THE ULTIMATE DENTAL PODCAST

In this episode of the Ultimate Dental Podcast, Dr. David Moffet and John DiJulius discuss the critical importance of customer service in the dental industry. They share personal experiences and insights on how to create exceptional patient experiences, emphasising the significance of micro-moments and service recovery.The conversation also touches on the implementation of effective customer service systems and the lessons learned from struggling brands like Starbucks and Southwest Airlines.In this conversation, Moffet and DiJulius explore the essential elements of building a successful customer service strategy. They discuss the importance of having a clear service vision, the significance of relationships in business, and the need to eliminate employee roulette to ensure consistent customer experiences.The conversation emphasises creating routine and familiarity for customers, recognising the dehumanization of service, and learning from customer service icons. They highlight the power of customer recognition and the necessity of creating memorable experiences, ultimately underscoring the ongoing commitment required to deliver exceptional customer service.What you will learn:[01:20] Introduction and Background of the Hosts[06:04] The Importance of Customer Experience[12:11] Micro Moments and Patient Loyalty[19:53] Implementing Customer Service Systems[26:59] Service Recovery and Customer Loyalty[33:15] Lessons from Struggling Brands[36:47] Building a Service Vision[41:00] The Importance of Relationships in Business[42:49] Eliminating Employee Roulette[46:32] Creating Routine and Familiarity for Customers[51:05] The Dehumanization of Service[53:10] Learning from Customer Service Icons[58:03] The Power of Customer Recognition[62:52] Creating Memorable Experiences[67:22] The Ongoing Commitment to Customer ServiceTakeaways Customer service is about creating the best experience in a client's day. Micro-moments dictate customer loyalty more than outcomes. The patient experience begins as soon as they contact the office. Implementing systems from other industries can enhance customer service. Service recovery can lead to greater loyalty than perfect service. Recognising and greeting customers is crucial for a positive experience. Personal connections with patients enhance their overall experience. Good service can command higher prices in competitive markets. Learning from struggling brands can provide valuable insights. Creating memorable experiences is key to customer retention. We need a service vision to guide our business. Relationships are key to customer loyalty. Eliminating employee roulette ensures consistent service. Routine and familiarity enhance customer experience. Dehumanization of service is a significant issue. Learning from customer service icons can improve practices. Customer recognition fosters loyalty and connection. Memorable experiences are crucial for customer retention. A commitment to customer service is a lifelong journey. Creating a positive experience is essential for business success.Sound Bites "People will pay for good service." "We wanted to be the best experience in your day." "This is the best experience I've had in any business." "Customer loyalty is about the micro-moments." "You can't get away from what made you unique." "You care, you care. I love that." "We have to have a service vision." "It's the relationships that actually get you turning up." "We call that employee roulette." "People love routine and familiarity." "It's not about seeing Dr. Dave every time." "The dehumanising of service is the real issue." "It's about the experience and being made to feel important."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Dr. Maggie Augustyn, a passionate dentist from Chicago. They discuss Maggie's journey as a perfectionist in dentistry, her commitment to continuous education, and the importance of balancing work and family life.In this frank and heartfelt interview, Maggie shares her experiences with therapy, self-acceptance, and the challenges of being a speaker in the dental community. The conversation highlights the significance of mental health, personal growth, and the pursuit of joy in both professional and personal life.What you will learn:[01:20] Introduction to Dr. Maggie Augustyn[03:33] The Journey of a Perfectionist Dentist[11:11] Balancing Work and Family Life[20:07] The Importance of Therapy and Self-Acceptance[27:17] The Challenges of Speaking and Sharing Personal Stories[42:45] Living Life Right vs. Living Life LeftTakeaways Maggie has committed to continuous education, earning three fellowships in dentistry. She views herself as a collector of knowledge rather than a workaholic. Maggie emphasises the importance of therapy in maintaining relationships. She has a passion for surgery and implant dentistry, despite not being a specialist. Maggie believes in the power of sharing personal stories to help others heal. She struggles with the financial aspects of being a wellness speaker. Maggie encourages living life with joy and laughter, rather than perfectionism. She recognises the destructive nature of self-comparison in the dental profession. Maggie has written over 80 articles about life experiences, not just clinical dentistry. She values the importance of self-acceptance and understanding one's strengths.Sound Bites "I will have 23 letters after my name." "I was avoiding maybe being home." "I was just a collector of knowledge." "I needed to make a choice." "I was extraordinarily lucky." "I just love to write." "I love being on stage." "I want to help others heal." "I can't do it at the cost of my relationship."