2007 Mid Year Retreat Gatlinburg, TN

1. 2007 Mid Year Retreat Gatlinburg, TN

2. Mid Year Retreat • First and Foremost Thank You

3. Introduction • Rules for this Meeting • Let’s Have Fun • Make Comments (Interact) • Ask Questions • Let’s Look to the Future • Set Goals • Move Toward a Goal • Leave with a Purpose to Improve

4. Quiz Monday • Quiz Monday on a Saturday??? • Located in your Packet is a Test • Let’s See what you know

5. Answers • Let’s See How we did

6. Topics Covered • Recap of Essentials • Customer Service • Techniques of Our Practice • Lunch • Role Playing Challenge • Presentation of Reports • Understanding Personality • Our Team Goals • Evaluating Your Doctor

7. Recap of Essentials • Blood Pressures • Guys Come On • Smiling • Yes we are working but I hope we are having a good time. It goes a long way when someone has a smile on their face. • Walking Patients to the Front • Staying Away from the Front Office

8. Recap of Essentials • Making sure walk-out is correct • Adding Treatment to Every Reservation • Greeting Patients • Introducing yourself • Keeping front Office Cleaning and Neat • Water Bottles in Op Fill Morning and Afternoon

9. Customer Service • Dentistry is a Customer Service Buisness • From the First Phone Call to the Completion of Treatment we must be on our toes. • Creating • Positive Memorable Customer Experiences (PMCE) • Each Team Member has a Responsibility in the Creating PMCE

10. Customer Service • Customer Service Starts with Eliminating • I’m Sorry • We Never say I’m Sorry unless we mess up • Never Apologize for a Patient’s Problems • I don’t know • Our Office Policy • 90% of Communication is Non-Verbal • Slumping “My back Hurts” • Sighing “Shoo!!” • Sleeping “Yawning” • Anything that shows lack of interest to the patients treatment. • Example Leaving the patient without saying anything

11. Customer Service • Our Philosophy should be to provide the most esthetic dentistry but also be just as functional. Mullins Aesthetic Dentistry needs to provide our patients with a comfortable atmosphere, gentile touch and friendly environment. • Our Philosophy Should be Not to Compromise! • We want to instill Value

12. Customer Service • How do we Instill Value? • Establish and Attain the BLT • What is the BLT?

13. Customer Service • Believable • We must make what we do for the patients believable. Don’t talk over their heads. Don’t use big terms. Try to keep thing relevant to the patient. • Likeable • Be Easy Going. • Pt’s want a staff that is Likeable, Nice Courteous, Friendly • And Enthusiastic about where they work • Trust • Ultimately we want patients to trust us

14. Customer Service • How Do we Deliver the BLT • We Deliver the BLT with TLC • Training • What we are Doing today • Logistics • Understanding the Patient’s • WANTS NEEDS DESIRES AND CIRCUMSTANCES • Communication • From Front to Back from Op to Op

15. Customer Service at Mullins Aesthetic Dentistry • TEAM Approach • T ogether E veryone A chieves M ore • No Person is better than another • Working together helps everyone attain goals • Working Together creates friendship • Working Together just makes the day go better

16. Customer Service at Mullins Aesthetic Dentistry • Front Office • Answering the Phone • Greeting Patients • Drinks • Paraffin Wax • Treating Patients Like Family • Going the Extra Mile • Creating that PMCE • People should come back just because of something special you did or said.

17. Customer Service at Mullins Aesthetic Dentistry • Clinical • Answering the Phone • Greeting Patients • Drinks • Paraffin Wax • Treating Patients Like Family • Going the Extra Mile • Creating that PMCE • People should come back just because of something special you did or said.

18. Customer Service at Mullins Aesthetic Dentistry • Enthusiasm • Nothing great is every accomplished without enthusiasm –Emerson

19. Customer Service at Mullins Aesthetic Dentistry • The Key is with Enthusiasm you cannot fail!! • Crank it up • Get Excited about your job • If you say you can’t YOUR RIGHT

20. Every Team Member Interested in Success Works towards a common goal with other teammates Does what it takes to elevate the good of the practice, team and patients Has no job description Every Team Member Always goes the extra mile Is interested in the business for improvement sake Is thankful for all you do for them Works with a exceptional dentist Customer Service at Mullins Aesthetic Dentistry

21. Break Time

22. Techniques in Our Practice • Periodontal Scaling and Root Planeing • New Anesthetic Technique • Oraqix • Restorative Crown and Bridge • Diode Laser • Empress Crowns • Lava Crowns • Pro Temp Crown

23. This Afternoon • The Story of the Disgruntled Patient

24. LUNCH TIME

25. Welcome Back • Divide into 2 Groups of 3 • This is a Story of a patient that walks into MAD and nothing is good enough. First the patient phones and is told that he will not receive cleaning at first visit and is upset. Upon arriving he complains about the forms needed. Then when talking to Dr. Mullins in his office he complains and says he was never told that he would not get his cleaning today even though he was. In the operatory he complains about all the x-rays need. Finally upon leaving he complains at the front regarding payment.

