-
As a new year begins, one cannot help but reflect. This year, in particular, probably because it is the Millennium, nostalgic thoughts are triggered, and plans for new things are coming from every direction.
We look forward to continuing to gracefully connect friends… new and old. Over the last eight years, we have created a means of expression that orthodontic practices can use to share positive goings-on with each other. Remember, we invite your participation and encourage the submission of practice tips and meaningful stories for the Nectar Connection; you must send at least one idea a year.
I continue my full workload with clients (80-90 consulting days a year) and the volunteer efforts for Amrita University in India.
We all have much to be grateful for as the new year unfolds.
Appreciatively,
Karen MoawadWhen our patients come in for their orthodontic visits, we evaluate their oral hygiene. Our method of grading is pass or fail. If the patient has failed, we apply a fluoride varnish Duraphat (Colgate Oral Pharmaceuticals, Inc.) to the upper and lower cuspid to cuspid regions. This varnish is effective for the prevention of decalcification. We ask the patient to refrain from eating for two hours after the application and not brush for six hours. We inform the patient/parent that we have treated the areas of poor hygiene with this fluoride coating. The patient/parents really appreciate the above and beyond care and concern we show by doing this.
Dr. Larry J. Radney and Staff
Webster, TXPancakes
Six-year-old Brandon decided one Saturday morning to fix pancakes for his parents. He found a big bowl and spoon, pulled a chair to the counter, opened the cupboard, and pulled out the heavy flour canister, spilling it on the floor. He scooped some of the flour into the bowl with his hands mixed in most of a cup of
He added milk and some sugar, leaving a floury trail on the floor, which by now had a few tracks left by his kitten. Brandon was covered with flour and getting frustrated. He wanted this to be something perfect for his Mom and Dad, but it was getting very bad. He didn't know what to do next, whether to put it all into the oven or on the stove (and he didn't know how the stove worked)!
Suddenly he saw his kitten licking from the bowl of mix and reached to push her away, knocking the egg carton to the floor. Frantically, he tried to clean up this monumental mess but slipped on the eggs, getting his pajamas white and sticky. And just then, he saw Dad standing at the door. Big crocodile tears welled up in Brandon's eyes. All he'd wanted to do was something good, but he'd made a terrible mess. He was sure a scolding was coming, maybe even a spanking. But his father just watched him.
Then, walking through the mess, he picked up his crying son, hugged him, and loved him, getting his pajamas white and sticky in the process. That's how God deals with us. We try to do something good in life, but it turns into a mess sometimes. Our marriage gets all sticky, we insult a friend, we can't stand our job, or our health goes sour. Sometimes, we stand there in tears because we can't think of anything else to do.
That's when God picks us up, loves us, and forgives us, even though some of our mess gets all over Him. But just because we might mess up, we can't stop trying to "make pancakes" for God or others. Sooner or later, we'll get it right, and then they'll be glad we tried...
Karuna Poole
Seattle, WAI enjoy reading the Nectar Connection and I hope this pearl will be suitable for publication.
In our office, several staff members are responsible for sterilizing instruments. We utilize a dry heat sterilizer with a light that glows when the sterilization cycle is completed. When the door to the sterilizer is opened or when the sterilizer is turned off, this indicator light shuts off. All staff members can’t know whether the instruments have been sterilized. Some items were unnecessarily re-sterilized when there was no need to do so. This is also a problem when instruments are left in the sterilizer overnight, and the person sterilizing them in the morning is unaware of their status regarding sterility.
To eliminate loading dirty instruments with clean ones or sterilizing the same instruments twice, we found a sliding panel indicator that shows whether the instruments are clean or dirty. It is a 4” x 1” device that is used for dishwashers, and it is called the Dishwasher Alert. The adhesive backing mounts to any smooth surface. It is made of durable plastic and is available in white or black. A person merely slides the indicator dirty or clean to indicate the status of the sterilizer contents. It is available from Sporty’s Tool Shop for $5.50 plus shipping charges. The stock number is 1655T and can be ordered by calling (800) 543-8633.