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet reconnects with Anissa Broussard, a former dentist turned marketing expert. They discuss Anissa's journey from clinical practice to building a successful marketing agency, Digital Floss, which focuses on helping dental practices enhance their online presence and patient engagement. The conversation highlights the importance of purpose in business, the challenges of transitioning careers, and the strategies for effective marketing in the dental industry.In this podcast interview, Anissa Broussard discusses the evolving landscape of digital marketing, particularly in the dental industry.She highlights the challenges practices face in navigating their online presence, the rising costs of Google ads, and the shift towards AI platforms for patient engagement.Anissa emphasises the importance of authentic connections with patients and offers strategies for effective content distribution across various platforms. The discussion also touches on the need for dental practices to adapt to changing marketing strategies to remain competitive in the future.What you will learn:[01:20] Introduction and Reconnection[05:33] Transition from Dentistry to Marketing[11:07] Building a Marketing Agency[15:20] The Importance of Purpose in Business[22:02] Creating Effective Marketing Strategies[25:15] The Shift from Google to AI Platforms[30:18] Connecting with Patients Authentically[34:07] Strategies for Effective Content Distribution[41:55] The Future of Marketing in DentistryTakeaways Anissa transitioned from dentistry to marketing after realising her legacy was more than just clinical work. She was the first female dentist podcaster, paving the way for others in the industry. Anissa's marketing agency, Digital Floss, focuses on comprehensive marketing solutions for dental practices. The importance of having a clear purpose in business was emphasized throughout the conversation. Anissa's journey reflects the challenges and rewards of pursuing one's passion. She encourages dental practices to engage with their communities through effective marketing strategies. The conversation highlights the significance of emotional storytelling in marketing. Anissa's experience shows that boredom in clinical practice can lead to new opportunities. The need for dental practices to adapt their marketing strategies in a digital age was discussed. Anissa's story illustrates the power of collaboration and mentorship in professional growth. Practices often struggle to find essential information on their websites. Google ads are becoming more expensive due to changing search behaviours. AI platforms are gaining traction, potentially replacing Google as the primary search tool. Authentic patient connection is crucial for successful marketing. Content should be distributed across multiple platforms for maximum reach. Hiring professionals for video content can enhance marketing efforts. Practices should not be deterred by perceived limitations in their marketing capabilities. Many practices are still using outdated marketing strategies. Consistency in messaging across all platforms is vital. The dental industry must adapt to the changing digital landscape to thrive.Sound Bites "I took that takeaway from you." "I was teaching all of this stuff." "I got bored with doing fillings." "We fly out, we get social media content." "Google ads are costing so much." "In two years nobody's going to be using Google." "We're helping people get seen as their authentic self." "You can hire a video guy to come and do the content." "Google is definitely losing it."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Julie Parker, a trailblazer in the dental industry who became the first non-dentist to own a dental practice in Australia. Julie shares her journey from being a dental nurse to owning a practice and eventually transitioning into coaching and consulting.The conversation explores the challenges of practice ownership, the importance of effective communication, and the current state of the dental industry, particularly regarding mentoring new graduates and the evolving expectations of dental professionals.In this conversation, David Moffet and Julie Parker discuss the critical aspects of running a successful dental practice, focusing on effective communication, employee training, customer service, and the integration of technology like AI. They emphasise the importance of nurturing new employees, addressing systemic issues, and hiring for cultural fit to enhance patient retention and overall practice success.The discussion also highlights the role of trust in patient relationships and the need for practices to adapt to changing dynamics in the industry.What you will learn:[01:20] Introduction to Julie Parker Journey[04:17] From Dental Nurse to Practice Owner[07:18] The Challenges of Practice Ownership[10:07] Communication and People Management Skills[13:14] Navigating Ownership as a Non-Dentist[16:26] Transitioning to Coaching and Consulting[22:20] The Challenges of Mentoring New Graduates[25:12] The Importance of Effective Communication[28:16] The Future of Dental Practice Ownership[34:23] The Importance of Effective Communication in Dental Practices[37:30] Training and Onboarding: Nurturing New Employees[43:34] The Role of Customer Service in Patient Retention[47:12] Finding the Right Fit: Hiring for Culture and Skills[49:32] Leveraging Technology: AI in Dentistry[64:05] Building Trust with Patients: The Key to SuccessTakeaways Julie Parker was the first non-dentist to own a dental practice in Australia. Her journey began as a dental nurse and receptionist. She discovered