The Best Practices Show with Kirk Behrendt

As a dentist, you can present the best treatment plan—and still lose case acceptance if your team “translates” it differently after you leave the room. In this episode, Kirk Behrendt sits down with Debra Engelhardt-Nash, educator and founder of the Nash Institute for Dental Learning, to unpack what’s really being said in the operatory when you’re not there.

You’ll learn how belief systems and “wallet biopsies” derail care, how to position assistants as clinical endorsers (not counterpoints), and how to train communication so patients hear one consistent message. Listen to Episode 1028 of The Best Practices Show!

Main Takeaways:

• Team members can unintentionally undermine treatment when they assume patients can’t afford or won’t value ideal care.
• A simple reset is asking the assistant, “If this were your mouth, what would you rather have?” and aligning the recommendation accordingly.
• The assistant’s role is to create a “perception of quality” even when the doctor is not present.
• Standing physically with (not across from) the doctor signals unity and increases patient confidence in the plan.
• Too many treatment options create confusion, and a confused mind often defaults to “no.”
• Doctors should delegate parts of the explanation intentionally so assistants can reinforce the why, answer questions, and help the patient process fees.
• Communication must be trained and rehearsed; it won’t improve by osmosis after a course, study club, or podcast.

Snippets:

00:00 Intro

01:11 Meet Debra Nash

02:10 Rural Practice Dilemma

04:41 If It Were Your Mouth

06:24 Wallet Biopsies

06:32 Dermatology Delegation Story

10:09 Moment of Truth After Doctor Leaves

10:36 Standing With The Doctor

12:03 Jargon And Too Many Choices

15:53 Training Without Scripts

17:43 Team as Patient Advocates

18:10 Veneers Parade of Shades

18:46 Investing in Staff Smiles

20:08 Retention and Loyalty Boost

20:41 Empathy vs Sympathy

23:57 Stop Apologizing for Care

25:37 Recall Value and Exams

26:23 Quality Without Doctor

27:53 Train Communication Skills

28:55 Programs and Contact Info

30:47 Final Takeaways and Wrap

Guest Bio/Guest Resources:

Debra Engelhardt-Nash has been in dentistry since 1985 as a consultant, trainer, author and speaker. She has presented workshops nationally and internationally for numerous associations and study clubs. She is a repeat presenter for organizations including Chicago Dental Society Midwinter Meeting, the Yankee Dental Meeting, The Swedish Academy of Cosmetic Dentistry, and the Greater New York Dental Meeting. Debra has also appeared on several podcasts and webinars and authored several articles for dental publications.

Debra served three terms as the President of the Academy of Dental Management Consultants who presented her their Lifetime Achievement Award as well as the Charles Kidd Meritorious Service Award. She is the Immediate Past President of the Academy for Private Practice Dentistry. She has been repeatedly recognized as a Leader in Consulting and Education by Dentistry Today and has been listed as top 25 Women in Dentistry. Debra is also the recipient of the Gordon Christensen Lecturer Recognition Award.

Together with her husband, Dr. Ross Nash, Debra is the co-founder of the Nash Institute for Dental Learning – a post graduate training center in cosmetic and esthetic techniques and dental business administration training.

Guest resources mentioned:

• Nash Institute for Dental Learning: https://www.thenashinstitute.com/
• Debra Engelhardt-Nash: https://debraengelhardtnash.com/
• Text Debra: 704-904-3459

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Best Practices Association: https://www.actdental.com/bpa
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

Case acceptance slows down when patients don’t fully trust the diagnosis or understand the outcomes they’re buying—not just the treatment they’re paying for. In this episode, Kirk Behrendt talks with Miranda Beason, ACT’s Director of Education, about why low case acceptance is often a trust problem and how to fix it with better value communication, co-discovery, and consistent team language.

You’ll learn what it looks like when practices get case acceptance wrong, what “right” looks like in real conversations, and the specific behaviors and tools that move patients from “let me think about it” to scheduling before they leave. Listen to Episode 1027 of The Best Practices Show!

