Archive | April, 2013

Vegas Mission:Possible at Red Rock Resort

29 Apr

Vegas Mission:Possible at Red Rock Resort

What Happens In Vegas…

29 Apr

What Happens In Vegas Stays In Vegas


                     Well, hopefully not ALL that happens…




We had a fabulous time at the “Mission Possible” event in Las Vegas at the Red Rock Resort last week!  It’s so fun to see new practices that are just getting started in the program– we have some terrific teams that are ready to fine-tune their systems, as well as some veteran teams that came for a refresher.  You all are what makes the Brady Group a success – we congratulate you, and we thank you from the bottom of our hearts!!




While the Mission Possible can certainly invigorate you to go back and do great things, it can become overwhelming if we don’t approach it in the right way.  For those of you who did not just attend the MP, it’s a great time to look at your situation – if you are not getting the results you desire, it may be time to ‘get back to basics’.




Things to remember:




   1.  This program is a journey, not an event.  We don’t hand out magic pills.  The process of change is gradual – be patient with yourselves!




2.  Celebrate your successes along the way.  It’s so easy to think of all the things you are NOT doing, that you can lose sight of the progress you have made.  Take time to acknowledge your co-workers when you see them try something new.




3. Don’t try to do it ALL today – set personal and practice goals on a weekly basis and support each other in accomplishing those goals. 




4. Don’t skip the foundational systems – We all want to jump to the ‘good stuff’ – those systems that we think will give us immediate results.  Don’t forget to set the foundation with the following:




*Honor the Patient Reservation System – this will allow many of the other systems to happen much easier.


*Schedule weekly team meetings as well as your am/pm huddles to allow frequent communication with each other.


*Track the practice statistics consistently with the monitors. Not only will you know what production is, but you will be able to determine WHY – good or bad, and make adjustments based on that information.




5. Plan to come to another “Mission Possible” event within the next year.  You will be at a different place in your journey and will hear things in a whole new way.




6. Utilize the tools provided by the Brady Group.  We are here to help you.  Don’t feel as if you have to wait until the next meeting to get your questions answered.  While your personal coaches will check in with your periodically, we invite you to contact us whenever you need help.  Email, ichat and phone coaching are always available to you.




7. Show Up!  The Brady Group is not just about information.  It’s about relationships with other doctors and team members who have, are or will experience the same things as you.  The events held throughout the year offer a support system that cannot be replaced.  Our calendar is complete through the end of 2014 – get those dates scheduled!




Where Did Our Patients Go??

11 Apr


This week our ‘Ask Amy’ video referenced how to prevent last minute cancellations.   Our tendency is to be more reactive than proactive when it comes to patients not showing up.  We think that ‘punishing’ them with a no show fee will do the trick. Well, it might in some cases, but what does it do for the relationship?


We continue to simplify this component of your practice by first retraining OUR brains to think differently – I promise your patients will follow suit!


Here’s the plan –


  • Be cautious of your verbiage when you call to confirm – instead of ‘I’m calling to confirm’ or ‘just checking to be sure that’s a good time for you’ etc., let’s say something like, ‘Our hygienist Julie is really looking forward to seeing you at 1:00 tomorrow – if there’s anything special we can do in preparation for your visit, let me know’
  • Look at your scripting, away message, basically any communication with your patients, both verbal and non-verbal.  Is there anything that says ‘We require 24/48 hours notice… ‘  If so, you are giving them permission to change their appointment, as long as they do it a day or two in advance.  You still have to scramble to fill those spots.  The goal is to have the recall schedule look the same for today as it did 6 months ago.  I understand there are some circumstances we simply cannot avoid, i.e.: illness. But that last minute business meeting is code for ‘It’s just a cleaning – I can do that anytime’.  
  • Change all written verbiage to – ‘Any changes in your appointments affect many people. We promise to honor your time and in return as that you do the same, in fairness to all of our patients’.  
  • Additionally, when you pre-book 6 months out, don’t say things like ‘Let’s go ahead and schedule now – you can always change it’.  Instead try, ‘Let’s go ahead and schedule your 6 month visit now so that you can get the time you like – then you can plan around it’. 
  • When patients want to reschedule last minute, rather than saying ‘What’s a better time for you?’  I would say, ‘Are you sure you cannot rearrange your schedule?  It will be at least 12 weeks before we can get you back in.  I think you’ll find that many patients will go ahead and make it work. 
  • If you have a chronic abuser – someone who cancels more appointments than they keep, I would say, ‘It seems as if this hasn’t worked out well for you in the past.  In order to be fair to everyone, we ask that you go ahead and secure your appointment with a credit card’.  Again, that’s ONLY for those who consistently abuse your time. 


While many of these changes are subtle, cumulatively you will find that they will change the way you AND your patients view the continuing care appointment