Shows
Dental Drills BitsBreaking Down Walls: Communicating Without ConflictIn this episode of Dental Drill Bits, Dana and Sandy dive into one of the most challenging scenarios in any dental practice—when a team member refuses a task that's part of their role. Inspired by a real Dentaltown post, Sandy breaks down what's really behind these moments, from unclear expectations and lack of training to blurred lines of authority. She shares how leaders can respond calmly, communicate clearly, and reset accountability without damaging trust. Dana adds perspective on balancing empathy and authority, and how understanding communication styles can help prevent tension before it starts. To...
2025-11-0325 min
Dental Drills BitsThe Pulse of the Practice: Balancing Team Energy and Measurable SuccessIn this episode of Dental Drill Bits, Dana and Sandy discuss the importance of measuring team energy and performance metrics in dental practices. They emphasize that while patient care is paramount, tracking statistics can enhance care quality and team morale. The conversation explores the concept of buy-in from team members, the significance of accountability, and how metrics can serve as tools for improvement rather than judgment. The episode concludes with actionable steps for practices to foster a positive culture through measurement and celebration of achievements. takeaways Your team's energy is crucial for productivity. Statistics can enhance patient care, not detract...
2025-10-2025 min
Dental Drills BitsWhen Negativity Spreads: How Complaining About Patients Hurts Your Practice Culture💡 Episode Summary: In this week's episode of Dental Drill Bits, Dana Pardue and Sandy Pardue tackle a topic every dental team faces but rarely talks about — complaining about patients. What starts as harmless venting can quietly poison your team's morale and even drive productivity down. Dana and Sandy unpack how negativity spreads through emotional contagion, why gossip never stops at patients, and how leaders can recognize when venting has crossed into toxicity. Sandy shares real-world examples from decades in consulting — from Dentaltown discussions to lessons learned working alongside Dr. Westerman — revealing how great teams turn patient frustrati...
2025-10-1330 min
Dental Drills BitsNavigating the Complexities of Hiring Associate Dentists Episode Summary: In this episode, Dana Pardue Salisbury and Sandy Pardue unpack one of the most complex topics in dentistry: hiring an associate dentist. From knowing when your practice is truly ready to bring on another provider, to understanding why most associateships only last one to two years, this conversation blends humor, real-world stories, and practical numbers. You'll hear how culture, contracts, and communication can make or break the associate relationship—and how to avoid costly mistakes that so many practice owners make when expanding their teams. 💡 Key Takeaways Don't hire on a hun...
2025-10-0627 min
Dental Drills BitsRants, Reflections, and Real Customer Service LessonsEpisode Summary This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes. Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence. Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out o...
2025-09-3027 min
Dental Drills BitsHiring Series: The Job Offer PlaybookIn this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with one of the most sensitive and risky steps: the job offer. Too many dental practices skip this or handle it haphazardly, leaving themselves open to misunderstandings, legal trouble, and even losing great candidates. Sandy and Dana walk you through why offer letters matter, what must be included, and how to avoid turning them into binding contracts. From conditional vs. unconditional offers, to pay pitfalls (why you should never state an annual salary), to the benefits and reporting...
2025-09-2226 min
Dental Drills BitsHiring Series: Don't Skip This Step—Reference Checks That MatterIn this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with a focus on reference checks. Too many dental practices skip this step because it feels awkward or unnecessary, but failing to do so can cost you money, morale, and even legal trouble. Sandy and Dana share true stories from the field (including embezzlement cases that could have been avoided), compliance tips that keep you safe, and the exact questions that reveal whether your next hire is reliable or risky. From separating personal vs. professional references to knowing what you c...
2025-09-1524 min
Dental Drills BitsFrom Sucktember to Success: How to Save Your SeptemberIn this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury tackle one of the most dreaded times in the dental calendar: "Sucktember." As kids go back to school and cancellations rise, many practices see their production slump, but it doesn't have to be that way. Sandy shares why mindset matters more than market trends, how to uncover hundreds of patients hiding in your own software, and why reactivation projects can both fill your schedule and boost team morale. From calling patients who haven't been in for years to creating fun staff incentives, you'll discover proven...
2025-09-0216 min
Dental Drills BitsHiring Detour: How Culture Shapes Every HireIn this episode of Dental Drill Bits, Dana Salisbury and Sandy Pardue discuss the challenges of hiring and retaining new employees in dental practices. They explore the reasons behind high turnover rates, the importance of effective onboarding, and creating a welcoming workplace culture. The conversation emphasizes the need for structured training plans and the impact of workplace bullying on employee retention. The hosts also highlight the financial costs associated with poor hiring practices and the significance of enhancing the candidate experience. Key Takeaways Stop blaming the applicant and look at your own processes Onboarding is crucial...
2025-08-2528 min
Dental Drills BitsHiring Series: Interview Techniques that WorkIn this episode of Dental Drill Bits, hosts Dana Salisbury and Sandy Pardue go beyond the surface of the interview process to reveal the deeper intentions that should guide your hiring conversations. Whether you are fresh out of dental school or a seasoned practice owner, this conversation will help you build a more intentional, compliant, and effective approach to interviewing. Sandy and Dana share real world examples, cautionary tales, and the subtle cues they watch for that a resume will never reveal. They cover how to avoid common pitfalls like skipping the interview entirely, how to keep...
2025-08-1833 min
Dental Drills BitsHiring Series: Hiring Efficiently with a Group InterviewEpisode Description: In this episode of Dental Drill Bits, Dana Salisbury and Sandy Pardue continue the Hiring Series with a proven time-saving strategy: the group interview. Sandy shares her step-by-step process for getting every qualified applicant in front of you at once, identifying the best candidates quickly, and avoiding the weeks-long cycle of one-on-one interviews. From creating the right environment, using a "plant" in the room, and testing retention skills, to gracefully dismissing non-hires, this episode is packed with actionable tips to streamline your hiring process and build a stronger team—fast. What You'll Learn in...
