Jodena Consulting Blog
September 22, 2017
Hurricane season has arrived in the United States with horrific and catastrophic consequences. As human beings, our hearts go out to the citizens of Texas who live in the greater Houston area and to so many millions of people living in the state of Florida. The effects of Harvey and Irma were devastating, with property damage in the hundreds of billions of dollars. As dentists, we sometimes think that our world is falling down around us when a patient cancels a two-hour crown and bridge visit at the last minute. Just imagine how you would feel if you were the owner of a dental practice in either of these geographic locations? We feel pity and empathy and sorrow for these communities, but we are almost embarrassingly guilty with the relief that it didn’t happen to us.
Which is the point I want to make. It could happen to you – and will you be properly insured? Recently I have been speaking with many insurance brokers and dentists. My sense from these conversations is that less than 35% of all dentists are adequately covered for a disaster. Over the next few weeks, I intend to share unbiased information about which risk products a dental practice should own, why they should own them, and what those costs are as a percentage of total overhead.
September 6, 2017
In my most recent blog about how to find and hire great employees, I mentioned that I had some ideas on how to make your job posts stand out from the competition. I received a number of requests for that information, so I’m happy to share those ideas with you now.
I have found a lot of success with what I call an “in your face” ad. It is a challenge and a shout out to talented professionals. Let’s say you are looking for a hygienist. The ad would say: busy general dental practice seeking the absolute best hygienist in the Providence area. If your clinical skills, team building skills, and communication skills are not excellent – please do not apply. This is a full-time position with benefits. Money is no object. Your pay will be commensurate with your experience and ability. All resumes will be kept in strictest confidence. Please email your resume to…..
It is unlikely that you are going to find an excellent talented candidate unemployed and sitting at home. That person probably is currently working in another practice but is no longer happy there. Otherwise she wouldn’t be looking at job posts! Perhaps when she started, things might have been different. Perhaps she no longer feels respected and valued. People that she enjoyed working with are no longer at the practice. She reads this ad and says “ I am the best hygienist in Providence” and I am going to apply.
The “in-your-face” mentality where you basically tell the average person NOT to apply is a challenge that the most talented employees will welcome. And these, of course, are the very people you want to speak with.
“Money is no object” gets attention. It is not false advertising because if you can in fact stimulate an amazing candidate to call – and you end up hiring that person – they will most likely be worth the cost.
Keeping job applications totally confidential is an important comfort factor to someone testing the marketplace. I recommend no calling of references until you know that this candidate is exactly the person to whom you want to offer the job.
Benefit packages often will make the “sell” for you. Sometimes benefits are more important to someone than the hourly wage. So mentioning that you offer benefits gets people to respond.
My other tried-and-true technique is helpful when you have two people of equal ability and skill sets, and you just can’t make up your mind. I would ask two questions. “Do you have siblings?” And “Did you ever play sports?” The reason for those questions is that you are trying to build a team in your office. An only child who did not have to interact with two or three brothers and sisters might be less able to understand how to compromise. And people who played sports by definition will understand teamwork better those who are not athletes.
I’d love your feedback. I hope these suggestions help.
August 21, 2017
Attracting, building, and retaining a fabulous team is by far the biggest obstacle to the success of any business. In our current low unemployment environment, the task becomes even more difficult.
The first challenge is to locate and identify good candidates. Job sites and recruitment sites like Indeed, Craigslist, Monster, and zipRecruiter are popular. In my every day interactions with my consulting clients, I hear good and bad things about each of these companies and the results they deliver. I have recently been exposed to Glassdoor. This company has some novel ideas about connecting the right applicant to your job post based on allowing employers and current and former employees to describe what is special about your business.
The second challenge is what to write about the job position. How do you describe who and what you are looking for so that you don’t get flooded with unqualified resumes? I have come up with some ideas on how to make your job post stand out from the others. They are too numerous to list in this post. Just email me and I’ll be happy to share those thoughts.
Once you have done the hard work required to attract potential employees, the third challenge is to make the right hire. Hiring mistakes are SO costly and enervating and unfortunately happen too often. I recently watched a terrific video presentation by Randy Street. He is the co-author along with Geoff Smart of the #1 bestseller on Amazon called “Who:The A Method for Hiring.” The video is long – about one hour – but if you don’t want to buy and read the book, it would probably be well worth the investment of your time. Randy gets into a lot of the details of what works and what doesn’t work in the hiring process, and offers a step-by-step approach to greatly increase your chances of making good hiring decisions. Here’s a summary of his key points.
1. Creating a “scorecard” for each position. It is a step above the written job description because it also includes numerical components and cultural benchmarks that correlate with the mission statement of your business.