Dr. William F. Marsh
Tampa, FLThis is an idea we want to share. December is typically a slow month for new starts due to the holidays. Last year, we had an open house during the first week of December and had the best Mexican restaurant in town cater the food. We invited all dentists and staff who have referred even one patient during the year. It was a huge success. We sent a clever invitation to “kick off the holidays” party. The catering company decorated and cooked fajitas on site. Everyone commented on how they enjoyed the Mexican food after Thanksgiving, including turkey and turkey leftovers for a week. We received many new referrals that month and December 5th is our 2nd Annual Open House
Lou Wyrick
Office of Dr. James R. Williams
Austin, TXWe had a young boy in with his brother who was getting bonded. Everything was going fine until the younger brother noticed the cotton rolls. He said to the assistant, “You can’t use those! He’s allergic to marshmallows.” We had a good laugh and thought we’d pass it along.
Tracy Reid, Dental Assistant
Office of Dr. G.H. Pinsonneault
Cold Lake, Alberta, CanadaLike many offices, we have a huddle every morning. A few months ago, we started concluding the meeting by having a staff member share an inspirational thought, story, or experience. This helps us focus not just on the problems but also allows us to start our day on a positive note. This “duty” is rotated among all team members. This reinforces the idea that each of us (knowingly or unknowingly) contributes to the thoughts and moods of the team.
Dr. Donna Ebert
Fort Collins, COPS The Nectar Connection is often used as the source of our morning inspirational thought.
Some adult patients are sensitive to irritation from elastic chain, particularly when the chain spans several teeth as it might for space closure or rotational control. Since necessity is the mother of invention, in responding to a complaint from an adult patient, we devised a way to protect the cheek and tongue from the irritating elastic chain.
Use hollow gray tubing with a reasonably large lumen. Cut the tubing approximately 3 mm shorter than the distance the chain will span, then thread a ligature wire through the tube and use the ligature to pull the chain back through the tube. The chain that protrudes through the tube can be attached to the brackets and the tube serves as a shield for the soft tissue.
Office of Dr. Gary Jacobs
Greensboro, NCA Little Birthday Fun
We work for a dentist in Virginia Beach, Virginia, and he just had his 50th birthday. We wanted to do something special for him. We started the day off with a limousine, picking him up at his house with breakfast waiting for him. Another surprise hidden for him in the limo was the most current issue of “People Magazine” (the sexiest man issue), and we blew up a picture of him and glued it onto the magazine. It looked authentic. We have fooled many people. Everyone was waiting for him on the corner with balloons and a Happy Birthday sign. We had the office decorated with black and silver balloons and black streamers. As the day progressed, we presented him with a cake, lunch, and a special present. Our doctor is very adventurous, and we needed the perfect gift. We all got together and purchased him a Hot Air Balloon ride. Then we called the local radio station and dedicated a song to him. He was afraid to look around any corner by now. The last gift we had was champagne at the end of the day. He was very appreciative of his day. We all had such a good time, and we know we made his 50th special.
Staff of Dr. Townsend Brown, Jr.
Virginia Beach, VirginiaIn our office, many patients come straight from work or school; therefore, they have not always had time to brush their teeth. Unfortunately, their breath is sometimes unpleasant. We have discovered that applying a couple of drops of Alginate flavoring to our facial masks helps conceal bad breath and odors.
Staff of Dr. R. Wayne Thompson
Shawnee, Kansas“The trouble with most of us is that we would rather be ruined by praise than saved by criticism.”
~ Author Unknown
It’s incredible what can happen when we focus on the positive. Each day, we watch for great things (large or small) in our office. We call them “STARS.” We write them down on a Post-it note and put them in a container in the staff room. At the end of the day or lunch, we read the STARS to everyone. This helps to leave things on a positive note. Everyone loves to know the things they are doing RIGHT!