2025-08-1137 min
Dental Drills BitsPlan Forward: A Smarter Alternative to InsuranceExploring Dental Membership Plans: A Smarter Alternative to Insurance In this episode of Dental Drill Bits, Dana Salisbury and Sandy Pardue are joined by Meg Lohman from Plan Forward to unpack why in-house membership plans are becoming a go-to solution for dental practices looking to grow and better serve their patients. They discuss how these plans help identify patients who are overpaying for insurance, simplify preventive care, and strengthen patient loyalty. The trio also explores the power of proactive marketing and the importance of educating patients ahead of open enrollment season. Whether you're new to m...
2025-07-2838 min
Dental Drills BitsMarketing Your Practice to Top TalentEpisode Summary: In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury tackle one of the most underestimated tools in the hiring process—your job ad. They explain why hiring should be treated like a marketing campaign and how your job postings either attract or repel the very people you are trying to hire. From crafting compelling headlines and utilizing creative job titles to understanding hiring psychology, Sandy and Dana share strategies to elevate your job ads and recruit with intention. They also explore the power of nontraditional hiring sources and the importance of...
2025-07-2131 min
Dental Drills BitsJob Descriptions Might Be Costing You Great Hires (Part 3: Creating Job Descriptions)Episode Summary: In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury explore the often-overlooked power of a well-crafted job description. They explain why generic or outdated descriptions can set your practice up for failure—creating confusion, legal risk, and missed hiring opportunities. You'll learn what must be included, how to stay compliant, and why being transparent about your expectations (including physical demands and performance metrics) is key to attracting the right candidates. If you're serious about improving your hiring process and retaining top talent, this conversation is a must-listen. Takeaways: Job...
2025-07-1428 min
Dental Drills BitsWhy Working Interviews Don't WorkIn this episode, Sandy Pardue kicks off a powerful conversation about the most overlooked step in fixing front desk chaos: assessing your team's current morale, mindset, and motivation. Before you implement new systems or pile on training, you've got to address the emotional temperature of your practice. Is your team ready for change? Or are they quietly resisting it? Sandy lays out practical ways to reframe, re-energize, and reset expectations—ensuring your next move is a lasting one. If you want real ROI from your front desk, start here. What You'll Learn: Why mo...
2025-07-0720 min
Dental Drills BitsThe Truth About Dental MarketingWhat if your marketing isn't the problem—but your expectations are? In this episode, Dana and Sandy welcome Grace Rizza, the powerhouse behind Identity Dental Marketing, to break down why most dental campaigns fall flat—and what actually works. From unethical agencies to underfunded ad budgets, Grace unpacks the truth most marketers won't say out loud. If you've ever felt burned by a marketing agency, overwhelmed as a startup, or scared to go fee-for-service—this one's for you. You'll learn how to: ✅ Spot the difference between strategic marketing and expensive guesswork ✅ Avoid wasting th...
2025-06-2338 min
Dental Drills BitsHiring or Hustling Backwards? (Part 2: Leadership, Metrics & the True Cost of Delay)Hiring is never just about plugging a hole. It's a strategic leadership move—and when rushed or mismanaged, it can quietly sabotage your entire practice. In Part 2 of the Hiring Series, Dana and Sandy dive deep into what happens between identifying a hiring need and getting the green light to bring someone on board. From pecking orders to prep work, leadership courage to legal compliance, they unpack everything you should have in place before you hit "post job ad." They also share formulas and benchmarks to help you bring data—not just emotion—into your hiring...
2025-06-1626 min
Dental Drills BitsHiring or Hustling Backwards?A growing team sounds like success, but adding the wrong hire too soon can wreck morale, raise overhead, and increase chaos. In this kickoff to the Hiring Series, Dana and Sandy break down how to assess whether your practice truly needs to hire or if it's time to get serious about systems, training, and communication first. They walk through real-world scenarios (yes, including a team walking out!) and offer tools to help you make strategic hiring decisions instead of emotional ones. You'll learn how to: ✅ Recognize signs of burnout and bottlenecks ✅ Use pati...
2025-06-1125 min
Dental Drills BitsMeetings That Matter: Turning Staff Time Into Practice PowerA dental team without effective meetings is like a GPS with no signal—lost, frustrated, and going in circles. In this episode, Dana and Sandy dive into the often-overlooked power of consistent, structured team meetings. From setting agendas and reviewing stats to celebrating birthdays and avoiding gum-chewing drama, they lay out the exact formula for turning "just another meeting" into a high-impact tool for team alignment, accountability, and growth. This episode is inspired by a post in the Dental Drill Bits Facebook Group (thanks, Heather!), and it answers all your questions about frequency, timing, food, an...
2025-06-0327 min
Dental Drills BitsMarketing Can't Save You From a Bad Phone Call You can have the best marketing strategy in the world, but if your phone skills are lacking, patients will walk. In this episode, Dana and Sandy get real about what happens when dental teams unknowingly drive callers away with poor phone habits, disconnection, or defaulting to "no." They walk through mystery shopper call examples, red-flag language to avoid, and the mindset shift every front desk team member needs to convert, not repel, new patients. This one's packed with real talk, laugh-out-loud stories, and practical ways to be the cheerleader your practice needs. You'll...
2025-05-2627 min
Dental Drills BitsScoreboard Success: 10 Front Desk KPIs That Drive ProductionWe're diving into a topic that separates struggling practices from high-performing ones—your front desk metrics. Dana and Sandy break down the most important KPIs your admin team should be tracking daily, weekly, and monthly. Spoiler alert: if you're not measuring it, you can't manage it! Whether you're brand new to tracking stats or need a refresh to re-energize your team, this episode gives you simple, actionable ways to bring structure and accountability to your schedule, collections, and patient flow. You'll learn how to: ✅ Track leading and lagging indicators ✅ Set realistic goals that d...
2025-05-1938 min
Dental Drills BitsMaking Membership Work: Clearing Up some of the Myths and Why It's Reshaping DentistryMembership Plans That Work: What Compliance Really Looks Like Dental membership plans aren't new—but compliance around them is becoming more critical than ever. In this episode of Dental Drill Bits, Sandy and Dana are joined by Jane Levy, Co-founder and CEO of Plan Forward, to uncover how in-house dental plans can boost treatment acceptance, increase loyalty, and help practices navigate the complex world of legal compliance. They discuss real-world misconceptions, why membership plans aren't just for fee-for-service practices, and how the right tools (and the right vendor) make all the difference. Jane also sh...
