Lessons In Customer Service
Again today I received a harsh lesson in customer service – rather a lesson in how not to do it. Since moving to Windermere in May of last year we have used Massey Services for all sorts of thi...
Senior Ortho Residents Are The Smartest People On The Planet!
I had an interesting conversation with an orthodontic resident Monday at the AAO Annual Session. A couple of friends of mine and I were sitting at a table catching up when a senior resident approached...
NEWS FLASH!!
The kind of bracket you use has very little impact on your “clinical efficiency”. Now before you totally freak out, please allow me to elaborate on the reasons I hold this to be true. If you’ll ...
The Relentless Pursuit of Mediocrity
I recently read the article Key Performance Indicators by Charlene White in Orthotown magazine. Taken at face value, the article is an iteration of “average numbers” though it’s not entirely cl...
Consistent Problems Are Actually Opportunities
Do you have a problem that you have to deal with every single day in your business? Every week? Every month? If you said no I’d question your grasp of the day to day operation of your office, wonder...
20 Million or 100 Million?
I’ve had several conversations of late with orthodontists interested in joining or starting DSOs. They want me to advise them as to how to proceed in any number of variations on a deal that makes th...
Sit Down, Be Humble (or don’t)
I’ve been wondering lately if the definition of humble/humbled has changed without me knowing it so I consulted dictionary.com. Nope. The definition has not changed as you can see for yourself. The ...
Tactics Will Not Cure What Ails Orthodontists
We orthodontists are obsessed with the latest tactic/tip/pearl to do something “better” or faster or more effectively. No matter whether it’s clinical or practice management or marketing or HR, ...
Technology Will Not Fix What Ails Orthodontists
I received this unsolicited email a couple days ago. Honestly, I’m not sure what the phrase “When evolution means revolution” even means but I do know one thing – the “evolution” of “adv...
Systems Are Great
They really are. Awesome scripting, excellent paperwork (physical and virtual), fantastic billing and collections, outstanding organization, super staff hierarchy and job descriptions… all of th...