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By Dr. Tom “The Gems Guy” Orent
During open-line Q&A calls, I’m occasionally asked for suggestions on how a doc can use copy (words in print) to differentiate his practice. Typically, these questions sound something like this: “Tom, I hate PPOs but am in no position to leave them. At least, not yet. Can you help me come up with something I can put on my website and use in my advertising to differentiate my practice?” My answer is always the same: “Not really!” There’s little that good copy can do to dress up what otherwise is not anything special and attract new patients or keep existing patients from leaving even when they’ll no longer be in-network if they remain at your practice. How did I maintain a 100% fee-for-service practice in a town with 60,000 people and more than 70 general Dentists within 5 miles of my office, all while charging fees that were often double those of the other local Dentists? The answer isn’t the quality of the care we delivered. While we did strive to offer the highest possible quality of care, there were many Dentists in my area who were also amazing Clinicians. Plus, patients expect, and even assume , a high level of quality if you have a dental license.
service beyond expectations. If you’ve been on Planet Gems for a while, you may have heard me speak about my Gem I called “The $1,000 Marker.” Each of the 35 team members in my two dental practices had carte blanche to fix any issue or concern, or address an opportunity to celebrate on behalf of a patient, up to $1,000 without asking anyone. They had the power, on the spot, to make such decisions. Patients truly appreciated when a team member was able to help them (or surprise them on a special occasion) without the delays that typically happen when such decisions must flow up a chain of command. Sure, you may be thinking to yourself, “I could never let my team loose with the authority to spend $1,000 without my input or oversight … they’d run wild and abuse it.” Well, it turns out that getting the team to actually use the marker is harder than you’d imagine. In fact, you’ll need to convince your team that as long as what they did was legal and ethical … you’ll back them 100% and praise their initiative on behalf of your patients.
"My server explained that they didn’t have romaine lettuce … and then said, 'But I can get you a Caesar salad.'”
Of course, we know that the two don’t always go hand in hand. But a patient's perception is their reality, and you’ll fall short of your potential if you try to differentiate yourself on quality of care alone.
Fact is, when I first started the marker concept, it wasn’t $1,000. Nope. It was just $100. Even at that level, it was tough to get the team to take the lead and make such decisions on their own. In
EXTREME CUSTOMER SERVICE AND THE '$1,000 MARKER'
Customer service has always been a passion of mine. I enjoy coming up with ways to give great service and love seeing how others deliver
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addition to assuring them that I’d always back them up, I raised the level to $1,000. “Contrast Principle!” After I raised it to $1,000, the $100 or $200 decision seemed like something they could do! So, they did! To this day, my Gems Team carries on the tradition of the $1,000 marker. Of course, like my dental team, it’s not always a big number. Sometimes, it’s more about the effort than the dollars involved. But the point is the same. Always be asking yourself, “What can I do to make Mrs. Jones happy about X situation … and do it right now … to seize the power of the moment?” During the opening dinner at my home at a Fall Retreat in Boston, Wayne, a Personal Gems Concierge, applied the “Marker” concept. He was walking through the backyard tent and overheard one of our GG12 Coaching members, Dr. George Landress, ask the bartender if we had any O’Doul’s Near Beer. The bartender apologized, saying that unfortunately they did not. Wayne left the dinner party, drove to the nearest supermarket, and bought a case of O’Doul’s Near Beer! Upon his return to the party, he surprised Dr. Landress and his team with a six-pack and informed them that he had purchased a case so they could have it throughout BARTENDER, DO YOU HAVE O’DOUL’S NEAR BEER?
the remainder of the retreat. George and his team expressed their appreciation for Wayne’s initiative and caring.
SERVER, MAY I HAVE A CAESAR SALAD?