her passion for dentistry after being exposed to NLP. Practice ownership taught her valuable communication and people management skills. Julie emphasises the importance of resilience in business ownership. She navigated ownership challenges without being a dentist herself. The dental industry is evolving, with younger dentists seeking diverse job experiences. Effective communication is crucial for both employers and employees in dentistry. Mentoring new graduates presents challenges for practice owners. The future of dental practice ownership requires adaptability and continuous improvement. Effective communication is essential in dental practices. Nurturing new employees leads to better performance. Customer service is a key differentiator for patient retention. Hiring for culture is crucial for team dynamics. AI can enhance diagnostic accuracy in dentistry. Trust is fundamental in patient relationships. Systemic issues in practices need to be addressed proactively. Onboarding processes can significantly impact new employee success. Practices should leverage technology to improve efficiency. Creating a positive work environment fosters employee satisfaction.Sound Bites "You were the first non dentist to own a practice." "I wonder if I could own my own dental practice." "I was so comfortable there." "I thought that I can't do that." "Dentistry is primarily a small business." "We need to nurture and grow our team." "Effective onboarding can lead to quicker success." "We need to address systemic issues in practices." "Hiring for culture is crucial for success." "The right fit can elevate the entire practice." ;"Customer service is the key to patient retention." "Customer service can differentiate your practice." "AI is changing the way we diagnose."

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."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet speaks with Sandy Pardue, one of dentistry’s leading consultants, about the enduring principles of dentistry, emphasising the importance of patient relationships, effective systems, and the evolving challenges in the dental workforce.They discuss how maintaining strong connections with patients can lead to better retention and also the significance of personal touches in practice management. The conversation also highlights the need for structured systems within dental practices to ensure efficiency and a positive patient experience.In this conversation, Sandy and David discuss the importance of respecting patients's time, the need for personal connections in dentistry, and how to navigate patient fears and financial concerns. They explore recruitment strategies in a changing workforce, the value of organisation and training in dental practices, and the significance of building lasting patientrelationships.The discussion also emphasises that despite challenges, dentists can still create successful practices by focusing on structure, organisation, and effective communication.What you will learn:[01:20] Introduction and Background[04:07] The Golden Principles of Dentistry[06:20] The Importance of Patient Relationships[11:52] Challenges in Dental Workforce[13:47] Understanding Patient Retention[16:33] The Power of Personal Touch[21:29] Building Relationships with Patients[24:33] The Role of Systems in Dental Practices[29:31] Efficiency and Patient Experience[34:26] Respecting Patients's Time[38:25] The Importance of Personal Connection in Dentistry[42:11] Navigating Patient Fears and Financial Concerns[46:07] Recruitment Strategies in a Changing Workforce[49:34] The Value of Organization and Training in Dental Practices[55:29] Building Lasting Patient Relationships[60:02] Final Thoughts and Future of DentistryTakeaways The principles of customer service and business excellence remain unchanged. Practices need structure, organisation, and accountability. Patient retention is crucial; focusing on relationships can reduce marketing costs. Many practices overlook the importance of the people part in dentistry. A handwritten thank you note can have a greater impact than an email. Understanding patient retention rates is essential for practice success. The dental workforce is shrinking, making recruitment more challenging. Systems and training are vital for a successful dentalpractice. Patients prefer efficiency and quick service during appointments. Building relationships with patients can enhance their overall experience. Respecting patients time is crucial for a successful practice. Personal connections with patients can significantly impact their experience. Patients often have fears and financial concerns that need to be addressed. Recruitment strategies should adapt to the changing workforce landscape. Organisation and training are key to a well-functioning dental practice. Building lasting relationships with patients is essential for retention. Dentists can still achieve their dream practice with the right structure. Effective communication is vital in addressing patient needs and concerns. AI may assist in administration, but personal interaction remains important. Understanding and training staff can lead to better performance and satisfaction.Sound Bites It's about sticking to the golden rules. The people part is the most important. People want to communicate. A handwritten note works better than an email. You have to have systems and a trained team. Patients want to get out quickly. Time is important to everybody. Nobody wants to be in there one minute longer. You need to connect with that patient. Dentistry is still a people business. You need to have structure in your practice. You have to train them to how you want.