2. Asking the five key questions in the initial or screening interview. This interview can be on the telephone or in person. The suggested length of time is 45 minutes – 30 minutes asking about the applicant and 15 minutes talking about you.
3. Conducting what he calls the Top Grading Interview. This is the second interview and only for candidates that have absolutely thrilled you after their screening interview. “I want to hear more about your story.” Randy outlines a number of great questions and the reasons you need to ask them.
4. Following his recommendation that you check references AFTER the top grading interview based on the answers you receive to your questions.
5. Closing the deal. One last interview to SELL your practice. Explaining why it is such a great place to work based on the financial and lifestyle benefits
I believe there is some excellent and helpful information on this video that should significantly improve your rate of hiring success. And I am glad to see that it ties in with my own personal philosophy of hiring slowly, but firing quickly. Unfortunately, even with the best of preparation and following all of these suggested protocols, we sometimes make the wrong hiring decision. When that happens – and you realize you made a mistake – cut your losses – and go back to the drawing board.
August 8, 2017
The undeniable truth is that over 80% of the United States population now relies on Google search to find what they’re looking for. Products, providers of services, facts, figures, sports results, directions – you name it – the list is endless. The competition to stand out and be noticed is intense. It is darn near impossible to be successful without a prominent website presence.
Google’s search algorithm rewards relevance. Simply stated, relevance means adding new content to your website. And the easiest and most practical way to add new content is by adding positive reviews.
When consumers see positive reviews about your dental practice, they are more likely to engage. According to a survey conducted by Software Advice in 2016, 77% of patients use online reviews as their first step in finding a new doctor. And a whopping 84% of people trust online reviews as much as word-of-mouth referrals from a trusted friend or colleague. Consumers are consistently more inclined to choose your business if it shows up on the first page of Google’s search results because over 91% of people do not go past the first page of search results. Since positive reviews create such a multitude of benefits for your practice, it is hugely important to create a strategy to ask your satisfied patients to write one for you.
I’d like to recommend you to Broadly. Their sole mission is to help your practice increase the number of Google reviews and other reviews. Many companies claim to do this, but Broadly has a technology that nobody else has – and that is the key differentiator. Broadly streams all four and five star reviews directly on to the practice website. Their patent-pending technology not only automatically pulls these reviews for display on your website, but they also embed the review content (and keywords) into your website’s code, thus providing a powerful SEO boost. These words are searchable by Google which recognizes recent and relevant content, and rewards your practice website with improved local search ranking. As far as I know, other companies can only post the reviews to their own microsite which is not nearly as powerful or effective.
Another neat Broadly feature is that when they send out that email from your practice to the patient asking for a review, their software scans the user’s computer or mobile device for patient logins on Google, Facebook, Yelp, (or none). Rather than make someone elect which platform on which to write the review, the idea is to do one click to get that review versus several clicks.
Broadly also offers unlimited dedicated account management, and they include that service in the monthly cost of $249. There is a one time reasonable set up fee of $199 and there is no annual contract.
Take a look at their own reviews – pretty impressive! If you would like more information, you should contact Laura Nelson at 415-589-0431.
July 24, 2017
I want to add some additional thoughts to my most recent blog post on why you need to be an extraordinary practice and how to achieve that goal. A number of readers were kind enough to offer suggestions based on their own experiences.
1. Offer user-friendly payment options that utilize outsourcing. I have become a big fan of Lending Club.
2. Be more convenient. Early morning and early evening hours along with some Saturdays are very much appreciated. As my friend Fred Joyal likes to say “ even banks don’t work banker’s hours anymore!”
3. Make it easy for patients to read and write Google reviews.
4. Continuously upgrade and amplify your website. A prominent online presence is an absolute necessity.
6. Offer an in-house membership plan for patients without dental insurance.
While you should always implement as many ideas and strategies to separate your practice from the competition, it has become increasingly important to do so in the recent dental insurance environment . A wake-up call, if you must. Be sure to also read the post that Seth Godin published way back in May 2014 about the futility of trying to be the cheapest. His last paragraph bears repeating to us as dentists. “In the long run, to be the cheapest is a refuge for people who don’t have the flair to design something worth paying for, who don’t have the guts to point to their product or their service and say, ‘this isn’t the cheapest, but it’s worth it’.”
July 11, 2017
Over 90% of people trust a recommendation from someone they know. As consumers, they make their buying decisions based on input and feedback from friends and family. Jonah Berger, a professor of marketing at Wharton, claims in his book Contagious that word-of-mouth is ten times as effective as traditional advertising. The challenge for you as a dentist is to get people talking about your practice to their friends and family. But that is not going to happen unless you and your team deliver an extraordinary experience that consistently exceeds the expectations of your patients. Average doesn’t cut it. You have to be exceptional.
