Dental Drills Bits

Practice owner (and longterm user of Sandy's systems) Dawn Kulongowski is an open book today; sharing everything she's enjoyed about Sandy's systems after using them for nigh a decade. With her trademark infectious laugh, Dawn shares amazing and absurd stories with Sandy and Richard.

Accounts receivable looks awful. Insurance is just out of control. Does that describe your office? If so, don't be surprised. This is common! Sandy sees this on the regular. She and Richard teach us the proper workload split with front office staff, getting accurate insurance date before they deny something, so that--above of all--we can turn things around by asking patients and insurance for our money...healthily!   Sandy@ClassicPractice.com 1-800-928-9289 www.ClassicPractice.com

Whether you have to re-allocate existing staff, or hire new, Sandy shows us super specific ways to forge our own front office dream team. Today's subject: your receptionist. What kind of person do you need to work the phones? What does a new patient letter look like? When should they be written? 😯 Grab a notepad and listen in as Sandy shares all this and more. Sandy@ClassicPractice.com 1-800-928-9289 www.ClassicPractice.com

Sandy continues her from-the-ground-up scheduling philosophy. Richard asks about scheduling to a goal, keeping goals consistent, and the checklists and metrics your scheduler MUST know.   Sandy@ClassicPractice.com 1-800-928-9289

When Richard asks Sandy about her scheduling philosophy, she shares her from-the-ground-up dream schedule. Oftentimes, practice owners inherit scheduling systems from sellers. But startup or acquisition, you can start working these systems into your practice now.   www.ClassicPractice.com 

Who's picking up the phone when your practice is closed? Is your front desk demonstrably disappointed and surprised when patients call in to cancel? Sandy digs into these situations and more. Plus, she shares a super-simple secret to learn about broken appointments well before they happen.

Being bad on the phones is the best way to drive away good patients. Sandy and Richard jump right into the best practices in phone etiquette. Grab a pen and take notes as Sandy gives us actionable gems about how many times you should let it ring, empathetic tone of voice, and why being assigned to the phone is not a bad thing--at all!

Richard and Sandy discover where dentists fail to take charge; keeping a "scoreboard", developing a lifestyle of learning, and how not to be afraid of your team. Listen now.   Sandy@ClassicPractice.com

As Sandy continues showing the process of working with her and her team, she talks keeping a 'scoreboard', firing the wrong people the right way, and how she trains your team to build out (and sustain) new, effective systems!   Sandy@ClassicPractice.com

Some of us have reached the point where we don't want more money; we want less stress! Sandy teaches us when it's right to hire a consultant (and when it's wrong). Having helped countless practices uproot deep-set problems, she also shares what it took to help one practice shake free of the stress caused by hurtful employees unwilling to change. Plus, what it's like to work with Sandy and her Classic Practices team.

Last week Richard and Sandy discussed urgency with regard to team members. We now uncover the steps to take to maintain that same sense of urgency when communicating treatment plans to our patients. Sandy gives warnings about consistently mentioning a timeline, proper handoffs to team members, educating patients on the dangers of waiting, and more...

Richard and Sandy jump into a conversation about urgency. With only a little urgency, we can fill dropped appointments faster, collect more overdue accounts, and reduce the amount of diagnosed treatment that goes unscheduled--plus, the simplest thing in the world your team could be doing now to get started. ** Take an online sample Wonderlic test now.

Dr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, after asking Sandy to sound off on the subject of morning huddles, we get a constant stream of actionable info. Who should attend, team members' actual responsibilities, and the antidote to the perceived need to micromanage are all covered in detail.

Dr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, Richard strikes gold. When he mentions his friend's chaotic team meetings, Sandy opens up a treasure chest of information for the rest of us! When to schedule team meetings, how to make effective agenda outlines, KPI ownership (and a lot more)--all inside.

In this eye-opening episode of Dental Drill Bits, Dana and Sandy Pardue tackle a topic few talk about openly — why some dentists genuinely love their profession while others can't wait to get out. Drawing from Sandy's experience consulting with over 600 dental practices, they reveal the defining difference: the dentists who thrive understand business and leadership, not just clinical care. Together, they unpack why mastering people skills, systems, and practice management can transform dentistry from stressful to deeply fulfilling. From learning how to manage money and motivate your team to leading with gratitude and balance, this episode is packed with mindset shifts to help you fall back in love with dentistry. If you've ever thought, "I hate being a dentist," this episode will remind you—it's not the dentistry, it's the missing business tools. You can learn those. You can take control. And you can love your work again. Key Takeaways Business knowledge is the bridge between burnout and balance. Leadership and communication skills create calm, confident teams. Systems bring structure, and structure brings freedom. Appreciation and consistency are stronger than pay raises. Detachment and compassion prevent emotional exhaustion. A strong leader defines vision, sets expectations, and celebrates wins. You can't buy culture—you build it through trust and gratitude. Reignite your love for dentistry by investing in your people and yourself. 🎧 Listen Now: Dental Drill Bits on Apple Podcasts 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com