Main Takeaways:

1. Low case acceptance is rarely about price alone and is often rooted in missing trust and value creation.
2. Patient acceptance percentage can look strong even when dollar amount acceptance shows weak commitment to comprehensive care.
3. When practices miss trust-building, patients leave without scheduling, say “let me think about it,” and large plans sit in unscheduled treatment reports.
4. Inconsistent case acceptance between providers often reflects differences in how clearly outcomes, value, and trust are communicated.
5. When teams build trust well, patients ask curious questions, prioritize recommended care, and accept comprehensive plans at higher rates.
6. Co-discovery and co-diagnosis help patients participate in understanding their condition and choosing solutions, which increases trust and commitment.
7. Visuals like intraoral photos and properly oriented radiographs help patients see what you see and reduce confusion during treatment discussions.

Snippets:

00:00 Metric Monday Kickoff

01:55 Why Trust Drives Acceptance

04:19 Signs Youre Getting It Wrong

05:48 Patient vs Dollar Acceptance

07:39 Accountability and Assistants

10:05 What It Looks Like Right

13:13 How to Improve Today

15:01 Tools Visuals and Language

16:37 Resources and Wrap Up

Guest Bio/Guest Resources:

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.

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Best Practices Association: https://www.actdental.com/bpa

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

Subscribe on Apple Podcasts: https://podcasts.apple.com

Subscribe on Spotify: https://open.spotify.com

One of the hardest parts of running a dental practice is producing dentistry consistently while cash flow stays unpredictable because you’re not collecting what you’re actually owed. In this episode, Kirk Behrendt brings in Ashley Bond, founder of Wisdom Dental Billing, to explain where revenue leaks happen inside the billing and collections process and how to tighten up your systems so production turns into real collections.

You’ll learn how to calculate your collection percentage, what numbers to watch every month, where missing money usually hides, and which daily workflows keep claims moving and prevent write-offs that shouldn’t happen. Listen to Episode 1026 of The Best Practices Show!

Main Takeaways:

1. Track your collection percentage monthly by dividing total collections by net production (after adjustments) and multiplying by 100, aiming for 98% or higher.
2. When collection percentage is below 98%, the missing money is typically found in adjustments, patient accounts receivable, or insurance accounts receivable.
3. Relying on one “hero” biller is risky; practices need repeatable systems that don’t collapse when turnover happens.
4. Most denied claims are tied to office administrative errors, often due to missing or incomplete documentation and attachments.
5. Posting insurance payments accurately is critical because incorrect write-offs and misposted EOBs can trigger audits and slow payment timelines.
6. Rejected claims can sit unseen in the clearinghouse and never reach insurance unless someone works rejections daily.
7. Claims should be followed up every 14 days with complete claim notes (date, rep, outcome, action taken, reference number, initials) until paid.

Snippets:

00:00 Welcome and Revenue Leak

01:17 Meet Ashley Bond

02:26 Ashley Origin Story

03:59 Why She Built Wisdom

05:26 Insurance Keeps Changing

06:42 Production vs Collections Reality

08:17 Calculate Collection Percentage

09:37 Find the Missing Money

15:45 Systems Not a Hero

17:13 Insurance Verification Time Sink

18:42 Insurance Breakdown Reality

19:18 What Outsourced Billing Means

20:24 Why Teams Lose Money

22:16 Core Systems And Cadence

26:18 Clean Claims And Notes

28:08 How Long To Get Paid

30:52 EOB Audits And Risk

34:07 Final Metrics To Track

35:00 Wisdom Services And Contact

36:40 Wrap Up And Next Steps

Guest Bio/Guest Resources:

Ashley Bond, Co-Founder & Chief Dental Billing Officer at Wisdom, leads our billing team, focusing on innovative solutions and training for enhanced service quality and efficiency. Previously, Ashley founded Bond Dental Billing, where she developed a nationwide billing service from her initial experience in her father's dental practice. Ashley is a proud member of the ASCA, SCN, demonstrating her commitment to professional development and excellence in the dental billing community. Ashley is passionate about continuing education in the dental community, and contributes in both editorial, and speaking capacities.

Guest Resources:

https://www.withwisdom.com/

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Best Practices Association: https://www.actdental.com/bpa

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

Subscribe on Apple Podcasts: https://podcasts.apple.com

Subscribe on Spotify: https://open.spotify.com

Dental teams are feeling the hygienist shortage, and many practices are reacting with shortcuts instead of fixing what’s actually driving clinicians away. In this episode, Kirk Behrendt sits down with Katrina Sanders, a dental hygienist, educator, and clinician with AZ Perio, to unpack what’s behind the shortage, why “oral preventive assistant” roles miss the point, and what leaders can change right now to attract (and keep) high-performing hygienists.