I’m currently in Columbus, Ohio, playing in the USAV Adult Volleyball National Open. Last night, we had a team dinner at a local restaurant called The Pearl. I always enjoy salad before my meal. I didn’t see either garden or Caesar salad on the menu. They did have a couple of choices; however, neither were to my liking. I asked our server, Jim, if he had Caesar salad. Jim told me they didn’t have romaine lettuce. Before I tell you what he did, I want to point out that we were a table of 11, and he was handling our table alone. Jim said, “But I can get you a Caesar salad.” I thanked him and ordered the Caesar salad and Faroe Island salmon with sautéed mushrooms and (to die for) charred broccoli. My meal was amazing. Later, when I asked Jim how, with no romaine lettuce, he was able to get me such a delightful Caesar salad, he smiled and told me that he went down the street to another restaurant for my salad! His willingness to go that far out of his way made my night and caused me to tell our Gems Family members that next time you’re hungry in Columbus, Ohio, stop by The Pearl for dinner!
Dr. Gilbert Stehbens, Australia Dr. Carlo Biasucci, Canada Dr. JaroslawKokolus, Canada Dr. Christopher Cappetta, TX Dr. George Davis, NV Dr. JeffHammerman, NM
Dr. Valerie Bell, OH Dr. Mariana Blagoev, NJ Dr. Philip Girgis, IL Dr. Joseph Portale, NJ Dr. Andrew Shuler, WI Dr. Scott Watterson, MI Dr. Henry Chang, CA Dr. Peter Nathe, WA Dr. Stacey Verkler, FL Dr. AndrewHolloman, FL Dr. Cynthia Satko, IL Dr. StephenMatarazzo, MA Dr. Beau Kapp, OR Dr. Jerry Reasner, AL Dr. Tamara Clauson, CA Dr. Fariba Kalantari, CA
Dr. JeffHenkes, TX Dr. KyleWashut, WA Dr. Alexander Chukreeff, CA Dr. Alonzo Bell, VA Dr. Steven Regenstein, CT Dr. LawrenceWong, TX Dr. MariannaWeiner, NY Dr. Sally Alkamary, NJ Dr. Michael Crist, TX Dr. Brad Eckhardt, CO Dr. Martin Courtney, CA Dr. Hussein Dhayni, CA Dr. Vijitha Sanam, MA Dr. WilliamKremers, KS Dr. Michael Sohl, FL
Dr. PhilipMiner, TX Dr. Zach Korwin, CT Dr. Ivi Sanguinetti, TX Dr. James Hunter, NC Dr. Orlando Stovall, NC
Dr. John Noe, CA Dr. Greg Cyra, WI Dr. AlexWhite, AL
Dr. Francisco Arevalo, FL Dr. Randall Deaton, TN
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One of our recent Gems Insider Circle Webinars featured Dr. Steve Phelan, the founder of Occlusion Design Online Training Program, which is a system containing six educational modules to help Dentists better alter patients’ vertical dimension. After years of studying with many Occlusion Masters, including Dr. John Kois, Dr. Frank Spear, and Dr. Peter Dawson, and creating his own training program, Dr. Phelan claims that he receives these two questions the most often: “Why is vertical dimension the optimal route to take?” and “How can I alter the verticals for a patient with a lot of tooth wear?” If you’ve pondered these questions yourself, then we have some crucial information for you to consider. First, if your patient is young and has a tremendous amount of tooth wear, then you’ll likely want to lengthen their teeth by approximately 3 millimeters. If they already have a medium overbite, then you’ll create a very deep overbite if you don’t simultaneously alter the vertical dimension. Of course, the other obvious option you have to treat this patient is orthodontics. But if the patient declines this option, then their only choice is restorative alteration of the vertical dimension. In short, the primary reasons for altering vertical dimension are to find room for restorative material, lengthen the teeth without creating a deep overbite, and jump to an end-to-end occlusion that has developed as a result of tooth wear. Now that you know why vertical dimension is an optimal course of action, we can discuss how to alter the verticals for a patient with a lot of tooth wear.
provides a great foundation for you to consider the treatment planning options for that patient. It involves not only the complete exam, digital photos, and digital radiography, but also the creation of two sets of mounted study models on an adjustable articulator, which will allow you to evaluate the patient’s situation. You can then conduct a muscle exam to explore the patient’s range of motion, measurements, joints, and then look for how easy the patient is to manipulate into Centric Relation.
