Advertise on podcast: The Best Practices Show with Kirk Behrendt

Great onboarding does more than teach a new team member how to do a job. It creates clarity, connection, and a path toward long-term success in the practice. In this episode, Kirk Behrendt talks with Jenni Poulos, ACT Dental coach, about why retention begins before a team member’s first day and how a structured onboarding process can help new hires become confident, independent contributors. You’ll learn the essential elements of effective onboarding, how to create a support system for new hires, and how to use the 333 framework to guide development through the first three days, three weeks, and three months. For a practical roadmap to improve onboarding and team retention, listen to Episode 1106 of The Best Practices Show! Main Takeaways: Retention begins during onboarding, when new team members start deciding whether the practice matches what they were promised during the hiring process.New hires need clarity around their responsibilities, measures of success, decision-making authority, and where to go for help.Belonging is created through intentional preparation, including having systems, logins, trainers, and team members ready before the new hire arrives.Shadowing alone is not a complete training process because new hires need a structured development plan rather than learning only from what happens during the day.A small committee of leaders, trainers, and culture-focused team members can provide different types of support and feedback throughout onboarding.The 333 framework establishes milestones for a new hire’s first three days, three weeks, and three months, with increasing levels of competency and independence.Consistent feedback throughout the first 90 days ensures that expectations are clear and prevents the formal review from being the first time a new team member hears about a concern. Episode Chapters: 00:00 Why great onboarding supports long-term retention 02:11 Onboarding should be an intentional experience 04:07 The questions new team members are asking 08:12 Defining roles, responsibilities, and measures of success 12:59 Why shadowing alone is not training 14:03 Creating a committee of success and normalizing feedback 16:00 Introducing the 333 onboarding framework 20:39 What success should look like after three weeks 28:00 Final thoughts and the 333 Onboarding Guide Guest Bio: Jenni brings to dental teams a literal lifetime of experience in dentistry. As the daughter and sister of periodontists and a dental hygienist, she has been working in many facets of the dental world since she first held a summer job turning rooms and pouring models at the age of 12. Now, with over 10 years of experience in managing and leading a large periodontal practice, she has a firm grasp on what it takes to run a thriving business. Her passion for organizational health and culture has been a driving force behind her coaching career. She has witnessed firsthand how creating an aligned and engaged team will take a practice to levels of success that they never believed possible! Episode Resources: 333 Onboarding Guide: https://hub.smilesource.com/c/resources/3-3-3-onboarding-model More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Are you collecting everything your practice produces, and do you know how much dentistry you are writing off before those dollars ever become collectible? In this episode, Kirk Behrendt talks with Carlie Einarson, an ACT Dental coach, about the difference between gross collection rate and net collection rate and what each metric reveals about your practice. You’ll learn how to calculate both rates, identify gaps in your collection systems and business model, accurately track write-offs and adjustments, and use your production and collection reports to establish a clear financial baseline. To understand which collection metrics matter and what your numbers are telling you, listen to Episode 1105 of The Best Practices Show! Main Takeaways: Gross collection rate measures collections divided by gross production and reflects how much of total production ultimately becomes cash.Net collection rate measures collections divided by net production and shows how effectively the practice collects the dollars it expects to receive after adjustments and write-offs.A low net collection rate can point to gaps involving patient balances, insurance accounts receivable, financial arrangements, same-day collections, or inconsistent collection processes.A strong net collection rate paired with a low gross collection rate can indicate significant write-offs from PPO adjustments, discounts, redo dentistry, membership plans, or other adjustments.Practices should bill their full fees and accurately categorize write-offs and adjustments to understand the financial impact of their business model.A practice should aim to collect 100% of its net production because net production represents the collectible dollars owed to the practice.Reviewing gross production, net production, and collections over the previous six to 12 months provides a baseline for identifying problems with write-offs, adjustments, collections, and accounts receivable. Episode Chapters: 00:00 Metric Monday intro 02:02 Defining gross and net collection rates. 04:13 What a low net collection rate indicates. 05:17 What a low gross collection rate indicates. 06:00 Using the numbers to understand your practice. 06:54 What strong collection performance looks like. 08:11 Accurate fee schedules and write-off tracking. 10:13 Calculating gross and net collection rates. 12:13 Why practices should collect 100% of net production. 13:25 Final tips and wrap up Guest Bio/Guest Resources: Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door! Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams. In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing. More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

