Coach’s Corner | We are not the only industry hiring – respect at the front desk

I want to share with you my experience at an orthopedic surgeon’s office. This week when I was checking in for my appointment it was obvious this young lady was new. She was very friendly but not very professional with her demeanor or her word choice, but she cared about taking care of patients. The problem arose when she was trying to print off a receipt for me. For some reason she couldn’t get the system to work. Then she proceeded to look at me and say there was a recent software update, and it really changed a lot of things. When asking for help from two other front office team members, they came over and tried but it wouldn’t work for them, and they both threw up their hands and walked away. They left the “new girl” struggling. I was just sitting there, patiently waiting in my chair when all of a sudden, the manager whipped around the corner and asked her in front of me what she’s done in an accusatory tone. She then barks for her to get up out of the chair, it’s easier if she does it. For whatever reason the manager did not care what came out of her mouth with her unprofessional behavior. I’m watching all of this thinking this poor girl obviously has not been given all of the tools that she needs to be successful in front of the patient. Worse yet, the manager obviously didn’t care about the patient experience, or she would have communicated and represented the practice in a much more professional manner with the word choice and tone used in front of her team member and in front of me. I realize some days we have more patience than other days. It’s not something we should do, but sometimes it comes off that way. When the manager said all of this, she showed the new employee screens this poor team member had never seen before. As she was looking over her shoulder, she grabbed her notebook to take notes because she didn’t know what she had done, and she wanted to fix the problem.

The way in which this manager treated her own team member in front of patients reminded me of something that may have happened in your practice. We have had to hire team members that do not have dental experience. When somebody comes to you that is willing and wants to learn and then you verbally beat them down and humiliate them in front of a patient – how long do you think that that new team member is going to sit there and take that kind of verbal abuse? The funny thing is my sister was with me for this appointment. As soon as we went to take our seats in the reception area, we both looked at each other and commented on this whole thing. Of course, I told her this has got to be a Coach’s Corner because this is real. This stuff happens.

I share all of this as a friendly reminder to everyone. Remember when working with new team members and those especially new to dentistry to set them up for success. The better way of handling this would have been taking more care and telling me, you know what, we’ve had a software update. Susie here is new to our practice. Can I use this as a teaching opportunity? I would have loved to have seen that because it would have shown me, the patient, how much care you take to make sure that she is taught correctly and that this is the service that you expect for patients coming in and being seen. We all know that hiring has become, let’s say interesting, over the last few years. Don’t be afraid to do this in front of any patients – it actually shows you care for your team members and your patients – it’s a win/win.

Hiring and onboarding new team members may create a stressful situation in your practice. There is no need to work in a frustrating environment. Please reach out to [email protected] to set up a call to discuss your situation.

Buying Time is Easy with These 3 Methods | Victory Dental Management

Time is your most valuable resource. Time management can be challenging on certain days, but it can also be impossible. Examine your current methods of organizing your schedule. Is there any other tool you could be using to keep your practice’s most valuable asset intact? Consider these three solutions.

1. Review Your Management Techniques

Without spending a dime, you can buy time. Implement a new method of monitoring practice productivity. In a quick email, have your team document their activities for the day. A quantitative listing of duties for each staff member allows the easy reference in the future. Using this technique, you don’t have to micromanage your staff by asking them, “What are you doing today?”.” A full day of appointments makes it hard to implement managerial tasks.

By keeping track of what each team member contributes, you can cut down on daily meetings. Keeping track of the tasks completed at the end of the day helps everyone at your practice be aware of who must take responsibility for what.

2. Optimize your productivity with apps

“Time lost cannot be regained.” How can you make use of this information in your daily tasks? Keeping track of your practice can be made more accessible by utilizing various services and applications available on your mobile device. Such applications can be beneficial to your practice. Modern technology allows businesses to manage all aspects of their operations without relying on manual processes.

Using scheduling software and apps is beneficial. Rather than sending emails in real-time, you can schedule them to remind patients to book their next appointment at your office. It can be a valuable tool for patient retention because it keeps you in constant contact with your patients. You can save time by using apps such as these and keeping track of how your practice is doing. 

3. Take advantage of a faster check-in

The time that slips through your fingers is not always your team’s fault. It only takes one late patient to throw the entire day off. Be sure to make registering your patients as simple as possible. Prepare complaint forms online so that patients can fill them out before attending the office. It will help run your practice smoothly if your patients can fill out forms in advance. Work with your patients to ensure a smoother and faster registration process, so you do not earn a reputation for being behind schedule. This will prevent patients from completing redundant forms. If possible, rework any documents or forms so that your patients do not have to fill out the same information more than once.