1) CRITICAL FACTOR: COMPREHENSIVE DIAGNOSTIC RECORD
Regardless of the patient, every single complex case involving the alteration of vertical dimension must start with a comprehensive diagnostic record. In Dr. Phelan’s practice, that includes the complete exam — meaning all the usual steps you’d take — and a digital photo series where he takes 20 photos, which offer more information than even the 12-image AACD photo series.
3) CRITICAL FACTOR: CR BITE RECORDS
Dr. Phelan instructs that the most important step of the functional analysis appointment is taking two CR bite records. He uses the Sam 3 Articulator (but any semi-adjustable articulator will do) to take two sets of upper and lower models and a face bow to mark the initial point of contact in the mouth.
2) CRITICAL FACTOR: FUNCTIONAL ANALYSIS APPOINTMENT
Patients who come in and need some form of complex restorative treatment require a functional analysis appointment, which
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the operatory and move on to the next item on the schedule.
It worked like a charm. Production increased, profit took off, and team morale went through the roof … all because of Dr. Suago.
By Tom Rich, MBA, GG12 Senior Practice Analyst
Your schedule determines the rhythm of your practice. Day by day, each column carries the promise of potential, the prospect of profit, and the possibility of patients’ appointments being postponed, all because the Dentist falls behind.
So, the schedule goes out the window, each beautifully arranged column comes crashing down, and the team goes from white-hot motivation to red-alert frustration because they can’t rescue you … but Dr. Suago can if you let him. Several years ago, at one of the Gems Retreats, one Doctor’s team was sharing their concern about how difficult it was to keep the Doctor on schedule. They wanted to produce more, but, after each exam, the Doctor would get caught up in 10–20 minutes of idle chatter with patients. It didn’t take many appointments to completely destroy the day’s schedule and deflate and decimate the team’s motivation. That’s when a team member from another office chimed in. She said, “It sounds like you need to meet Dr. Suago.” She then went on to explain that, prior to Dr. Suago, the team in her office encountered the same frustration. When they shared their concern with the Doctor, he shared that he felt like he needed to have a better excuse than “I have other patients to get to” to cut a conversation with a patient short. The Dentist expressed that the only reasonable explanation to get up and out of the op was because of a Doctor calling. In that moment, Dr. Suago was born. That office (Doctor included) agreed upon a plan. Whenever idle chitchat was putting the schedule at risk, a team member would step into the op and inform the Dentist that Dr. Suago was on the phone with an urgent call. That would give the Dentist the necessary lifeline to excuse himself from
Who is Dr. Suago? It’s a special code: Doctor … Shut Up And Get Out (SUAGO).
"They wanted to produce more, but, after each exam, the Doctor would get caught up in 10–20 minutes of idle chatter with patients."
Imagine this …
You’ve just finished your weekly 90-minute staff training meeting and the entire team is on board and excited. You’ve introduced the Team Bonus System 2.0, and they’re chomping at the bit to start the day and do everything in their power to blow past last year’s numbers. In that moment, you have the perfect practice … everyone is getting along, they are all working toward a common goal, and you think life couldn’t get better. "The schedule goes out the window, each beautifully arranged column comes crashing down, and the team goes from white-hot motivation to red-alert frustration." Then, Mrs. Jones comes in for her check- up. Her superpower is turning a simple story, like going to the grocery store or visiting her grandkids, into a full-on retelling of all 500- plus pages of "The Canterbury Tales." Once she starts talking, it’s almost impossible to get her to stop, and, you, being the kind Doctor you are, want to let her know how much you care … so you listen. It’s free psychotherapy.
As a quick aside, this is one example of a simple, yet powerful, nugget to keep you and your team on the same page. This type of sharing can only come from attending a Gems Retreat. The next Retreat is in September in Boston, which is the epicenter of Planet Gems. For more information and online registration, go to InsidersCircle.com and click on the retreat link at the top left corner or call 1-888-880-GEMS (4367). Make it a great month. Here’s to a full schedule and a motivated team! Unfortunately, that’s all the time I have. Apparently Dr. Suago is waiting for me!