As a dentist, you can present the best treatment plan—and still lose case acceptance if your team “translates” it differently after you leave the room. In this episode, Kirk Behrendt sits down with Debra Engelhardt-Nash, educator and founder of the Nash Institute for Dental Learning, to unpack what’s really being said in the operatory when you’re not there. You’ll learn how belief systems and “wallet biopsies” derail care, how to position assistants as clinical endorsers (not counterpoints), and how to train communication so patients hear one consistent message. Listen to Episode 1028 of The Best Practices Show! Main Takeaways: Team members can unintentionally undermine treatment when they assume patients can’t afford or won’t value ideal care.A simple reset is asking the assistant, “If this were your mouth, what would you rather have?” and aligning the recommendation accordingly.The assistant’s role is to create a “perception of quality” even when the doctor is not present.Standing physically with (not across from) the doctor signals unity and increases patient confidence in the plan.Too many treatment options create confusion, and a confused mind often defaults to “no.”Doctors should delegate parts of the explanation intentionally so assistants can reinforce the why, answer questions, and help the patient process fees.Communication must be trained and rehearsed; it won’t improve by osmosis after a course, study club, or podcast. Episode Chapters: 00:00 Intro 01:11 Meet Debra Nash 02:10 Rural Practice Dilemma 04:41 If It Were Your Mouth 06:24 Wallet Biopsies 06:32 Dermatology Delegation Story 10:09 Moment of Truth After Doctor Leaves 10:36 Standing With The Doctor 12:03 Jargon And Too Many Choices 15:53 Training Without Scripts 17:43 Team as Patient Advocates 18:10 Veneers Parade of Shades 18:46 Investing in Staff Smiles 20:08 Retention and Loyalty Boost 20:41 Empathy vs Sympathy 23:57 Stop Apologizing for Care 25:37 Recall Value and Exams 26:23 Quality Without Doctor 27:53 Train Communication Skills 28:55 Programs and Contact Info 30:47 Final Takeaways and Wrap Guest Bio/Guest Resources: Debra Engelhardt-Nash has been in dentistry since 1985 as a consultant, trainer, author and speaker. She has presented workshops nationally and internationally for numerous associations and study clubs. She is a repeat presenter for organizations including Chicago Dental Society Midwinter Meeting, the Yankee Dental Meeting, The Swedish Academy of Cosmetic Dentistry, and the Greater New York Dental Meeting. Debra has also appeared on several podcasts and webinars and authored several articles for dental publications. Debra served three terms as the President of the Academy of Dental Management Consultants who presented her their Lifetime Achievement Award as well as the Charles Kidd Meritorious Service Award. She is the Immediate Past President of the Academy for Private Practice Dentistry. She has been repeatedly recognized as a Leader in Consulting and Education by Dentistry Today and has been listed as top 25 Women in Dentistry. Debra is also the recipient of the Gordon Christensen Lecturer Recognition Award. Together with her husband, Dr. Ross Nash, Debra is the co-founder of the Nash Institute for Dental Learning – a post graduate training center in cosmetic and esthetic techniques and dental business administration training. Guest resources mentioned: Nash Institute for Dental Learning: https://www.thenashinstitute.com/Debra Engelhardt-Nash: https://debraengelhardtnash.com/Text Debra: 704-904-3459 More Helpful Links for a Better Practice & a Better Life: The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Dentists have more access to health information, supplements, technology, and wellness strategies than ever, but knowing what to do does not guarantee that those habits will become sustainable. In this episode, Kirk Behrendt talks with Dr. Uche Odiatu, a dentist with more than 30 years of experience, about why mindset matters more than chasing the latest health hack. You will learn how to build sustainable health habits, rethink recovery and performance, protect cognitive function, create a healthier relationship with exercise and nutrition, and approach the second half of life with a different perspective. For practical ways to turn health knowledge into consistent action, listen to Episode 1103 of The Best Practices Show! Main Takeaways: Knowledge creates potential, but meaningful change requires consistent implementation.Sustainable health depends on building habits that can be maintained rather than following an all-or-nothing approach.Spending time outside and supporting the body’s natural light-dark cycle can become part of a dentist’s daily health routine.Feeling worthy of good health can influence whether positive changes become lasting behaviors.Recovery, including sleep, quiet time, stretching, and intentional rest, is an important part of physical and mental performance.Dentists can improve their perspective by thinking about patients in terms of total health and long-term relationships rather than individual procedures.A healthier second half of life requires reconsidering how you train, eat, recover, work, and respond to challenges. Episode Chapters: 00:00 Why mindset beats health hacks for dentists. 03:09 Lifelong learning and maintaining curiosity. 04:20 Knowledge versus implementation. 05:52 What mindset means for dentists. 10:07 Light exposure, sleep, and nighttime routines. 12:30 Worthiness, health, and lasting behavior change. 15:00 Mirror work and developing a healthier self-perception. 16:00 The problem with presenting a perfect life. 17:40 Why balanced living is more sustainable than an all-or-nothing approach. 18:00 Exercise, overtraining, and long-term physical health. 19:42 Barefoot shoes, foot health, and planning for later life. 22:43 Rethinking patient relationships and lifetime value. 25:00 Cognitive capacity, brain fog, and decision-making. 28:45 Recovery and protecting your peace. 30:05 Red light, stretching, gratitude, and post-workout recovery. 32:44 A practical mindset treatment plan. 37:49 Wrap up and resources Guest Bio/Guest Resources: Dr. Uche Odiatu has a DMD (Doctor of Dental Medicine). He is a professional member of the ACSM (American College of Sports Medicine), a Certified Personal Trainer NSCA (National Strength & Conditioning Association), and the Canadian Association of Fitness Professionals (canfitpro). He is the co-author of The Miracle of Health and has lectured in Canada, the USA, the Caribbean, the UK, and Europe. He is an invited guest on over 400 TV and radio shows, from ABC 20/20, Canada CTV AM, Breakfast TV, to Magic Sunday Drum FM in Texas. This high-energy healthcare professional has done over 450 lectures in seven countries over the last 15 years. Episode Resources: Eastern Body, Western Mind: https://www.penguinrandomhouse.com/books/197177/eastern-body-western-mind-by-anodea-judith/I Can Heal Your Life by Louise Hay: https://www.penguinrandomhouse.com/books/600838/you-can-heal-your-life-by-louise-hay/Change Your Thoughts, Change Your Life by Wayne Dyer: https://www.penguinrandomhouse.com/books/600904/change-your-thoughts---change-your-life-by-dr-wayne-w-dyer/The Monk Who Sold His Ferrari by Robin Sharm: https://a.co/d/05q5heB0Biographics on YouTube: https://www.youtube.com/c/biographicsDr. Uche Odiatu’s website: https://druche.com