Time management is a skill that successful business leaders possess. Make sure strategies are in place to measure productivity with factual data. With technology, you can assist your patients, make your life easier, and save time. Be proactive and rethink your time management strategies rather than watching sand fall through the timer.

Contact us with any questions you may have. We look forward to hearing from you.

Victory Dental Management
Phone: (804) 399-2053

Is your Dental Practice Ready for What Comes Next? | Victory Dental Management

Can you imagine what the dental profession will look like in 10 years? What action plan will you and your team use to prepare for success in the future

Having a big picture in mind is a trait that dentists have. As an oral health professional, you face this responsibility every day, as your patients rely on your experience and expertise to sustain their oral health throughout their lifetime. But are you putting strategies in place to maintain your company in the long run?

Change is taking place in dentistry. An ever-changing range of technology creates entirely new procedures every day, which can benefit your business by creating a new market of prospective patients. Additionally, the business landscape of the profession is changing. A field primarily dominated by independently owned companies has increasingly become corporate-dominated. Determine how your business model fits into the landscape of different business strategies used in dentistry.

The future will continue to bring changes in dentistry, that is certain. Did you ever imagine using technology to order supplies or recruit patients when you opened your dental practice? There will be developed technologies to bridge the gap between dentist and patient in terms of education and communication in the future.

Building trusting, loyal relationships will remain the key to success. Your marketing messages need to emphasize the differences between your practice and your competitors. Your practice’s rebranding can attract your ideal new patients and freshen its appeal to its community.

Despite the changes in the world around us, many things remain the same. It should not be a surprise or cause for concern that the dental profession will change in the future. Stay optimistic, and create an action plan. 

Get in touch with our office today. We can begin the process of planning for the future.

Victory Dental Management
Phone: (804) 399-2053

Boost your Efficiency with These 3 Tips | Best Dental Business Consultant

How can your business be improved? Are you able to complete meetings and projects on time? Is there no solution in sight for the days that seem to drag on? 

Improving efficiency is the most effective way to resolve this issue. Practices can take several steps to improve their efficiency in all areas. Consider the following three suggestions.  

  1. Promote face-to-face interactions

Employees think that sending an email or chatting on Google would be more efficient than walking up to their coworkers’ desks. On the other hand, speaking directly with someone allows you to generate solutions more quickly. A 2-minute conversation can answer a question more efficiently than dozens of emails exchanged between individuals.

  1. Streamline the process of interruptions

The process of beginning a task again after being interrupted can take a few minutes. Each day, employees should block out a few hours of work to limit distractions and allow them to focus on their work. Rather than scheduling meetings throughout the week, schedule all appointments on one day. Using apps and tools to stay interruption-free can help you avoid email notifications clutter.

  1. Manage your projects  

Email is widely used by businesses to stay on top of projects. However, email can be lost and unread as a result. A management software tool is used as a better way to communicate and keep track of progress. 

If your practice is struggling to run smoothly, there are simple solutions you can implement. Face-to-face meetings can speed up the problem-solving process. Block off-work time on your schedule to limit interruptions that may slow down your work. Furthermore, project management software keeps everyone up to date on the progress of a project

What else can we help you with? Please schedule an appointment with our company today. 

Victory Dental Management
Phone: (804) 399-2053

Coach’s Corner | How far would your team get during March Madness?

I have had numerous followers email me and ask how I was going to relate March Madness to a dental practice this year. There are a lot of you who enjoy my analogies 😊 Thank you for asking and of course, I have a very good example this year, courtesy of UVA. I am sorry to use this team since I reside in Virginia, but it really does drive a point home for everyone in dentistry.

UVA’s stunning loss against Furman shows us a lot of similarities between basketball and dentistry. As a basketball coach myself I am reading a lot of commentary on how they lost that game. It happened a few weeks ago so let me remind you of the details.

The last possession UVA had was an inbounds play after Furman made a foul shot. The inbound pass was given to Beekman, and he passed it back to Clark who originally threw the ball inbounds. Clark got caught in the corner of the trap. For whatever reason, he chose to lob pass the ball and it was caught by a Furman player. Furman passed the ball, made a 3-point shot and won the game.

Reasons for this team breakdown could be placed on every UVA player on the court. It wasn’t just the passer or the player in the corner that was trapped and threw the ball that resulted in the turnover and Furman scoring. It was the players at the extended foul line that could’ve cut to the ball. It was the other one down the court that could’ve come up because he saw his teammate was caught in the corner. A time out could have been called since they still had one to use. By the way, a full court press and how to handle it are taught to teams in middle school in case you were wondering. What occurred was a failure for the team. There was not one player at fault – a team loses, or a team wins together.