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Dr. Julia Jackson, an accomplished oral and maxillofacial surgeon. In this engaging conversation, Dr. Julia Jackson discusses her innovative approach to dental education,emphasizing the importance of hands-on training and theintegration of cutting-edge technologies. She highlights the need for continuous education in dentistry, particularly in areas often overlooked in traditional programmes.They discuss Dr. Jackson's unique journey from studying psychology to pursuing a career in dentistry, her extensive training in oral surgery, and the importance of mentorship in her early career. Dr. Jackson shares her experiences working in various practices and her recent transition to teaching through the International Implant Institute, where she aims to enhance the surgical skills of general dentists.The conversation highlights the challenges and rewards of a dental career, the significance of continuous education, and the need for practical training in dental schools. The discussion also touches on the significance of taking risks and embracing change in one's career, as well as the value of international collaboration in enhancing educational opportunities for dental professionals.What you will learn:[01:20] Introduction to Dr. Julia Jackson[04:30] Educational Journey: From Psychology to Dentistry[07:05] Path to Oral Surgery: Training and Experiences[10:15] Mentorship and Early Career Development[13:21] Transitioning to Practice: Challenges and Decisions[16:22] Establishing a New Direction: Teaching and the International Implant Institute[26:10] Innovative Learning in Dentistry[27:21] Expanding Educational Opportunities[31:02] Taking Risks and Embracing Change[31:47] The Leap of Faith[37:59] International Collaboration in Dental EducationTakeaways Dr. Julia Jackson transitioned from psychology to dentistry, emphasising the importance of understanding patient psychology. She found her passion in oral surgery, particularly in tooth extractions and surgical procedures. Mentorship played a crucial role in her career development, guiding her through the business aspects of dentistry. Dr. Jackson encourages dentists to take leaps of faith in their careers, even when faced with difficult decisions. She founded the International Implant Institute to teach general dentists essential surgical skills. The programme aims to fill gaps in dental education, particularly in implant placement and surgical procedures. Dr. Jackson emphasises the importance of practical training and hands-on experience in dental education. She incorporates CPR and emergency management training into her courses for comprehensive education. Her approach to teaching focuses on building confidence in general dentists to perform more complex procedures. Dr. Jackson's journey illustrates the evolving nature of a dental career and the importance of adaptability.Sound Bites "I loved it. It was fun, to say the least." "It's a leap of faith."" It's a journey of making it up along the way." "I love the variety of life."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Kirk Behrendt, who shares insights on the business side of dentistry. They discuss the importance of time management, the challenges of PPOs, and the significance of creating a unique patient experience.Kirk emphasizes the need for dentists to focus on their strengths and surround themselves with capable team members. The conversation also touches on the future of dentistry and the current employment challenges in the industry.In this interview, Kirk Behrendt and David Moffet discuss the evolving landscape of dentistry, focusing on the challenges of finding and retaining great team members, the importance of core values in team dynamics, and the impact of PPOs on practice profitability. They also explore the role of AI in enhancing dental practices and the future of associate dentists in a competitive market.The discussion emphasises the need for dentists to adapt to changing circumstances and to create an attractive work environment for potential employees.What you will learn:[01:20] Introduction and Guest Background[05:58] The Importance of Time Management in Dentistry[10:34] Navigating the Dental Industry[16:49] Understanding PPOs and Patient Value[22:44] Creating a Unique Patient Experience[28:29] The Role of Customer Service in Dentistry[31:33] Future of Dentistry and Employment Challenges[32:50] The Evolution of Dental Careers[35:25] The Challenge of Finding Great Team Members[40:29] Core Values and Team Dynamics[45:22] Navigating PPOs and Practice Profitability[50:21] The Role of AI in Dentistry[59:17] The Future of Associate DentistsTakeaways Kirk Behrendt is a dental coach who focuses on the business side of dentistry. He is not a dentist. Time management is crucial for success in dental practices. Creating value for patients is essential to avoid reliance on PPOs. Dentists should focus on their strengths and delegate tasks they are not good at. Building a strong team of leaders can free up time for dentists. Incremental changes in customer service can significantly