2025-05-1228 min
Dental Drills BitsLonely at the Top, Leading with Authority (Even When You're Friends)We're diving into a topic many practice managers quietly struggle with—what happens when your team feels more like friends than employees? Dana and Sandy tackle a heartfelt listener question: "How do I manage a team I've been friends with for years?" Whether you were promoted from within, or made the mistake of hiring a friend, this episode will help you maintain professionalism without sacrificing connection. You'll learn how to: Lead with warmth while keeping your edge Set clear boundaries and expectations Avoid favoritism and cliques Stay approachable without lo...
2025-05-0525 min
Dental Drills BitsVacation-Proofing Your TeamVacation-Proofing Your Team Episode Description Taking time off as a dental professional shouldn't leave you stressed out or worried about what's happening back at the office. In this episode of Dental Drill Bits, Sandy and Dana break down how to set your team up for success before you leave—so you can truly unplug. They cover real-world strategies to vacation-proof your practice, from setting department-specific goals to sending advance memos, and even encouraging team members to take ownership of their responsibilities. Plus, they tackle the big one: why showing trust in your team matters more th...
2025-04-2823 min
Dental Drills BitsGossip at Work: The Hidden Cost of ChatterGossip at Work: The Hidden Cost of Chatter Dental Drill Bits with Sandy Pardue and Dana Salisbury Gossip at Work: The Hidden Cost of Chatter 0:00 Episode Description Gossip may seem like harmless chatter, but it has the power to erode trust, damage morale, and derail productivity in your dental practice. In this episode, Sandy and Dana tackle the tough topic of workplace gossip—what it sounds like, why it spreads, and how to stop it before it takes a toll on your culture and your team. From NLRB rules to real-life consulting stories, they share pr...
2025-04-2130 min
Dental Drills BitsThe Down Economy: Prepared Not PanickedWhen the economy starts to shake, most dental practices start to shrink. But Sandy says now is the time to lean in and level up—and she's sharing exactly how to do it. In this episode, Dana and Sandy break down what it takes to recession-proof your practice before anything happens. From tightening your finances to training your team, maximizing re-care systems to building patient loyalty, this episode is your no-fluff guide to keeping treatment plans up—even when wallets are down. Whether you're nervous about the future or just want to boost production now, this...
2025-04-1427 min
Dental Drills BitsOne-on-Ones Part 2: Keeping Your Dental Team Aligned & EngagedEpisode Summary: This week, Sandy is fresh off an energizing Front Desk Pro seminar in Burbank, California—and she's bringing the heat! Dana and Sandy dive deep into a topic that every dental practice owner and manager needs to master: employee one-on-ones. From handling raise requests to increasing team engagement and reducing turnover, this episode is packed with real-world strategies and scripted verbal skills you can use right away. Sandy shares how acknowledgment and structure transform the culture of a practice, while Dana brings in heartfelt reminders of how leadership impacts lives beyond the workplace. Whether yo...
2025-04-0829 min
Dental Drills BitsOne-on-Ones: Keeping Your Dental Team Aligned & EngagedWant to retain great employees and build a team that runs like a dream? It all starts with one-on-one conversations that count. In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury share how regular one-on-one meetings can transform your culture, boost accountability, and keep your team growing in the right direction. They break down the timing, tools, and tone of a successful one-on-one—plus how to turn them into growth opportunities, not gripe sessions. If you want more engagement and less drama in your dental office, start here. What You'll Learn:
2025-03-3123 min
Dental Drills BitsThe Hygiene Appointment Fix Is your hygiene schedule disappearing before your eyes? You're not imagining it! No-shows, last-minute cancellations, and poor confirmation strategies can leave your hygiene team scrambling and your bottom line suffering. In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury break down why hygiene schedules fall apart—and how to fix it for good! From smarter pre-scheduling to foolproof confirmation techniques, they're sharing real-world solutions to keep your chairs full and your patients accountable. What You'll Learn: ✅ The #1 reason why hygiene schedules collapse before your eyes ✅ How pre-scheduling the wrong pa...
2025-03-2421 min
Dental Drills BitsRing, Ring! Mastering the First Impression – Live Call Analysis📢 Episode Title: "Ring, Ring! Mastering the First Impression – Live Call Analysis" 🎙 Episode Description What happens when a potential patient calls your dental office? That first impression can make or break their decision to schedule an appointment. In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury analyze a real call from a dental practice, breaking down what worked, what didn't, and how small tweaks can dramatically improve conversion rates. Listen in as they share pro tips on phone etiquette, tone, and the must-have scripts that turn callers into lifelong patients. ✅ What You'l...
2025-03-1722 min
Dental Drills BitsToo Sick to Work? Managing the Unexpected AbsenteeEpisode Description Unexpected call-outs can throw your dental practice into chaos—but they don't have to! In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury break down how to create an attendance culture that keeps your team accountable without being rigid. They'll share real-world strategies for managing sick calls, setting clear attendance policies, and keeping your team engaged. What You'll Learn: ✅ How to prevent a culture of absenteeism from spreading in your practice 🚫 ✅ The importance of direct communication about attendance expectations 🗣️ ✅ Why texting in sick is a problem—and how...
2025-03-1020 min
Dental Drills BitsInterviewing for the Right HireHiring is one thing—but the interview process is where you make or break your chances of getting the right person. In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury share expert strategies to help you conduct interviews with confidence, ask the right questions, and avoid costly hiring mistakes. What you'll learn: ✅ The difference between situational vs. behavioral interview questions—and why both matter 🎯 ✅ Why working interviews are a legal and financial risk you shouldn't take 🚫 ✅ The must-ask questions that reveal a candidate's true communication skills and work ethic 💬 ✅ How to use group intervie...
