Washington State Dental Association s 2016 Pacific Northwest Dental Conference. Presents

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1 Washington State Dental Association s 2016 Pacific Northwest Dental Conference Presents Excellence in Patient and Customer Service: Evaluation, Energize, and Emerge Rhonda Savage, DDS Thursday, June 16, :00 p.m. 5:00 p.m. Official Disclaimer Neither the content of a program nor the use of the specific products in courses should be construed as indication endorsement or approval by the

2 PRESENTATION Pacific Northwest Dental Conference 2016 Excellent Patient and Customer Service Presented By Dr. Rhonda Savage

She lectures and publishes on women s health issues, leadership, and business management. Her credentials are strong. Dr.

3 Biography: Rhonda R. Savage, DDS, CSP Rhonda Savage, DDS, CSP is an internationally known author and lecturer. She is owner of Uptown Dental, a principle owner of Savage Dental Marketing, and CEO of Miles Global, an international dental training and consulting firm. She lectures and publishes on women s health issues, leadership, and business management. Her credentials are strong. Dr. Savage is a Past President of the Washington State Dental Association, and an Affiliate Faculty Member of the University of Washington School of Dentistry. She is also a member of the Pierre Fauchard Academy, American College of Dentists, and the International College of Dentists. Her history in the dental practice world is multifaceted. A former dental assistant and front office staff member for 14 years, she understands the dynamics of success in a dental team. Her understanding of leadership is deep. A dentist in private practice for over 18 years, she knows the demands of quality patient care, leading a winning team and the running a successful business. Dr. Savage brings a unique energy to her work. A Lieutenant Commander in the Navy during the years of Desert Shield and Desert Storm, she received the Navy Achievement Medal and an Expert Pistol Medal, earning her the nickname of The Beast. She s a straight shooter, aiming at the critical issues that dental practices face today. Rhonda Savage, DDS, CSP th St. NW Suite 240 Gig Harbor, WA Rhonda@MilesGlobal.net MG3/16

4 Excellent Patient & Customer Service Rhonda R. Savage, DDS CEO, Miles Global Milesglobal.net Expectations Oral Oal DNA testing Same day dentistry Friendliness Weakness Impatient Unapproachable D Strength Decisive Direct

5 Weakness Disorganized Flighty I Strength Influencer Friendly Weakness Resistant to Change S Strength Steady Loyal Weakness Critical Indecisive C Strength Correct Cautious

6 The New Patient Experience The phones and the formula Phone Skills: The First Impression The process The concern I Just Want My Teeth Cleaned! I Don t Want to Wait The New Patient Experience Connecting The intraoral camera Setting the stage with questions

7 Start with Yes Questions Seeing the possibility of winning The brain is a goal machine Pre-seeding The bigger the target To achieve any goal, a level of energy is required.

8 I m in the hamster s wheel What Team Members Need The 4 needs of the team Words that t define teamwork Blending a team Age differences

9 TEAM T: Time to train & teach E: Expectations A: Accountability M: Motivation & Morale Training Time Your busy schedule New Patients and your existing patients Communication needs

10 How you practice Case presentation and acceptance The power of positive thinking Ch i ti Changing your perspective The positivity ratio Impact awareness

11 The power of positive thinking Positive thinking is impaired by fatigue Customer service Saboteurs Frustrated at work Lack of progress; Trouble achieving goals Worrying about bad reviews Breaking up the goal Small chunks What you ve already accomplished

12 Herman Ebbinghaus Decreasing Broken appointments Things we do Things patients do What can we change? What s your protocol? New Patients in Hygiene

13 28 Patient Selection Diseased patients: Get there early! Walking in with disease; walking out with disease A fresh set of eyes Periodontal Protocol Standard of Care Periodontal Diagnosis Bacterial Testing Levels of Therapy Fees Maintenance 30 Got Perio? Hygiene Dept. Stats The Need to Educate Intraoral Camera

14 Periodontal Examination Intra and extra-oral examination Clinical appearance Pocket charting Exudate Bleeding on probing Periodontal Examination Restorations and quality Level of home care Radiographs Periodontal services: Correction of Plaque Retentive Factors Over-contoured crowns Poor restorative margins Narrow embrasure spaces Open contacts Ill fitting dentures Caries Tooth malposition

15 Kilgore International 35 Issues? The pass-off Inadequate chart entries Changing Your perspective Patient complaints: 80% deliver customer service 8% of customers

16 A new perspective How we judge people Make a plan Make it happen Rhonda R Savage, DDS CEO, Miles Global Rhonda@MilesGlobal.net REMEMBER For great practice tips, be sure to Like us on Facebook!