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to the Dentist. But I must admit, after seeing your video and reading through your material, most of my fears and concerns were put to rest. I feel like I already know you and your staff BEFORE coming in for my appointment." Pre-meeting your new patients and beginning to build a relationship on authority (they are given a copy of my book) is powerful stuff. Trust is the key, and Disney does this so well. When I travel on the Express bus, I typically overhear conversations such as, "Wow, I didn't know that Disney will send merchandise purchased at the park back to your hotel room," or "Honey, look, we can take a behind-the- scenes tour of the Magic Kingdom." Once you put your package together, train your staff to mail them out before new patients come in for the initial examination. Don't stop there. Now that our marketing has motivated the new patient to call our office, our well-trained staff has appropriately answered the phones to secure an appointment, and the new patient welcome kit package has automatically been mailed, continue building the relationship in your reception area. It should be filled with different types of media specially focused on you, your staff, and the services you provide. To summarize, if you want to grow your practice — not just today, but tomorrow, and every tomorrow after that ... then your practice has to include, at a minimum, these seven strategies: 1. Begin observing what other businesses are doing to grow and ask, "How can I apply this to my practice?" … 2. Sit down and discuss with your teammembers how to differentiate your practice to stand out from the others ... THE BOTTOM LINE IS …
By Dr. Jeff Anzalone, Board Certified Periodontist, Certified GG12 Coach
While most people know me as a practicing periodontist in Monroe, Louisiana, a dental practice growth advisor, and the author of "What They Don't Teach You in Dental School," "Great Dental Specialist Marketing," and "Everything You Need to Know About Dental Surgery," few are aware of my deep-seated love for Disney! Oddly enough, Disney actually runs events specifically geared toward helping health care professionals. After attending several of these, I adapted a few Disney business and marketing strategies to my own practice ... and these simple steps have had a dramatic impact on my business — and on my cash-flow. Today, I’m going to share a few of these strategies with you. In 2001, my wife and I were supposed to fly into Jackson Hole, Wyoming, to celebrate our honeymoon. Unfortunately, the 9/11 tragedy put a halt on our trip. After much discussion, we put our heads together and decided to drive the 14 hours from Louisiana to Walt Disney World in Orlando, which is the No. 1 honeymoon destination in the USA. Little did we know, this would be the start of annual family vacations and a mecca of information for growing my practice. It's amazing what any business owner can learn from Disney, and, today, I want to share some of the top Disney strategies that have helped transform my practice. If you've ever been to Disney and stayed at a Disney resort, you may have ridden Disney's Magical Express. This service takes guests to and from the airport. I've noticed a change over the many years of using this transportation method. Initially, the TV screen on board would mainly play cartoons (Disney) to entertain the antsy kids. Recently, I've seen a shift in the content that is played on the screens. The cartoons make up only about 25% of the content, and the remainder is something that all Dentists should pay attention to. Before I tell you what else they show, let me give you a little background.
Do you know what demographic makes up the largest part of the population? You guessed it: baby boomers. Americans born between 1946 and 1964 number nearly 80 million and make up 26% of the U.S. population. In fact, roughly 1 in 4 consumers is a boomer. According to the book, "No B.S. Marketing to Boomers and Seniors" by Dan Kennedy, boomers and seniors do not like surprises. They want to know everything in advance. Make a mental note of this. Now let's get back on the Magical Express. I've noticed over the last few years that the bus now offers a plethora of information on everything that visitors need to know BEFORE they arrive at the parks and resorts. Examples include VIP tours (extremely popular), shows, tickets, merchandise, etc. There is also a video showing the exact check-in process once they arrive at their resort hotel. My family and I travel to Disney 2–3 times a year, and, each time I go, I am on the constant look out for new strategies that I can apply to my practice. Putting together my own "Magical Express" has been one of the best things I've ever done. Let me explain ...
3. Start putting together your own "Magical Express" package ...
4. Be a practice dedicated to repeat visits from patients ...
5. Keep in mind that little things matter. And constantly be evaluating these little things ...
6. Constantly ask your patients for feedback, and ...
Dr. Anzalone's Magical Express-type New Patient Welcome Package
7. Commit to making your patients feel important and providing ongoing communication and service, to show them you care ...