This relates to your dental practice in the following ways. Do all members of your team understand their role and responsibilities so clearly that they can win the game at any moment? Does every team member understand what to do, when to do it, and how to do it in your practice? If there’s an interruption in the flow of the day, does your team understand and react accordingly? Are you setting them up for success or challenges? Have they practiced enough and planned or prepped enough so they know how to act and handle the questions I asked above?

If you have followed me for any length of time, you know I view the dentist as the head coach and the office manager/practice manager the assistant coach. It is your responsibility as the coach to make sure your team understands how things are to be done at any given time in your office. This requires enough planning, so you are able to think through each situation fully and coach your team according to whatever happens.

Was UVA prepared enough to anticipate the press Furman used? Did teammates let each other down with their actions? Only the coaching staff and players at UVA can truly answer those questions. When it comes to your practice, have you prepared your team? Can they anticipate what will happen next?

It’s your team Coach – are they ready?

If you need any assistance, please get in touch with me [email protected]

Creating a Friendly Atmosphere | Dental Management Consultant

Patients can feel intimidated when they walk into a dental office. In the background, you can hear dental equipment whirring and a busy office phone ringing, which may be an intimidating experience to new patients. Generally, new patients may feel anxious when they hear these sounds. Creating a patient-friendly atmosphere in your dental office is as easy as following these three strategies.

Staff that is friendly and helpful

In a dental office, patients typically interact first with staff members in the front office. Our staff will not only provide the patients with a first impression of the practice but will also interact with them and help set up appointments. In addition to providing a positive first impression, a friendly front desk employee may also alleviate any patient concerns. Compassionate team members will build loyalty to your team and make it easy for patients to work with them. 

Maintain a welcoming waiting room

Nervous patients often experience anxiety while waiting to be called in for their appointment. The presence of a comfortable and welcoming waiting room may ease their stress. Patients can relax with simple amenities such as comfortable chairs and reading materials. Children will benefit from a separate play area, which will help to reduce noise levels in the room while keeping them occupied.

It’s All About Communication

Patients and their dentists must communicate effectively to ensure that they remain informed of their oral health. The doctor-patient relationship will be strengthened as a result. The dentist will explain all of the treatment options discuss various payment options, and make sure each patient knows how to make appointments easily. As a result, effective communication keeps patients coming back.

Ensure a positive experience for each patient. 

The care your patients receive will make them happy, and they may refer new patients to you. Your office can create a patient-friendly environment by implementing these three strategies. 

Our team is ready to help you build a patient-centric practice. Please contact us if you have any questions.

Victory Dental Management
Phone: (804) 399-2053

Four Ways to Recruit Millennials for Your Practice | Victory Dental Coach

Is it difficult for you to attract new patients to your practice? Modern technology and our busy lifestyles have changed how we attract new patients. Every business, including dental practices, must adapt to each generation to gain their attention. We have outlined a few strategies that you can use to bring in more patients.

Connect with technology

Technology is becoming increasingly important to us as a society. Making appointments by telephone is not as convenient as giving patients the option of scheduling online. Appointments can be confirmed and reminders sent to patients faster and easier through text messages.

Use search engine optimization techniques.

Make your office visible to patients by using search engine optimization (SEO). Prospective patients will be more likely to find dental offices that rank well on search engines, increasing their business. Patients can find what they want quickly by appearing near the top of search engine results, eliminating the need to scroll through numerous results pages.

Take advantage of social media.

Dental offices should utilize social media as a way for patients to learn about their services and your dental office. You will reach a broader audience if you post regularly on Twitter, Facebook, and Instagram. Your web page may also feature your team members, satisfied patients, and other features that make your practice stand out.

Be a 5-star company

It is essential to retain your patients as referral sources once you have them in your office. You can encourage positive online reviews by providing exceptional service. Patients appreciate real, authentic testimonials. Online reviews of dentists are more likely to influence patients to choose one with a positive reputation.

Using technology while highlighting authenticity will attract potential leads and current patients. The tips offered above will enable you to grow your business and reach more new patients.

Please make an appointment with us today to discuss your needs.

Victory Dental Management
Phone: (804) 399-2053

How to Introduce a New Dental Service | Dental Management Consultant

To grow your business, you’ve decided to introduce a new service. Do you have an execution strategy? Having a weak marketing plan or failing to keep your team on the same page are common pitfalls for business owners. Business owners usually make the following mistakes when developing new services.

Failure to Train The Team

Many business owners do not keep their teams informed about the new ideas or services they are launching. Every member must be fully familiar with your offerings if your business is to thrive. Ensure your team is properly trained before launching a new service. Those interested should be able to ask questions, and those who may not know about this new offering should be educated. A successful launch relies on education and training. Launching a new service with a team that isn’t ready or equipped can quickly hurt your reputation, so it is better to delay your plans.