impact patient experience. Understanding the unique needs of patients can lead to better practice management. Dentistry is a noble profession that requires continuous learning and adaptation. The dental industry is facing employment challenges that need to be addressed. Creating a welcoming environment for patients can enhance their overall experience. Dentistry careers have evolved from stable positions to more dynamic roles. Finding and retaining great team members is a significant challenge for dentists today. Core values are essential for creating a cohesive and effective team. PPOs can complicate practice profitability and should be evaluated carefully. AI has the potential to enhance diagnostic accuracy and efficiency in dental practices. Dentists should focus on building relationships with dental schools to find talented associates. Creating a fun and engaging workplace can attract and retain great employees. The future of dentistry allows for flexibility in practice management and patient care. Dentists need to embrace technology to improve their practices and patient outcomes. The next generation of dentists is capable and hardworking, but they seek meaningful opportunities.Sound Bites "I am not a dentist. I do the business side." "Dentistry is a noble profession." "PPOs aren't the issue, you have to create value." "People value what they pay for." "You have to go all the way with core values." "Fee for service is clean." "You can make up the rules in dentistry." "Dentistry is the last bastion of free enterprise." "AI is an incredible gift right now."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews David Harris, a dental fraud investigator, about the complexities of embezzlement in dental practices. They discuss Harris's unconventional journey to becoming a fraud investigator, the evolution of dental fraud, and the common signs of embezzlement.The conversation also delves into the psychology behind theft, the motives of thieves, and the role of spouses in practice theft. Harris shares insights from his extensive experience in the field, emphasising the importance of financial oversight and proactive measures to prevent fraud.In this podcast interview, David Harris and David Moffet delve into the complexities of dental embezzlement, exploring the mindset of thieves, the evolution of theft in the dental industry, and the importance of trust and awareness among dental practitioners. They discuss how technology has changed the landscape of theft, making it easier for thieves to operate undetected, and emphasise the need for dentists to be vigilant andproactive in safeguarding their practices against potential fraud.What you will learn:[01:20] Introduction and Background[03:33] David Harris Journey to Dental Fraud Investigation[11:49] The Evolution of Dental Fraud[16:39] Identifying Signs of Embezzlement[22:13] The Psychology of Thieves[27:37] Understanding the Motives Behind Theft[31:39] The Role of Spouses in Practice Theft[34:38] Understanding the Thief's Mindset[40:29] The Evolution of Theft in Dentistry[45:30] Raising Awareness on Dental Embezzlement[50:25] Trust and Naivety in Dental Practices[56:36] The Rationalisation of TheftTakeaways David Harris's journey to becoming a dental fraud investigator was non-linear and filled with challenges. The majority of dental fraud cases follow familiar patterns, but new methods emerge regularly. Thieves often operate when no one else is around, showcasing their territorial behaviour. Financial oversight is crucial; many practice owners fail to compare collections with deposits. Embezzlers often exhibit signs of living beyond their means, which can be a red flag. The psychology of thieves often involves feelings of underappreciation and a desire for status. Spouses working in practices can sometimes be the source of embezzlement, especially during personal crises. Communication and trust are vital in a dental practice to prevent fraud. Dentists often prioritize clinical work over business acumen, which can hinder practice growth. Understanding the motives behind theft can help practice owners implement better safeguards. Thieves often believe they are smarter than their employers. Many thieves use multiple methods to steal. Technology can create a knowledge gap that benefits thieves. Dentists often trust their staff blindly, leading to vulnerability. Trust should be a dynamic concept that is regularly reassessed. Awareness of dental embezzlement has increased over the years. The rationalisation of theft is common among thieves. Dentists are often unaware of the risks of embezzlement. The dental industry has a high rate of embezzlement incidents. Every dentist has a significant chance of being embezzled during their career.Sound Bites "I found her notebook." "The basics haven't changed." "85% don't do that comparison?" "Thieves are also pretty territorial." "You have to ask why." "The happiest victim ever." "Thieves have three different methods." "Technology creates a knowledge gap." "It makes for tidier stealing." "Dentists trust their staff blindly." "Trust has to be a more dynamic concept."

