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Something happened during a team meeting at the

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Mat center for dental practice success that caused

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us to complete

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reevaluate

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how we work with our team. It was

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a really

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important thing. It seemed like nothing at the

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time, But I think it's kinda turned into

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a landmark. As a matter of fact, I

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talk about it at my seminar some time

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to time, and that's what we're gonna be

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talking about. 1 of the many things we'll

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be talking about on in today's

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episode of the dental practice fixer podcast.

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I'm doctor Richard Mat. I'm c founder of

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the Matter center for dental practice success and

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your host today. On dal fixer.

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Thanks so much for being here. Thanks so

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much

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for listing. As I was just about ready

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to hit record on this podcast. I was

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doing some multi multitasking. I was trying to

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write a an e newsletter from my dental

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list of Dennis and team members.

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I was having a text chain with some

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people in my office. I was having a

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text chain with my brothers. I was having

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another text with some friends. This is like

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the ultimate multitasking, and I realized I wasn't

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getting anything done and decide I gotta stop

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Gotta stop for a second and just do

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1 thing at a time. I think multitasking

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can be seen as something so positive.

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For instance, maybe you're interviewing somebody for a

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position in your off and they say I'm

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a great

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multitask.

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But I gotta say, I'm not always a

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fan of multitasking. I think it's better to

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do 1 thing really well at a time

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time then do 3 or 4 things, mediocre.

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Is that even a word mediocre. It doesn't

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matter. It's a word now.

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Was kind of reflecting way back to when

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I was in college. I 1 summer.

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I went to College University of Maryland,

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during the summer and I was living in

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this of an apartment style dorm with 3

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other guys. 4 of us. We each had

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our own little bedrooms, but they all connected

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to this huge living room area, and that's

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know, there were sofa is there and chairs

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in a Tv, and that's where we always

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hung out. We were always there. And, of

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course, as you know, I'm a musician, big

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music fan. I always wanted to have music

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blasting.

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On my big wooden

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Jb b speakers, they were handed me down

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for my brother, Dave. These things were awesome.

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I would just crack music up on these

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things. But 1 of my roommates was a

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big sports fan, and they always wanted to

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have sports playing on the Tv said the

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typical scenario will be music playing on the

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stereo

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sports on Tv with the sound out, Then

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I'd be sitting there, taking all this in

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of trying to study for a chemistry exam,

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and I realized I wasn't doing anything well.

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I wasn't absorbing the music. I couldn't follow

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the sports. And, of course, I wasn't studying

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well, and I just realized you know what?

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I'm gonna gonna go to the library.

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Spend an hour and a half to 2

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hours of the library studying for Chemistry, then

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I'll be all set for the exam,

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and then I can come back to the

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room and listen to music watch sports, engaging

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conversation. Do 1 thing at a time and

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really do it well. And it reminds me,

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we had a team member at the Motto

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center. So several years ago, she was awesome

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at doing her job, but she just was

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not a great multitask group. If she was

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doing something, you tried to throw something else

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with her. At the same time, she would

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get a little bit

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you know, up upside not with or whatever.

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You could tell she was uncomfortable doing that.

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But And at first, I didn't like it.

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But then I began to realize, you know,

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this is a person who is a great

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team member, smart, reliable.

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Really good at what they do. I'm gonna

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let her do what she's doing and finish

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it, and I know she'll do a great

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job. I want to double or triple check.

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Whatever she's doing will be ready to rock

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and then on the next task. So I

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started valuing

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multitasking less.

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And doing a really good job and just

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doing it once and getting it over with

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more. It's a lesson I wish I would

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learn completely and stop trying multitask all the

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time, but I just thought I to throw

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that in there because right before I hit

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record, I spent the last 15 minutes trying

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to do too many things and not accomplishing

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anything. If I would've have just done 1

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thing at a time, it probably would have

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been better. So I don't think if any

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of us for the patient, we want the

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dentist doing a crown prep, and then doing

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other things at the same time I'm kinda

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like my

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old

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first dentist, doctor Isaac Cop used to do.

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He was my mom's Dentist, my grandfather dennis.

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He was, like, less of a dying breed.

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I mean, this was way back when I

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was a kid in the sixties. He be,

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preparing an a ama prep. Of course, he

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was always a malcolm. Doing get ama and

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prep. He drop an instrument on the floor

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and pick it up. He'd be on the

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phone with a patient at the same time

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he's he didn't have any team members, changing

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the water in his fish tank and believe

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it or not smoking a cigarette. Yes. In

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those days, a dentist could smoke a cigarette

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while they were treating you.

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Crazy times.

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He was maybe the original multitask. I gotta

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say he was a good dentist.

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Some of those older malcolm he did all

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I'll better still in place, 56 years later.

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Okay. Let's get down to what I wanted

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to talk about today before my ramble multi

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multitasking, which maybe you got some out of.

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And before I talk about that famous motto

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center meeting, I just wanna urge you to

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check the show notes for this podcast, they're

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are 5 great things in there for you

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to do 5 things that will help your

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practice enhance your life, all those other things.

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If you don't have time or you can't

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check the show notes.

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Please subscribe to our e newsletter.

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Every now and then, I'll send out some

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great practice building information, maybe some motivational stuff,

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some things to talk about at team meetings.

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Also, of course, let you know about some

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complimentary webinars should we do and all kinds

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of other don'ts on here that can help

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your practice.

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Just go to mat dot com slash newsletter,

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matter dot com slash newsletter and.

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If you're watching the video, you can I

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just took a sip out of a dental

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practice fixer

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coffee mug, which can be yours if you

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sign up for the newsletter because Every now,

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and then, we do a drawing of our

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new sign ups and somebody gets this cool

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coffee mug? So go to matter dot com

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slash newsletter to sign up I'm sure you

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love the great information you'll get? And of

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course, it's free of charge. How can you

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beat that? Okay. Let's talk about something now

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that I call the seating

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chart

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rule. So this was several years ago,

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my brother, Dave and I Dave's c founder

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and my partner in the matter center.