You’ll learn what the data says, what “respect from leadership” really looks like in day-to-day practice, and how core values and humility shape the culture that determines who you can hire. Listen to Episode 1025 of The Best Practices Show!

Main Takeaways:

1. The hygienist shortage is tied to training pipeline shifts: dental school graduations rising while hygiene graduations decline, creating a sustainability gap for practices staffed with multiple hygienists per doctor.
2. Many hygienists cite leaving for reasons that practices can influence directly: limited growth opportunities, toxic work environments, inflexible scheduling, and lack of respect from leadership.
3. Creating “oral preventive assistant” roles can further devalue hygienists and distract from fixing the actual causes of turnover.
4. Leaders who feel threatened by clinical pushback often create cultures that repel proactive hygienists and attract clinicians who won’t challenge outdated protocols.
5. A sustainable hygiene model requires clarity on expectations and systems that support diagnosis support, perio protocols, utilization, and production—not just filling chairs.
6. Practices that retain top talent invest in development, collaboration, and shared learning rather than relying on ego or “this is the way we’ve always done it.”
7. The future of independent dentistry requires intentional choices about culture, values, and team development rather than letting external forces dictate direction.

Snippets:

00:00 Podcast cold open

01:20 Meet Katrina Sanders

03:25 Panel story setup

05:48 Hygienist shortage data

10:19 OPA debate and applause

12:02 Would you hire her

16:36 Ego and leadership respect

24:47 Silver tsunami and workforce trends

28:04 Building growth and flexibility

30:17 Ego Versus Growth

31:03 Core Values Alignment

32:53 Prophy Princess Problem

33:51 Hygiene Metrics Math

37:38 You Attract Your Team

39:11 Building Values Nucleus

40:09 Why She Stays

42:40 Pick Your Direction

45:08 Max Bet Contrarian

48:49 Curiosity Over Ego

50:55 Would You Hire Her

51:27 Hire Thought Leaders

53:42 Where To Find Katrina

54:11 Exchange Perio Workshop

56:26 Team Learning Together

59:45 Final Sendoff

Guest Bio/Guest Resources:

In the ever-changing world of dental science where research, technology, and techniques for patient care are constantly evolving, dental professionals look to continuing education to provide insight, deliver actionable steps, empower, and create a dramatic impact within their clinical practice.

With wit, charm, and a dash of humor, Katrina Sanders enchants dental professionals with her course deliverables, insightful content, and delightful inspiration. Her message of empowerment rings mighty throughout her lectures and stirs a deep sense of motivation amongst course participants.

Katrina is the Clinical Liaison for AZPerio, the country's largest periodontal practice. She performs clinically, working alongside Diplomates to the American Board of Periodontology in the surgical operatory. Katrina perfected techniques during L.A.N.A.P. surgery, suture placement, IV therapy, and blood draws. She instructs on collaborative professionalism and standard-of-care protocols while delivering education through hygiene boot camps and study clubs.

Resources mentioned:

1. Website: www.katrinasanders.com
2. Instagram: https://www.instagram.com/thedentalwinegenist/
3. Program: https://katrinasanders.com/speaking/
4. https://smilesource.com/exchange

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Best Practices Association: https://www.actdental.com/bpa

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

Subscribe on Apple Podcasts: https://podcasts.apple.com

Subscribe on Spotify: https://open.spotify.com

Overhead feels too high, and many dentists try to fix it by cutting costs in the wrong places. In this episode, Kirk Behrendt talks with co-host Miranda Beeson about how to evaluate overhead through two lenses—spending and collections—so you can reduce overhead without compromising the practice. You’ll learn what “high overhead” actually looks like, where practices typically leak revenue, what to review inside your overhead buckets, and the specific actions you can implement today to strengthen collections and control supply and lab spend.

Listen to Episode 1024 of The Best Practices Show!

Main Takeaways:

1. Overhead should be evaluated through two lenses: spending and collections.
2. Cutting costs reactively can create team frustration and does not fix the root cause of high overhead.
3. If collections are below 100%, the practice is chasing money, accounts receivable grows, and overhead percentage rises.
4. High overhead is often tied to inconsistent expense review and emotional purchasing decisions instead of systematic ones.
5. Strong overhead performance includes consistent review of overhead buckets and budgeting supplies and lab as a percent of collections.
6. Same-day financial closure and clearer ownership of accounts receivable improve collection performance.
7. Assigning an ordering and inventory “champion” with a defined budget helps prevent overspending and product waste.