In this episode of Dental Drill Bits, Dana and Sandy dive into one of the most challenging scenarios in any dental practice—when a team member refuses a task that's part of their role. Inspired by a real Dentaltown post, Sandy breaks down what's really behind these moments, from unclear expectations and lack of training to blurred lines of authority. She shares how leaders can respond calmly, communicate clearly, and reset accountability without damaging trust. Dana adds perspective on balancing empathy and authority, and how understanding communication styles can help prevent tension before it starts. Together, they offer practical, real-world advice to help practices turn moments of conflict into opportunities for clarity and growth. 💡 Takeaways Most refusals come from confusion, not defiance. Clear systems and written expectations prevent recurring issues. Communication—both verbal and written—is the foundation of trust. Leaders must stay approachable while reinforcing accountability. Consistency in expectations leads to predictable, positive outcomes. 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com

In this episode of Dental Drill Bits, Dana and Sandy discuss the importance of measuring team energy and performance metrics in dental practices. They emphasize that while patient care is paramount, tracking statistics can enhance care quality and team morale. The conversation explores the concept of buy-in from team members, the significance of accountability, and how metrics can serve as tools for improvement rather than judgment. The episode concludes with actionable steps for practices to foster a positive culture through measurement and celebration of achievements. takeaways Your team's energy is crucial for productivity. Statistics can enhance patient care, not detract from it. Tracking metrics helps connect efforts to results. Buy-in from the team is essential for success. Purpose should always come before profit. Celebrating small wins boosts team morale. Metrics can reveal blind spots in practice management. Accountability fosters a culture of improvement. Positivity is contagious within a team. Consistent actions lead to predictable outcomes. 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com ✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com Save $100 with code SecretSauce

💡 Episode Summary: In this week's episode of Dental Drill Bits, Dana Pardue and Sandy Pardue tackle a topic every dental team faces but rarely talks about — complaining about patients. What starts as harmless venting can quietly poison your team's morale and even drive productivity down. Dana and Sandy unpack how negativity spreads through emotional contagion, why gossip never stops at patients, and how leaders can recognize when venting has crossed into toxicity. Sandy shares real-world examples from decades in consulting — from Dentaltown discussions to lessons learned working alongside Dr. Westerman — revealing how great teams turn patient frustrations into opportunities for better systems and stronger relationships. Dana adds insights from psychology studies, showing how negativity lowers initiative and innovation across teams. Together, they explore practical strategies to build a positive culture: using staff meetings as reset points, coaching through gossip, and creating team agreements rooted in empathy and gratitude. The episode closes with a challenge to listeners — smile first, meet people where they're at, and watch how kindness changes the energy of your practice. 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com Plan Forward The #1 membership plan platform for dental practices — simple, secure, and patient-friendly. 👉 www.PlanForward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.MangoVoice.com ✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com Save $100 with code SecretSauce

Episode Summary This week on Dental Drill Bits, Dana and Sandy open up about real-world customer service experiences that prove just how important it is to put yourself in the patient's shoes.  Dana kicks things off with her eye doctor visit, from tiny-font registration forms to confusing waiting rooms and perfume-passing that crossed the line. She then shares what her tire appointment taught her about easing patient anxiety and making sure customers leave with confidence. Sandy brings her own story to the table about trying to buy fireplace logs, only to be talked out of making the purchase by the very person answering the phone. Together, they explore what it means to honor the customer's current concern, anticipate their questions, and create experiences that build trust. If you've ever wondered how the smallest details can make or break customer loyalty, this episode will make you rethink every touchpoint in your practice. Key Takeaways Always imagine yourself in the customer's position—what feels confusing vs. reassuring? Honor the customer's current concern, even if you think they need something else. Anticipate wants, questions, and needs before the customer even asks. Every interaction is an opportunity to build confidence—or lose it. 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com ✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.

In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury continue their step-by-step Hiring Series with one of the most sensitive and risky steps: the job offer. Too many dental practices skip this or handle it haphazardly, leaving themselves open to misunderstandings, legal trouble, and even losing great candidates. Sandy and Dana walk you through why offer letters matter, what must be included, and how to avoid turning them into binding contracts. From conditional vs. unconditional offers, to pay pitfalls (why you should never state an annual salary), to the benefits and reporting structure every candidate deserves in writing—this episode is a playbook for clarity, compliance, and culture. You'll also hear real stories from the field, red flags to watch for, and the right way to pair a congratulatory phone call with a solid written offer. If you want to protect your practice, set clear expectations, and welcome new team members the right way, this episode is a must-listen. Takeaways: Every job offer should be conditional on something, background checks, license verification, or I-9 documentation. Avoid stating annual salaries; use hourly, weekly, or monthly to stay compliant. Offer letters should spell out pay, benefits, start date, reporting structure, and expectations—clearly and concisely. Always include at-will employment language (where applicable by state). Never promise future raises or bonuses in writing—leave those for separate agreements. Give candidates a clear deadline to accept, so you don't lose momentum with your second choice. 🔊 Episode Sponsors: Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.identitydental.com Plan Forward The #1 membership plan platform for dental practices—simple, secure, and patient-friendly. 👉 www.planforward.io Mango Voice VoIP that works for dental practices. Elevate your phone systems and never miss a patient call again. 👉 www.mangovoice.com ✨ Upcoming Event – Don't Miss Out! Want to take your front desk skills to the next level? Join Sandy Pardue and the Classic Practice team for Front Desk Pro in Las Vegas on Friday, November 7, 2025. This one-day seminar is packed with proven systems to reduce cancellations, boost treatment acceptance, and transform your patient experience. Register now at 👉 www.ClassicPractice.com and save $100 with code Secret Sauce.