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We were preparing for our annual holiday dinner,

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which, you know, typically met, reserving a semi

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private room in a big steak steakhouse downtown

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and getting a huge table and

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everybody just getting together for the holiday and

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having fun rem about all kinds of fun

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things and shouting the night away. Always a

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great event at the Matter Center. So, of

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course Dave, and I get there early. Well,

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I get there early for everything. So does

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Dave. I'm I'm kind of like the airport

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dad of of life

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and were there early way before anybody else

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is supposed to show up. But 1 of

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the reasons we got there early was to

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place name cards on each seats. So everybody

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would know where to sit. And we got

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a little gift for each person that year

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might have been a bottle of wine, and

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we would,

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try to figure out what kind of wine

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each person and then, you know, they get

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a personalized bottle with their place card, showing

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them where to sit. But the thing is

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that's not really why we were doing the

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place cards. We were doing the place cards

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because we wanted to have a specific seating

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chart to make sure that the dinner was

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fun, and the dinner was success. Now that

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may sound good, but it actually wasn't because

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as we're putting this... This is really why

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we did it. We're thinking things like, oh,

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truly and karen can't sit next to each

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other because they can't stand each other. They'll

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just be, you know, fighting all night whatever

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And now if we put

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Ashley and Sally next to each other They'll

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be whispering and making private jokes and pointing

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at other people and doing some back, so,

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we don't wanna put them next to each

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other when we kept it. This person next

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to this 1, we can't put burn debt

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next to this person because she can't see,

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I don't know. All these crazy reasons. And

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hell, if I'm sitting next to Linda, I'm

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not doing that. And this is how the

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conversation goes as we're laying out these place

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cards and after a while, we start

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saying to ourselves. You know what? This is

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crazy.

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This is our business. We've got 15 people

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who work with us every day. They're part

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of our work family. We see them, sometimes

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more than we say our own family members

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and we're struggling

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to figure out where to see people because

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some people can't get along, and some people

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get to evolve to these inside

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I'm back

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conversations that are very unhealthy, and there are

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people that work with us in our own

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office that we don't even wanna sit next

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to. This is crazy.

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So we finished pretty opposite eating in cards

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get face those parameters,

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and the dinner went fine. And a few

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days later, we're talking saying, you know what?

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There's something inherently wrong with this. We should

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not be having to tell people where to

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sit in order to have a successful holiday

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dinner.

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And we made a goal. And that goal

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was

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that 1 year from then. When we met

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at the same restaurant the same semi private

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room. I love that term. Semi private room.

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It was a private room. It was a

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semi private room. We had a bunch of

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semi with us.

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Maybe some of them were driving semi. I

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don't know.

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But when we met again, a year later,

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we were going to need eat a seating

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chart because everybody will get along. Well, everybody

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will work together well. And there's not 1

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person there that that we as the owners

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of the company would not

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Not, I'm used like a double triple quadruple

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00:09:11,582 --> 00:09:11,901
negative.

266
00:09:12,857 --> 00:09:14,689
Let me rephrase that. We wanna sit next

267
00:09:14,689 --> 00:09:17,817
to everybody. We enjoy every single person's company

268
00:09:18,129 --> 00:09:19,560
in our in our company,

269
00:09:20,116 --> 00:09:21,626
enough that we would love to sit next

270
00:09:21,626 --> 00:09:23,057
to them at the holiday dinner, and this

271
00:09:23,057 --> 00:09:24,488
was our goal. And then, of course, we

272
00:09:24,488 --> 00:09:26,413
started getting a little more serious. How can

273
00:09:26,413 --> 00:09:28,725
we achieve this goal? There are some people

274
00:09:28,725 --> 00:09:30,719
who just are trouble makers in our office.

275
00:09:31,038 --> 00:09:33,111
You know, there 15 people are talking about?

276
00:09:33,271 --> 00:09:35,676
There's a prem Donna. There's a back s.

277
00:09:36,312 --> 00:09:38,380
There's somebody who says we've always done it

278
00:09:38,380 --> 00:09:40,288
that way, and I'm not changing. That's not

279
00:09:40,288 --> 00:09:42,514
my job. Now I don't wanna be bragging

280
00:09:42,514 --> 00:09:44,502
on our team. We had a great team.

281
00:09:45,473 --> 00:09:48,264
Fantastic team. They did an amazing job, but

282
00:09:48,264 --> 00:09:50,337
some people didn't get long with others, or

283
00:09:50,337 --> 00:09:51,852
they didn't play well of others as they

284
00:09:51,852 --> 00:09:54,005
say. For those reasons and that was just

285
00:09:54,005 --> 00:09:56,500
put a little bit more tension in the

286
00:09:56,500 --> 00:09:58,420
office than we would like. So we decided

287
00:09:58,420 --> 00:10:01,480
well. If anybody needs a little pep talk

288
00:10:01,940 --> 00:10:03,220
about how to solve this problem,

289
00:10:03,793 --> 00:10:04,990
now is the time it was, you know,

290
00:10:05,070 --> 00:10:06,984
the validated or was over. It was the

291
00:10:06,984 --> 00:10:08,978
beginning of the year. New Year's resolutions and

292
00:10:08,978 --> 00:10:11,291
all that Bs. So there... You know, we're

293
00:10:11,291 --> 00:10:13,125
gonna talk to each team member and individually

294
00:10:13,125 --> 00:10:15,139
about First of all, always start about how

295
00:10:15,139 --> 00:10:16,740
great of a job they're doing Because they

296
00:10:16,740 --> 00:10:18,820
were we love our team members. They were

297
00:10:18,820 --> 00:10:21,059
hardworking and smart and did a great job.

298
00:10:21,474 --> 00:10:22,111
But also,

299
00:10:22,669 --> 00:10:24,182
tell them about some areas where they could

300
00:10:24,182 --> 00:10:26,970
use some improvement. And if that happened to

301
00:10:26,970 --> 00:10:27,209
be,

302
00:10:27,847 --> 00:10:29,918
the big gossip they're they backs or they

303
00:10:29,918 --> 00:10:31,445
didn't give a long someone else where they

304
00:10:31,445 --> 00:10:34,070
told too many inside stories and and kind

305
00:10:34,070 --> 00:10:37,093
of left others out of the equation. Yes.

