Oral Health Group

Management Systems for Success

April 3, 2020
by Lois Banta, CEO and Founder of Banta Consulting, Inc.

There has never been a more important time than now to implement effective practice management systems. Having a good back up plan is integral to practice success. Keep in mind that focus needs to be on the here and now. Additionally, planning ahead offers peace of mind. Some things to keep in mind:

  • Choreograph the schedule to allow for predictable productivity
  • Utilize dental software to manage unexpected open time. This allows for a good backup plan to call patients who have offered to come in sooner if an unexpected change in the schedule happens
  • Create fool proof collection strategies to get the money off the books and in the bank
  • Organize weekly team meetings to address all areas of practice growth, celebrate the successes and identify the challenges
  • The Morning Huddle is a great way to ensure minimizing hiccups during the day.
  • Focus on positive ways to offer amazing customer service to make the patients feel special.

The best defense is a great offense, so the expression goes in sports. The same can be true in running a successful dental practice. No matter what detailed systems there are in place, special focus needs to be paid to effective communication skills and enhanced customer service. Engage the patient in communication by NOT asking yes/no questions. Instead, offer two solutions to guide them toward the optimal choice. Using phrases like, “Help me understand…” helps the patient to feel listened to. The “secret” to practice success is quite simple. Treat others the way you would want to be treated. The common denominator is…people want to feel special and be treated with kindness and respect. The more trying the times, the more enhanced customer service needs to be. Focus on the human element. Offer special comfort to the patient for their dental appointment. Offer bottled water and a coffee/tea station in the reception room for patients. Warm blankets in the operatories are a great way to offer patient comfort.


School is never out for the pro. Attending continuing education courses helps to keep the skills sharp and knowledge current. There are so many opportunities for learning in the dental industry now. Online learning, podcasts, webinars are all great ways to stay connected and current. In office lunch and learns with specialists and companies that offer goods and services to the practice are also great ways to stay current with knowledge and skills.

Creative marketing creates opportunities to enhance customer service and recruit new patients. Think of what the practice can do to create a positive impact, welcome gifts, referral gifts, social media strategies.

Ongoing strategies combined with detailed systems, strategies and protocols can ensure long term success. Remember, school is not out for the pro and those that inspect what they expect nurture growth.

About the Author

Lois Banta is CEO, and Founder of Banta Consulting, Inc. established in 2000. Ms. Banta is also the owner and CEO of The Speaking Consulting Network. Banta Consulting specializes in all aspects of dental practice management. Lois has over 47 years of dental experience. To contact Lois for a personal consultation or to invite Lois to speak to your organization: Office-816-847-2055, Address: 33010 NE Pink Hill Rd ~ Grain Valley, MO 64029, Email: lois@bantaconsulting.com Website: www.bantaconsulting.com

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