2025-03-0327 min
Dental Drills BitsFinding the Right Candidate Finding the Right Candidate Hiring the right person for your dental practice can feel like searching for a unicorn—but it doesn't have to be! In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury dive deep into how to attract and hire top talent for your dental practice without the frustration. What you'll learn: ✅ Why a strong job ad is your first (and biggest) hiring tool ✍️ ✅ How to attract working professionals instead of job hoppers 💼 ✅ The balance between experience, attitude, and coachability ⚖️ ✅ Why phone screenings matter—and what to listen for 📞 ✅...
2025-02-2420 min
Dental Drills BitsFront Desk Chaos to ClarityFront Desk Chaos to Clarity Episode Description: In this episode of The Dental Drill Bits Podcast, Sandy and Dana tackle one of the biggest front desk challenges in dental practices—how to maintain consistency and organization when multiple team members rotate through the same position. 🔄 One doctor from the Dental Drill Bits Facebook group asked: How do I streamline communication and documentation when different front desk employees work on different days? Sandy and Dana break it all down, sharing real-world strategies to bring clarity and structure to the front office. They discu...
2025-02-1721 min
Dental Drills BitsDo You Really Need an Office Manager?Episode Title: Do You Really Need an Office Manager? Episode Description: In this episode of The Dental Drill Bits Podcast, Sandy and Dana tackle one of the most common dilemmas for dental practice owners—Do you really need an office manager? 🤔 Hiring an office manager can seem like the perfect solution to reducing stress and improving operations, but without a clear role definition, it can create more challenges than solutions. In this episode, they break down when an office manager is truly needed, what skills are essential for success, and whether team leaders might...
2025-02-1027 min
Dental Drills BitsMastering Onboarding for a Thriving Dental PracticeEpisode Title: Mastering Onboarding for a Thriving Dental Practice Episode Description: In this episode of The Dental Drill Bits Podcast, Sandy and Dana dive into the make-or-break process of onboarding new team members in a dental practice. A strong onboarding system not only prevents turnover but also sets the stage for a thriving team culture and long-term success. 🚀 They share real-world experiences, practical strategies, and actionable steps to ensure new hires feel welcomed, supported, and set up for success from day one. Key Takeaways: ✔ The biggest onboarding mistakes that lead to ea...
2025-02-0323 min
Dental Drills BitsWasted Time, Open Time, and Maximizing Your ScheduleEpisode Title: Wasted Time, Open Time, and Maximizing Your Schedule Episode Description: Welcome to another exciting episode of Dental Drill Bits! This week, Sandy Pardue is joined by a very special guest—Dana Pardue Salisbury, the original co-host and HR business professional. Together, they kick off the new season with a deep dive into one of the most critical topics for dental practices: managing open time in your schedule. Discover actionable tips to identify, track, and eliminate wasted time in your practice. Whether you're dealing with broken appointments, patient no-shows, or underutilized slots, this ep...
2025-01-2720 minDental Drills BitsRerun Gold: How to Handle Unauthorized Overtime with Your EmployeesThis is a question Sandy Pardue gets quite often in her events, so we decided to cover it here! Here are a couple things you want to do: You need a time clock software. (Sandy recommends a software) Don't give everyone access to change their time clock. Create a policy, and be super specific in this policy. (Sandy gives us great examples). What to say if someone still violates the policy? (Sandy provides us with what to do, a script, and how many times should we allow it).
2025-01-2217 minDental Drills BitsMembership Magic: Boosting Patient Loyalty and SatisfactionSponsors: For modern dental practices, membership plans are the way forward — but not just any plan will do. Look ahead with the platform that puts you in control, effortlessly. Mention Dental Drill Bits for 60 days FREE! https://www.planforward.io/ Join Sandy Pardue, Dr. James Burneson, and Michael Arias, in their conversation about the positive impact of membership plans on dental practices! Revealing the multifaceted benefits of adopting a membership plan like Plan Forward, Sandy and James dive deep into why this strategy not only attracts new patient numbers but also assures existing ones by ena...
2023-12-2027 minDental Drills BitsHow to Do a Soft Credit Pull on an Applicant or PatientWhen you're listening to this episode we want you to think about your accounts receivable balance. We want you to think about how many patients have accepted treatment, have received treatment, maybe only paid a portion of the whole treatment cost or not even a penny... and never came back. This means the patient has committed premeditated fraud. How did this happen? Why does this continue to happen? How could we prevent this? Sandy gives us a formula so you can have predictability with each of your patients & a formula on how to ensure your...
2022-08-1126 minDental Drills Bits5 Action Steps to Avoid "Sucktember"September has been widely known in dentistry as "Sucktember". Everything seems to slow down, no shows are high, production is low, and the schedule seems to fall apart insanely fast. In fact, some of you even decide to take September off! DON'T! In this episode Sandy breaks down the reason why we had a horrible September and how we can prevent "Sucktember '' from happening by doing these 5 steps today! The sooner you do it the better, and not only will this prevent your production from slowing down but it will also provide you with a "Rocktober"...
2022-08-0323 minDental Drills BitsWhy are "No-Shows' & Last Minute Cancellations Happening to YouKey takeaways from this episode: 1. What do patients that "no-show" have in common. 2. Every practice needs an "appointment wrap up" process. 3. What to ask a patient in regards to following up with them. 4. What's the best script for confirmation calls. 5. What to do when presenting treatment plans to ensure a second visit.
2022-07-2828 minDental Drills Bits3 Systems That Open The Door to Fraud & How to Prevent ItWe know how convenient it is to have your employee order supplies for you, deal with credit checks, and even order things on Amazon for you and handle any returns… but you need to be more aware of it. Why? Well, Sandy received a call about a situation the other day. And this isn't the first instance an office has called her to see how they should handle it. This is common. The Office Manager had been using the practice's Amazon account to make purchases for her own birthday party, Christmas, etc. Sandy gives us 3 syste...
2022-07-2223 minDental Drills BitsWhy Patients Don't Pay & How to Handle It!When it comes down to it, there's basically two reasons why patients don't pay: the first is dishonest patients, and Sandy gives us a breakdown on how to stop these type of patients to save us any headaches. The second, and probably most important reason is: patients can get mad or upset with a situation. Your team can make patients mad or the patients can misunderstand and perceive something wrong. Patients who are mad or upset won't pay. And when you initiate the collection procedure against the angry patient it gets them even more upset! So what...