More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Many dentists know what their practice produces each month, but fewer understand how much value their existing patient base generates each year. Annual patient value, or APV, can reveal how efficiently a practice operates, how dependent it is on patient volume, and where opportunities exist to improve profitability without simply adding more patients. In this episode, Kirk Behrendt talks with Christina Byrne, Director of Coaching at ACT Dental, about how to calculate APV, what the number reveals about your business model, and how comprehensive care, service mix, insurance participation, and patient retention can influence it. Learn how to use APV to evaluate the health of your practice and make incremental improvements over time—listen to Episode 1102 of The Best Practices Show! Main Takeaways: Annual patient value is calculated by dividing collections from the most recent rolling 12 months by the current active patient count.APV helps show how efficiently a practice generates collections from its existing patient base.A high-volume, low-profit-per-patient model generally requires more patients, appointments, team capacity, and operational infrastructure.A lower-volume, higher-profit-per-patient model can allow a practice to spend more time with patients and provide more comprehensive treatment.Comprehensive exams, complete treatment planning, periodontal diagnosis, long-term planning, and a broader hygiene service mix can help increase APV.Improving APV does not require an immediate jump to a specific benchmark, and practices can set smaller quarter-over-quarter improvement goals.APV is an outcome that reflects factors including comprehensive care, case acceptance, service mix, fee strategy, and patient retention. Episode Chapters: 00:00 Introduction to Metric Mondays and annual patient value. 01:00 Christina Byrne joins Kirk to discuss why APV matters. 02:35 How to calculate annual patient value. 03:20 What APV reveals about an existing patient base. 04:50 Why APV can indicate practice efficiency and comprehensive care. 06:50 Production versus the efficiency of the business model. 07:15 High-volume, low-profit-per-patient practices. 09:15 Low-volume, higher-profit-per-patient practices. 11:00 Insurance adjustments and their impact on the business model. 13:00 How write-offs, overhead, and production interact. 14:35 Working backward from a collection goal using APV. 18:02 Comprehensive care strategies that can raise APV. 22:37 How to calculate APV and set incremental goals. 25:00 Business model and KPI analysis resources mentioned in the episode. 25:45 Episode wrap-up Guest Bio: Christina Byrne is the Director of Operations at ACT Dental, where she oversees coaching alignment, system development, and operational consistency across practices nationwide. She works closely with dental teams to help them build scalable systems that improve predictability, accountability, and long-term practice performance. In this episode, Christina references ACT Dental resources including the Analyzing Existing Systems document, the master systems checklist, and the systems and checklist support guide available through the Best Practices Association. More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

How can dentists stay clinically sharp, adapt to digital dentistry, and maintain profitable workflows throughout their careers? In this episode, Kirk Behrendt talks with Dr. John Cranham, educator, mentor, and longtime student and faculty member of the Dawson philosophy, about the four pillars dentists need to continually develop: foundational principles, efficient and profitable workflows, ongoing education, and mentorship. They also discuss the different challenges facing emerging digital dentists and experienced clinicians transitioning into digital workflows, why technology must remain grounded in sound clinical principles, and how mentorship accelerates growth. To learn how to combine clinical fundamentals, technology, education, and feedback into a sustainable path toward excellence, listen to Episode 1101 of The Best Practices Show! Main Takeaways: Strong foundational knowledge in aesthetics, occlusion, biology, and structural integrity guides effective diagnosis and treatment planning.Efficient and profitable workflows require repeatable systems that allow the entire dental team to understand how clinical procedures should progress.Dentists need ongoing education to stay current with evolving materials, software, technology, and treatment approaches.Mentorship provides a trusted feedback loop where dentists can share their work, receive constructive guidance, and continue improving.Emerging digital dentists often understand technology quickly but need deeper clinical principles to guide how they use it.Experienced dentists often have strong clinical foundations but need support incorporating scanners, software, digital design, printing, and other technologies into their workflows.Digital dentistry allows clinicians to move faster, but foundational principles determine whether they are moving in the right direction. Episode Chapters: 00:00 Intro 01:19 Dr. John Cranham begins a new chapter after putting down the handpiece. 02:07 The four areas dentists need to develop throughout their careers. 08:27 Why mentorship requires transparency, feedback, and setting ego aside. 09:00 Applying knowledge and learning through repetition and experience. 12:03 The emerging digital dentist and the challenges this group faces. 16:35 Why technology must be combined with sound clinical principles. 21:03 The experienced dentist transitioning into digital dentistry. 23:58 Why Dr. Cranham remains committed to teaching and mentoring. 27:24 Why younger dentists need to actively seek mentors. 31:55 The evolution from Cranham Culp Digital Dental to Dental Mastery. 35:59 Goal setting, accountability, and access to mentorship. 36:00 How dentists can learn more about Dental Mastery. Guest Bio: Dr. John Cranham graduated from dental school in 1988 and built a general dental practice in Chesapeake, Virginia, with a focus on aesthetic dentistry, implant dentistry, TMD, and complex restorative care. Early in his career, he completed advanced education through the Dawson Academy, the Pankey Institute, and programs associated with Kois and Spear. His Cranham Dental Seminars organization merged with the Dawson Academy in 2004, and he served as clinical director of the Dawson Academy from 2004 to 2020. He later developed Cranham Culp Digital Dental and has continued teaching comprehensive dentists how to translate traditional restorative and occlusal principles into digital workflows. He is also involved with the Pankey Institute and its educational programs. Episode Resources: Dental Mastery: dentalmastery.com1092: The Truth About Practice Ownership, DSOs, and Retirement: https://podcasts.apple.com/ph/podcast/1092-the-truth-about-practice-ownership-dsos/id1223838218?i=1000786495379 More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