306
00:10:37,411 --> 00:10:38,684
This was a great time to talk about

307
00:10:38,684 --> 00:10:40,131
it. And that this is the time to

308
00:10:40,131 --> 00:10:41,824
talk about this stuff, and

309
00:10:42,915 --> 00:10:44,665
we're gonna give you the chance to improve.

310
00:10:45,063 --> 00:10:46,549
We're here if you need us to talk

311
00:10:46,669 --> 00:10:48,499
about, you know, talk these things through, let's

312
00:10:48,499 --> 00:10:49,852
see if we can really work on things

313
00:10:49,852 --> 00:10:51,284
and really improve. And, you know what?

314
00:10:52,319 --> 00:10:54,308
Everybody took it to heart because when we

315
00:10:54,308 --> 00:10:55,183
framed it that way,

316
00:10:56,314 --> 00:10:58,312
everybody knew that this was the ultimate goal.

317
00:10:58,711 --> 00:11:01,529
We have the ultimate goal of making the

318
00:11:01,588 --> 00:11:04,306
workplace a better place, making the workplace a

319
00:11:04,306 --> 00:11:06,639
place where we'd be looking forward to coming

320
00:11:06,639 --> 00:11:08,879
to every day and didn't mind who we

321
00:11:08,879 --> 00:11:10,879
interacted with because we enjoyed the company of

322
00:11:10,879 --> 00:11:12,799
every single person of the workplace. And you

323
00:11:12,799 --> 00:11:13,279
know what?

324
00:11:14,566 --> 00:11:16,096
Our team members took it seriously,

325
00:11:16,627 --> 00:11:18,449
and they really wanted to make these improvements

326
00:11:18,449 --> 00:11:19,797
and sometimes we had to talk it out

327
00:11:19,797 --> 00:11:21,799
with people. Sometimes we had to get 2

328
00:11:21,799 --> 00:11:24,196
team members in the room together and have

329
00:11:24,196 --> 00:11:25,175
a little referee

330
00:11:25,634 --> 00:11:27,791
court there and have them work out their

331
00:11:27,791 --> 00:11:30,359
issues with 1 another. Whatever it took. We

332
00:11:30,359 --> 00:11:32,191
didn't wanna fire anyone that's not what this

333
00:11:32,191 --> 00:11:34,502
was all about. We just wanted people to

334
00:11:34,502 --> 00:11:36,470
improve and improving in your job

335
00:11:36,990 --> 00:11:40,029
doesn't always mean doing your technical job better.

336
00:11:40,189 --> 00:11:42,350
Of course, it means that sometimes, but it

337
00:11:42,350 --> 00:11:43,490
can also mean

338
00:11:43,870 --> 00:11:46,144
ramping up your people skills and your

339
00:11:46,524 --> 00:11:49,424
communication skills. And just giving people a break

340
00:11:49,485 --> 00:11:50,784
and appreciating

341
00:11:51,085 --> 00:11:52,845
others that worked around us. And 1 of

342
00:11:52,845 --> 00:11:54,298
the big things that I noticed I did

343
00:11:54,298 --> 00:11:56,130
this in my dental office too, was to

344
00:11:56,130 --> 00:11:58,701
make sure that everybody in the office really

345
00:11:58,917 --> 00:12:01,068
understood the jobs of the other people there.

346
00:12:01,227 --> 00:12:02,842
Now we talk about cross training

347
00:12:03,632 --> 00:12:04,748
I think in a dental practice,

348
00:12:05,546 --> 00:12:07,459
you can do some cross training shore, but

349
00:12:07,459 --> 00:12:10,329
it's impossible to completely cross train every team

350
00:12:10,329 --> 00:12:12,732
member. You you know, you can obviously hide,

351
00:12:12,811 --> 00:12:14,401
how, you know, being a h janice takes

352
00:12:14,401 --> 00:12:16,785
licensing and such, but I think it can't

353
00:12:16,785 --> 00:12:19,646
have somebody who's a superstar every position in

354
00:12:19,646 --> 00:12:20,202
the practice.

355
00:12:20,853 --> 00:12:22,840
But you definitely can have every person in

356
00:12:22,840 --> 00:12:25,804
the practice, at least have a basic knowledge

357
00:12:26,099 --> 00:12:28,404
of every position. Enough so that they could

358
00:12:28,404 --> 00:12:29,539
hop in when needed

359
00:12:29,929 --> 00:12:31,546
to do a job in a non licensed

360
00:12:31,685 --> 00:12:34,318
position, of course, but also to appreciate what

361
00:12:34,318 --> 00:12:36,712
that person's job brings to the table I'm

362
00:12:36,712 --> 00:12:38,957
sick of hearing about the front versus the

363
00:12:38,957 --> 00:12:41,418
back, the front doesn't appreciate the back, the

364
00:12:41,418 --> 00:12:43,561
back doesn't appreciate the front, Of course, this

365
00:12:43,561 --> 00:12:46,117
means the business area of the practice. Versus

366
00:12:46,117 --> 00:12:48,023
the clinical section of the practice, but, hey,

367
00:12:48,500 --> 00:12:50,565
front and back. I gotta tell you without

368
00:12:50,565 --> 00:12:51,200
the other,

369
00:12:51,835 --> 00:12:54,794
you wouldn't exist. You wouldn't exist clinical team,

370
00:12:55,115 --> 00:12:57,514
you wouldn't exist without a great admin team

371
00:12:57,514 --> 00:13:00,174
and business team, getting patients in your chairs

372
00:13:00,235 --> 00:13:01,754
and making sure that they pay and their

373
00:13:01,754 --> 00:13:04,161
insurance forms are plea to propagate, etcetera, etcetera,

374
00:13:04,638 --> 00:13:07,502
etcetera. Front desk team. You wouldn't exist. And

