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Frequently Asked Questions

FAQs about our Dental Practice Management Training Program

I've done training before. What makes yours different?
I've done training before but I couldn't apply it when I got back in my practice. How are you going to get me to do this?
I'm worried I will do the training and then blow it when I get back to my practice. How will you help me get what I learn into application in my practice?
I have major employee problems. How will your training help me handle them?
Marketing is a problem in this area. How will your training help me with marketing?

FAQs about our Program

Do you deal with all dental specialties?
I am stressed out. How will your program help me?
My practice seems to be running as fast as it can. Will your program help me break out of my plateau?
The busier I get, the more case presentations seem to fall through the cracks. How will your program help me?
My practice feels like it is out of my control. Will your program help me?
My staff are mired in old habits and routines. How can I get them to apply anything new?

FAQs about our Dental Practice Management Training Program:

Q: I've done training before. What makes yours different?

A: Our training programs are tailored specifically to you — your goals and your problems keeping you from reaching the next level of income in your practice. This is not a cookie-cutter training program. We concentrate on the most important areas first.

Q: I've done training before but I couldn't apply it when I got back in my practice. How are you going to get me to do this?

A: We follow up closely with each of our clients. Part of our program is on-going consulting where we help you, push you where needed, and find out what's stopping you from implementing what you learn in our training. We get you through the implementation of the things you learn in our training by staying in close communication and listening to you. You will have someone to talk to, to sort things out and help you do your program one step at a time, any time you need it.

Q: I'm worried I will do the training and then blow it when I get back to my practice. How will you help me get what I learn into application in my practice?

A: Having someone to talk to about the problems that come up when implementing what you learn is a major aspect of our program. First of all, our step-by-step programs are uniquely tailored to you. Our training does not stop when you go back to your practice — it continues by telephone. You will have several allies here at Pacific Management to help you implement what you learn back in your practice, despite any reluctance of your staff or problems in your environment. We care about our clients and are insistent that they accomplish what they set out to do in their practices. We will help you through it — you can count on it.

Q: I have major employee problems. How will your training help me handle them?

A: Our training includes how to handle your employees effectively. We frequently consult doctors on staffing issues and have helped many doctors get their employees operating at new levels of production and cooperation. We teach you how to manage your employees by statistics instead of gut feelings and personalities. You will know with absolute certainty who is productive and who is not. Some employees simply can't or won't work — and we can help you through the difficulties of dismissing non-productive staff and employing productive staff (although this a last resort, it is sometimes necessary).

Q: Marketing is a problem in this area. How will your training help me with marketing?

A: If marketing is a problem for you, your program will include training specifically in that subject. We will teach you how to effectively market your services, both internally (within your practice) and externally.

FAQs about our Dental Practice Management Program:

Q: Do you deal with all dental specialties?

A: Yes. We deal with all the dental specialties.

Q: I am stressed out. How will your program help me?

A: If you work with any group of people who are not well organized, here's what happens: In lieu of adequate protocols and job descriptions and office policies, the staff will invent their own. Then what happens is they dig in and defend their way of doing things, and you get different people doing the same job different ways, and that's a breeding ground for conflict and stress.

Training your employees on vividly detailed job descriptions and office policies and working together will help any group be more organized and efficient — and will cause you a lot less stress. You will learn how to do that in your training.

Q: My practice seems to be running as fast as it can. Will your program help me break out of my plateau?

A: One of the most common things we run into is that doctors get really busy, and the systems that worked really well at 30 miles an hour don't work nearly as well at 60 miles an hour, so they throw staff at the problem. In other words, instead of upgrading the systems and training the staff on how to run at 60 miles an hour, they hire two more 30 mile an hour staff members and then what happens is that even though they've doubled their production, the overhead goes up because the dollar amount of payroll goes up. So the doctor is making the same amount, sometimes even less profit, even though he's working twice as hard. Our program trains you and your staff in the exact office procedures and policies so they CAN run at 60 miles an hour without breaking a sweat — to get your practice up to the next higher level of net income for you.