In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Dr. Grace Sha, an Australian dentist with a unique journey. Grace shares her experiences from her early days in dental school to her challenges with mental health and her eventual transition into public speaking and coaching for dentists. She emphasises the importance of resilience, workplace culture, and the need for burnout prevention in the dental profession.Grace's story is one of overcoming adversity and finding purpose in helping others navigate their own challenges in dentistry. In this conversation, Grace shares her transformative journey from experiencing burnout in her dental career to becoming a beacon of hope and support for others in the field.She discusses the importance of compassion, resilience, and self-care in dentistry, emphasising the need for a supportive workplace culture. Grace also highlights the signs of burnout and offers insights on how to address it effectively, both personally and within dental teams.🔹 What you will learn:[01:20] Introduction to Dr. Grace Sha[05:46] Transitioning from Dental School to Practice[11:23] Overcoming Personal Challenges[17:15] Finding Purpose in Public Speaking[19:55] Helping Others in Dentistry[21:47] Grace's Journey from Burnout to Abundance[30:10] The Importance of Compassion in Dentistry[34:52] Building Resilience in Dental Teams[47:39] Recognizing and Addressing Burnout[50:21] Connecting with Grace: Resources and EventsTakeaways Grace's journey into dentistry was influenced by her father. She believes healthcare is about caring for people. Burnout is a common issue among dentists. Grace's volunteering experiences shaped her perspective on healthcare. She faced significant challenges during her career, including mental health struggles. Grace emphasises the importance of resilience and positive workplace culture. Her experiences in mental health facilities provided valuable insights. She transitioned into public speaking to share her story and help others. Grace's journey highlights the importance of self-reflection and personal growth. She aims to help dentists identify warning signs of burnout and mental health issues. Burnout is defined by the WHO as a syndrome from chronic workplace stress. Compassion for oneself is crucial in overcoming challenges. Building resilience in dental teams is essential for a positive workplace environment. Effective communication within teams enhances patient care. Recognizing early signs of burnout can prevent more severe consequences. Self-care practices are vital for healthcare professionals. Creating a supportive workplace culture can improve staff retention. Understanding the purpose of healthcare helps in team motivation. Utilizing the acronym G.R.A.C.E. can guide individuals in managing burnout. Connecting with mentors and coaches can provide accountability and support.Sound Bites "I was really grateful of my parents for moving to Australia." "I thought it was the easiest way to actually help people." "I had to go through quite a big process to clear my name." "I learned a lot when I was actually living in the psych ward." "I was actually helping other women by sharing my experiences." "Everything happens for a purpose." "I realized I wasn't the crazy one." '"Burnout is a syndrome from chronic workplace stress." "Compassion for yourself is very important." "You can't expect perfection from day one." "Caring for ourselves flows into caring for others." "Self-care is crucial for healthcare professionals." "Your team is an asset, not a liability." "You need to connect with your team as whole humans." "There is always a solution to burnout." "It's important to communicate as a team."