AI is changing how prospective patients search for dentists, and traditional SEO tactics alone may no longer be enough to earn visibility or trust. In this episode, Kirk Behrendt talks with Eric Hubbard of Pain-Free Dental Marketing about answer engine optimization, or AEO, and what dental practices need to understand as AI platforms become part of the patient search process. Eric explains why reviews, consistent practice information, useful content, and a clear digital presence matter when AI systems assemble recommendations. You will learn where to focus your marketing efforts, which outdated tactics to reconsider, and how to create content that helps patients and AI platforms understand who you are, so listen to Episode 1100 of The Best Practices Show! Main Takeaways: AI platforms are increasingly appearing in patient conversations and are changing how prospective patients discover dental practices.Dentists are now competing for trusted AI recommendations rather than only competing for clicks in traditional search results.Reviews, consistent practice information, and clear demonstrations of clinical work are foundational investments that can remain valuable as AI models change.Dental websites should communicate who the dentist and practice are instead of relying on generic location-based language such as “dentist in [city].”Content should answer real patient questions and provide context about cases, patient concerns, treatment experiences, and the dentist’s approach.Dentists should avoid promises about hacking AI platforms because the underlying models are changing rapidly.A practice’s homepage, first-visit page, and about page should clearly reflect its values, personality, and ideal patients rather than using interchangeable copy. Episode Chapters: 00:00 What AEO means for dentists. 01:19 Meet Eric Hubbard 03:34 The misinformation and uncertainty surrounding AI in dental marketing. 04:30 How patients are beginning to use AI platforms for search. 07:01 Why traditional “dentist in [city]” website language is becoming less useful. 08:00 Website appearance does not guarantee strong technical performance. 09:35 Why dentists should be cautious about promises to hack AI search results. 14:24 How dentists can generate ideas for useful patient-focused content. 16:12 Why execution matters more than marketing ideas that never get implemented. 17:00 Pain-Free Dental Marketing’s focus on controllable, long-term investments. 19:16 Eric’s first action step for reviewing a dental practice’s digital presence. 20:00 The Bite-Sized Dental Marketing podcast and current marketing changes. 22:00 How dentists can learn more about Pain-Free Dental Marketing. Guest Bio: Eric Hubbard is a dental marketing professional with Pain-Free Dental Marketing. His marketing background includes experience with Procter & Gamble and GameStop, where he developed an approach centered on clearly identifying and communicating with an ideal customer. Today, he applies that discipline to dental practices, helping them improve their digital presence, attract the right prospective patients, and focus on sustainable practice growth. Episode Resources: Bite-Sized Dental Marketing podcast: https://podcasts.apple.com/us/podcast/bite-sized-dental-marketing/id1688425885Pain-Free Dental Marketing: https://www.painfreedentalmarketing.com/ More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Are your marketing dollars bringing in more new patients, or the right new patients? Without tracking referral sources, treatment presented, and treatment accepted, it is difficult to know which marketing efforts are actually producing value for your practice. In this episode, Kirk Behrendt talks with Ariel Siegel, an ACT Dental coach, about how to evaluate new patient source value and connect marketing activity to treatment opportunities and acceptance. You will learn which metrics to track, how to identify your strongest referral sources, and how a better new patient experience and consistent follow-through can improve the return on your marketing investment. To make smarter decisions about where to invest your time, energy, and marketing dollars, listen to Episode 1099 of The Best Practices Show! Main Takeaways: Track new patients by referral source so you know which marketing efforts are bringing patients into your practice.Measure the dollar amount of treatment presented specifically to new patients rather than combining it with existing patient treatment.Track treatment accepted by new patients to determine whether a referral source is attracting patients who are a good fit for the practice.A high new patient count with low treatment presented may indicate that marketing is attracting patients whose needs do not align with the services the practice wants to provide.A lower new patient count with high treatment acceptance can indicate a valuable referral source even when patient volume is smaller.A strong new patient experience should begin with the first interaction and include questions, co-discovery, and a comprehensive exam tailored to the individual patient.Consistent follow-through helps practices continue treatment conversations with patients who are not ready to accept treatment on the day it is presented. Episode Chapters: 00:00 Why marketing ROI matters. 01:00 Introduction to Metric Mondays and new patient metrics. 02:20 Determine where new patients are coming from. 03:10 Track treatment presented and accepted by new patients. 03:45 Why the right new patients matter more than volume alone. 05:05 Know the return on every marketing dollar. 05:35 Common problems with referral source tracking. 06:45 Use revenue attribution to identify valuable sources. 07:35 High new patient count with low treatment presented. 08:25 Low new patient count with high treatment accepted. 09:15 The ideal combination of volume and treatment acceptance. 10:40 What effective referral source tracking looks like. 12:05 Create a strong new patient experience. 13:25 Improve treatment follow-through. 15:10 Use data trends to guide marketing decisions. 16:25 Steps practices can take today. 17:50 Invest more in marketing that supports the practice vision. Guest Bio: Ariel has a master’s in healthcare administration and several years of dental experience in all aspects of the administrative roles within the dental office. Her passion is to work with dental teams to empower team members to realize their full potential in order to better serve patients, improve office systems to ensure a well-functioning team/office, and to help everyone have fun in the process! More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] The Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