There's not a week that goes by without a patient (either a boomer or non-boomer) commenting about their package. A new patient recently informed me, "Dr. Anzalone, I have to tell you, I'm a big pansy when it comes to going
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6) CRITICAL FACTOR: COMPARING THE OPTIONS
Keep in mind that you CANNOT use a hinge articulator to alter the vertical dimension. It’s the wrong arc of closure, and you’ll never have the molar anatomy correct. If you base your provisionals on a diagnostic wax-up created on models mounted on a hinge articulator, the occlusion will be wrong.
Option No. 1: Evaluate the patient at the point of initial contact. Then, if possible, rebuild the new vertical dimension with the models mounted at the point of initial contact via CR mounting. Option No. 2: If a patient has an extremely vertical posterior anatomy, you can build the new vertical dimension to a point that is less than the initial point of contact in order to provide extra space without increasing the contracted length of the elevator muscles. Option No. 3: If a patient has really flat and worn out posterior teeth, you’ll have to build their vertical dimension beyond the point of initial contact. While the previous six factors are necessary steps to take when altering vertical dimension, there is no fixed formula you can use for every case. Vertical dimension is a highly adaptable position, and there is a range that will work for most patients. But if you follow the necessary steps, you’ll be able to determine which option will work best for each individual patient. You can listen as Dr. Phelan puts these seven critical factors in action when treating three of his patients by listening to his webinar. To access it, go to InsidersCircle.com SITE MAP AUDIO/VIDEO PROGRAMS GEMS INSIDERS’ CIRCLE WEBINARS 076 Phelan 7 Critical Factors You Must Consider When Altering Vertical Dimension. 7) CRITICAL FACTOR: DON’T RELY ON A FORMULA
4) CRITICAL FACTOR: BEST TECHNIQUE
While there are several techniques that have been used in the past, the one that Dr. Phelan stands by is Restorative Generated Occlusion Vertical Dimension. Expanded from a procedure he learned in Dr. Dawson’s book “Functional Occlusion: TMJ to Smile Design,” Dr. Phelan’s technique relies on using the geometry of the jaw and the space created by seating the condyle into CR, and then using this space to your advantage. The key concept here is seating the condyle into CR, which is helpful because it increases the vertical dimension of the anterior segment without increasing the contracted length of the elevator muscles. There are currently two schools of thought regarding the stability of vertical dimensions, and while there is ample literature exploring this topic, all you really need to know is that stability won’t be a concern unless you are working with a patient who has a mixture of both implants and teeth. What Dr. Phelan recommends in those cases is for you to open the vertical dimension and leave it in provisionals for the amount of time it typically takes for it to close. 5) CRITICAL FACTOR: WHEN TO WORRY ABOUT STABILITY
FALL GEMS FAMILY RETREAT, BOSTON FINAL SAVINGS END 7/31/19
(menu bar, top left of homepage). If you have questions, please contact your Personal Gems Concierge or call 1-888-880-GEMS (4367). 90-MINUTE GG12 TEAM TRAINING WEBINARS: GG12 Team Training Toolkit Dental Practice Transformation members, please block out this monthly program on your calendar. These occur just once each month, but they could easily be the most important 90 minutes you and your entire team will invest. GG12 OFFICE HOURS: Twice each month, my office door is open for your visits. This is an opportunity for GG12 Doctors and team members to reach me directly with questions about dental practice management. GEMS INSIDERS’ CIRCLE™ QUARTERLY Q&A WEBINARS: Four times each year, I’m available in the evening for up to 90 minutes to answer your questions about any topic of your choice regarding dental practice management.
