COACH: “The protocol says 3–4 days per week with 3–4 hours per day. What time of day were you making the calls?” DOCTOR: “There were no specific hours. We pretty much made calls whenever we had extra time during the day.” COACH: “It's not supposed to be done during the day. According to protocol, the calls are supposed to take place at night, between 5–8 (or even 9) p.m., from Monday night through Thursday night, 3–4 hours per night, and 3–4 nights per week. Based upon our experience, this is the most effective time to make these calls. Who is making the calls?” DOCTOR: “Well, both of my front desk people were doing it when they had time, and the hygienist made some of the calls when she had a no-show or cancellation.” COACH: “This strategy is most effective when one team member is identified as the Nighttime Recall Caller. It's fine to have two people making calls, but only if they are doing it during these specific evening hours at night and are your specific recall callers. It's also okay to have existing team members take on this task, but only if they want to. More often than not, your existing team has family and/or other obligations at night … they prefer not to remain in the office making calls. Meanwhile, there are ample others in your community who’d love to
By Chuck Nemitz, Certified GG12 Coach
It is rare for us to find that any of the Gems that have worked in offices across the U.S., Canada, and in many other countries won't work in any given office if deployed appropriately and effectively. Doctors who aren’t getting the results they desire from a particular Gem shouldn’t just give up. Instead, with our help, we can examine in detail each step deployed in order to determine whether or not the strategy was utilized as prescribed. Often, a single change, addition, or omission can make the difference between failure and success. If you’re not getting the intended results with a Gem, Dr. Orent encourages you to contact your Personal Gems Concierge and schedule a “debriefing call” with your Gems Coach. To demonstrate the power of a debriefing call in action, let’s use the Night Recall Caller Strategy. Gems Family members routinely use this strategy to help fill their hygiene chairs. When your patient doesn’t have their next recall visit scheduled, THEY ARE AT RISK … at risk of falling through the cracks … at risk of asymptomatic chronic periodontal disease and/or undiagnosed caries worsening … at risk of leaving your practice for another dentist. Whatever you’re already doing to reach out to your AWOL (no scheduled recall) patients, keep doing it. Patient-addressed postcards, automatic texts, and emails through Revenue Well, Solution Reach, Lighthouse 360, etc. All good. But add Gems Nighttime Recall Caller Strategy (GoldMine UnderGround Team
Training Toolkit 009) and you’ll bring back an EXTRA DAY, possibly even TWO EXTRA DAYS of hygiene, week in and week out! This strategy has at least five specific facets doctors often change for a variety of reasons. Any one of these changes makes an otherwise consistently effective strategy … ineffective .
Here’s an example of a debriefing call about the Nighttime Recall Caller Strategy:
DOCTOR: “We did that strategy, but it wasn't working at all. We barely got any recall patients back in from it.”
COACH: “How many hours per day and how many days a week were you doing it?”
DOCTOR: “Oh, I'm not really sure. We didn't track the exact number of hours or days. We basically just did it when there was time.”
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