1. Technology is impressive, especially when a patient realizes the benefit of that technology to them. I would suggest that you consider:
- The option of on-line appointment scheduling.
- The option of making payments online.
- The use of text messaging to confirm appointments.
- The use of tablets rather than paper on a clipboard to gather information from new and existing patients.
- The use of an iPad when making case presentations.
- Always having a real person answer the telephone all day long. People absolutely hate phone trees.
2. Continuously let your patients know that you care about them. At the end of every day, doctors should call every patient who received local anesthesia for any procedure performed that day. Hygienists should also call any patient who had scaling and root planing. It doesn’t take much time, and it is SO appreciated. Over the years, I have had three outpatient surgeries. It’s still incredulous to me that the operating physician never called even once on the night of that procedure to see how I was doing!
3. A dental practice is a major gossip pit. The front office personnel hear things when they answer the phone all day long. Good news and bad news. All other staff members are listening to similar stories as they interact with patients throughout the day. I suggest that one staff member be assigned the task of gathering this information from everyone and placing it on the dentist’s desk by the end of the day. The dentist can pick and choose, but must write at least two personalized notes every day. These notes are sent to patients either congratulating them on a recent event, or commiserating with them on a recent tragedy or unfortunate occurrence. In an age of email and texting, this old-fashioned type of communication is unheard of, especially from a busy doctor. It shows genuine caring, great inter-office communication, and is totally unexpected by the patient.
4. Follow up on conversations with patients that take place in the course of their visit to the office. It is so easy to email a link to a patient about a restaurant, or an upcoming event, or any one of a million things that might’ve been casually discussed. Doing this shows true consideration and uncommon follow-through. Every staff member should look for these opportunities.
I could go on and on, but I think you get the message. NOBODY else does this! Because it is hard, it takes time and energy, and it requires a commitment to creating WOW experiences day in and day out. If you truly want people talking about you in your community, then adopt this culture. It is only then that you will see the results and the power of word of mouth advertising.
And by the way, if you were ever considering dropping out of some bad PPO plans and operating out of network, it might be a very wise idea to read this post a few times – and then act on it!
June 26, 2017
My wife and I recently went out for dinner to celebrate our wedding anniversary. Elegant restaurant – one of our favorites. Our server was a woman, probably late 50s, well spoken and engaging. She took great care of us, but the dentist in me couldn’t stop noticing that she had no maxillary teeth distal to her first bicuspids. And her remaining teeth were obviously periodontally compromised.
She reminded us of another woman who for the past few years has worked as a front gate attendant at a golf community in Florida where we spend some time each winter. As a dentist, I could never understand how she could be hired for that position because it was so obvious that she was missing three or four anterior teeth. Fortunately for her, this year a number of the residents got together to raise some money and bought her a beautiful smile.
This year I have read two books that eloquently describe the economic plight of so many citizens in our country. Hillbilly Elegy by J.D. Vance tells of the struggles of America’s white working class. Vance tells the true story of what a social, regional and class decline feels like when you are born with it around your neck. And Evicted by Matthew Desmond won the Pulitzer Prize for portraying poverty and profit in the American city, following eight families in Milwaukee as they each struggle to keep a roof over their heads.
From the point of view of the dentists, the dental profession unquestionably has been negatively impacted by the effect that lowered dental insurance remuneration is having on their profitability. On the other hand, these two women I describe, and most of the people portrayed in these two books, can’t afford to go to the dentist even at PPO fees.
So we have a real problem in this country. I do not have a solution. I am not trying to make a political statement. I’m just thinking.
June 9, 2017
My wife and I recently had the privilege of attending two graduations. Our oldest grandchild (can you believe we have 10!) Josh from the Georgetown University McDonough School of Business in Washington, DC, and our fourth oldest Samantha from Edina High School just outside of Minneapolis, Minnesota.
It was interesting to observe the challenge facing the commencement speakers as they told 600 to 800 students dressed in identical caps and gowns that “individuality” is the key to success! The advice at these events is always inspirational. Kids with their entire adult life ahead of them – a blank slate about to be written on. Be a person of conviction and courage. Don’t make choices based on what others will think. Spread good karma. People never forget kindness and generous acts. Bring the passion to do what you love.
A recent Seth Godin blog post entitled Choosing Your Spot beautifully reinforced these sentiments. “At your job, there are probably people with more experience than you, more domain knowledge than you, even more skills than you. But there’s one place where you can make your mark: your attitude. You can bring more generosity of spirit, more enthusiasm, more kindness, more resilience, more positive energy, more bravery and more magic to the room than anyone else.”