Snippets:

00:00 Metric Mondays Intro

01:30 Overhead Problem Framing

02:33 Two Lenses Overview

04:37 Common Overhead Mistakes

07:59 What Good Looks Like

10:57 Fix Collections Today

12:51 Control Spending Systems

14:20 Supply Budget Benchmarks

16:15 Labs And Invoice Checks

17:26 Wrap Up And Next Steps

Guest Bio/Guest Resources:

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.

Resources mentioned in this episode:

1. Smile Source Marketplace: https://smilesource.com/
2. Smile Source Transform membership: https://smilesource.com/membership-benefits-for-private-dental-practice-growth-and-success

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Best Practices Association: https://www.actdental.com/bpa

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

Subscribe on Apple Podcasts: https://podcasts.apple.com

Subscribe on Spotify: https://open.spotify.com

Weekly team meetings often get skipped, squeezed into lunch, or treated as optional — and that creates misalignment, unresolved issues, and reactive decision-making. In this episode, Kirk Behrendt brings back ACT Dental coach Carlie Einarson to explain why a structured weekly team meeting is the key rhythm for “practice care” (not patient care).

You’ll learn when to schedule it, what to cover, how to use KPIs to course-correct quickly, and how consistent meetings build an aligned, smarter, healthier team over time — listen to Episode 1023 of The Best Practices Show!

Main Takeaways:

1. The daily morning huddle is for patient care, and the weekly team meeting is for practice care.
2. Weekly meetings prevent misalignment by giving the team a consistent space to communicate, prioritize, and solve problems together.
3. “As-needed” meetings don’t work because issues pile up, side conversations grow, and small problems become big ones.
4. The best weekly meeting time is typically Tuesday or Wednesday morning, not Monday, not Thursday, and not over lunch.
5. Reviewing KPIs weekly turns data into decisions and allows faster course corrections when systems aren’t working.
6. A healthy culture isn’t conflict-free; weekly meetings create structured time for healthy conflict, recognition, and connection.
7. Progress comes from consistency over time, especially by breaking annual goals into quarterly priorities and working them weekly.

Snippets:

00:00 Intro

01:24 Meet Carlie Einarson

02:45 Why Weekly Meetings

05:45 Team First Mindset

06:36 Weekly Beats Monthly

09:04 Best Time To Meet

12:31 Alignment Through Vision

15:57 KPIs Make Teams Smarter

20:08 Healthy Culture And Conflict

24:51 Airplane Maintenance Wrap

27:02 Resources And Next Steps

28:35 Final Thanks And Signoff

Guest Bio/Guest Resources:

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.

Resources mentioned in this episode:

1. Best Practices Association (BPA) resources and guides:https://www.actdental.com/free-resources/

More Helpful Links for a Better Practice & a Better Life:

1. The Best Practices Show: https://www.actdental.com/podcast/
2. Best Practices Association: https://www.actdental.com/bpa
3. Upcoming Events & Workshops: https://www.actdental.com/events/
4. Smile Source: https://www.smilesource.com/
5. Subscribe on Apple Podcasts: https://podcasts.apple.com
6. Subscribe on Spotify: https://open.spotify.com

Do your patients feel cared for — or are you just taking care of them? In this episode, Kirk Behrendt interviews Dr. Bryan Laskin, dental author, tech entrepreneur, and patient-advocacy leader, about why dentistry is losing patient trust and what to do about it. You’ll learn how private equity and spreadsheet-driven decisions can quietly degrade the patient experience, why “clarity” is the biggest lever for rebuilding trust, and how simple systems and technology can help patients feel listened to, informed, and confident.

Listen to Episode 1022 of The Best Practices Show!

