Does Nancy work in your practice?

Does Nancy work in your practice? If not, she should.

So just who is Nancy?

She is that unusual person who always manages to do everything right. She puts her own feelings aside for the benefit of the patient and team. Her judgment is impeccable. Her attitude is incredible. She has not once brought a personal problem to the office. She has constantly sacrificed for the good of the patient. She manages to keep her eye on the bottom line and has great financial responsibility.

Nancy works at the front desk. She is a dentist, a dental assistant, and a dental hygienist. She even can be the janitor, because we all know Nancy would never glance into a treatment room, see a cotton roll on the floor and walk by without picking it back up. She would never inconvenience a patient by not replacing a toilet paper roll that has two sheets left. And she certainly would never send an impression to the lab if she didn’t think a fantastic restoration could be made from it.

Everyone loves Nancy, but she’s so cool about it she doesn’t even realize how perfect she is. She’s not judgmental or vindictive – she’s just Nancy! And of course – she doesn’t exist.

Here ‘s the thing. We all make hundreds of choices every single day in the dental office. Some are huge decisions and some don’t seem to be of much consequence. But many times we have the tendency to take the easy way out or settle for less than we should. Nancy would never do that.

The crazy thing is, we always know what the right thing to do is. We always know what the best solution is. We can always give a little extra effort to be better. But many times we don’t.

So the next time you’re not sure what to do, or you are tempted to cut a corner, remember – Nancy wouldn’t do it that way, and you shouldn’t either!

“We’re Nancy!”

Adding WOW!

Today let’s make sure your patients know with 100% certainty that they made the right choice to come to your office.

How do we do this? We need to WOW them every single time they come into the office. And we can’t just WOW them once.


It has to be five to ten times per visit!


What is a WOW? It is simply something that they see or experience that will cause them to say…


“Wow, I am in TBDE (the best dental office ever)!!


They may not say it out loud. It doesn’t matter; they just need to say it.


What’s an example of a WOW? Glad you asked. We’ll give you just one example today. Then we’re going to make you think of at least four more for your office.


OK, here we go. A great starting WOW would be to have the most incredible patient rest room in the world! How nice should it be? It should be a cooler looking restroom than most people have in their own homes. And not just a sparkling clean one, we are talking about one with the most beautiful sink, faucet, handles, vanity, napkins, soap, and other amenities. How about this – try continually burning Japanese incense – it’s different, very light, and it gives the bathroom an incredibly nice smell.


It’s a fact! Everyone remembers the restroom. We experienced a remarkable one a week ago at a restaurant and it just made the experience that much more unforgettable.


There’s your first WOW! Try it and let us know how it works out. But come up with more because one WOW is not enough. We highly recommend between five and ten WOWS every time a patient comes to see you. At that point you will separate your office from all of the others in your area!

Yes. No.

Do you remember that Flintstones episode where Fred had a double who could only say “yes” and Barney had a double who could only say “no?” It got them in all kinds of trouble.
Saying “yes” can be one of the most beautiful, generous things you can ever do. But it can also be one of the most harmful. On the other hand, saying “no” is often the right thing to do.

If you are a people-pleaser, you may be saying “yes” too frequently. And if you are afraid of trying new things, “no” may be your default for just about anything!

Here are a few guidelines – some dental some not.

If you are about to let a patient leave your office with dental treatment you are not 100% proud of, say NO.

If you want to do something but the only thing stopping you is that you are worried about what others may think, say YES!

If you are asked to take on a task but can’t do a good job, say NO.

On the other hand if an obsession with perfection is stopping you from being productive, stop being so anal and say YES!

If you are about to do something but don’t want others to find out about it, say NO.

If you are about to do something helpful but will not get any credit, say YES!

If you are going to enter a deal that benefits you but not the other party, say NO.

If you are compromising for someone you love and / or respect and can live with the results, say YES!

If you are asked to “slide something past the insurance company,” say NO.

If you have the opportunity to help a fellow human being, no matter how small the gesture, say YES!

If you are asked to cram something into your already busy schedule that you don’t want to do or simply don’t have time for, but just don’t know how to refuse – say NO.

If you have the chance to share knowledge or teach others a skill, say YES!

If something is going to distract you from that which truly matters, say NO.

If you’ve never done it before and are a bit nervous about stepping out of your comfort zone, say YES!

If it will create a habit that costs you in the long run, say NO.