Blog Archives - Page 3 of 3 - Goldstein Management

“Comp, Exam, and Pan!?!”

May 22, 2014/in Blog /by GM

One of the most important procedures that a dentist can perform is a comprehensive examination and diagnosis for a new patient. When presented to a patient improperly, it can also be one of the most undervalued procedures that we do. I recently overheard this important appointment “pitched” to a patient as a
“Comp-Exam and Pan.” The scheduling coordinator might have just as well said, “Rxcmm- %*tcand ygrlnx.” If the patient were paying close attention, they would assume that they were going to get a free or “comped” exam, and a frying pan. Not a bad day at the dental office…Every dental office should develop “scripting” for important patient conversations that are frequently repeated over the course of a typical day. Team members should develop scripts for their positions and then make certain that there is uniformity throughout the office for these important conversations.Dr. Mike Goldstein
Goldstein Management

My Most Productive $10 Afternoon

February 9, 2014/in Blog /by GM

Last Wednesday I had one of my most productive afternoons during my 37-year dental career. I saw five patients and produced…TEN DOLLARS! Why do I consider this so productive you may ask? Well, this was my volunteer afternoon at the Ben Massell Dental Clinic in Atlanta. The Ben Massell Clinic has been in operation for 100 years in Atlanta, and it boasts 140 volunteer dentists. The clinic is run by the Atlanta Jewish Family & Career Services. Each patient pays $2 per visit, regardless of the treatment rendered.I have found that working on patients in need is a wonderful way to give back to my community and my profession. My clinic patients have been very deserving and very appreciative for the services they receive. The satisfaction I receive following an afternoon producing $10 at the clinic, rivals the joy I’ve had in private practice after completing a $5,000 + afternoon. It’s truly NOT ABOUT THE MONEY!

If you live anywhere close to the Atlanta area, I encourage you to call Barbara or Deborah at the Ben Massell Clinic (404-881-1858) to arrange a personal tour of the ultra-modern facility. If you live elsewhere, locate a clinic in your area and discover volunteer opportunities to allow you to have your own most productive afternoon (or morning) ever!

Dr. Mike Goldstein
Goldstein Management

A Cool Strategy to Handle Sick Leave and Holiday Pay

January 31, 2014/in Blog /by GM

An issue with which many offices struggle is how to handle sick leave with their staff members? If you’re inclined to offer this benefit (and I’m a fan of offering this benefit to loyal team members), I have a suggestion for a wonderful way to handle it.

You may decide to reward your long-term, full-time (more than 32-hours per week) team members with one-week’s worth of sick or personal leave. We all know what an inconvenience it is to the efficient operation of the office when a team member unexpectedly misses work. For that reason, it’s a great idea to offer some motivation and incentive to be present at work.

The way to do that is to offer “well pay,” instead of “sick leave.” Well pay is offered for all unused sick leave during a twelve-month period. Notice that I wrote “during a twelve month period.” Twenty-five years ago, I changed my payroll year to begin on December 1 (or the first Thursday in December). Since our payroll period consisted of a two-week period beginning on a Thursday and ending on a Wednesday, the payroll year began on the first of these two-week periods, each December. By ending each payroll year in December, I was able to issue well-pay checks during the second pay cycle in December. Not coincidentally, a very important holiday also falls around that time. An earned well-pay check comes in very handy around Christmas time, and the employee feels like they are getting a bonus for being healthy and dependable…which they ARE. Since I’m not a fan of cash rewards to team members solely based on a holiday popping up on the calendar, the-well pay check is a great substitute.

By ending the payroll period on a Wednesday, and distributing checks on the following Friday, we know that the recorded hours are accurate. There is no estimating or guessing. This also allows a full day for the payroll service to process the payroll checks.

Dr. Mike Goldstein
Goldstein Management

Are You Delivering These 2 Critical Messages?

January 4, 2014/in Blog /by GM

Last week I had to prepare material to lead team meetings at two of my client offices. Coincidentally, the topic for both meetings was “Delivering Exquisite Customer Service,” one of my favorite subjects. Although there have been countless volumes written on the subject, I’m convinced that there are two main feelings that every office must convey to their patients to assure a successful relationship.

1. Patients must know that you’re glad that they chose to be a patient at your office. It begins with the initial phone call, “I’m really glad you called our office. Let me see how we can help you…” Existing patients should be reminded of your appreciation both verbally, and non-verbally. Treating them as an “honored guest” each and every time they visit your office will go a long way to achieving the welcome feeling.
2. You must deliver the message that the patient has made a GREAT choice by selecting your office. This also begins with the initial phone call, “I’m so glad you called our office for little Johnny’s first dental visit. Dr. Friendly is great with children and we have lots of happy children in our practice.” When an existing patient has been told by the doctor that they need a crown, what a wonderful opportunity for the hygienist/assistant/receptionist to say, “You’ll love Dr. Greatdentist’s crowns. He did one on me seven years ago, and it still feels and looks great!”
Once your team is comfortable with delivering these messages to all of your patients, you can expect your patient retention, case acceptance, and new patient referrals to improve.

Dr. Mike Goldstein
Goldstein Management

Welcome to the Goldstein Management Blog

January 1, 2014/in Blog /by GM

Thanks for taking the time to read my first official Goldstein Management Blog. I hope that you will enjoy my thoughts about what works and what doesn’t work in the dental office. I look forward to sharing my observations, systems and philosophy about making a happy life both in and out of the office. I also hope that my blogs will inspire comments and suggestions that will forge a dialogue which will lead to a greater understanding of some complex issues.

Please feel comfortable emailing or calling me to comment, agree, or disagree with the opinions expressed in my Blog.

I would like to leave you with my “mantra” which has driven me throughout my various careers…

Make a life, and not just a living!

Enjoy, and I appreciate your feedback.

Dr. Mike Goldstein
Goldstein Management