2022-07-1321 minDental Drills BitsHow to Elevate Your Customer Service with These 10 TipsOverall, when it comes to excelling at customer service, we need to build more and better relationships with our patients. Remember that our patients have a choice, they can either choose to continue to come to you, or move on at any moment. They can get their teeth cleaned and get turned off so fast or be highly impressed to the point they want to bring everyone they know to you. That's the difference between average and exceptional customer service. In this episode Sandy tells us 10 strategies we need to be thinking about weekly, if not daily, t...
2022-07-0724 minDental Drills BitsThe "Recipes" Every Practice Needs to Have Before They Open Their DoorsIf you've followed a recipe before, then you've followed a system. In this episode Sandy gives you the recipes to make sure you have a successful practice BEFORE you open your doors to the public. There are about 42 systems every single practice needs to have in place and Sandy discusses and dives deeper into each of them. Now just having these systems is not enough, Sandy discusses how being consistent with them is crucial for success. Consistent action gives you predictability. These are the systems that her 2 million dollar solo practice's implement and practice consistently. She discusses...
2022-06-2934 minDental Drills BitsStrategies to Save The Day!When does a day need to be saved? When you're not meeting your daily goals (which you should set daily goals). You can determine if you're reaching your goal or not by mid-day. If you notice around the middle of the day, that you are behind or REAL far behind with your daily goals, then this episode will help you to apply strategies to reach those goals! Sandy lets us know how there are so many missed opportunities because we are not looking or listening. Therefore she gives us 5 specific opportunities we need to look...
2022-06-2215 minDental Drills BitsAnswering Questions From Our Listeners!In this episode we take on questions that you (our listeners) have for us! We answer these specific questions: "Is anyone doing (or done in the past) patient surveys? We would love to see what we are doing right that our patients enjoy and what recommendations they have or concerns, if any. Any suggestions or sample questions would be greatly appreciated!" "I have a couple questions about 'The 4 Departments Every Front Office Needs.' When you say 1-18 people one person can run the front and then 19 you would have 2 people and then 32 you would ha...
2022-06-1730 minDental Drills BitsPatient Refunds - Why You Need to Be Aware of Uncontrolled Credit BalanceIs your A/R out of order?! Have you ever overcharged a patient for treatment, perhaps their insurance company covered for more than what was initially stated, so now your patient has credit? What do you do with that credit? Some practices let that credit accumulate. Some may even feel like they can keep it. You can't and Sandy let's us know why. This is a hidden topic that not many practice owners talk about, but exists and can really set you back if you are not careful. Therefore it must be addressed! This is especially helpful...
2022-06-0923 minDental Drills BitsCreating the Perfect System for Patient ConfirmationConfirming patients for their appointment is one of the most important things your front office can do. It's not an afterthought and it's definitely not something you just call and wing. You need a recipe for this. Systems are a recipe. When it comes to patient confirmations, it's all about having good control.You need to decide how protocols should be approached and then analyze and see that your protocol/ system is producing the best results. So this leads to the ultimate question: is your confirmation process producing the best results? In this episode Sandy...
2022-06-0242 minDental Drills BitsOutsourcing V.S. Keeping In-House. Which is better for you?Sometimes new practice owners want to outsource insurance verification, billing, phones, and more… but is it really necessary? In this episode Sandy Pardue lets us know the exact math and patients you must have in order to officially outsource or become more efficient in your practice. First, every single practice owner needs to know their overhead and understand that your "team" overhead is your largest percentage. Most practices get in trouble when they overpay their people/ team. This could happen due to outsourcing inappropriately. We discuss the only absolute times you MUST outsource, what would be...
2022-05-1927 minDental Drills BitsHow to Control Your Overhead During InflationIf you're not feeling the effects of inflation now, you will be in a couple of months! Save this episode because it will teach you how to "inflation proof" your practice! Sandy Pardue lets us know about 10 specific steps we need to take in order to get lean and mean and control our practice through anything. The first step is: KNOW WHERE YOU ARE. You need to be hungry for your overhead percentage numbers at the beginning of the month, don't just leave them to your accountant/ bookkeeper. Knowing your numbers are statistics in your practice, and...
2022-05-0529 minDental Drills BitsDon't Cancel Your Hygienist!Does this sound familiar: "We've had a lot of cancellations and I don't want to pay my hygienist during down time" Some of you may lean towards doing this. In fact, the hygienist may HATE this so your hygienist has to look or act busy so you won't deduct their pay. Do NOT do this anymore! Your hygienist AND you (the practice owner) deserve a full schedule always. In this episode Sandy Pardue tells us exactly how to do this. Remember, hygienists want to see patients and they want a full s...
2022-04-1320 minDental Drills BitsThe 4 Departments Every Front Office NeedsWhen we have no specific departments and roles than we have less accountability (almost none) and that creates a ton of inefficiencies. You don't just want to throw up anyone at the front and hope your other front office shares their duties. You want to specifically give them departments. In this episode Sandy shares with us exactly which person should be in which department based on their personality. She also lets us know which departments should work closer together than others, when is it time to add another team member on your team, and how you should...
2022-03-2431 minDental Drills BitsHow to Get Patients to Say "YES" to Treatment!If you're not even aware of your treatment closing percentages... then that's the first thing you need to know TODAY! Sandy Pardue breaks down the whole process on how we can get more "YES" from our patients. She gives us real life examples, steps, scripts, who is responsible for this on our team, and even deep quotes! We also discuss what to do if someone says "NO".
2022-03-1739 minDental Drills BitsHow to Safeguard Against EmbezzlementWhy does embezzlement happen and how does it begin? Most importantly, how can we catch it early or even prevent it from ever happening?! In this episode Sandy breaks down the steps and systems we need to implement so that we can prevent any employee stealing from the practice. We also discuss real life stories where Sandy discovered embezzlement and how they decided to handle it. We discuss the most common form/ type of embezzlement, the different forms, what to do if you catch an employee stealing, and more.
