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.

What happens when a termination feels clear to leadership—but not to the employee? In this episode of Dental Drill Bits, Dana Pardue Salisbury and Sandy Pardue unpack a surprisingly common scenario: an employee is told they're being let go, only to return to work days later like nothing happened. Through real dental office experiences and a famous Larry David story that inspired a Seinfeld episode, they explore the psychology behind denial, shame, and stress—and why documentation and written follow-through aren't HR formalities, but essential leadership tools. You'll learn how unclear communication creates risk, why verbal conversations fail under stress, and how systems, separation notices, and documentation protect the practice, the team, and the patients watching it all unfold. Special thanks to our sponsors: 📣 Identity Dental Marketing – Strategic, ethical, brand-aligned marketing that works. Learn more at identitydental.com 📊 Practice by Numbers – A unified platform that brings performance, workflows, and insights into one system—creating accountability without pressure and helping practices make smarter, data-driven decisions. Learn more at practicebynumbers.com 📲 Join the conversation! Have you ever experienced a situation where expectations weren't as clear as you thought? Share your story in the Dental Drill Bits Facebook Group—we may feature it in a future episode.

What if your marketing isn't the problem—but your expectations are? In this episode, Dana and Sandy welcome Grace Rizza, the powerhouse behind Identity Dental Marketing, to break down why most dental campaigns fall flat—and what actually works. From unethical agencies to underfunded ad budgets, Grace unpacks the truth most marketers won't say out loud. If you've ever felt burned by a marketing agency, overwhelmed as a startup, or scared to go fee-for-service—this one's for you. You'll learn how to: ✅ Spot the difference between strategic marketing and expensive guesswork ✅ Avoid wasting thousands on low-quality leads and poor conversion ✅ Set realistic expectations for Google Ads and SEO ✅ Know when your marketing isn't the problem—your front desk is ✅ Confidently budget and brand your way to sustainable growth 📓 Listener Challenge: Review your last 6 months of new patient numbers. Are you tracking the right data? Is your marketing converting—or just collecting clicks? Key takeaways: 👉 You can't market your way out of bad conversion. Start with honest analysis. 👉 Dabbling in ads (like $1,000/month on Google) is worse than doing nothing. 👉 Fee-for-service practices need stronger branding, not just lead generation. 👉 Your front desk is your filter—train them or waste your marketing dollars. 👉 Success starts with realistic expectations and total ownership of your results. 🔊 Special thanks to our sponsors: 📣 Identity Dental Marketing – Strategic, ethical, brand-aligned marketing that works. Learn more at identitydental.com 📲 Join the conversation! What marketing myths have you had to unlearn? Share your experience in the Dental Drill Bits Facebook Group—we may feature your insight in a future episode!

Episode Description Most managers don't avoid tough conversations because they're hard. They avoid them because they're awkward. In this episode of Dental Drill Bits, Dana and Sandy tackle the real-world issues that show up in nearly every dental practice: sloppy scrubs, chronic tardiness, missed clock-ins, appearance concerns, and employees who seemed perfect in the interview but show up very differently on the job. The problem isn't the people. It's the lack of clear expectations. Sandy shares decades of experience helping doctors and managers shift these conversations away from emotion and back to policy, systems, and consistency. Together, they walk through how strong onboarding, written policies, documentation, and leadership modeling prevent most of these issues before they ever escalate. You'll learn how to: Address uncomfortable topics without damaging relationships Keep conversations focused on business standards, not personal judgment Know when to observe, when to remind, and when behavior becomes a performance issue Use documentation to protect the practice and fairly support employees Build a culture where professionalism is expected, not policed If you've ever delayed a conversation hoping the problem would fix itself, this episode will give you the language, confidence, and structure to lead clearly and compassionately—starting from day one. What You'll Learn • Why unclear expectations turn small issues into awkward conversations • How onboarding sets the tone for accountability • Why employees often forget policies—and how to reset them • How to lead correction conversations without emotion or defensiveness • When and how to reference policies effectively • Why consistency matters more than confrontation • How clear expectations protect both leaders and teams Episode Sponsors Identity Dental Marketing Looking to stand out in a crowded market? Identity Dental Marketing builds brands that convert. 👉 www.IdentityDental.com