GG12 AND INSIDERS’ CIRCLE™MEMBERS’ FALL RETREAT: Doctors and team members often tell us they have never experienced anything like our retreats in all their years attending dental continuing education. Experience it for yourself and form a lifelong bond with other GG12 and GIC family members. If you’re ready to experience a transformative time for your practice and your life, head on over to InsidersCircle.com and click the retreat banner in the top left corner. Register now! June 5; 10 a.m. to 11 a.m. EDT — GG12 Office Hours June 18; 8:30 p.m. to 10 p.m. EDT — Gems Insiders' Circle™ Webinar June 19; 11 a.m. to 12:30 p.m. EDT — 90-Minute GG12 Team Training Webinars June 21; 12 p.m. to 1 p.m. EDT — GG12 Office Hours
For the latest up-to-date information about what’s happening on Planet Gems, go to InsidersCircle.com and click on “Calendar”
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American Express Proves It Keeps up With the Youngest of Companies
Everyone is familiar with the old adage, “You can’t teach an old dog new tricks.” This expression was first recorded in 1523 in “The Book of Husbandry,” where it was used literally in hopes of helping 16th-century men run their farms more efficiently. Now the phrase is used to express the difficulty of teaching a new skill or behavior to someone who is set in their ways. Imagine trying to convince your grandpa to join you for a hot yoga class. Despite your best intentions, that’s probably the last activity your grandpa would want to participate in. Take this expression and apply it to the business world, and, in many cases, you’ll notice a similar pattern. Several companies that found their footing in the mid-1800s would openly balk at some of the strategies implemented by newer startups. The ones that renovated their business models to keep up with the railroad expansion are the ones that managed to stay afloat through the Great Depression. Today, they might laugh at the idea of offering their employees a napping room, paid fitness memberships, or access to a free kegerator. If a company has remained successful for nearly two centuries, why would it need to incorporate modern workplace perks to attract employees? While it would have been easy for them to embody this mindset, American Express continues to prove that a company built in 1850 can keep up with even the most contemporary of businesses in the 21st century. Ever since its humble beginnings as an express mail business based out of Buffalo, New York, American Express, started by Henry Wells, William G. Fargo, and John Warren Butterfield, has constantly innovated to maintain its position as one of the top 20 World’s Most Admired Businesses. One of the most laudable ways American Express both ensures employee longevity and earns respect from other businesses is through its commitment to an inclusive
workplace. As a global company, American Express understands that its success relies on its employees being just as diverse as the customers and communities they serve. Through their Global Diversity & Inclusion initiative, they channel their efforts to develop a pool of talented individuals with unique backgrounds, perspectives, and experiences. American Express predicates this initiative on fostering a workplace where differences can be expressed freely. They know that employees won’t feel confident taking risks or collaborating with others if they don’t feel supported in their personal and team growth. What’s particularly respectable about American Express’ diversity and inclusivity initiative is that their intention to enrich the lives of their employees is achieved through authentic and pragmatic means, as reflected by their numbers: Women comprise over 50% of their global workforce and more than 30% of senior executives; The company has scored 100% on the U.S. Human Rights Campaign index annually since 2004; 3 Executive Employee Networks support black, Hispanic, and female executive leaders; • • •
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They offer 20 weeks of paid parental leave at 100% of base salary for new moms and dads; They offer 40 backup child care days to help new parents transition back to work;
•
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And employees who adopt or use a surrogate can be reimbursed up to $35,000.
With benefits like these, it’s no wonder American Express has made the list of Great Places to Work, with nearly all of its employees claiming that they are proud to tell others where they work. In a world where minority and women’s rights tend to be polarizing topics, the idea of spending thousands of company dollars to not only start a diversity and inclusivity initiative but also to continue to better the experience for existing employees is inspiring — especially when you consider the lingering historical influence American Express has had since the 1850s. Their adaptability, forward-thinking attitude, and genuine concern for their employees’ contentedness exemplifies their ability to keep up with the times and prove that old dogs really can learn new tricks.
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And they offer a $500 Welcome Back Benefit for veterans returning home from overseas duty.