375
00:13:07,502 --> 00:13:09,571
we didn't have a great clinical team so

376
00:13:09,571 --> 00:13:11,730
we could show off her beautiful work and

377
00:13:11,730 --> 00:13:14,429
patients would call and we give people incredible

378
00:13:14,429 --> 00:13:16,732
patient experiences in the clinical so they'd come

379
00:13:16,732 --> 00:13:18,733
back and refer. Into all those things. So

380
00:13:18,733 --> 00:13:20,959
we need each other, and we also need

381
00:13:20,959 --> 00:13:24,696
to appreciate 1 another. Okay. So back to

382
00:13:24,696 --> 00:13:27,161
our goal, the next year, will we need

383
00:13:27,161 --> 00:13:28,369
a seating chart. Well,

384
00:13:29,006 --> 00:13:32,291
unfortunately, after a lot of work and talk

385
00:13:32,348 --> 00:13:36,127
and communication, 1 or 2 people just couldn't

386
00:13:36,186 --> 00:13:38,999
see that this was valuable enough to work

387
00:13:39,057 --> 00:13:41,290
on the issues that they were having, and

388
00:13:41,290 --> 00:13:42,965
we did wind up actually having to give

389
00:13:42,965 --> 00:13:45,927
a couple people, a job out opportunity elsewhere.

390
00:13:46,086 --> 00:13:48,389
And again, I am not a fan of

391
00:13:48,389 --> 00:13:50,773
firing people. When we work with you if

392
00:13:50,773 --> 00:13:52,838
if we, you know, view contract a matter

393
00:13:52,838 --> 00:13:54,921
center to consult with your dental practice and

394
00:13:54,921 --> 00:13:57,227
we wanna be in your coach. We never

395
00:13:57,227 --> 00:13:58,977
come in and say this person's gotta go.

396
00:13:59,296 --> 00:14:01,381
You gotta fire this. But if you give

397
00:14:01,381 --> 00:14:03,854
somebody a lot of training, and lot of

398
00:14:03,854 --> 00:14:05,550
help and a lot of latitude

399
00:14:05,927 --> 00:14:07,602
and really try your best to work with

400
00:14:07,602 --> 00:14:10,096
them and they just can't do it

401
00:14:10,490 --> 00:14:11,929
Well, there will come a day when you

402
00:14:11,929 --> 00:14:14,410
will say, what took me so long. I

403
00:14:14,410 --> 00:14:16,970
guarantee it. So that is the ce chart.

404
00:14:17,701 --> 00:14:19,525
The next year, we had our holiday party.

405
00:14:19,683 --> 00:14:22,141
We didn't bring a seating chart. Everybody got

406
00:14:22,141 --> 00:14:24,203
along. There was... I know speaking for my

407
00:14:24,203 --> 00:14:26,520
personal stance there there's not 1 person there

408
00:14:26,520 --> 00:14:28,506
that I didn't wanna sit next to at

409
00:14:28,506 --> 00:14:30,571
the company dinner. That doesn't mean we often

410
00:14:30,571 --> 00:14:33,033
to be on best friends go ski vacations

411
00:14:33,033 --> 00:14:35,269
together. That might be taking it away too

412
00:14:35,269 --> 00:14:37,014
far, but we do need to get along

413
00:14:37,014 --> 00:14:39,790
and enjoy each other's company. So important. That

414
00:14:39,790 --> 00:14:43,148
is the seeding chart rule. Okay. We talked

415
00:14:43,148 --> 00:14:44,346
about multitasking.

416
00:14:44,906 --> 00:14:47,223
We talked about having a great team where

417
00:14:47,223 --> 00:14:50,912
everybody understands each other's positions and gets along

418
00:14:50,912 --> 00:14:52,826
well with each other. That should be enough

419
00:14:52,826 --> 00:14:55,458
for 1 podcast, but no. We've got our

420
00:14:55,458 --> 00:14:58,170
famous dental practice fixer mystery shopper calls to

421
00:14:58,170 --> 00:15:00,100
do, and we've got some good ones for

422
00:15:00,100 --> 00:15:02,420
you today that I think you will learn

423
00:15:02,420 --> 00:15:04,759
from. Before I go over to Command Central

424
00:15:04,820 --> 00:15:06,580
and hit the button on the mystery shopper

425
00:15:06,580 --> 00:15:06,740
calls,

426
00:15:07,792 --> 00:15:09,706
I do wanna remind you that at the

427
00:15:09,706 --> 00:15:12,998
matter center, we do not pay a percentage

428
00:15:13,455 --> 00:15:15,848
for our credit card processing, every time somebody

429
00:15:15,848 --> 00:15:17,778
whips out a credit card, we don't pay

430
00:15:17,778 --> 00:15:20,012
a percentage to process the credit cards like

431
00:15:20,012 --> 00:15:21,608
you're doing in your office. Now, of course

432
00:15:21,608 --> 00:15:23,124
you have to pay the percentage of Visa

433
00:15:23,443 --> 00:15:25,375
Mastercard I'm. That's, you know, That's a given

434
00:15:25,375 --> 00:15:28,514
like popcorn. But we just pay a low

435
00:15:28,735 --> 00:15:31,830
flat monthly fee for our credit card processing

436
00:15:31,949 --> 00:15:34,602
and we have saved I'm not kidding tens

437
00:15:34,820 --> 00:15:37,451
of thousands of dollars, and you should do

438
00:15:37,451 --> 00:15:39,046
the same in your dental practice. Just go

439
00:15:39,046 --> 00:15:40,902
to mat dot com slash

440
00:15:41,294 --> 00:15:41,612
save.

441
00:15:42,170 --> 00:15:43,843
You'll see the company we work with is

442
00:15:43,843 --> 00:15:46,790
called stacks. They're awesome. They work with hundreds

443
00:15:46,790 --> 00:15:49,419
of demo practices, maybe many more thousands millions.

444
00:15:49,658 --> 00:15:51,027
I don't know how many. They work with

445
00:15:51,027 --> 00:15:53,255
a ton of dental practices across the country.

446
00:15:53,972 --> 00:15:55,325
You should be working with them too because

447
00:15:55,325 --> 00:15:57,314
you just pay that low flat monthly fee

448
00:15:57,314 --> 00:15:58,110
for your processing.