Episode Summary Tracking statistics does not have to feel like micromanagement or extra work. In this episode of Dental Drill Bits, Sandy Pardue and Dana Pardue Salisbury break down why teams push back on numbers and how leaders can shift compliance into cooperation. You will learn how the right statistics eliminate micromanaging, create clarity, and help teams feel confident in their roles. Sandy shares real world examples from decades in dentistry, practical ways to assign metrics by position, and where practices should start if statistics have never been consistently tracked. What You'll Learn • Why teams resist statistics when they feel like pressure or blame • How tracking numbers reduces micromanagement • Why statistics should align with what each role can control • The danger of waiting until year end to evaluate performance • Where to start if your practice feels overwhelmed by numbers • How statistics support patient care and reduce chaos • How monthly reviews turn numbers into leadership tools Episode Sponsors This episode is sponsored by: Identity Dental Marketing Helping dental practices grow through clear messaging, branding, and marketing systems designed specifically for dentistry. Plan Forward Providing in house membership plans that improve collections, patient loyalty, and financial predictability. Upcoming Event Front Desk Pro In-Person Seminar May 8, 2026 in New Orleans, Louisiana www.classicpractice.com Promo code for $100 off tuition: Secret Sauce Subscribe and Share If this episode resonated, share it with a colleague or manager who is struggling with team buy-in around statistics. Subscribe to Dental Drill Bits so you never miss an episode.

Episode Summary Most dental practices don't actually have a referral problem — they have a system problem. In this episode of Dental Drill Bits, Sandy Pardue and Dana Salisbury break down why referrals don't happen by chance, how inconsistent service and communication quietly sabotage growth, and what simple systems practices can put in place to earn consistent, high-quality referrals. Through real-world service examples, team accountability strategies, and practical chairside scripts, this conversation shows why referrals are a byproduct of confidence, consistency, and gratitude — not hope. What You'll Learn in This Episode • Why referrals are built through systems, not luck • How phone experiences and follow-up impact word-of-mouth • When and how team members should confidently ask for referrals • The most natural moments in the patient journey to introduce referrals • Why referred patients accept treatment and stay loyal longer • Referral incentive considerations and state regulations to know • A realistic referral benchmark every practice should aim for • How gratitude systems drive repeat referral behavior • Simple ways to track and celebrate referrals with your team Key Takeaways • Referred patients are more loyal and more likely to accept treatment • Team confidence directly influences referral outcomes • If team members aren't referring their own friends and family, that's a red flag • Asking for referrals is not pushy when it's genuine and well-timed • Gratitude and follow-up multiply referral behavior • Internal marketing delivers some of the highest ROI in a practice Thank You to Our Show 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

Episode Summary In this strategic and energizing episode of Dental Drill Bits, Dana and Sandy unpack one of the most overlooked drivers of practice stability and growth, your annual planning session. Together, they walk through the questions, metrics, team conversations, and leadership decisions that set the tone for a productive, organized, and profitable new year. Sandy shares her trusted framework for evaluating practice performance, identifying bottlenecks, and turning missed opportunities into measurable goals. Dana breaks down how to communicate the importance of an annual planning meeting to your team—even if you haven't done one in a few years. From KPI awareness and production forecasting to team agreements, CE planning, and SOP check-ins, this episode gives practices everything they need to create a clear, motivating roadmap for 2026. If you want to stop drifting into the new year and instead design it—this episode is your guide. Show Notes In This Episode, You'll Learn: Why most practices drift into the new year unprepared—and how to fix it The must-track KPIs for evaluating your year-end performance How to hold a productive annual planning meeting (without turning it into a gripe session) What your team really needs to contribute meaningful input How agreements, policies, and SOPs eliminate frustration and set expectations How to turn dropped statistics into 2026 wins Why tracking new patient sources matters more than ever How to anticipate "slow" months and outflow your way into a full schedule CE planning and skill inventories for every position The importance of setting daily and hourly production goals Updates your website and systems may be overdue for The role of communication in shaping team culture and patient experience 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 for dental practices that want fewer missed calls, better patient communication, and stronger scheduling. 👉 www.MangoVoice.com   Links & Resources Email Sandy for details on Front Desk Pro Virtual Training: sandy@classicpractice.com Follow us on Facebook: Dental Drill Bits Share this episode with your office manager, dentist, or colleague!