17 Receive The Savage Front Desk DVD The Dental Assistant and the New Patient DVD The Joys & Challenges of Clinical & Business Assisting DVD With Bonus Additions: Linda Miles Audio CD No Dog, No Pony - Just Results Audio CD Dynamic Dentistry Book by Linda Miles Bushido Business Book featuring Dr. Rhonda Savage Words of Wisdom Book featuring Dr. Rhonda Savage Marketing MEM Cards Bonus Offer - ADD: Dr. Rhonda Savage s Got Perio? 5-Disc DVD set for ONLY $295

18 ORDER FORM Please check payment type: AMEX VISA MASTERCARD CHECK CASH SIGNATURE TODAY ONLY Plus shipping and handling $ $19.95 $ TODAY ONLY + Bonus Got Perio? Plus shipping and handling $ $20.95 $ Additional shipping/handling fees and taxes for Canada shipments.

QUESTIONNAIRE PLEASE WRITE LEGIBLY Date Name of Presentation Seminar City location Your name Office Administrator Spouse Assistant Doctor RDH OTHER Doctor s Name Practice name Doctor s Years in

19 QUESTIONNAIRE PLEASE WRITE LEGIBLY Date Name of Presentation Seminar City location Your name Office Administrator Spouse Assistant Doctor RDH OTHER Doctor s Name Practice name Doctor s Years in Practice # of staff Solo Practice Group Practice #of Doctors Specialty Office Phone ( ) Fax ( ) Practice Website Practice Address City/State/Zip What topic(s) did you enjoy most and why? You may use my comments as a testimonial. Signature I would like (please check all that apply): PLEASE CALL ME TO SCHEDULE A COMPLIMENTARY SAVAGE DENTAL MARKETING DEMO PLEASE CALL ME TO SCHEDULE MY INITIAL 30 MINUTE CONSULTATION CALL WITH DR. SAVAGE $ MORE INFO. ON THE PRACTICE ANALYSIS CONSULTATION (What's the overall health of your practice?) MORE INFO. ON THE FRONT OFFICE DEVELOPMENT TRAINING (Intensive training for front office; AR s, scheduling, reactivation, verbal skills) MORE INFO. ON THE PRACTICE ENHANCEMENT PROGRAM (12-month In-Office Consultation) TEAMBUILDING RETREATS (Energize and re-motivate your team!) MORE INFO. ON AN ALL DAY COURSE FOR MY PROFESSIONAL ORGANIZATION, STUDY CLUB, DISTRICT, OR DENTAL SOCIETY CALL ME FOR PAYMENT- I WANT to purchase 3 Book Power pack Today Only Special DVD/CD/Books Bundle OTHER: TH St. NW. Ste. 240, Gig Harbor, WA (p) (f)

20 EXCELLENT GOOD AVERAGE FAIR POOR 1. SPEAKER ADDRESSED PROGRAM OBJECTIVES 〇〇〇〇〇 2. SPEAKER ADDRESSED DOCTOR AND TEAM CONCERNS 〇〇〇〇〇 3. PROGRAM WAS BENEFICIAL 〇〇〇〇〇 4. MATERIAL PRESENTED ENTHUSIASTICALLY 〇〇〇〇〇 5. SPEAKER DISPLAYED KNOWLEDGE OF PROGRAM CONTENT 〇〇〇〇〇 6. PROGRAM FACILITIES MET NEEDS 〇〇〇〇〇 WHAT TOPICS WOULD YOU LIKE TO HEAR THAT WERE NOT ADDRESSED TODAY? OR ANY OTHER ADDITIONAL COMMENTS ARE APPRECIATED- Yes, you may use my comments as a testimonial. Signature TH St. NW. Ste. 240, Gig Harbor, WA (p) (f)

21 Pacific Northwest Dental Conference or Washington State Dental Association

Banishing the Broken Appointment

Idaho State Dental Association Banishing the Broken Appointment Presented By: Dr. Rhonda Savage www.milesglobal.net (877)343-0909 Rhonda Savage, DDS, CSP is an internationally known author and lecturer.