“Dental Practice Success: It's All About Relationships.” with Janice Hurley

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Janice Hurley, a renowned dental consultant and speaker. They discuss Janice's career evolution from image consulting to dental consulting, the impact of COVID-19 on dental practices, and the importance of leadership and team dynamics in maintaining a successful practice. Janice shares insights on employee retention, the significance of customer service, and thegenerational changes affecting the dental profession.In this conversation, Janice Hurley and David Moffet discuss the essential elements of successful dental practices, focusing on leadership, team dynamics, and the importance of empathy in patient interactions. They explore how technology has transformed patient engagement and the necessity for dental professionals to adapt to these changes.The discussion emphasizes the significance of curiosity in understanding patient needs and the role of self-confidence in building genuine relationships. Additionally, they touch on the importance of effective sales coaching in the dental industry and how it can enhance customer engagement.What you will learn:[01:20] Introduction and Background[04:14] The Evolution of Janice's Career[07:30] Trends in Dental Practices Post-COVID[10:19] Leadership and Team Dynamics in Dentistry[13:16] The Importance of Employee Retention[16:06] Customer Service and Team Happiness[19:18] Generational Changes in Dentistry[28:09] Leadership and Team Dynamics in Dentistry[30:00] The Evolution of Patient Interaction and Technology[32:10] Empathy and Patient Experience[38:00] The Importance of Curiosity in Patient Care[41:52] Sales Coaching and Customer Engagement[45:51] Self-Confidence and Genuine Interest in RelationshipsTakeaways Janice’s career began with image consulting, shifting later into dental consulting. COVID-19 has changed team dynamics in dental practices. Leadership is crucial for employee retention. Happy leaders create happy teams. The importance of onboarding new employees effectively. Women are increasingly represented in dental speaking engagements. Practices need to empower their teams for better performance. Customer service skills are essential in dentistry. Generational changes are affecting commitment to dental careers. Bad bosses lead to high employee turnover. Leadership and team dynamics are crucial for a successful practice. Empathy in patient interactions enhances the overall experience. Technology has changed how patients find and interact with dental practices. Curiosity about patients needs leads to better care. Sales coaching should focus on understanding customer needs, not just product features. Self-confidence in decision-making is vital for effective leadership. Creating a welcoming environment is essential for patient retention. Simplifying patient paperwork can improve the initial experience. Building relationships is key to patient loyalty. Practitioners should prioritise genuine interest in their patients.Sound Bites "I do it less than I used to." "Don't ask for approval." "It's better to make small steps." "You can't stand back by the door." "Your job is to be curious." "It';s all about relationships.""People buy from those they like." "Stay present and be interested."