26. Role Playing • Your Job will be to act this scenario out. • Your team will show how this situation is handled in every instance based on what you know about customer service • You will be given 30 mins to prepare for this skit • It will be recorded and played back for Judgement back at the cabin later this evening • The Winning Team will receive gift cards to the Mall and Stores

27. Reports • Sundries Report • Amber Knight

28. Sundries January to Current Excel Spreadsheet

29. Reports • Production Report • Darci Simmers

30. Production for Doctor Excel Spreadsheet

31. Production for Hygiene

32. Production Hygiene

33. Production Hygiene

34. Reports • Periodontal Report • Julie Day

35. Periodontal Report

36. Debridement Notes: Inactive patients Patsy Gosnell, April Sherrod, Juanita Mason, Tim Schieber, John Evans, Linda Burrows,Tim Grimes, Chelle Hickman Patients of concern: Bob Barker, overdue, last seen 12/14/06 Beverly Spencer, overdue last seen 12/7/06 Michael Parsley, overdue 4 MRC Alejandra Parsons, needs prophy, last 9/27/06 Richard Johnson, overdue, failed 4-07, 6 MRC Brenda Thompson, failed prophy appt Lee Bridges, failed prophy two times Terri Lakin, overdue 4 MRC William Cline, JR. no prophy,last 6/21/06 Julie Murrell, overdue,last12/18/06 Reynaldo Pepin,overdue, 4 MRC, last 7/16/06 Donna Larmar, overdue 6 MRC last 2/14/06 William Hartman,overdue, not keeping appts Virginia Byrd, last 3/21/06 sev CA appts Pamela Edwards, overdue, moved away? Debridement Notes Patients of Concern David Rouse, overdue, last 9/26/05, recalls sent Sherrika James, overdue last 9/25/05, recalls sent Vicky Hill, needs prophy, last 8/8/05 Tim Yearwood,last hygiene 8/8/05 Sumati Patel, overdue Everett Monroe, overdue,last 2/28/06 recalls sent Ann Anderson, overdue, last 5/24/05 recalls sent Mary Lawson, overdue,last 3/3/05 Randy Creswell,overdue, missed 4/20/07 Lonny Smith,overdue,last 9/6/05 Michael Martin, overdue,last 5/23/06 6 MRC Lisa Thomas, overdue, last 12/04 Periodontal Report

37. Periodontal Report • Perio Mntc Notes: • Patients of concern: • Pablo Estrada, last seen 3/06 $ issues • Judy Biechler,overdue,last seen 11/06 6 MRC • David Kirkendol, overdue 3MRC, last 10/06 • Lois Gregg, overdue, last 8/06, 4MRC • Gary Hartline,Overdue,last 5/05 except for emerg. • Gary Warren, overdue, last 11/06 6MRC

38. Periodontal Report • Scale 1,Case type 3 • Inactive: • Elizabeth Carroll • Wendy Kane • Patients of concern: • Charles Thomas, incomplete • Steven Krywouka • Daniel Schatz • Steve Lakin • Lee Houser • Pamela Jones • Teresa Garcia, diagnosed, no tx given

39. Periodontal Report • Scale 2, Case Type 4 • Inactive: • Johnny Grosnell • Teresa Wells, incomplete,noncompliant • Patients of concern: • Alicia Kryworuka, incompleteScale 3,

40. Periodontal Report • Type 5 • Patients of concern: • Ronnie Lewis, incomplete $issues • Jackie Mayes, last 2/06 several no shows/cancels • Karen Bell, CA appts due to BCBS • Scale 1-3 TeethPatients of concern: • Beulah Fullenkamp, needs follow up • Cynthia Ewing, overdue • Christy Pace, overdue, Arestin placed, no follow up • Brian Weber, overdue CA last appt • Judith Roy, overdue seen 1/2/06 • Lois Brumer, will not be back due to BCBS

41. Periodontal Report • Consider inactivating: • Robert Gregory, will not be back per wife, last appt 1/4/05, last prophy 10/21/04 • Barbara Ziegler, incomplete,phone disconnected • Brian Edwards, overdue & Incomplete, pt moved to Texas.last 1/12/06 • Virginia Byrd • Pamela Edwards • David Rouse • Sherrika James • Tim Yearwood • William Hartman • Vicky Hill • Lonny Smith • Lisa Thomas

42. Reports • Cancellation and Failed Report • Jessica Yancey

43. Holes in Hygiene

44. Cancelled Failed in Hygiene

45. Cancelled Failed in Restorative

46. Reports • Hygiene • Laura Mullins

47. Hygiene Room Utilization

48. Break Time

49. Understanding Personality • Understanding Personality Helps • Determine Wants Needs Desires and Circumstances • Getting the Patient to YES • Developing Report

50. The Visual • 40% of Americans prefer Visual • The visual persons frames and experiences their world through what they see, and how things look. • Visuals are more animated • Large Hand Gestures • Breathe Higher in the Chest • Talk Rapidly with a lot of volume • Hold head Higher than others so they can see what is going on around them • Move Quickly tend to move quickly from subject to another • Look for these Words • Look at this, see what I mean, visualize, get a glimpse, bird’s eye view, let me paint you a picture, I forward to seeing you