontic Workflow developed in collaboration with Invisalign, Align Technology. He has lectured and published internationally in the fields of esthetic and digital dentistry, dental photography, oral rehabilitation, dental ceramics, implants, and communication strategies and marketing in dentistry.
804: Am I Overtreating My Patients? – Dr. Drew McDonald
Doctors treat diseases as soon as they see it. They don't wait until the final stage! So, why aren't dentists doing the same? To encourage you to start diagnosing more and treating patients early, Kirk Behrendt brings back Dr. Drew McDonald from the Chicago Study Club to explain the consequences of waiting until it’s too late. Early diagnosis isn’t overtreating — you are setting patients up for a better, healthier, pain-free life. To learn the true value of orthodontics and how you can help more patients, listen to Episode 804 of The Best Practices Show!
Learn More About Dr. McDonald:
More Helpful Links for a Better Practice & a Better Life:
Episode Resources:
Main Takeaways:
Snippets:
0:00 Introduction.
1:28 Dr. McDonald’s background.
6:05 Why this is an important topic.
10:34 Imaging is not overdiagnosing.
14:24 The importance of early airway intervention.
18:20 Orthodontics, explained.
21:27 Challenges in understanding how to read and understand imaging.
22:54 What dentists get wrong about overtreating.
30:39 Final thoughts.
33:15 More about Dr. McDonald’s upcoming courses and Chicago Study Club.
Dr. Drew McDonald Bio:
Dr. Drew McDonald is a board-certified orthodontic specialist with a strong focus on airway and temporomandibular joint-focused treatment planning, surgically facilitated orthodontic treatment, and providing complex interdisciplinary care for patients. He lectures internationally on these topics and has contributed to literature and textbooks in these areas. He is dedicated to advancing the profession of orthodontics and dentistry as a whole.
Dr. McDonald attended dental school at the prestigious Creighton University in Omaha, Nebraska. Known for its rigorous academic curriculum and intense clinical training, he received many academic accolades while at Creighton, including inductions into Omicron Kappa Upsilon (National Dental Honor Society) and Alpha Sigma Nu (Honor Society of Jesuit Universities). He also served in leadership positions as class president and student body president, and on alumni relations committees.
After graduating cum laude from Creighton, Dr. McDonald was accepted as one of only three residents nationwide into the University of Missouri-Kansas City Orthodontics program, a renowned two-and-a-half-year, full-time residency known for its clinical excellence. He graduated in December of 2016 with his certificate in orthodontics and master’s degree in Oral and Craniofacial Sciences.
The podcast currently has 850 episodes available.
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