Gayle Eckert
Office of Dr. Rand Bennett
Salt Lake City, UTTo get our patients more enthused about oral hygiene, wearing elastics, headgear, bite plates, and being on time for appointments, we offer an incentive—a chance to win a new bike. For seven months, we monitored and charted all aspects of treatment cooperation. We award one ticket per excellent appointment. At the end of the incentive period, we place all the tickets from each patient and select a lucky winner. The bike hangs in the corner of our treatment operatory. The bike is a donation from a local bike store, so we allow them to advertise in our office. Our patients are excited when they see the bike; cooperation is close to 100%.
Dr. Clarence J. Red III
Joliet, ILWhen a current patient sends us a new patient exam, we thank them by sending a rose in a vase to their home address. If they send three or more new patient exams, we will send them a restaurant gift certificate.
Shelley Swafford
Office of Dr. Ted R. Pope
Englewood, OHWe have a contest with a theme and rules each month on a bulletin board. For November, we had a “Pluck and Win” contest with a sizeable full-feathered turkey with removable tail feathers. On the back of each tail feather is something written (e.g., “Sorry, try again” or “You won a Level 2 prize”). Prizes are numbered from 1-4. Each number signifies a prize level from “junk prizes,” which could be small plastic treasure chest toys to candy bars to $5 and $10 prize giveaways.
Christine S. Davis, Receptionist
Office of Dr. Charles B. Jackson, Jr.
Vernal, UTFor National Orthodontic Health Month, we gave our patients bookmarks and pencils. We took the logo for National Orthodontic Month, copied it on cardstock paper, and then laminated it. They turned out cute and the patients loved them. We also gave out Halloween pencils. The pencils were a big hit with the patients, kids, and adults! We also had a pumpkin weight-guessing contest. The patients and even parents got involved! Our office had a blast with National Orthodontic Health Month!
Each month, we designate a day called “Theme Day.” Our theme day for September was “Football Day,’ to kick off the football season. The office was decorated with streamers and balloons, and staff wore their favorite team shirt. October was Halloween day, and we wore Halloween shirts. Future theme day suggestions are 50’s. 60’s, 70’s, crazy hair day, and basketball day. Patients seem to love to come in when we are having our “Theme Days”!
Traci McDaniel
Office of Dr. Mack L. Rose
Norman, OKWhen we have patients asking us when they will get their braces off, we show them a laminated sign that says:
Elastic Wear
The “Haves” and the “Have Nots” can be
traced back to the “Dids” and the “Did Nots”.
It lets them know they’re in control of their removal date!
Dr. Mark Detrick
El Toro, CAWe are starting a new contest and would like to share it with you. Of course, we are in the business of creating beautiful smiles and thought that a smile contest would be fun. We cut out celebrity’s smiles, took a picture of Dr. Sellers, and even included a baby’s adorable smile (labeled as “future patient”). The patients match the person with the smile, and the winners are placed in a pool. One winner is drawn and receives a special prize. Our patients and their parents always enjoy a contest, especially when there’s a prize involved!
Office of Dr. Keith T. Sellers
Charlotte, NCI saw the following on the outside bulletin board of a school. It was very appropriate.
“If you don’t have time to do it right the first time, when will you have time to re-do it?”
~ Author Unknown
Dr. James Oleskevich
St. Louis, MOHere’s a helpful tip: We soak our scalers and band pushers in straight “Fantastic” before cold sterile. This helps to break down stubborn adhesives. Following cold sterile, we use a Cox sterilizer. If adhesives remain after that, we use our micro-etcher to remove any traces. The Fantastic works great! We’d buy it by the gallon if we could.
Office of Dr. Keith T. Sellers
Charlotte, NCWe don’t mind when younger siblings come back to the clinical area to observe a big brother or sister’s treatment. However, many of them climb on chairs, pick up instruments, etc., even under mom’s watchful eye. We recently moved to a new office and designed a specific kid’s area to entertain younger siblings. We have kid-sized chairs, toys, and books. We also put in a TV VCR and have appropriate videos for the little ones to watch. This not only helps to keep the younger siblings happily occupied but also helps to keep the clinical area under control.