How are you supporting the hygienists who are committed to doing their best work, and does your practice give them the equipment, communication, and environment they need to succeed? In this episode, Kirk Behrendt talks with Katrina Sanders, a practicing periodontal hygienist, speaker, and consultant, about the other side of the dental hygiene shortage and why high-performing hygienists sometimes leave practices where they do not feel supported. You will learn how to create better clinical alignment, establish productive feedback systems, invest in the tools your hygiene team needs, and build an environment where licensed professionals can contribute solutions and do their best work. To learn how dentists and hygienists can work together to improve alignment and patient care, listen to Episode 1098 of The Best Practices Show! Main Takeaways: Hygienists who are committed to high-level patient care need appropriate instruments, equipment, and support to perform their jobs effectively.Practice owners should create regular opportunities for hygienists to communicate what equipment and resources they need.Clinical calibration should happen intentionally rather than through disagreements or inconsistent decisions in front of patients.Dentists can undermine a hygienist's credibility when they contradict clinical concerns in front of patients without prior alignment.Practices should establish clear standards of excellence so dentists and hygienists understand how clinical decisions will be made.A 1-3-1 feedback system can help team members present one problem, three possible solutions, and one recommended solution instead of simply making complaints.Hygienists who do not feel encouraged to do their best work may choose to leave a practice even when compensation is not the primary issue. Episode Chapters: 00:00 Kirk introduces Katrina Sanders and the question of how practices take care of the people who take care of patients. 01:40 Katrina shares her background as a practicing periodontal hygienist, speaker, consultant, and advocate for committed dental hygienists. 02:42 Katrina explains why highly motivated hygienists may leave practices where they cannot practice to the top of their abilities. 05:37 Katrina discusses her keynote at RDH Under One Roof and the importance of hygienists practicing beyond simply cleaning teeth. 08:02 Katrina describes an instrument exercise that revealed how many hygienists continue using equipment that should be retired. 09:29 Hygienists share challenges with getting support for new equipment and protocols in their practices. 12:25 Kirk and Katrina discuss authentic dialogue, artificial harmony, and fear of workplace conflict. 15:22 Creating safe feedback loops 17:00 Why access to effective instruments matters clinically 20:58 Alignment in hiring and culture 23:37 Katrina discusses how the hygiene shortage gives practices an opportunity to create environments where hygienists can thrive. 25:21 Dentists and hygienists misalignment and how it can damage the hygienist's credibility 26:57 Katrina describes intentional clinical calibration and quality assurance processes used in her practice. 29:03 The importance of maintaining agreed-upon clinical standards and signaling support for the hygiene team. 31:57 The 1-3-1 feedback system for turning problems into solution-based conversations. 33:34 Katrina discusses data showing significant job movement among dental hygienists and why work environment matters. 37:08 How to create a structured, solution-based communication for the hygienist, dentist, practice, and patient. 41:49 Katrina shares an example of worn periodontal probes contributing to poor periodontal diagnosis and treatment numbers. 44:00 Resources & wrap up Guest Bio/Guest Resources: In the ever-changing world of dental science where research, technology, and techniques for patient care are constantly evolving, dental professionals look to continuing education to provide insight, deliver actionable steps, empower, and create a dramatic impact within their clinical practice. With wit, charm, and a dash of humor, Katrina Sanders enchants dental professionals with her course deliverables, insightful content, and delightful inspiration. Her message of empowerment rings mighty throughout her lectures and stirs a deep sense of motivation amongst course participants. Katrina is the Clinical Liaison for AZPerio, the country's largest periodontal practice. She performs clinically, working alongside Diplomates to the American Board of Periodontology in the surgical operatory. Katrina perfected techniques during L.A.N.A.P. surgery, suture placement, IV therapy, and blood draws. She instructs on collaborative professionalism and standard-of-care protocols while delivering education through hygiene boot camps and study clubs. Resources mentioned: Website: www.katrinasanders.comInstagram: https://www.instagram.com/thedentalwinegenist/Program: https://katrinasanders.com/speaking/https://smilesource.com/exchangeBuild your own kit with PDT!: https://pdtdental.com/pages/personalized-care?_pos=4&_sid=3d5b8ccfe&_ss=r More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Many dentists enter the profession expecting strong financial security, only to find that student loans, practice debt, insurance write-offs, and rising overhead can quickly reduce actual take-home income. In this episode, Kirk Behrendt talks with Dr. Jim McKee, dentist and educator, about why production numbers can be misleading and how dentists can create a more profitable, sustainable practice model. You’ll learn why actual collections matter more than stated production, how personal overhead affects financial pressure, what it takes to differentiate a practice beyond insurance participation, and why clinical expertise, communication, team training, and community positioning are critical to profitability. If you want greater control over your practice and financial future, listen to Episode 1097 of The Best Practices Show! Main Takeaways: Actual practice profit is determined by actual collections and actual expenses, not stated production before insurance adjustments.Keeping personal overhead low and saving early can reduce financial pressure and give dentists greater flexibility in clinical decisions.Large insurance write-offs can significantly reduce profitability even when a practice reports strong production.Dentists can differentiate an out-of-network or fee-for-service practice by developing clinical services that patients have difficulty accessing elsewhere.Effective verbal skills help patients understand their problems and treatment options without being overwhelmed by dental terminology.Consistent team training can improve clinical preparation, communication, efficiency, and production throughout the practice.Positioning yourself as a helpful clinical resource for other dentists can create a strong referral network without relying on traditional marketing. Episode Chapters: 00:00 Why dentists may earn less than they expected. 