Main Takeaways:

1. Taking care of people is different than making people feel cared for, and patients primarily feel listened to, communicated with, and given clarity.
2. Private equity has accelerated aggregation in dentistry, and tighter margins can increase the risk of decisions that ignore how patients experience care.
3. Patients may still trust their own dentist, but broader trust in dentists is eroding, making transparency and clarity more important than ever.
4. Building “care more, make more” requires systems that create connection, reinforce clarity, and build confidence to improve recall and referrals.
5. Treatment plans are often accepted at the kitchen table, so practices need to share information that patients can review after leaving the office.
6. Removing human variability by automating “robotic” tasks frees the team to do what humans do best: welcome, connect, and care.
7. When evaluating technology, the first question should be how it makes people feel, because patient experience drives growth.

Snippets:

00:00 Huge difference between taking care of people and making people feel cared for.

00:03 Bryan’s background: practice ownership, CAD/CAM training, scaling a patient engagement solution, and standards work.

00:05 “Care more, make more” and the clarity, confidence, connection framework.

00:06 Why dentistry’s recurring hygiene model attracted private equity and accelerated DSO growth.

00:09 What spreadsheets miss: the patient experience and the “silent killer” of lost confidence.

00:10 “Patients still trust their dentist, but patients don’t trust dentists.”

00:14 The biggest problem: patients are confused, and confusion destroys confidence.

00:16 Transparency as the flip side of trust and why everyone “Googles” their care.

00:22 New patient intake as a systems problem and how automation improves the human welcome.

00:25 The pathway to trust: connection, clarity, then confidence.

00:31 The technology question: “How does it make people feel?”

00:32 Where to learn more: cair.net, toothapps.com, and Bryan’s books.

Guest Bio/Guest Resources:

Dr. Bryan Laskin has spent over two decades at the intersection of healthcare, technology, and patient advocacy. As a practicing dentist, he witnessed firsthand the artificial barriers separating dental and medical care despite their profound connections. As a healthcare technology entrepreneur, he's developed innovative solutions to improve care coordination, enhance patient communication, and increase healthcare transparency.

Resources mentioned:

1. Cair (patient-facing): https://cair.net/
2. ToothApps (practice side): https://www.toothapps.com/
3. Brian’s website: https://bryanlaskin.com/
4. Books: The Patient First Manifesto https://bryanlaskin.com/patient-first-manifesto

More Helpful Links for a Better Practice & a Better Life:

1. The Best Practices Show: https://www.actdental.com/podcast/
2. Best Practices Association: https://www.actdental.com/bpa
3. Upcoming Events & Workshops: https://www.actdental.com/events/
4. Smile Source: https://www.smilesource.com/
5. Subscribe on Apple Podcasts: https://podcasts.apple.com
6. Subscribe on Spotify: https://open.spotify.com

Hygiene production problems don’t start this week — they were built months ago through leading indicators you can track and influence. In this episode, Kirk Behrendt sits down with ACT Dental coach Ariel Siegel to explain why hygiene production is a lagging indicator and how to improve it by focusing on reappointment rate, perio diagnosis, and perio acceptance. You’ll learn what hygiene breakdown looks like in real time, what predictable stability looks like when systems are working, and the simplest numbers to start tracking today so you can engineer future results instead of reacting to past ones.

Listen to Episode 1021 of The Best Practices Show!

Main Takeaways

1. Hygiene production is a lagging indicator that is built three to six months before the appointment through daily behaviors and tracking.
2. Reviewing last week or last month’s numbers shows where you were, but it doesn’t give you a chance to change those results now.
3. Reappointment rate, perio diagnosis, and perio acceptance are leading indicators that drive future hygiene production.
4. When hygiene is built poorly, teams scramble to rebuild schedules, cancellations feel disruptive, and there is little depth in future hygiene.
5. Perio diagnosis will vary by provider when the department lacks alignment, consistent protocols, and consistent verbal skills.
6. Tracking real reappointment data (patients seen vs. patients scheduled) immediately increases awareness and improves performance.
7. Focusing on one KPI for 30 days creates clarity for the team and compounds into stronger, more predictable hygiene production.

Snippets:

00:00 Hygiene production problems are built months before today.

02:16 Hygiene production is a lagging indicator driven by leading indicators.

04:22 What it looks like when hygiene is built wrong: scrambling, inconsistency, and a weak schedule.

06:33 What it looks like when you build hygiene right: stable, predictable hygiene three to six months out.

09:23 Engineer hygiene production by tracking reappointment, perio diagnosis, and perio acceptance.

11:16 The actionable first step: track patients seen vs. patients reappointed.