449
00:15:58,443 --> 00:16:01,466
Go to mat dot com slash save to

450
00:16:01,466 --> 00:16:03,932
learn more. I know you'll be glad. You

451
00:16:03,932 --> 00:16:05,937
did. And I got a few last week

452
00:16:05,937 --> 00:16:08,830
asking me what was that company I recommended

453
00:16:08,889 --> 00:16:11,622
to get more new patients into your practice

454
00:16:11,680 --> 00:16:13,217
because you were doing incredible

455
00:16:13,594 --> 00:16:14,493
search engine

456
00:16:14,871 --> 00:16:17,749
optimization. And when somebody Google's dennis near me,

457
00:16:17,988 --> 00:16:19,839
Cosmetic dentist, Ortho,

458
00:16:20,214 --> 00:16:22,360
whatever it is they Google, they're gonna find

459
00:16:22,360 --> 00:16:24,746
you. The company is called simple impact media,

460
00:16:25,079 --> 00:16:26,355
and you can learn more about them by

461
00:16:26,355 --> 00:16:29,546
going to matter dot com slash SE0.

462
00:16:30,024 --> 00:16:31,960
That stands for search engine

463
00:16:32,417 --> 00:16:33,773
optimization, and ADW

464
00:16:33,773 --> 00:16:36,973
dot com slash s E, let's go on

465
00:16:36,973 --> 00:16:39,597
to our mystery shopper calls. Okay. Call this

466
00:16:39,597 --> 00:16:39,836
week.

467
00:16:40,472 --> 00:16:42,722
I said I was a patient who needed

468
00:16:43,018 --> 00:16:43,518
for

469
00:16:43,830 --> 00:16:46,070
crowns. Ding ding ding ding ding a huge

470
00:16:46,070 --> 00:16:48,629
bell should automatically go off. What's that bell?

471
00:16:49,029 --> 00:16:51,404
Doctor matter. Just got a new patient because

472
00:16:51,842 --> 00:16:53,831
I'm calling and saying I know I need

473
00:16:53,831 --> 00:16:55,422
4 crowns. What's the catch?

474
00:16:56,059 --> 00:16:57,752
I have a little bit of a gag

475
00:16:57,968 --> 00:17:00,196
reflex. Will you work with me?

476
00:17:00,927 --> 00:17:03,076
Now what's the right thing to say? I

477
00:17:03,076 --> 00:17:05,305
think you know, let's see if any of

478
00:17:05,305 --> 00:17:08,091
these practices did it. Okay. Go 2. Call.

479
00:17:08,568 --> 00:17:09,523
Number 1.

480
00:17:10,160 --> 00:17:11,851
So see what happens. K. My Dental. This

481
00:17:11,851 --> 00:17:12,969
is Dream. How may I help you?

482
00:17:14,166 --> 00:17:16,322
Hey Have a question for you. I I

483
00:17:16,322 --> 00:17:18,318
know from my last dennis, I need, like,

484
00:17:18,477 --> 00:17:20,407
3 or 4 crowns, but kind of been

485
00:17:20,407 --> 00:17:21,624
putting it off because

486
00:17:22,318 --> 00:17:23,433
I can be, like, a bit of a

487
00:17:23,433 --> 00:17:25,504
gag. Do you see patients there who have

488
00:17:25,504 --> 00:17:27,415
that issue and how do how do you

489
00:17:27,415 --> 00:17:27,972
deal with that?

490
00:17:29,656 --> 00:17:31,798
So we have a... We have a nit

491
00:17:31,798 --> 00:17:33,148
that we could get... You could get,

492
00:17:34,100 --> 00:17:34,997
sometimes that

493
00:17:35,369 --> 00:17:36,877
to where you don't get as much.

494
00:17:39,195 --> 00:17:40,942
We also have a sedative that we can...

495
00:17:41,101 --> 00:17:42,371
That doctor can call in.

496
00:17:43,483 --> 00:17:45,151
You just have to bring somebody with you.

497
00:17:46,834 --> 00:17:49,312
If you have an anxiety about about getting

498
00:17:49,312 --> 00:17:50,750
and things like that, we can give you

499
00:17:50,750 --> 00:17:51,150
the that.

500
00:17:52,908 --> 00:17:55,166
But, yeah, we see patients that have that

501
00:17:55,226 --> 00:17:55,865
issue all the time.

502
00:17:57,317 --> 00:17:58,673
Very interesting. What's nit?

503
00:18:00,906 --> 00:18:02,183
It's just nit oxide.

504
00:18:04,017 --> 00:18:05,931
Nit oxide or can I see? Alright.

505
00:18:06,664 --> 00:18:08,097
Great. Well, thank you so much.

506
00:18:08,973 --> 00:18:11,362
You're welcome. Have a great day. Bye. How

507
00:18:11,362 --> 00:18:13,591
you too. Thanks. Bye. Oh, bye bye.

508
00:18:15,436 --> 00:18:17,580
Haven't we learned anything yet? Okay. Well, first

509
00:18:17,580 --> 00:18:19,564
of all, she used a dental terms. She

510
00:18:19,564 --> 00:18:21,946
said Nit, which I don't think most people

511
00:18:21,946 --> 00:18:24,350
know that is. I know laughing gas is

512
00:18:24,350 --> 00:18:26,025
kind of an outdated. But I have no

513
00:18:26,025 --> 00:18:27,779
problem using that term or even describe, but

514
00:18:27,779 --> 00:18:27,939
we have...

515
00:18:28,976 --> 00:18:30,731
Night... And then I said, what's nit, oh,

516
00:18:30,890 --> 00:18:33,058
nit oxide. Like, that really helps things I

517
00:18:33,058 --> 00:18:34,491
don't know what nit. I'm gonna know what

518
00:18:34,491 --> 00:18:37,037
nit oxide means. You know, it's it's laughing

519
00:18:37,037 --> 00:18:38,470
gas. It's just something you breathe and it

520
00:18:38,470 --> 00:18:40,778
helps you relax. Just you know, just say

521
00:18:40,778 --> 00:18:42,783
what it is. But I gotta you at

522
00:18:42,783 --> 00:18:44,699
this office. She said they use non oxide.