02:00 Financial pressure from student loans and practice debt. 04:34 How limited financial margin creates stress for younger dentists. 06:40 Building financial security and avoiding unnecessary personal overhead. 09:48 How compound interest supports long-term financial independence. 13:01 Why production numbers can misrepresent actual practice income. 15:34 The financial impact of insurance write-offs. 19:23 Why growth does not automatically create profit. 21:03 Giving patients a reason to choose an out-of-network dentist. 24:27 Building a practice around jaw joint and bite diagnosis. 25:59 Developing verbal skills patients can understand. 28:42 How Dr. McKee built a referral-based restorative diagnostic practice. 32:27 The importance of investing in team training. 34:24 How weekly training sessions improved practice performance. 37:01 Using diagnostic records to expand team production. 38:51 Becoming a clinical resource within the dental community. 41:53 Positioning a practice instead of simply marketing it. 43:49 Building a restorative diagnostic practice around clinical interests. 46:08 Creating greater financial control through a fee-for-service model. 48:00 Final thoughts on building the practice you want. Guest Bio/Guest Resources Dr. Jim McKee is a restorative dentist and educator focused on occlusion, TMD, and restorative diagnosis. He is a member of the Spear Resident Faculty. He has maintained a private practice since 1984 in Downers Grove, Illinois, where he treats a wide variety of cases with a focus on predictable restorative dentistry. He is a member of the American Academy of Restorative Dentistry and former president of the American Equilibration Society. He has lectured both nationally and internationally for over 25 years and directs several study clubs. Dr. McKee graduated from the University of Notre Dame in 1980 and earned his dental degree from the University of Illinois College of Dentistry in 1984. Episode Resources: Spear Education: https://www.speareducation.com/LD Pankey Institute: https://pankey.org/ More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Are you presenting enough treatment to support your production goals, or are gaps in diagnosis and communication limiting what patients understand about their care? In this episode, Kirk Behrendt speaks with ACT Dental coach Ariel Siegel about treatment-presented metrics and how they can reveal whether your practice is having enough comprehensive clinical conversations. You’ll learn how to evaluate total and average treatment presented, avoid prejudging patients’ willingness to move forward, involve patients through co-discovery, and reverse engineer treatment-presented goals from your production targets. For a practical way to use this metric to improve accountability and comprehensive care, listen to Episode 1096 of The Best Practices Show! Main Takeaways: Treatment-presented metrics help determine whether a practice is diagnosing and recommending enough care to support its production or collection goals.Practices should review both total treatment presented and average treatment presented to understand consistency and movement toward comprehensive care.Transactional, problem-focused exams can limit opportunities to identify and discuss broader patient needs.Dentists should avoid prejudging a patient’s ability or willingness to accept treatment before presenting the best clinical recommendation.Co-discovery helps patients connect clinical findings with what they are seeing, feeling, and trying to achieve with their dental health.Production goals should be reverse engineered using treatment acceptance rates to determine how much treatment must be presented.Peer accountability and regular review of treatment presented versus accepted can help dentists identify trends before they affect the schedule. Episode Chapters: 00:00 Introduction to treatment-presented metrics. 01:57 Using treatment presented to evaluate clinical conversations and recommendations. 03:50 Reviewing total and average treatment presented. 04:50 How transactional and problem-focused exams limit comprehensive care. 06:58 Using co-discovery to involve patients in the diagnostic process. 09:36 Putting patient goals first and discussing comprehensive care. 11:47 How communication style affects treatment presentation. 14:58 Reverse engineering treatment presented from production goals. 18:08 Creating consistent systems for diagnostic and treatment conversations. 19:37 Using team members for peer-to-peer accountability. 23:13 Closing thoughts and resources for dental practices. Guest Bio: Ariel has a master’s in healthcare administration and several years of dental experience in all aspects of the administrative roles within the dental office. Her passion is to work with dental teams to empower team members to realize their full potential in order to better serve patients, improve office systems to ensure a well-functioning team/office, and to help everyone have fun in the process! More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