Q: The busier I get, the more case presentations seem to fall through the cracks. How will your program help me?

A: We've found that as the doctor gets busier and the practice gets busier, and you do case presentations based on the merits of the treatment plan itself, and the patient seems to acquiesce or seems mostly agreeable, and then they go up to the front desk to work out the financial details and a schedule and there's the receptionist up at the front desk. And she's juggling all these balls in the air. She's trying to check patients in and check patients out and answer the phone and collect cash and co-payments and do insurance billing and schedule the restorative side of the schedule and schedule the hygiene side of the schedule, and handle anybody who has missed their schedule, and all that stuff is going on, and now she is supposed to discuss the intimate details of how you're going to finance a large to medium-sized case and arrange sometimes third party finance for that, and she's doing all of that with all those other distracting things going on. Often she is doing this over the counter with other patients listening in, and it is very distracting both for her and the patient. What happens is that patients are a little uncomfortable with all this, and they say, "Let me think about this." Next time you see them is the next time they come in six months later for their cleaning. And they fall through the cracks.

Our program teaches you how to present the treatment plan and how to get compliance to it. Someone in your office has to sit down without any distraction and work out payment or third party finance with your patient so you can sell these bigger cases. Otherwise, no matter what you know how to do, you'll wind up doing the irreducible minimum all the time. We help train you and your staff in the exact procedures to present and close these treatment plans. After all — all the beautiful techniques you've learned don't mean anything if you can't sell them.

Q: My practice feels like it is out of my control. Will your program help me?

A: To the degree that you are in control of that scheduling book, there will be more production and less stress. To the degree that you're not in control of it, there will be more stress and lower collections.

What will happen on days when things get really busy, is that the kind of tight control to set an effective appointment, make the patient aware that they have made a commitment to that appointment, and do the things necessary so that they will come back — those things will fall out. But you don't notice them, because that was a busy, good day. But then later, the reason you have slow days is because on the busy days, they were too busy to make sure that the patients would show up on the slow days.

To the degree that you are in control of your finance, to the degree that you are in control of your scheduling, all of those things build up the income. To the degree that you are not in control of those things, there will be less profit and more stress.

When we find something that is not in control, it usually has something to do with a lack of training on the staff. They don't know what to say, or how to say it, or there is not a supporting policy. Or you have a policy that says, "Always collect the money." They don't know how to do it. They don't know what to say. "What is the thing I'm supposed to say?" "What is the thing that I should do so that the patients don't get uptight?"

You need vividly detailed job descriptions and office policies so the staff DO know what to say and how to do their jobs, exactly. You need to have systems in existence, and the staff trained and grooved in on those systems. Our program will help you do that.

Q: My staff are mired in old habits and routines. How can I get them to apply anything new?

A: How do your staff maintain a high productive level and at the same time put the future there so the practice can maintain that production and reach even higher production levels? They are going to have to learn some new tricks.

How do you get staff who feel like they are moving at Mach 9 with their hair on fire to change their old habits for new habits, when they feel like the only way they can maintain their current production is to keep using their old habits? It's not like you can close the practice down for eight weeks and retrain the staff, because you'll go out of business.

We hear this all the time: "We've been to seminars, we've been to workshops, we've read books, we have meetings, we go over them and everyone agrees to these changes. And then by Wednesday we're all back to our old habits again and nothing gets changed."

You can be the best dentist in the country and eat beans for the rest of your life, and some mediocre doctor down the road can make a fortune because he knows how to hire and train good staff, he's got good job descriptions, he collects his money, he sells big cases, he gets compliance to them, and his staff do what they are supposed to do.

This all comes down to getting compliance from your staff. It's not that you're not getting their agreement. It's not that there's a problem with the job descriptions and office policies that you are asking them to comply with. Our program teaches you some simple and easily doable ways to actually get compliance from staff so your new systems can and do go into place.

More compliance means more income. We teach you how to delegate, and get actual compliance to your instructions.


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Pacific Management Consultants
2116 Ebbesen Ave., San Jose, CA 95124
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