13:08 Use perio diagnosis by provider to find alignment gaps and improve consistency.

15:49 Pick one KPI at a time to create focus and compounding improvement.

17:13 Data removes emotion and lets the team solve the problem together.

18:35 New BPA resources added for hygiene systems and metrics.

Guest Bio/Guest Resources:

Ariel has a master’s in healthcare administration and several years of dental experience in all aspects of the administrative roles within the dental office. Her passion is to work with dental teams to empower team members to realize their full potential in order to better serve patients, improve office systems to ensure a well-functioning team/office, and to help everyone have fun in the process!

Resources mentioned in the episode:

1. Best Practices Association (BPA) resources: https://www.actdental.com/free-resources/

More Helpful Links for a Better Practice & a Better Life:

1. The Best Practices Show: https://www.actdental.com/podcast/
2. Best Practices Association: https://www.actdental.com/bpa
3. Upcoming Events & Workshops: https://www.actdental.com/events/
4. Smile Source: https://www.smilesource.com/
5. Subscribe on Apple Podcasts: https://podcasts.apple.com
6. Subscribe on Spotify: https://open.spotify.com

Embezzlement can feel like a cash-only problem—until it isn’t. In this episode, Kirk Behrendt sits down with David Harris of Prosperident to explain what dental thieves steal besides cash, why modern payment methods create new vulnerabilities, and what behaviors can signal elevated risk inside your practice.

You’ll learn how thieves think, where they tend to steal (revenue vs. expense), why comparing collections to deposits matters, and how to reduce risk by trusting systems—not people. listen to Episode 1020 of The Best Practices Show!

Main Takeaways:

1. Cash is still a thief’s first choice, but declining cash payments force thieves to adapt to other methods of stealing.
2. If you don’t compare collections in your practice management software against bank deposits, even an unsophisticated thief can steal undetected.
3. Checks are easier to monetize than many dentists assume because banks scrutinize them less than they used to.
4. Electronic funds transfers can be redirected by a fraudster, and staff often post EFTs “blind” without confirming the money actually hit the account.
5. Virtual credit cards from insurers create added fees and theft risk because they function like prepaid card numbers that can be monetized.
6. Thieves are typically driven by either need (financial pressure) or greed (entitlement), and their behavior often changes as they steal.
7. Background checks, credit checks, and drug testing should be standardized for roles with access to money and sensitive systems.

Snippets:

00:00 Cash isn’t the only thing dental thieves steal.

05:00 “I don’t take much cash” is not a theft prevention plan.

06:40 Why thieves have adapted as cash collections decline.

08:10 How check processing changes made theft easier.

11:20 Why it’s “way easier” to steal now than 20–40 years ago.

12:30 EFTs aren’t bulletproof—and how redirecting deposits happens.

15:00 A safer EFT setup: separate account + monthly sweep + read-only access.

18:20 Virtual credit cards: why they’re bad and what to do about them.

21:40 Thieves are driven by need or greed.

24:00 Why access determines whether theft happens on revenue or expense.

25:10 “Compare collections against deposits” as a non-negotiable control.

28:00 Why “nice,” religious, long-tenured, or small-town staff can still steal.

29:20 Red flags: working alone early/late, weekend “catch-up,” and avoiding vacation.

31:00 How an absence exposed a $600,000 theft.

32:10 Why consultants can trigger sudden resignations.

34:40 Background checks, credit checks, drug testing, and driving records.

37:20 A real example: “Trust systems, not people.”

40:10 Why audits should be stealthy—and why telegraphing concerns is risky.

42:50 How to contact Prosperident.

Guest Bio/Guest Resources:

David Harris is a dental-exclusive forensic investigator who has spent more than three decades investigating employee theft and embezzlement in dental practices. He works with a team that conducts forensic audits and investigations focused exclusively on dentistry, helping practice owners identify risk and implement systems to reduce opportunity for theft.