Do your team meetings keep circling around the same problems without producing clear decisions or lasting change? In this episode, Kirk Behrendt and co-host Miranda Beeson, a dental practice coach, explain the IDS problem-solving framework and how dental teams can use it to identify root issues, discuss them efficiently, assign clear action items, and create accountability. You’ll learn how to structure an issues list, distinguish symptoms from underlying problems, keep discussions from getting derailed, and use weekly meetings to move problems toward resolution. For a practical framework to stop recycling the same issues in your practice, listen to Episode 1095 of The Best Practices Show! Main Takeaways: The IDS framework moves teams through identifying the real issue, discussing it efficiently, and solving it with documented action items.Team meetings should spend approximately 20% of their time addressing issues and 80% moving priorities, systems, processes, and alignment forward.Issues should be documented before the meeting and prioritized based on urgency and potential impact rather than addressed in the order they were added.A stated problem is often a symptom, so teams should identify the underlying root causes before discussing solutions.Productive discussion includes relevant information and different perspectives while limiting tangents, repetition, and unrelated issues.Every solution should define what happens next, who owns the action, when it will be completed, and how the team will know whether it worked.Weekly meetings provide consistent accountability and help prevent issues and unfinished action items from accumulating over several weeks. Episode Chapters: 00:00 Introduction to solving recurring dental practice problems. 02:17 The IDS issue-solving framework from Traction. 05:21 How much meeting time should be spent on issues. 08:11IDS overview 13:52 Identify: finding the real issue behind the symptom. 20:00 Discuss: keeping issue conversations efficient and productive. 24:30 Solve: turning discussion into decisions and action. 28:59 Why weekly meetings improve accountability. 34:02 Structuring meetings so issues do not consume the agenda. 36:00 Tools and resources for implementing the process. 39:00 Closing thoughts. Guest Bio: Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches. Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach. Episode Resources: Traction by Gino Wickman: https://www.eosworldwide.com/traction-bookIssues Solving GuideTeam Meetings ToolVisit us at https://www.actdental.com/free-resources/ More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

PPO participation can quietly erode profitability when fees, network relationships, and write-offs are not regularly reviewed. In this episode, Kirk Behrendt talks with Clinton Johnson, founder of Profitable PPOs, about the hidden PPO mistakes that can cost dental practices seven figures over time. Clinton explains how PPO network structures work, why reimbursement has failed to keep pace with rising practice costs, how to evaluate the true financial impact of each plan, and why dentists should build a PPO strategy around their practice goals rather than making emotional decisions. Learn how to audit PPO participation, identify low-profit plans, improve reimbursement, and strategically move toward greater profitability and autonomy — listen to Episode 1094 of The Best Practices Show! Main Takeaways: PPO reimbursement has not kept pace with inflation and rising practice expenses, forcing many dentists to work harder to maintain previous income levels.Dentists can participate in PPOs through direct contracts, network share agreements, or umbrella companies, and those options can produce significantly different reimbursement levels.A PPO strategy should be designed around the practice’s priorities, including profitability, broad network coverage, and administrative simplicity.PPO write-off percentages can be misleading when a practice’s office fees are not appropriately set for its geographic market.Dentists should review EOBs and conduct a comprehensive PPO audit approximately every 18 to 24 months to verify network participation, fee schedules, and opportunities for improvement.Practices considering PPO reductions should use financial data and generally begin with smaller plans that have poor reimbursement rather than making large changes based on frustration.PPO optimization should include analysis, strategy development, financial modeling, implementation, and verification that insurers are paying the expected fees. Episode Chapters: 00:00 Introduction to hidden PPO mistakes that can cost a practice seven figures. 01:11 Kirk introduces Clinton Johnson and the complexity of PPO participation. 03:57 Why dentists are producing more without necessarily becoming more profitable. 05:58 Three ways dentists can participate in PPO networks. 09:51 Why PPO write-off percentages can be misleading. 12:08 Clinton explains the PPO profit ladder. 13:41 The long-term financial and practice-value impact of poor PPO reimbursement. 16:16 Why dentists need to monitor EOBs and identify missed upside opportunities. 21:03 How to evaluate which PPOs are helping or hurting the practice. 24:55 Why traditional PPO fee negotiation is less effective than it once was. 27:09 When dentists should stay in a PPO or consider leaving. 30:00 Risks of leaving a PPO without a structured plan. 31:41 How PPO strategy can support independent dentistry. 34:21 Which practices are and are not a good fit for PPO optimization. 37:28 Clinton explains the Profitable PPOs analysis and strategy process. 41:30 How to contact Profitable PPOs. 42:00 Closing thoughts on profitability, independence, and practice ownership. Guest Bio: Possessing over twenty years of experience working with dental offices, Clint Johnson is passionate about helping practice owners optimize their PPO plan participation and profits. As the founder of Phoenix-based Profitable PPOs, Clint has focused that passion by helping ensure dentists participate with the right PPOs, in the right way, and for maximum reimbursement. Hundreds of dental practices every year, across the United States, big and small, look to Profitable PPO to provide the insurance participation management needed to make the most of their profitability–both in the present and in years to come. For Clint, dentistry has always been a family matter, with his father, grandfather and great-grandfather all dentists. The experience of seeing both the benefits, and the challenges, in dentistry inspired him to help doctors optimize their practices. Clint knew there had to be a way to help those in the dental field deal with the challenges and costs associated with insurance participation… And that challenge was the impetus behind the creation of Profitable PPOs. In addition to his work with Profitable PPOs, Clint is also an author and a frequent presenter at dental conferences. In his free time, he enjoys reading, skiing, scuba diving, and traveling with his wife and three children. Episode Resources: Profitable PPOs: https://profitableppos.com/Phone: 855-PPO-GAIN More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

