How your staff approaches referrals can become second nature by asking patients their opinion, and if it's positive, then asking for that all-important new patient referral. Dental consultants universally agree that patient referrals are the best source of new patients for any dental office. Encouraging patients to refer their friends and family should be a part of your office routine. Even though “everyone knows” they should be asking patients for referrals, it is rarely done on a consistent basis. Accountability—Assign this program to a specific employee so there is accountability. Referral cards• Have at least 1,000 referral cards printed that offer...

1. Make sure your deposit slip matches the cash/checks for the day. This is where you are most vulnerable.  2. Signs of embezzlement in end of day adjustment report are a. Patient refunds b. No cash payments c. Non-approved adjustments/write-offs. 3. Put refund checks in the mail yourself.  4. Lock down your credit card terminal with a code so only the practice owner can issue refunds (thanks Alex).  5. Take note of any employee working unusual hours, living beyond their means or who rarely takes vacations. They may also be unusually territorial or evasive when discussing practice finances.  6.  All staff...

IMPORTANT   Some states allow you to thank a referring patient after the fact of the referral with a nominal gift ($10.00 - $25.00) however, the referring patient cannot have an expectation of the reward.  A personally signed thank you card or note, ideally from the doctor, is smart and good manners. You can offer a credit to new patients. The amount can be $50.00 or $100.00 or more. You can also offer a free cleaning or exam or nothing at all. It’s totally up to you but, most find a dollar value works best.   If you offer a dollar amount still submit your usual...

The Achilles' heel of many a dental practice owner is to avoid dealing with unpleasant staff situations. A good example is a recent new client of mine.  I found him to be very congenial, so I had a hard time believing this guy was the "dental devil incarnate” described by the majority of his staff. I asked each of the staff members in his practice the same question: "Has anyone in the practice been treated unjustly?” All fingers pointed to one person—we'll call her Sally. Sally had apparently been going around telling other staff members about how the practice owner was...