18Feb2018
The Price is Right!: How Perception Affects Acceptance Thumbnail

The Price is Right!: How Perception Affects Acceptance

  "Why are you so EXPENSIVE?!" You have likely faced that question more than once from a patient.  If it has ever caught you off guard or if you have ever wondered the best way to respond, here are some thoughts: First, what is expensive?  How do you arrive at a conclusion that something is expensive or inexpensive?  It is usually by comparison.  You compare the price of one item t

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11Feb2018
Are You Emotionally Influencing Your Patients to Say No? Thumbnail

Are You Emotionally Influencing Your Patients to Say No?

  It is no secret that we all make emotional decisions and then justify those emotional decisions with logic.  While the dental office may seem like a logical environment, patients are making decisions all day long based on how they FEEL, not necessarily on what they know.  So what are you doing to regulate or manage the emotional environment in your office?  Beyond the personal tre

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28Jan2018
How to Train Your Appointment Coordinator To Be Your Most Powerful Secret Weapon! Thumbnail

How to Train Your Appointment Coordinator To Be Your Most Powerful Secret Weapon!

      I recall speaking at the Canadian Dental Association/Pacific Dental Conference in Vancouver, B.C., and a point came up worth revisiting from time-to-time in the office.  It has to do with doing the right thing for the patient when the patient has not been doing the right thing for him or herself!   Here’s the scenario:   A patient who has

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14Jan2018
10 Leadership Questions Every Dentist Should Be Asking Thumbnail

10 Leadership Questions Every Dentist Should Be Asking

I recall a time I participated in a panel discussion with two lecturing dentists in front of an audience of about 300 dentists. The vast majority of the questions from the audience were directed to the other two panelists and they all had to do with clinical dentistry. Have you ever felt like a third wheel? I did! Later, a dentist approached me and said, “Steve, I felt bad for you up

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17Sep2017
How to Handle Objections from the 4 Generations of Dental Care Thumbnail

How to Handle Objections from the 4 Generations of Dental Care

  People, businesses, and industries go through cycles and phases.  Those who see the phases and understand the trends, succeed.  Over the last 60 or so years, dentistry has moved through four very distinct phases or generations driven by different types of patient values and patient motivations.   Around the 1950’s and early 60’s, dentistry was primarily a “problem

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10Sep2017
3 Powerful trends making an impact on your practice! Thumbnail

3 Powerful trends making an impact on your practice!

    Fast forward to today. Three new powerful trends are colliding: 1. 10,000 Baby Boomers a day are turning another year and are more and more concerned about their total health. 2. Science has identified the correlation between oral health and total health. 3. Trends in health care delivery are forcing more and more health related services to other places. People

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03Sep2017
Solving Common and Uncommon Practice Problems Thumbnail

Solving Common and Uncommon Practice Problems

    One of the core values of the ToPS Institute and the Crown Council is the value of mentors and the idea that it is better to “copy genius than it is to create mediocrity.”   To that end, each year I go on a quest for new mentors and new ideas.  One of the most fertile grounds is outside dentistry where I find things that are working that would apply well to

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