Dr. Christine E. McKenna and Staff
Wakefield, MAIn our orthodontic practice, patients are given a payment book with tear-out stubs to return with monthly payments. Within the payment book, we have added friendly reminders to visit the dentist for regular cleaning. We ask that the dentist sign and date this slip and the patient return it to our office for a surprise. This surprise is a coupon for ice cream at a local ice cream store. Enclosed is a sample of this slip. We enjoy reading The Nectar Connection and learning from other offices nationwide. Keep the good ideas pouring in.
A FRIENDLY REMINDER: OUR RECORDS INDICATE IT IS TIME TO SCHEDULE YOUR REGULAR CLEANING AND CHECK-UP WITH YOUR GENERAL DENTIST.
Please return this signed form to our office after your appointment with your dentist. We will send you a surprise in the mail.
Dentist Signature Date
Patient Name________________________________________________
Lynn Headley
Office of Dr. Lisa King
Albuquerque, NMAt Connor-Apicella Orthodontic Associates, Dr. Apicella and Dr. Korch remember to share their good fortune with the community from which it comes.
In addition to standard donations to benefit things such as youth sports programs and high school music productions, last year, the practice sponsored a food drive to benefit a local food pantry. Patients who brought a non-perishable food donation to their appointment were rewarded with a mouse pad (bearing our logo, of course!).
This November, the doctors, staff volunteers, and all willing spouses have scheduled an afternoon and evening at a local soup kitchen to prepare and serve a special home-cooked meal to approximately 90 of this area’s homeless and less fortunate people. The practice is also donating the ingredients for this meal.
By taking an active role in our community, we hope to contribute to bettering the world around us while becoming a closer and more effective staff.
Mary Slyder
Conner-Apicella Orthodontic Associates
Carlisle and Mechanicsburg, PATaking impressions is usually a patient’s least favorite activity in the orthodontic office. Our office has devised a simple, easier way to take impressions for bonded retainers. Instead of using an impression tray and getting an impression of all the unnecessary posterior teeth, we use a “patty.” The “patty” is just one scoop of alginate instead of three; all you do is set it on the anterior teeth until it is set. It produces a nice, small impression of the lingual of the anteriors. It is much easier for the patient, reduces the number of impression trays and alginate used, and saves time for the lab technician overall. We have found it to be a significant innovation in our office!
Drs. Smith and Smith and Staff
Americus, GA“Guide me, Perfect Angel……”
I feel like I have known you forever, even though we have never met,
What a remarkable lady you must have been, perfect outside and in.
I see your personality every time he shows a smile,
Listening and learning about him all the while.
I feel your warmth and love when my arms are around him,
Especially when I look at his childlike grin.
How do I tell you what I want you to know?
How do I find the way to let it show?
That I love this child so very much … could it be?
I love this child as you do, but I forget you can see.
I guide him and hope that one day, he will know,
I love him with a mother’s love and wish it will somehow show.
I often wondered why God would take you from this precious child,
But after studying this question, I found the answer.
God needed a perfect lady to sit at his side,
He needed an Angel to spread her wings wide.
So, one day, he picked you out from all the rest,
Because he knew that you would make the very best.
So perfect, Perfect Angel, take me under your wing
Please help me, guide me, and teach me to sing
The lullabies to your baby so fair,
To tuck him in bed with tender love and care.
Guide me and help me teach him to be a man,
Giving him all the love that I possibly can.
Oh, perfect Angel, look down from above,
Guide me with your tender love.
Help me make his dreams come true,
Keeping the memories of you shining through.
You see the time that we will share,
And see just how much I really care.
My promise to you, perfect angel, is this.
You will always be there with him in my every kiss.
He will always know how special you are,
Even though you love him from afar.
Your love is priceless, and your love is kind
Your love will always be with him … till the end of time.
~Faye Hopper
From the office of Dr. Jesse B. Ehrlich
Venice, FLAt our office, we feel getting to know our referring dentist’s staff is essential. Dr. Killebrew supplies lunch to allow us to get acquainted with them. The two doctors do not attend, and during this lunch, our staff gives a short, informal presentation on orthodontics. We take a video and a few “tools of the trade” to demonstrate our work. Our last lunch was a great success. The dentist even called to take Dr. Killebrew to lunch as a thank-you because his staff had such a good time!