523
00:18:45,098 --> 00:18:47,732
They use sedative. They see patients the gag.

524
00:18:48,371 --> 00:18:50,446
Okay. Good. Sounds like this will be a

525
00:18:50,446 --> 00:18:51,895
great office for me. And it sounds like

526
00:18:52,054 --> 00:18:53,328
I'd be a great patient for them. I

527
00:18:53,328 --> 00:18:55,478
know I need 4 crowns and then boom.

528
00:18:56,035 --> 00:18:57,888
No effort. Whatsoever

529
00:18:58,344 --> 00:18:58,980
to get me in.

530
00:18:59,789 --> 00:19:02,010
Come on. Now don't you want a patient

531
00:19:02,010 --> 00:19:04,470
who needs 4 crowns, even if they're are

532
00:19:04,470 --> 00:19:05,739
a little bit of a Gag or. I

533
00:19:05,739 --> 00:19:07,105
mean, at least get them in and see,

534
00:19:07,264 --> 00:19:09,413
look, they're a horrible gag. You can't treat

535
00:19:09,413 --> 00:19:11,879
them, You can refer them, but you'll never

536
00:19:11,879 --> 00:19:13,948
know unless they come in for an exam

537
00:19:13,948 --> 00:19:16,191
or a consult, which will never happen in

538
00:19:16,191 --> 00:19:17,862
that office. Let's see if it'll happen in

539
00:19:17,862 --> 00:19:18,339
the next 1.

540
00:19:26,235 --> 00:19:28,227
Thank you for calling Dental Care. This is

541
00:19:28,306 --> 00:19:29,422
Chelsea. How may I help you?

542
00:19:30,633 --> 00:19:32,309
Hey, Chelsea. You have a question for you.

543
00:19:32,948 --> 00:19:34,863
I was told a short time ago by

544
00:19:34,863 --> 00:19:37,098
another Dentist. I need 3 or 4 crowns,

545
00:19:37,337 --> 00:19:38,589
but I was a little

546
00:19:39,264 --> 00:19:40,929
hesitant to go in I can have, like,

547
00:19:41,009 --> 00:19:42,754
a bit of a gag reflex of the

548
00:19:42,754 --> 00:19:45,451
dentist to, see patients that have that kind

549
00:19:45,451 --> 00:19:46,164
of thing going on?

550
00:19:47,769 --> 00:19:48,406
We do.

551
00:19:49,361 --> 00:19:49,861
Sometimes,

552
00:19:50,316 --> 00:19:51,851
it just kinda depends,

553
00:19:52,544 --> 00:19:54,614
how bad it is because we may refer

554
00:19:54,614 --> 00:19:56,126
out to a specialist for that.

555
00:19:57,259 --> 00:19:58,539
Because they may have to do a s

556
00:19:58,539 --> 00:20:00,380
citation any sort of thing like that.

557
00:20:01,339 --> 00:20:03,819
It really just depends on the doctor, they

558
00:20:03,819 --> 00:20:05,019
would have to kinda see.

559
00:20:06,311 --> 00:20:08,538
Yeah. Okay. Say it's about a 6 or

560
00:20:08,538 --> 00:20:09,334
6.5.

561
00:20:12,357 --> 00:20:14,720
Yeah. They would have to determine that. I

562
00:20:15,238 --> 00:20:16,992
can't really say if they would or not,

563
00:20:17,710 --> 00:20:19,384
because each doctor is different on what they

564
00:20:19,384 --> 00:20:19,862
can handle.

565
00:20:20,899 --> 00:20:22,653
But I know we have referred out to

566
00:20:22,653 --> 00:20:23,450
specialist before.

567
00:20:24,022 --> 00:20:25,529
Just depending on how bad it is.

568
00:20:26,798 --> 00:20:30,685
I see. Okay. Great. Well, thanks then. You're

569
00:20:30,685 --> 00:20:31,716
welcome. Have a great day.

570
00:20:32,529 --> 00:20:33,890
Oh, you have a great 1 too. Bye.

571
00:20:34,130 --> 00:20:36,289
Thank you. Bye. I don't get it. I

572
00:20:36,369 --> 00:20:37,890
I made up the gag scale. She should

573
00:20:37,890 --> 00:20:39,730
even flinch that when I said a 6

574
00:20:39,730 --> 00:20:41,100
or 6.5.

575
00:20:41,736 --> 00:20:43,247
But the heck does that even mean is

576
00:20:43,247 --> 00:20:45,316
they are gag scale. I guess there could

577
00:20:45,316 --> 00:20:47,279
be. I don't know. But it was interesting

578
00:20:47,479 --> 00:20:49,657
said, I this was a multi doctor practice

579
00:20:49,716 --> 00:20:51,793
obviously she said some doctors handle that better

580
00:20:51,793 --> 00:20:52,273
than others,

581
00:20:53,071 --> 00:20:55,160
and then sometimes we have to refer. So

582
00:20:55,160 --> 00:20:57,385
why not schedule me with the doctor who

583
00:20:57,385 --> 00:20:59,768
handles the patients with the gag reflex really

584
00:20:59,768 --> 00:21:02,488
well? This made no sense Why not say,

585
00:21:02,808 --> 00:21:05,364
you know, oh, doctor Jones is great with

586
00:21:05,364 --> 00:21:07,521
that. Cheese so gentle and she just has

587
00:21:07,521 --> 00:21:09,290
such a nice touch and she She doesn't

588
00:21:09,290 --> 00:21:12,227
mind seeing patients with Gag reflex or anxiety.

589
00:21:12,465 --> 00:21:13,814
I think you'll be really happy when you

590
00:21:13,814 --> 00:21:14,211
meet her.

591
00:21:15,163 --> 00:21:17,067
Can you come in tomorrow 02:30PM?