2022-03-1044 minDental Drills Bits5 Signs You Have a "Sweet Saboteur" on Your TeamDo you feel like your best efforts are being undermined? Do yu have someone in your team who is always going to you and complaining about others, pushing back on changes, procrastinating or coming up with excuses of why things are not done... but they are super nice about it all in front of you? Sandy Pardue gives us 5 signs that show you have a "Sweet Saboteur" in your practice, someone who is almost toxic to your team, and she lets us know how to either change their behavior or get them out ASAP! We a...
2022-03-0334 minDental Drills BitsThe 3 Things You Must Do to Increase Profits in Your PracticeRevenue - Expenses = PROFITS! Do you ever feel like you worked so hard and then you look at your income or your profits and feel like you are barely making it?! Like you're bringing in less money than you should be bringing home? In this episode we are covering just that! We are diving into your revenue and expenses and figuring out where profits are slipping through the cracks. Sandy breaks it down for us and lets us know the 3 most important things you need to look out for in order to make...
2022-02-2430 minDental Drills BitsHow to Have the Most Productive Staff MeetingsStaff meetings should be an orderly, productive, and uplifting meeting. One of the ultimate goals with every meeting is to have unity. Sandy Pardue breaks down exactly how our staff meetings should go in order for them to not only be productive, but to get us closer to our goals (better unity in your team, more collections, more profit). We discuss how long team meetings should be, the difference between morning huddles and these meetings, how often you should hold them, and what exactly needs to be covered and said.
2022-02-1738 minDental Drills BitsThe Perfect Formula to Stop MicromanagingNo one loves being a micromanager. In this episode Sandy Pardue breaks down exactly why someone starts micromanaging, 4 action steps you must take today to stop the micromanaging process, and how to improve you trust in the work your employees are doing. We also talk to the team members who want to let their boss know that they feel micromanaged. Sandy lets the team members know exactly how to bring this up to your boss and communicate to them so that it can stop.
2022-02-0941 minDental Drills BitsThe Anatomy of a Perfect Morning HuddleIf you are asking yourself if "morning huddles" are worth it, then you're probably doing them all wrong. Sandy Pardue breaks down exactly how a "morning huddle" should run. We discuss how long it should be, who needs to start it, what the doctor needs to do, who should be involved, what exactly needs to be discussed, what to do if someone is late to the huddle, and more! Remember, morning huddles are necessary to keep you in control and on track with your goals.
2022-02-0331 minDental Drills BitsHow Transparent Should You Be with Your Team as a Practice Owner?There is a benefit to being transparent with your team. When you share with your team then they feel more engaged and they also feel more trusted, but how far should you go with transparency of the business? Sandy Pardue fills us in on what we should share with our teams, what should specific team members know and focus on, and what we should ALWAYS keep private. We also discuss how to set good supply numbers, production/ collection numbers, payroll percentages, and what each position/ team member should be tracking.
2022-01-2629 minDental Drills BitsWhat Is Your Team Saying About You When You Aren't Around?Have you ever wondered what your team really thinks of you as a leader? If not, you should. Sandy Pardue talks to us exactly how we can become a better leader for our employees. She also lets us know how we can become friends with our team members but still keep that high level of respect that you need. We also discuss what should we do if you are short staffed and you decide to delegate even MORE responsibilities to a team member, how you should delegate this and what you can do...
2022-01-2134 minDental Drills BitsHow to Get Your Patient's Cheeks Back in Your SeatsNot every single re-care appointment will show up exactly when they are supposed to. This sucks because it also leads you to try and market more for new patients. So step back a bit and build a system to improve your reactivation process. In this episode Sandy Pardue gives us a proven system that will drastically improve your reactivation process. Two things you want to do: 1. Look right now at your analytics/ software and see how many existing patients in your practice need a cleaning... today! 2. Listen to the podcast to...
2022-01-1232 minDental Drills Bits12 Best Practices to Implement in 2022It's a perfect time to reset your practice management style. Remember that nothing stays the same, so you shouldn't either. Here are the 12 Best Practices Sandy discusses with detail: Look back at 2021 and review it. What worked well and what didn't work. Keep score. Sharpen your skills. Take CE. Implement it. Zest up your office. Redo your office, but take a look at your office with a fresh view point. Become a better leader. Earn respect from their team and make sure your being honest and ethical. Appear strong even on bad days. Don't gossip. Never t...
2022-01-0629 minDental Drills BitsTop 10 Human Resources MistakesHR issues are probably the thing Sandy Pardue hears the most about when consulting with practices. Therefore in this episode she breaks down the top 10 HR mistakes she has seen, heard, and witnessed. She also gives us the solution for each mistake. Listen closely, more than likely you have either experienced one of these mistakes, will be making one of these mistakes (not anymore after you hear this episode), or know someone who is making the mistake.
2021-12-2919 minDental Drills BitsTop 5 Ways to Increase Hygiene ProfitabilitySandy Pardue gives us a list of 5 things we need to review ASAP to make sure we are getting the absolute most out of our hygiene department. 1. Learn what procedures are not being performed. 2. Set goals JUST for your hygienist 3. Learn how to pay your hygienist 4. Do a "Hygiene Bonus" 5. Have Impactful Communication Listen in as Sandy explains each one with great detail and instructions on how to implement them.
2021-12-2224 minDental Drills BitsThe Perfect Verbal Skills to Get 5 Star ReviewsIn this episode Sandy Pardue let's us know how there is so much more that happens besides just "asking" for a review... and sometimes we don't even ask! So in this episodes we break down the steps. A couple things you want to do is: Boost the confidence of your team. Make sure your employees are complimenting other team members IN FRONT of the patient. Ask the patient in a leading way, for a review as they are already complimenting the doctor/ hygienist/ assistant or whoever worked on them. We also di...
2021-12-1620 minDental Drills BitsHow to Handle Unauthorized Overtime with Your EmployeesThis is a question Sandy Pardue gets quite often in her events, so we decided to cover it here! Here are a couple things you want to do: You need a time clock software. (Sandy recommends a software) Don't give everyone access to change their time clock. Create a policy, and be super specific in this policy. (Sandy gives us great examples). What to say if someone still violates the policy? (Sandy provides us with what to do, a script, and how many times should we allow it).