Thanks for all the fantastic ideas and inspirational thoughts!
Staff of Dr. James Killebrew
Colorado Springs, COGrowing Smiles
A smile is quite a funny thing,
It wrinkles up your face,
And when it’s gone, you never find
It’s secret hiding place.
But far more wonderful it is
To see what smiles can do;
You smile at one, he smiles at you,
And so one smile makes two.
He smiles at someone since you smiled,
And then that one smiles back;
And that one smiles until in truth
You fail to keep track.
Now since a smile can do great good
By cheering hearts of care,
Let’s smile and smile and not forget
That smiles go everywhere!
~ Author Unknown
Office of Dr. Gary Jacobs
Greensboro, NCThis year, we sponsored a travel ice hockey team in the local youth hockey association. To create a relationship between the office staff and the players and coach, we invited the team of sixteen and their coach to a pizza dinner in our office. We all enjoyed an abundance of pizza and soda. Pizzas were everywhere! After dinner, the players explained the rules of ice hockey to us. They were friendly and appreciative and even included a write-up about our pizza night in their monthly newsletter.
We look forward to following the teams’ progress this season and plan on attending a few home games!
Dr. C. William Dabney
Midlothian, VAWe are an orthodontic practice, and we find that each year after Halloween, unscheduled visits due to broken brackets and loose bands are on the rise.
To discourage patients from indulging in sticky or crunchy treats that may damage appliances, we request that they trade them in for “brace-safe” treats such as Reeses Peanut Butter Cups and plain Hershey bars, which we supply. We remind the patients verbally and with notices in our offices throughout September and October.
We have found that this campaign has been very successful in minimizing post-Halloween emergencies, not to mention the added benefit of lots of free snacks for the entire staff!
Desiree Cooper, Assistant
Office of Dr. Mathew Finkelson
Northfield, NJInstructions for Life
1. Give people more than they expect, and do it cheerfully.
2. Marry a man or woman you love to talk to. As you age, their conversational skills will be as critical as any other.
3. Don’t believe all you hear, spend all you have, or sleep all you want.
4. When you say, “I love you”, mean it.
5. When you say, “I’m sorry,” look the person in the eye.
6. Be engaged at least six months before you get married.
7. Believe in love at first sight.
8. Never laugh at anyone’s dreams. People who don’t have dreams don’t have much.
9. Love deeply and passionately. You might get hurt, but it’s the only way to live completely.
10. In disagreements, fight fairly. No name-calling.
11. Don’t judge people by their relatives.
12. Talk slowly but think quickly.
13. When someone asks you a question you don’t want to answer, smile and ask, “Why do you want to know?”
14. Remember that great love and outstanding achievements involve significant risk.
15. Say “bless you” when you hear someone sneeze.
16. When you lose, don’t lose the lesson.
17. Remember the three R’s: Respect for self; Respect for others; Responsibility for all your actions.
18. Don’t let a little dispute injure a great friendship.
19. When you realize you’ve made a mistake, take immediate steps to correct it.
20. Smile when you pick up the phone – the caller will hear it in your voice.
21. Spend some time alone.
22. Open your arms to change, but don’t let go of your values.
23. Remember that silence is sometimes the best answer.
24.Read more books and watch less TV.
25. Live a good, honorable life. Then, when you get older and think back, you’ll enjoy it again.
26. Trust in God, but lock your car.
27. A loving atmosphere in your home is so important. Do all you can to create a tranquil, harmonious home.
28. In disagreements with loved ones, deal with the current situation. Don’t bring up the past.
29. Read between the lines.
30. Share your knowledge. It’s a way to achieve immortality.
31. Be gentle with the earth.
32. Pray. There’s immeasurable power in it.
33. Refrain from interrupting when you are being flattered.
34. Mind your own business.
35. Don’t trust a man/woman who doesn’t close his/her eyes when you kiss.
36. Once a year, go someplace you’ve never been before.
37. If you make a lot of money, put it to use helping others while you are living. That is wealth’s most excellent satisfaction.
