How your staff approaches referrals can become second nature by asking patients their opinion, and if it's positive, then asking for that all-important new patient referral. Dental consultants universally agree that patient referrals are the best source of new patients for any dental office. Encouraging patients to refer their friends and family should be a part of your office routine. Even though “everyone knows” they should be asking patients for referrals, it is rarely done on a consistent basis. Accountability—Assign this program to a specific employee so there is accountability. Referral cards• Have at least 1,000 referral cards printed that offer...

Scripts are OK as general outlines for predictable situations (new patient phone calls, etc.). But front desk people need to think on their feet and actually hear what patients are saying and what they mean, and be able to handle each situation accordingly.

a. Don't allow anyone to use petty cash as an ATM, including the practice owner. b. Have some kind of written log/slip system to record cash in and out. c. Use a safe or lock box, and allow only those who need to access having a key or the combination. Kevin Tighe, Cambridge Dental Consultants, Senior Consultant, got bitten hard by the business and marketing bug during long summer days working at his dad's Madison Avenue ad agency. After joining Cambridge as a speaker in the mid-1990s, Kevin went on to become Cambridge’s senior consultant and eventually CEO. Cambridge Dental Consultants is...

1. Make sure your deposit slip matches the cash/checks for the day. This is where you are most vulnerable.  2. Signs of embezzlement in end of day adjustment report are a. Patient refunds b. No cash payments c. Non-approved adjustments/write-offs. 3. Put refund checks in the mail yourself.  4. Lock down your credit card terminal with a code so only the practice owner can issue refunds (thanks Alex).  5. Take note of any employee working unusual hours, living beyond their means or who rarely takes vacations. They may also be unusually territorial or evasive when discussing practice finances.  6.  All staff...