Sally McKenzie is founder and CEO of McKenzie Management. For over thirty years, Sally has immersed herself in techniques, systems and methods to improve the performance of dental practices. Learn more.

Don’t Let Gossip Hurt Your Family-Run Business no Comments

When you own a family-run dental practice, emotions can run high. The dynamics can be pretty complex, and you might find yourself dealing with a lot of negativity and conflict if you’re not careful. As the practice CEO, it’s up to you to establish rules and guidelines to ensure the office runs smoothly. That means …[Read More…]


Hiring a family member? Think about bringing in a consultant to help no Comments

You likely know your family members pretty well. You spend a lot of time with them, after all, so if you’re planning on adding a relative to your payroll, you probably think you have a pretty good idea of which position suites him or her the best. Unfortunately, that most likely isn’t the case. In …[Read More…]


Expectations When Signing On as an Associate no Comments

If you’re thinking about joining a practice as an associate, you probably have certain expectations. That’s great, but it’s important to know they’re very different from the hiring doctor’s expectations—which is why communication is critical to forming a successful arrangement. You likely want to become an associate so you can gain experience before venturing out …[Read More…]


Thinking About Retirement? What NOT to do Before Hiring an Associate no Comments

In my more than 30 years as a dental consultant, I’ve seen many late-career dentists make this mistake. They know they’re going to retire in a few years, so they start scaling back and only treating the cases they actually enjoy. Of course that brings practice revenues down but they’re not worried; they’re going to …[Read More…]


Want to Improve Patient Retention? Focus on Marketing no Comments

The thought of marketing tends to make dentists break out into a cold sweat. Most have no idea how to effectively market their practice and would much rather spend time doing what they love most: diagnosing and treating patients. Unfortunately, without a solid marketing plan, you won’t have many patients to treat. Marketing really doesn’t …[Read More…]


Why Making Practice Changes Could Cost You Patients no Comments

You’re always looking for ways to improve your practice, whether that’s investing in new equipment or adding new services. Usually, change leads to positive results, but there are times when implementing new policies or systems might do more harm than good. The key is to think about how any changes you make might impact your …[Read More…]


What to do when patients are a no-show no Comments

You just got a call from one of your long-time patients. She was supposed to come in for an appointment at 11 a.m., but something’s happened at work and now she’s a no-show. It’s a little before 10 a.m., giving you about an hour to find someone else to take the slot. When patients are …[Read More…]


Cost of Cancellations no Comments

There’s no question cancellations and no-shows lead to chaos in your practice. When a patient calls to say he can’t make it after all, your Scheduling Coordinator immediately starts reaching out to potential replacements, hoping she’ll find a loyal patient who happens to be free and willing to come in. It’s stressful for her and …[Read More…]


Why Patients Aren’t Showing Up For Appointments no Comments

For many practices, broken appointments are just a normal part of the day. Patients call at the last minute to cancel or they just don’t show up at all. This of course sends the practice into a panic as you try to fill the open spots. Sometimes you’re successful and sometimes you’re not. When you’re …[Read More…]


3 Reasons Patient Retention Numbers Are Low no Comments

While a lackluster recall system results in low patient retention numbers, there are other reasons patients don’t come back. Read on for three of the most common and what you can do to make patients want to call your practice their dental home. 1. They don’t feel a connection. Patients want to feel like you …[Read More…]


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