38. Remember that not getting what you want is sometimes a stroke of luck.
39. Learn the rules and then break some.
40. Remember that the best relationship is one where your love for each other is more significant than what you think you need.
41. Judge your success by what you had to give up to get it.
42. Remember that your character is your destiny.
43. Approach love and cooking with reckless abandon.
~ Author Unknown
Dr. Marse McCann-Carpenter
Minden, NEAs a consultant and speaker in the dental and orthodontic profession, I constantly seek new books about motivation, peak-performing employees, and terrific customer service. I have found two new ones that I want to recommend to all our orthodontic colleagues.
The first is: CHICKEN SOUP for the Dental Soul!!! It is finally here, but it isn’t! You can’t get it in any bookstore. We must special order it. Call 1-800-247-6553 or fax 408-720-0624. This is great for reception room reading material or gifting to general dental referrals! Heartwarming and hilarious stories by dental professionals.
The second is WHO MOVED MY CHEESE? by Spencer Johnson, MD, who co-authored The One Minute Manager. This book is wonderful for anyone who is dealing with change of any kind, whether in their personal life, career, business, location, etc. It has helped me enormously over the past months with the various changes in my life, and I highly recommend it to others. It's a worthwhile one-hour read!
Enjoy!
Rosemary Bray
Speaker, Trainer and Consultant to the Orthodontic Profession
San Diego, CAOne primary goal of our practice is to “grow people.” We believe that accountability is a significant requirement for personal, staff, and practice growth
Our staff uses language that minimizes excuses, gossip, and the “blame game.” Each member commits to completing tasks that will help our practice flourish. When a task is not completed on time, the team member will recommit to completing the task by another date without telling a story that directs our focus away from our goal.
Our objective is to memorize a new quote or definition each week. Team members are encouraged to bring a quote to share at our weekly staff meeting. Below are several quotes/definitions that have helped to develop accountability in our office.
On Making Excuses:
He who is good at making excuses is only good at something else.
~ Benjamin Franklin
On Gossip:
Gossip is the art of saying nothing but leaving practically nothing unsaid.
Always listen to a man when he describes the faults of others.
Most often, he describes himself on his own, revealing himself.
~ Malcolm Forbes
On Commitment:
A person’s commitment can be measured by his degree of involvement. A committed person will probably get the job done regardless of the challenges he faces, while a person who is only interested will usually not.
Our staff believes it takes little or no energy to be a critic, which is why the world has so many of them! If someone on our team brings up a problem, we ask him or her to please present a solution. In doing so, we promote creativity, energy, and growth.
Dr. David Adams and Staff
San Diego, CAEach year, our doctors take us on a two-day retreat. This is a nice change from our regular staff meetings. It’s a great time to learn new things about each other and enjoy one another in a casual atmosphere. We invite our practice consultant to join us and incorporate practice goals into our team-building activities. We have a lot of fun and return to the office with great ideas, ready to go!
Regina Good
Good Orthodontics
Pittsburgh, PAWe had a professional photographer (a retained patient) take 11 x 14 portrait photos of four patients (a teenage boy and girl, an adult, and a small child) to demonstrate our choice of braces—gold, ceramic, traditional, and Damon—and display them in the examination/consultation office. This way, even new clients immediately know what braces look like on actual people they may know, not just what they look like in a picture in a brochure.
Jann Lortz, Manager of Client Relations
Office of Dr. David L. Drake
Tiffin, OHIn our office, if a treatment conference is required for a client, our Financial Coordinator checks the insurance benefits, develops several budgeting ideas (in accordance with credit rating guidelines), and mails them, along with the final written treatment plan, to the client’s home a few days prior to the conference date. This allows the client (or parents) time to review them and decide which payment option is best for them.
Paulette Heyman, Financial Coordinator
Office of Dr. David L. Drake
Tiffin, OHProgress
Progress begins one step at a time.
There is no sudden leap to greatness.
Our success lies in doing day by day.
The upward reach comes from
Working carefully and well. Good
Work done little by little becomes a
Great work. The house of success is
Built brick by brick.