592
00:21:17,559 --> 00:21:19,149
If that's not good for you. We've got

593
00:21:19,229 --> 00:21:20,740
Wednesday at 01:30PM,

594
00:21:20,899 --> 00:21:22,807
which works. But I mean, come on now.

595
00:21:23,523 --> 00:21:26,743
Get the patient in no attempt This cannot

596
00:21:26,801 --> 00:21:29,535
continue. I swear can't. Let's see what calling

597
00:21:29,912 --> 00:21:32,385
family Dentistry. To get you to the best

598
00:21:32,385 --> 00:21:34,857
team member, please select from the following menu.

599
00:21:35,096 --> 00:21:35,789
If you are

600
00:21:36,464 --> 00:21:39,323
becoming a new patient, please press 1. If

601
00:21:39,323 --> 00:21:42,101
you are an existing patient, please press 2.

602
00:21:42,339 --> 00:21:44,721
For all other questions for our office team,

603
00:21:45,134 --> 00:21:46,335
please press 3.

604
00:21:49,615 --> 00:21:51,955
May be recorded for quality and training

605
00:22:06,879 --> 00:22:08,863
Thank you for calling Family and Cosmetic dentistry.

606
00:22:09,101 --> 00:22:10,371
This is Jl. How can I help you?

607
00:22:11,420 --> 00:22:12,779
Hey, Jill. I have a question for you.

608
00:22:13,339 --> 00:22:15,019
I know that I need 4 crowns or

609
00:22:15,019 --> 00:22:16,640
at least I was told that previously.

610
00:22:17,500 --> 00:22:19,440
But I'm just a little concerned because sometimes

611
00:22:19,740 --> 00:22:21,428
I can I can gag a little bit

612
00:22:21,428 --> 00:22:23,976
if the appointment really long or whatever? So

613
00:22:24,055 --> 00:22:25,488
I didn't go back to that, dentist. But

614
00:22:25,488 --> 00:22:27,478
do you see patients who have that issue

615
00:22:27,478 --> 00:22:27,796
at all?

616
00:22:30,431 --> 00:22:33,129
That have, like, a gag issue?

617
00:22:33,763 --> 00:22:36,397
Yeah. I'm, you know, or or can't do

618
00:22:36,397 --> 00:22:37,929
like, you a lot point

619
00:22:38,460 --> 00:22:40,047
expect that? You do you got lots of

620
00:22:40,047 --> 00:22:40,364
people?

621
00:22:42,999 --> 00:22:44,275
Yeah. We... All the time.

622
00:22:45,790 --> 00:22:47,864
No. Yeah. We do see that quite often.

623
00:22:48,422 --> 00:22:50,974
U. A lot of patients actually have that

624
00:22:50,974 --> 00:22:53,461
issue. I think we're, we're pretty good about

625
00:22:53,461 --> 00:22:56,251
doing brakes if necessary and trying not to,

626
00:22:56,331 --> 00:22:57,926
you know, shut things down your throat. You

627
00:22:57,926 --> 00:22:58,085
know?

628
00:22:59,361 --> 00:23:01,195
Oh, that... That's actually really nice to hear.

629
00:23:01,449 --> 00:23:03,128
Because I I have some people aren't quite

630
00:23:03,128 --> 00:23:05,205
as gentle so I do appreciate that.

631
00:23:06,005 --> 00:23:08,642
Yeah. Cool. Okay. Well, great. Great. Thank you

632
00:23:08,642 --> 00:23:10,240
so much for letting me know that. I

633
00:23:10,240 --> 00:23:10,960
really appreciate it.

634
00:23:13,121 --> 00:23:14,788
Yeah. Of course. If you need anything else,

635
00:23:14,947 --> 00:23:15,741
just let us know.

636
00:23:16,615 --> 00:23:18,441
I, definitely will. You're really nice and, and

637
00:23:18,600 --> 00:23:21,078
I... I'll thank you so much. Thanks. Bye.

638
00:23:22,355 --> 00:23:25,808
Oh, wonderful. Thank you. Bye. Cool. Bye. Wonderful.

639
00:23:26,186 --> 00:23:28,101
If you need anything else, just let us

640
00:23:28,101 --> 00:23:30,420
know yes, I do need somebody else. I

641
00:23:30,420 --> 00:23:32,322
need an appointment so I can come into

642
00:23:32,322 --> 00:23:34,780
your great office and get my 4 crown

643
00:23:34,780 --> 00:23:37,177
done. She was so nice she was kind

644
00:23:37,177 --> 00:23:39,089
of light lighthearted and fun and said, oh,

645
00:23:39,647 --> 00:23:41,240
yes, we see people like that all the

646
00:23:41,240 --> 00:23:42,754
time. We try to be gentle. We give

647
00:23:42,754 --> 00:23:44,268
you a break when a ran a million

648
00:23:44,268 --> 00:23:46,673
things down your mouth. This is exact me

649
00:23:46,673 --> 00:23:48,208
what I wanted to hear

650
00:23:48,583 --> 00:23:50,754
as a patient who has a gag reflex

651
00:23:50,971 --> 00:23:51,289
yet,

652
00:23:51,846 --> 00:23:53,517
she comforted me on the phone. She said

653
00:23:53,517 --> 00:23:54,233
the right things.

654
00:23:55,109 --> 00:23:57,837
No attempt. To make the appointment, what the

655
00:23:57,837 --> 00:23:59,195
heck is going on here?

656
00:23:59,754 --> 00:24:00,553
Let's keep going.

657
00:24:01,352 --> 00:24:02,550
Yeah. Okay. How can I help you?

658
00:24:03,523 --> 00:24:05,358
Hey have a question for you. I know

659
00:24:05,438 --> 00:24:07,273
I need 4 crowns. That's I was told

660
00:24:07,273 --> 00:24:08,230
by my last dentist.

661
00:24:08,868 --> 00:24:11,035
Okay. I didn't go back though You excite

662
00:24:11,035 --> 00:24:12,547
like a little bit of a Gag reflex?

663
00:24:12,626 --> 00:24:13,979
And I I didn't think they were treating

664
00:24:13,979 --> 00:24:16,127
me very gently. Do you see patients there

665
00:24:16,127 --> 00:24:17,161
that have those issues?