A full schedule does not always mean a productive schedule. Without a clear average daily production goal, teams can stay busy, miss production targets, and spend their days reacting instead of intentionally building the schedule. In this episode, Kirk Behrendt talks with Robyn Theisen, ACT Dental coach, about using average daily production goals and ideal day scheduling to create a more predictable and productive practice. You will learn how to set daily targets, structure high-production procedures, monitor the schedule in advance, and help your team consistently work toward the same goal. To learn how to build your schedule to win the day, listen to Episode 1093 of The Best Practices Show! Main Takeaways: An average daily production goal should be used as an intentional scheduling target rather than an end-of-day report card.A schedule can be completely full while still failing to produce enough revenue to meet the practice’s goals.Every provider and team member should understand the daily production targets and how the schedule is designed to achieve them.Production should be monitored days and weeks in advance so the team can proactively address openings and protect high-value treatment.High-production procedures should be strategically placed throughout the day instead of being scheduled wherever space happens to be available.Daily production goals should be calculated from the practice’s annual production goal and the number of days worked each year.An ideal day schedule gives the team a framework for placing procedures, protecting capacity, and working toward production goals consistently. Episode Chapters: 00:00 Metric Mondays Intro 02:19 Why ideal day scheduling is an important practice management tool. 03:46 Using production goals as intentional targets instead of report cards. 05:01 What happens when a practice’s schedule is busy but not productive. 06:17 What a practice looks like when production goals and scheduling are aligned. 08:08 Using full fees, write-offs, and adjustments correctly within the scheduling process. 09:47 How to calculate daily goals and begin building an ideal day schedule. 11:11 Wrap Up And Resources Guest Bio: Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams. Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans. Episode Resources: Ideal Day Scheduling and Block Scheduling Resource Guide: https://hub.smilesource.com/c/resources/color-coding-block-scheduling-and-ideal-day-scheduling More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com

What should dentists understand about practice ownership, selling to a DSO, planning for retirement, and building a career that stays aligned with their values? In this episode, Kirk Behrendt talks with Dr. John Cranham, restorative dentist, educator, and former clinical director of the Dawson Academy, about the decisions and transitions that shaped his career as he prepares to step away from clinical practice. You will learn what dentists should consider before selling a practice, why giving up control can be difficult, how practice models affect the way dentists deliver care, why retirement requires something meaningful to transition toward, and what Dr. Cranham believes the future holds for comprehensive and fee-for-service dentistry. To hear his perspective from nearly four decades in dentistry, listen to Episode 1092 of The Best Practices Show! Main Takeaways: Dentists should think about their eventual transition and end game early in their careers.Selling a practice to another dentist or a DSO involves tradeoffs, and every transition model carries potential risks.Dentists considering a DSO should carefully evaluate control, compensation, scheduling, practice philosophy, and the organization’s long-term stability.Practice environments become difficult when the dentist’s preferred style of care conflicts with the organization’s priorities or values.Dentists who want to provide relationship-based, comprehensive care need an environment that supports the time, training, and systems required to deliver it.Retirement is easier when dentists are transitioning toward meaningful work, relationships, service, or other activities rather than simply leaving clinical practice.Dr. Cranham believes fee-for-service dentistry remains viable for dentists who combine strong relationships, comprehensive treatment planning, technical excellence, and appropriate use of technology. Episode Chapters: 00:00 Introduction to Dr. John Cranham’s retirement and practice transition. 01:23 Dr. Cranham prepares to step away from clinical dentistry. 04:23 His path from dental school to comprehensive dentistry and education. 06:04 Building a general practice focused on aesthetic, implant, and complex care. 07:04 Why Dr. Cranham sold his practice to Heartland Dental. 09:55 Comparing transitions to another dentist, group practice, or DSO. 13:27 The challenge of giving up control after selling a practice. 17:21 His daughter’s decision to reconsider her future within the DSO model. 20:35 Benefits and limitations of high-volume DSO practice. 22:40 Financial promises, compensation, and risks when evaluating DSOs. 25:39 Finding a practice model that aligns with your values. 28:40 What Dr. Cranham would tell himself on his first day of practice. 29:52 Why behavioral skills, relationships, delegation, and financial planning matter. 31:58 Why retirement should be a transition to something meaningful. 33:56 How Dr. Cranham became involved with the Pankey Institute. 38:39 Dr. Cranham’s view of the future of dentistry. 41:01 Why fee-for-service dentistry is not dead. 42:21 The next chapter for Dr. Cranham and Dental Mastery. 44:22 Final thoughts on challenges, changing direction, and asking for help. 47:00 Time boundaries lesson 48:25 Closing Encouragement Guest Bio: Dr. John Cranham graduated from dental school in 1988 and built a general dental practice in Chesapeake, Virginia, with a focus on aesthetic dentistry, implant dentistry, TMD, and complex restorative care. Early in his career, he completed advanced education through the Dawson Academy, the Pankey Institute, and programs associated with Kois and Spear. His Cranham Dental Seminars organization merged with the Dawson Academy in 2004, and he served as clinical director of the Dawson Academy from 2004 to 2020. He later developed Cranham Culp Digital Dental and has continued teaching comprehensive dentists how to translate traditional restorative and occlusal principles into digital workflows. He is also involved with the Pankey Institute and its educational programs. Resources: Good to Great by Jim Collins: https://www.amazon.com/Good-Great-Some-Companies-Others/dp/0066620996 Dental Mastery: https://dentalmastery.com/ More Helpful Links for a Better Practice & a Better Life: Contact Gina to learn more about ACT: [email protected] Best Practices Show: https://www.actdental.com/podcast/Smile Source Community Hub: https://www.actdental.com/community-hubUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com