2021-12-0917 minDental Drills Bits5 Actions You Need to Take Right Now to Get the Momentum Started in 2022In this episode Sandy Pardue gives us the 5 action steps every single practice owner should be taking to get an incredible amount of momentum happening in the beginning of 2022. The last thing you want to do in 2022 is play catch up or start off slow. And you especially don't want your team knowing or feeling it is slow! We discuss: 1.Invest 139 dollars in a book called: National Dental Advisory Service. 2.Keep educating patients. Most practices have another practice within their practice, 1 million or 80k in unscheduled treatment. Now is the time t...
2021-12-0122 minDental Drills BitsWhat Do We Do If a Patient Does NOT Confirm Their Appointment?This has happened to all of us! We call a patient to confirm their appointment but they don't answer. You call them again... and still no answer. Do you just consider them as a cancellation, a no-show, do you double book that time slot just in case, are you just going to hope they show up and leave them on the schedule?! Sandy Pardue gives us the exact steps and instructions we must take to handle patients who do NOT confirm. She gives us specific scripts, how many attempts we should make on a confirmation...
2021-11-2636 minDental Drills BitsHow to Prevent Your Patients from Falling Through the CracksIn this episode Sandy shares with us the 4 key actions that you must create. This is 4 specific lists that you must create in your practice, and then it forms into a system! This system will prevent empty slots in your schedule, contribute to more collections, meet the needs of your patients who NEED to be seen soon, and minimizing unscheduled treatment . This system is something that's missing in so many practices, so we encourage you to start NOW with the "4 Lists System" if you haven't yet.
2021-11-1724 minDental Drills BitsWhat Comes First, Scheduling or Financial Arrangements?In this episode Sandy Pardue gives us her "3 Day Report" that will increase collections and decrease broken appointments. This will also answer the main question "should we schedule the patient first and then collect payment OR collect payment and then schedule the patient"? Sandy teaches us step by step how to do this. We also discuss scripts on what to say to patients who are past due on their payments, how to do health credit ratings on patients, and how to create a "scheduler" in your practice who is responsible for the WHOLE schedule.
2021-11-1030 minDental Drills BitsShould You Charge Existing Patients for Broken Appointments?This was a VERY hot topic so Sandy and I decided to dive further into it and even provide you with scripts and cancellation policies to format and say. We need to understand that broken appointments WILL happen but it should not be the norm. We need to also understand that charging patients for this is a band-aid to the problem, not the solution. So what are the proper steps and procedures to take when this occurs? And how can we minimize broken appointments? In this episode Sandy lets us know e...
2021-11-0331 minDental Drills BitsWhat You Need To Do If an Existing Patient Harasses Your EmployeeIn this episode we discuss a situation where an employee was sexually harassed by an existing patient. This really happened! This could also happen in your practice. So what are the proper steps and procedures to take when this occurs? Do you let it slide once? Do you address the patient in that moment? Do you call the authorities?! In this episode Sandy let's us know exactly what we need to do in this situation.
2021-10-2726 minDental Drills Bits2-14 Sandy's Systems Put to the Test, with Dawn KulongowskiPractice owner (and longterm user of Sandy's systems) Dawn Kulongowski is an open book today; sharing everything she's enjoyed about Sandy's systems after using them for nigh a decade. With her trademark infectious laugh, Dawn shares amazing and absurd stories with Sandy and Richard.
2020-05-0542 minDental Drills Bits2-13 Asking For Money the Right WayAccounts receivable looks awful. Insurance is just out of control. Does that describe your office? If so, don't be surprised. This is common! Sandy sees this on the regular. She and Richard teach us the proper workload split with front office staff, getting accurate insurance date before they deny something, so that--above of all--we can turn things around by asking patients and insurance for our money...healthily! Sandy@ClassicPractice.com 1-800-928-9289 www.ClassicPractice.com
2020-03-3136 minDental Drills Bits2-12 Front Office Dream Team: ReceptionistWhether you have to re-allocate existing staff, or hire new, Sandy shows us super specific ways to forge our own front office dream team. Today's subject: your receptionist. What kind of person do you need to work the phones? What does a new patient letter look like? When should they be written? 😯 Grab a notepad and listen in as Sandy shares all this and more. Sandy@ClassicPractice.com 1-800-928-9289 www.ClassicPractice.com
2020-03-2426 minDental Drills Bits2-11 Sandy's Dream Schedule Part IISandy continues her from-the-ground-up scheduling philosophy. Richard asks about scheduling to a goal, keeping goals consistent, and the checklists and metrics your scheduler MUST know. Sandy@ClassicPractice.com 1-800-928-9289
2020-03-1720 minDental Drills Bits2-10 Sandy's Dream Schedule Part IWhen Richard asks Sandy about her scheduling philosophy, she shares her from-the-ground-up dream schedule. Oftentimes, practice owners inherit scheduling systems from sellers. But startup or acquisition, you can start working these systems into your practice now. www.ClassicPractice.com
2020-03-1017 minDental Drills Bits2-9 Preventing CancellationsWho's picking up the phone when your practice is closed? Is your front desk demonstrably disappointed and surprised when patients call in to cancel? Sandy digs into these situations and more. Plus, she shares a super-simple secret to learn about broken appointments well before they happen.
2020-03-0326 minDental Drills Bits2-8 📞 Phones: Your Most Important Piece of EquipmentBeing bad on the phones is the best way to drive away good patients. Sandy and Richard jump right into the best practices in phone etiquette. Grab a pen and take notes as Sandy gives us actionable gems about how many times you should let it ring, empathetic tone of voice, and why being assigned to the phone is not a bad thing--at all!
2020-02-2535 minDental Drills BitsThe Ultimate Morning HuddleDr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, after asking Sandy to sound off on the subject of morning huddles, we get a constant stream of actionable info. Who should attend, team members' actual responsibilities, and the antidote to the perceived need to micromanage are all covered in detail.