In addition to making a commitment to diversify their workforce, American Express’ exemplary treatment of their existing employees is nearly unmatched:
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They contributed to seven research studies with the Center for Talent Innovation, focusing on how to advance women in the workplace;
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Gems Inside
p.5. How We Can Use Disney's Magical Express Bus to Increase Patient Trust
p.1. Caesar Salad and a Bottle of O’Doul’s
p.6. Happening on Planet Gems!
p.3. 7 Critical Factors You Must Consider When Altering Vertical Dimension
p.7. You CAN Teach an Old Dog New Tricks
p.8. How Forrest Gump Bingo Saved the Day for Dr. Pollatos!!
p.4. Dr. Suago Is Calling
By Dr. Anna Pollatos
It’s not every day that you find a community filled with resources, coaches, and strategies that can help you not only quadruple your office’s production but also positively change the way your entire team interacts with and approaches their work. But that’s exactly what I’ve found by becoming a part of the Gems Family GG12 Coaching program over the last three years. as a Clinician and practice owner. Around the same time I was introduced to Gems and Dr. Orent, I had several family members struggling with serious health issues. Feeling overwhelmed with trying to balance my time between patients and team and my family, I reached out to Lisa, my Gems coach, and Dr. Orent for guidance. Now I can look back and safely say that they are the reason that my practice stayed afloat and actually flourished during that time. With their help, I’ve been able to add several new avenues of income, such as fluoride, the laser cavity finder, and the transilluminator for cracks … and Forrest Gump Bingo! One Thursday last month, I was looking at our schedule for the upcoming Tuesday and saw that we were only slated for $892 in services. I figured, "What better way to challenge my team to fill in the gaps in the schedule than by playing some Forrest Gump Bingo?" The rules for this team contest are simple. Using Forrest Gump’s signature adage, “Life is like a box of chocolates. You never know what you’re gonna get,” I purchased some secret prizes and used them to incentivize my team to fulfill the challenge of doubling Tuesday’s The whole process has been eye-opening and has made me much more proactive, both
forecasted production by scheduling appointments before the practice opened that morning. That gave them approximately 2.5 days to fill the schedule. Per Dr. Orent’s advice, I knew I wanted to make their goal attainable, but I had no idea how quickly they would achieve it. The second they left our weekly staff meeting, they started making calls. Even with only three people working on this challenge, they reached their goal in just TWO hours. By the end of the day on Monday, they had more than quintupled Tuesday’s estimated production. We went from a dismal $892 to a whopping $4,613! While guidelines for Forrest Gump Bingo encourage members to choose a goal area that reinforces Gems projects that they’re currently working on, I made our goal much more open-ended. Using Dr. Orent’s WHALYA method — which translates to “While you are here,” a strategy that encourages patients who’ve been diagnosed with the need for care to stay and have that care rather than scheduling a return trip — we added several started making calls. ... By the end of the day on Monday, they had more than quintupled Tuesday’s estimated production." "The second they left our weekly staff meeting, they
extra cleanings and fillings. My RDA even added in an unscheduled partial!
Excitement filled the practice on Tuesday afternoon as everyone prepared to reach into the hat and draw their prize tokens. They drew items totaling $130 in cash and two $10 Starbucks and McDonald's gift cards. I think they were all close to screaming when the prized $100 bill was picked first. In my opinion, paying the $450 to purchase prizes paled in comparison to the money the challenge funneled into the practice — the day would have been a total loss otherwise! That said, while the added income is nice, the best part about Forrest Gump Bingo is the enthusiasm it brought the practice. In fact, one of my part-time Hygienists entered the office just the other day and commented on how much more eager our team dynamic seemed. In her 12 years of working here, she had never seen the place so “light” and happy. It's all thanks to GG12 Coach Lisa Weber, Dr. Orent, and the entire Gems Family! My practice, my team, and I are doing so much more for our patients because of you! GEM: If you’ve not yet played Forrest Gump Bingo with your team, DON’T WAIT another second! It’s FUN, MOTIVATING … and is often just the spark required to ignite your team to learn and deploy the next new Gem! InsidersCircle.com SITE MAP GOLDMINE UNDERGROUND TEAM TRAINING TOOLKIT 020 A TEAM BONUS SYSTEM THAT WORKS MORE FILES Forrest Gump Bingo - Team Contests in ADDITION to Team Bonus v2.
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