It’s an afterthought to market

Your new service is all set to go, but now you’re wondering, “What is next?” The launch of your new service offering isn’t going to be successful if no one knows about it. Develop a multifaceted marketing strategy to inform your existing and new patients of this new option. As you’re creating a marketing plan, keep your  target audience in mind. Consider the benefits that this solution provides. 

Don’t Neglect Research

Research is crucial to pulling off a successful new service launch. Don’t go in with the mindset that your good ideas alone are enough to pull it off. Instead, check out your competitors to give you an idea of how to position your new service. Research success stories and failures of people who have done similar things. Take time to study the pricing of competitors and know what you will need to cover your costs while still creating an attractive offer to price shoppers. 

Launching a new service is an effective way to boost interest in your business, drive revenue, and fill a need in the market. To be successful, don’t rush your new service without properly training your team or doing research. Also, avoid the common mistake of not marketing, or marketing as an afterthought.

Contact us to discuss strategies that can help your business grow.

Victory Dental Management
Phone: (804) 399-2053

How to Improve Employee Productivity | Victory Dental Coach


Research has shown time and again that happiness plays a large role in the productivity of employees. A study conducted by Google saw a 37% increase in productivity as a result of initiatives focused on improving employee morale. Financial incentives alone are often not enough to boost employee performance, as our brains are hardwired to respond to positivity. Here are 5 simple tips you can follow to help improve happiness in your team.

Show Appreciation and Recognition

Employees that feel valued are more likely to feel happy about their work. Take time to recognize positive contributions of the team. Not only will this make the recognized employee feel proud of their work, it can also incentivize others to work harder to achieve the same praise.

Get Your Team Members Invested 

It’s most likely the case that financial gain was not your sole reason for starting your business. Maybe you’ve had a lifelong passion for helping others. Maybe you’ve always been fascinated with the science of dentistry. Whatever those reasons were, share them with your team. Knowing that they’re contributing to something bigger can help employees take pride in the work they do, no matter their role.

Set Clear Goals 

When your employees don’t have a clear expectation of their role, it can be difficult for them to recognize whether or not they are performing well and can lead to increased stress about their work. By setting clear expectations of your employees and goals for your business as a whole, your employees will have a standard to judge their work against, and therefore be able to feel better about good performance.

Promote From Within

A common concern of employees is a fear that they won’t be able to advance within their current positions. By establishing a culture of development and promotion from within the company, you’re clearly communicating to your employees that you want them to see your office as a long-term home, not just another job.

Studies indicate that US companies lose about $500 billion annually due to loss of productivity caused by unhappiness at work. Don’t let your team be a part of this statistic. If you’re looking for additional strategies for running a happier, more productive office, contact our firm for solutions

Victory Dental Management
Phone: (804) 399-2053

Making a Dental Equipment Purchase | Victory Dental Management


The fact that your dental equipment will need to be replaced is inevitable. Sometimes the reason for replacement will be that newer technology has made your equipment obsolete. Purchasing new equipment is an investment that should be taken with a great deal of caution. Here are a few tips to help you get started on making an informed and practical decision regarding your office’s equipment.

Take Your Time

Never rush into a purchase as big as that of a new equipment purchase. We strongly suggest you meet with our team to discuss the implications a purchase might have, particularly on your practice’s taxes. There may be an optimal time of the year to make a  purchase. 

Consider Its Use

How often will you utilize this equipment? Where will it fit in your office? Carefully consider how this new piece of equipment will be used in your day-to-day operations. If

you are struggling to answer these questions, it may be a sign that the new equipment is not needed immediately.

Evaluate Practice Growth

Ask yourself if investing in new equipment will allow your practice to grow. Will it expand the available services you offer your patients? Perhaps it will improve the comfort, efficiency, and amount of time it takes to treat or serve patients. When marketed effectively, these can be excellent sources for driving new patient numbers or improving loyalty among your existing patients.

Assess the Cost

You should never buy equipment if you are unsure how you will receive a return on investment from it. Consider how your pricing structure will offset the costs of the investment. Can you still be competitive in your market if you must raise costs? Your office equipment plays a central role in allowing you to deliver quality care for your patients. New technologies are constantly making the patient experience more comfortable and safe. Before you rush to purchase new equipment, it is vital that you consider how the investment will impact your business.

Fortunately, our team is here to help you make these financial decisions. For a consultation on the possible purchase of new equipment, contact our office today. 

Victory Dental Management
Phone: (804) 399-2053