Resources mentioned:

1. Prosperident: www.prosperident.com
2. Phone: 888-398-2327
3. Episode 1013: https://podcasts.apple.com/ph/podcast/1013-the-6-divisions-of-duties-to-prevent/id1223838218?i=1000751483020

More Helpful Links for a Better Practice & a Better Life:

1. The Best Practices Show: https://www.actdental.com/podcast/
2. Best Practices Association: https://www.actdental.com/bpa
3. Upcoming Events & Workshops: https://www.actdental.com/events/
4. Smile Source: https://www.smilesource.com/
5. Subscribe on Apple Podcasts: https://podcasts.apple.com
6. Subscribe on Spotify: https://open.spotify.com

In dentistry, many problems aren’t caused by the procedure itself—they come from what wasn’t discussed before treatment started. In this episode, Kirk Behrendt brings back Dr. Dennis Hartlieb, a general dentist and educator, to share four communication tips that help you set expectations, reduce misunderstandings, and protect the practice before you ever pick up a handpiece.

You’ll learn how to give patients clearer choices, document risk the right way, talk through outcomes without creating fear, and spot red flags before they become bigger problems—listen to Episode 1019 of The Best Practices Show!

Main Takeaways:

1. Give patients two options to simplify decisions and prevent overwhelm.
2. Explain material choices in simple terms (composite as “plastic,” porcelain as “glass”) and connect each to tradeoffs.
3. Set yourself up for success by having the key conversations before you start treatment, especially on higher-risk cases.
4. Sell the benefits of the recommended treatment before you explain what can go wrong.
5. Use photos and brief chart notes (like “reviewed photograph of crack with patient”) to document the condition and the conversation.
6. Watch for red flags like patients who fight you on treatment, arrive with multiple splints, or evaluate dentistry with magnification.
7. Manage expectations for single-tooth esthetics by defining “social distance” success and planning for follow-up adjustments.

Snippets:

00:00 Why communication before treatment matters.

01:00 Meet Dr. Dennis Hartlieb and what he teaches.

02:10 Dennis explains his practice focus and Dental Online Training.

04:10 Dennis shares his connection to Buddy Mopper and composite dentistry.

06:10 The two-option framework for a chipped anterior tooth.

07:20 “Plastic vs. glass”: how to explain composite vs. porcelain in patient language.

09:35 What Dennis says when patients ask, “What would you do, doc?”

12:45 Managing cracked teeth: using pre-op photos to document unpredictability.

16:25 Sell the benefits first, then discuss the risks.

18:05 Missing tooth conversations: step-by-step options without overwhelming patients.

20:35 Why Dennis limits choices to two options at a time.

25:10 Red flags: patients who resist treatment or “know dentistry too well.”

28:05 Splints, magnifying mirrors, and when to step back from treatment.

31:20 Setting expectations for single-tooth matching in the esthetic zone.

34:45 Fee levels based on esthetic difficulty and patient expectations.

36:20 Why Dennis prefers composite veneers for control and predictable revisions.

39:00 Final lesson: ask questions, truly listen, and pull on the thread.

41:15 Where to find Dennis: Dental Online Training and YouTube.

Guest Bio/Guest Resources:

Dr. Dennis Hartlieb is a graduate of the University of Michigan School of Dentistry. He maintains a full-time practice, Chicago Beautiful Smiles, in the Chicago suburb of Glenview, Illinois. Dr. Hartlieb is an instructor at the Center for Esthetic Excellence in Chicago and is an Adjunct Associate Professor at the Marquette University School of Dentistry in Milwaukee, Wisconsin. He lectures extensively to dentists throughout the U.S. on the art and science of anterior and posterior direct resin techniques.

Dr. Hartlieb is an Accredited Member of the American Academy of Cosmetic Dentistry. He is also a member of the prestigious American Academy of Restorative Dentistry, and the American Dental Association. He is the president of the Chicago Academy of Interdisciplinary Dentofacial Therapy, and officer for the Chicago Academy of Dental Research study club. His dentistry has been seen in many dental publications and he has contributed articles on his techniques in restorative dentistry.

1. Dental Online Training: https://www.dothandson.com/
2. Dr. Hartlieb’s email: [email protected]
3. Dr. Hartlieb’s Facebook: / dennishartliebdds
4. Dr. Hartlieb’s social media: @hartliebdds

More Helpful Links for a Better Practice & a Better Life:

1. The Best Practices Show: https://www.actdental.com/podcast/
2. Best Practices Association: https://www.actdental.com/bpa
3. Upcoming Events & Workshops: https://www.actdental.com/events/
4. Smile Source: https://www.smilesource.com/
5. Subscribe on Apple Podcasts: https://podcasts.apple.com
6. Subscribe on Spotify: https://open.spotify.com