2020-01-1422 minDental Drills BitsMeaningful, Consistent, Quality Team MeetingsDr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, Richard strikes gold. When he mentions his friend's chaotic team meetings, Sandy opens up a treasure chest of information for the rest of us! When to schedule team meetings, how to make effective agenda outlines, KPI ownership (and a lot more)--all inside.
2020-01-0722 min
Dental Marketing MasteryNew Patient Calls with Sandy Pardue & Dana SalisburyNew Patient Calls with Sandy Pardue & Dana Salisbury In this podcast, Mark Dilatush, Sandy Pardue & Dana Salisbury discuss how poor handling of patient calls can have a huge effect on patient bookings. They discuss some of the topics that will be covered in-depth during any of the Academy of Scheduling Excellence seminars that Sandy will be hosting. Some of the highlights of attending one of these seminars: How to effectively handle incoming calls that produce favorable results Essential verbal skills required to increase treatment acceptance How to retain more patients How to double your...
2019-06-1120 min
Dental Drills BitsDrs. Taher Dhoon & Chris GreenDr. Taher Dhoon and Dr. Chris Green met up with Sandy Pardue at the Voices of Dentistry conference. Listen up as they talk about the efforts and strategies that have made their practices successful.
2019-03-0143 min
Dental Drills BitsDr. Grace Yum with Mommy Dentists in BusinessDr. Grace Yum with Mommy Dentists in Business podcasts with Sandy Pardue and Lori Webre at the Voices of Dentistry booth.
2019-02-2220 min
Dental Drills BitsThe Dental Survival Guide w/ Buckeye Dental ProductionsMissy Fryer joins Sandy Pardue and Lori Webre at the Voices of Dentistry podcasting booth to learn more about the Dental Office Survival Guide of 2019. Thanks for the opportunity to interview you to learn more, Buckeye!
2019-02-2234 min
Dental Drills BitsWonderist Agency at Voices of DentistryIt's easy to interview someone whose service you can stand behind! Sandy Pardue and Lori Webre met with Laura Maly and Michael Anderson of Wonderist Agency.
2019-02-2225 min
The Nifty Thrifty DentistsEpisode 4: Dana Pardue Salisbury – Dental Mystery Shopping QueenDana Pardue Salisbury is the Chief Operations Officer for Classic Practice Resources and the daughter of renown dental consultant Sandy Pardue. She joins Glenn and Vinh to discuss how offices can save money by training their staff more effectively and how “mystery shopping” calls can expose deficiencies in a practice. Mrs. Salisbury also discusses random topics ranging from crawfish/beer and to whether she would shave her head to become 25% smarter. Notes of Interest: *Dr. Ryan Swain, founder of Six Months Smiles, makes an appearance to discuss his feelings about being banned from multiple Dental Facebook groups *Dr. Swain also...
2019-01-1728 min
Dentistry Uncensored with Howard Farran1013 Growing Businesses & Building Leaders with Dana Salisbury, COO of Classic Practice Resources : Dentistry Uncensored with Howard FarranDana (Pardue) Salisbury is the Chief Operations Officer of Classic Practice Resources, Inc. a practice management firm based out of Baton Rouge, Louisiana. A self-proclaimed "dental brat" she began selling and setting up distributorships for the Metalift(TM) Crown & Bridge Removal System at the ripe old age of 19. She attended Southeastern Louisiana University and after graduating joined Classic Practice Resources full time, moving up the ranks to her current position within the company. She primarily handles the administration tasks behind the scenes at Classic Practice but is moving into the realm of service delivery through analyzing mystery shopper calls...
2018-05-091h 07
Dental Drills BitsLeadership Pep-talk with Dana SalisburyWhat is your leadership style? Consider that you lead your team and you determine the culture and vibe that sets your practice apart from others. Your team feels it, your patients feel it. Your office's culture plays a significant part in your brand.
2018-05-0316 min
Dental Drills BitsGround Marketing w/ Michael AriasThe Dental Marketer himself, Michael Arias, talks with Sandy Pardue and Dana Salisbury from the Delivering Wow seminar in Jamaica. Listen up for great practice tips, inspiration, and get to know Michael! For more information on how Michael can help you, check out thedentalmarketer.site to see how you can get GROUNDED!
2018-03-1431 min
Dental Drills BitsMaximizing Your Paperless OfficeDr. Gina Dorfman joins Sandy Pardue and Dana Salisbury discuss Yapi software and how it can be utilized to increase efficiency within the practice.
2017-06-1326 min
Dental Drills BitsThe Importance of Tracking Your Numbers w/ Practice By NumbersSandy Pardue and Dana Salisbury interview Rohit Garg with Practice By Numbers to talk about the software and how Classic Practice Resources uses the data with clients.
2017-05-1115 min
Dental Drills BitsLet's Talk Dental Web Content w/ Howie HorrocksRecorded live at the Townie / Dentaltown Meeting in Las Vegas, NV. Sandy Pardue and guest host Dana Salisbury interview Howie Horrocks & Julie Mitchell of New Patients Inc. to discuss Dental Web Content for your dental practice.
2017-05-0221 min
Dental Drills BitsYour Dream Practice w/ Dr. Bob Westerman & Dana Salisbury, Pt 1Sandy Pardue hosts Dr. Bob Westerman and Dana Salisbury to discuss building your dream practice. This will be a multi-part feature and we look forward to discussing this more in future episodes.
2017-03-1416 min
Dental Drills BitsPractice Management Talk, Part 1 of 2Part 1 of 2: Sandy Pardue discusses tips on finding the missed opportunities in the administrative areas of the dental practice and gaining control over the practice schedule.
2017-01-2325 min
Dental Drills BitsPractice Management Talk, Part 2 of 2Part 2 of 2: Sandy Pardue discusses tips on finding the missed opportunities in the administrative areas of the dental practice and gaining control over the practice schedule.
2017-01-2324 min
Dental Drills BitsMark Dilatush with NPI Guest StarsSandy Pardue and Mark Dilatush of New Patients Inc. discuss marketing your practice.
2017-01-1620 min