666
00:24:19,080 --> 00:24:19,477
Yes.

667
00:24:20,112 --> 00:24:20,905
We do.

668
00:24:22,809 --> 00:24:25,188
I know we can do, like, a a

669
00:24:25,188 --> 00:24:27,357
gas or whatever lacking gas or whatever it's

670
00:24:27,357 --> 00:24:29,675
called, but that does cost to extra, it's

671
00:24:29,675 --> 00:24:31,113
not usually covered by insurance.

672
00:24:33,431 --> 00:24:34,150
How much extra?

673
00:24:36,479 --> 00:24:37,675
I do not know that off the top

674
00:24:37,675 --> 00:24:39,111
of my head, because it's not used too

675
00:24:39,111 --> 00:24:39,930
often honestly.

676
00:24:40,866 --> 00:24:42,633
I, really What if you use that and

677
00:24:42,712 --> 00:24:44,462
I'd laughed too much? Would that cause a,

678
00:24:44,621 --> 00:24:45,734
me a similar problem?

679
00:24:48,119 --> 00:24:49,175
So the crowns

680
00:24:54,009 --> 00:24:54,960
I'm me put you on a brief hold.

681
00:24:55,198 --> 00:24:56,466
Okay? Yeah sure.

682
00:24:59,097 --> 00:25:01,084
What was going on? This person was kinda

683
00:25:01,084 --> 00:25:01,720
clueless. I mean,

684
00:25:02,991 --> 00:25:05,455
let let's not downplay this left. I guess,

685
00:25:05,614 --> 00:25:06,965
I called I said, if a gag reflex,

686
00:25:07,124 --> 00:25:08,889
You said, use laughing. I yes. But then,

687
00:25:09,048 --> 00:25:10,641
like, talk me out oh, it's really expensive.

688
00:25:10,800 --> 00:25:12,313
It was not covered by insurance. We hardly

689
00:25:12,313 --> 00:25:12,870
ever use it.

690
00:25:13,746 --> 00:25:15,577
Now I feel like an idiot, then I

691
00:25:15,577 --> 00:25:17,504
asked... I kinda kidding around. I said what

692
00:25:17,504 --> 00:25:18,939
happens if I left too much and she

693
00:25:18,939 --> 00:25:20,692
starts, like, telling me the fees for the

694
00:25:20,692 --> 00:25:22,285
crowds. I think that's what she was doing.

695
00:25:22,604 --> 00:25:23,973
And then put me on a hold. And

696
00:25:24,052 --> 00:25:25,720
I gotta tell you, you were not gonna

697
00:25:25,720 --> 00:25:27,466
hear her come back because I was I'm

698
00:25:27,466 --> 00:25:28,657
looking at the time of here. I was

699
00:25:28,657 --> 00:25:32,388
on hold for 3 minutes, and then I

700
00:25:32,388 --> 00:25:33,840
just hung up. I'm not gonna make you

701
00:25:33,840 --> 00:25:35,840
listen to silence for 3 minutes. I'll just

702
00:25:35,840 --> 00:25:38,240
say she was not good, then she put

703
00:25:38,240 --> 00:25:40,160
me on and I I could still be

704
00:25:40,160 --> 00:25:41,840
on hold in this office. I who knows

705
00:25:41,840 --> 00:25:42,480
what's going on there.

706
00:25:43,132 --> 00:25:44,964
It's never good to put patients on hold,

707
00:25:45,124 --> 00:25:47,274
but if we have to come on. Play

708
00:25:47,274 --> 00:25:49,504
little music or something and come back right

709
00:25:49,504 --> 00:25:50,721
away, lost

710
00:25:51,097 --> 00:25:51,495
opportunity.

711
00:25:51,987 --> 00:25:55,481
Boom by, see you later. Actually, I will

712
00:25:55,481 --> 00:25:59,213
never see you again. Okay. That is gonna

713
00:25:59,213 --> 00:26:01,622
do it. For today's episode. Just a couple

714
00:26:01,622 --> 00:26:03,780
quick reminders. If you wanna email me about

715
00:26:03,780 --> 00:26:05,458
anything, my email address is rich,

716
00:26:06,097 --> 00:26:07,156
RICH

717
00:26:07,455 --> 00:26:09,706
at mat MAD0W

718
00:26:09,706 --> 00:26:11,382
dot com. If you have any questions about

719
00:26:11,382 --> 00:26:13,217
anything. Wanna see what it's like to work

720
00:26:13,217 --> 00:26:16,422
with us as your personal dental coach. Bring

721
00:26:16,422 --> 00:26:18,808
me to speak to your, meeting or study

722
00:26:18,808 --> 00:26:20,399
club, anything. Which that's ask a questioner or

723
00:26:20,399 --> 00:26:23,422
say hi. Rich at matter dot com. Matter

724
00:26:23,422 --> 00:26:25,265
dot com slash saved see how to save

725
00:26:25,265 --> 00:26:26,718
money in your credit card processing,

726
00:26:27,330 --> 00:26:30,030
month after month, matter dot com slash s

727
00:26:30,030 --> 00:26:31,937
seo o, you can learn how patients will

728
00:26:31,937 --> 00:26:34,295
find you when they Google for new dentist

729
00:26:34,733 --> 00:26:37,204
And 1 more quick thing. If you're enjoying

730
00:26:37,204 --> 00:26:40,254
the demo practice fixer, please help other dentists

731
00:26:40,312 --> 00:26:42,066
all across the world enjoyed it as well.

732
00:26:42,479 --> 00:26:44,463
By giving us a good rating or whatever

733
00:26:44,463 --> 00:26:47,876
podcast service you're watching or listening on, a

734
00:26:47,876 --> 00:26:49,861
review will be even better. I'm Doctor. Richard

735
00:26:50,019 --> 00:26:52,016
Mad. Thanks so much for spending this time

736
00:26:52,016 --> 00:26:54,096
with me today, and I will see you

737
00:26:54,096 --> 00:26:54,336
soon.