As I listened to and read those words of advice, I couldn’t help but think about how they can relate to our dental profession. Just as the graduates dressed in their caps and gowns appear indistinguishable from one another, to the public at large, perhaps all dental practices appear homogeneous with one just like the other – a mere commodity. You cannot allow this perception to exist if you intend to be successful! Please listen and – more importantly – act on these wonderful graduation challenges. In this era of insurance turmoil and PPO dominance, you will need to work hard to distinguish your practice from the competition.
May 25, 2017
Human resources 101 supports the concept of at will employment. Simply stated, as an employer, you have the right to dismiss an employee for any reason as long as you do not discriminate based on age, gender, religion, race, or sexual orientation. This should be clearly stated in the beginning pages of a current professionally written office policy manual.
As dentists, this has been drilled (no pun intended) into our heads. If we intend to let someone go, it has to be done properly to avoid the potential of a lawsuit for improper firing. So hopefully you do follow the rules and dot all of the i’s and cross all of the t’s. But based on what I have been hearing, you are still not out of the woods.
Something called retaliation has become the newest form of discrimination. It is the easiest to imply and the hardest to defend. According to Kelly Yeates at Insperity “many businesses create unintended liability for themselves because they don’t fully understand what constitutes retaliation or how to avoid it.”
The Equal Employment Opportunity Commission defines retaliation as a type of discrimination that could follow a previous discrimination allegation. So an employer may successfully defend charges of discrimination for something like improper firing or harassment or wage and tax issues, but because of the way you or your staff responded in those negotiations or interactions, you could ultimately lose the second time around when that same employee sues you for retaliation.
Pretty scary! All the more reason to carefully document every hiring or firing decision, provide the proper training for your staff, and to be absolutely certain that your office policy manual is current. I would strongly advise the owner of any dental practice to call David Dee at HR for Life. In this increasingly litigious environment, you need a company that has your back and totally understands the business of dentistry.
May 11, 2017
Every dentist wants to attract more customers. New patients are the lifeblood of a successful practice. A referral from an existing patient is the ultimate compliment and hopefully the main source of how new people find you. But the next largest path for new patients to enter your practice is from the Internet. Someone does a Google search for a dentist in their area and hopefully lands on your website. To make an appointment, they are prompted to call the office.
Reality check. The front desk of a dental office often feels like the busiest place on the planet. Phones ringing. Patients being checked in and out. Treatment plans being discussed while appropriate financial arrangements are arranged. So when a new patient calls from the website to schedule an appointment, instead of always being greeted by a friendly talented staff member on the second ring – the preferred outcome – they often get shunted into the dreaded phone tree. And after pushing five different buttons, that prospective might still end up listening to a message machine that says “we are in the office but busy assisting other patients. Please leave your information and we will call you back.” Not a good way to start a relationship!
Factor in some other statistics. According to an Accenture 2013 consumer survey, 38% of all appointments are scheduled after hours or on weekends or when an office is closed. 20% of all new patient phone calls end as hang ups on voice message systems. 81% of people would prefer to make an appointment on line rather than speak to someone at an office. It should be apparent that the telephone as the entry path for a new patient to schedule an appointment presents a lot of problems.
I would suggest that you consider using a company called LocalMed. LocalMed was started four years ago by an entrepreneur named Keith English. The company now works with almost 1500 dental practices in the United States. LocalMed is a website plug-in for dental websites that allows patients to find and make dental appointments at a date and time that works for them. This innovative software integrates seamlessly with the major dental practice management platforms like Dentrix, Open Dental, Eaglesoft, and Softdent. LocalMed can actually read the practice management software to find open appointments in real time. It then combines the dental practices unique scheduling rules and insurance participation to provide the patient with an appointment time that works for them. Making a dental appointment is now as easy as making a dinner reservation on Open Table!
As soon as an appointment is scheduled online, LocalMed sends an email to the front desk with all of the contact information for that patient. The office, if they wish, can then reach out to that patient at the appropriate time by telephone to welcome them to the practice and establish a personal touch.
I have spoken with a number of dental practices that have been using this service for over one year. I heard universal satisfaction with the results and even more enthusiasm for the level of customer service provided. There is a one time start up fee of $990 and then a cost of $249/month. No contract – you can cancel at any time. I love that approach as you have very little risk. After a 30 minute initial telephone call, the program can be installed and ready to go live in 48 hours. LocalMed is HIPAA compliant and all communications are sent to the practice in an encrypted manner. Call Sally Weiss or Joe Chickerillo at 888-203-7531 for more information on how this revolutionary program can help your dental practice.