~ Author Unknown
Office of Dr. Gary Jacobs
Greensboro, NCSTARTING THE DAY
We begin each day with a ten-minute meeting. Here is the agenda:
Review today, especially exams, starts and removals
Review tomorrow
Review goals – Are we on track?
Thought for the day – A moment for inspiration.
Here is an example:
Learning is not necessarily knowing.
Real learning comes only through
Experiencing within oneself.
One who is wise
Is unconcerned whether people are
Stupid or brilliant,
Rich or poor,
King or beggar.
To be wise,
Accept all people
Exactly as they are.
Don’t focus upon another’s status
But rather on what they can become.
Be interested in the
True potential of each individual.
This is from a book by Shelley Stockwell, Ph.D. and Ormond McGill, Ph.D., Everything You Ever Wanted to Know About Everything. (Creativity Press: 30819 Casilina, Rancho Palos Verdes, CA 90275, (310) 541-4844.)
Drs. John Goode and Eric Kardovich
San Pedro, CAWe are each of us angels with only one wing.
And we can only fly embracing each other.
~ Author Unknown
Dr. Myron S. Graff
New Port Richey, FLAs a fundraiser this year, our office decided to raise money for the Children’s Advocacy Services of St. Louis. Starting in October, we sold “leaves” for $1.00. The patient put his/her name on the leaf, and it was placed on our bulletin board “tree”. The fundraiser will run until Thanksgiving, and for each dollar raised our office will match the donation.
Kellie McHone
Office of Dr. Cy Alizadeh
St. Louis, MOA lot of offices have postcard contests during the summer. We hated to throw away the postcards, so we made a book using them and two large binder rings. The cover says, “How I spent my summer vacation.” Half the fun of getting the postcards was reading what the patients wrote on the back, so this was a good way to see both sides.
Kellie McHone
Office of Dr. Cy Alizadeh
St. Louis, MO“Hard work is the yeast that raises the dough”
~Anonymous
“When it comes to endangered species, how about people who say ‘Thank You’?
~Anonymous
Dr. Robert C. Penny
Weatherford, TXIt’s that time of year when things get very exciting around our office. We have the most fantastic Halloween/Skating party for our patients. We invite our patients to a party at one of the local skating rinks and welcome them to bring a friend. Their admission and skate rental are paid for, and they receive one free soda. They can come casually dressed or in costume. Some of our parents even show up in fabulous costumes. Treats include cake and cookies.
Throughout the evening, a disc jockey draws names for prizes. Before leaving, everyone is given a gift bag, which includes stickers, goodies to indulge in and a pencil with the doctor’s name on it.
The last three years have been a great success, with approximately 300 patients and friends in attendance. This is great for marketing, as all friends could become prospective new patients.
Dr. Michael Gabler and Staff
Appleton, WIAt each full-phase debond appointment, we offer our patients a “thank you for my braces” postcard to write to their parents. The parents’ feedback has been tremendous, and the patients enjoy sending them.
Dr. Kevin M. Cassidy
Topeka, KSWe have all heard of the programs in place to clean up sections of our nation’s highway system. Dr. Youngquist had a creative spin on this idea for our office. It’s called “adopt-a-sink” program. Each staff member is responsible for their own sink in the office, ensuring,,,,,,,,,,,,,,, it looks good all day. Which one would you like to adopt?
Dr. Warren Youngquist
Colorado Springs, COAs an appreciation to all the mothers, grandmothers, aunts, etc., who participate in our patient’s successful orthodontic treatments, we sponsored a contest this year on Mother’s Day. Patients entered their Mom’s name (or whoever they wished to enter) on a simple form, and a drawing was held before Mother’s Day. The winners received manicures, facials, massages, or pedicures from a local salon. The recipients of the spa treatments were, needless to say, thrilled.
Lisa Gemmer, Office Manager
Rosenberg Orthodontics
Canton, CTWe offer guided tours of our office for groups of young Girl Scouts, 4H groups, and Brownies. This eases their apprehension for the day they might get braces. At the end of the tour, they get a package of toothbrushes, toothpaste, posters, dental floss, etc. Everyone enjoys the experience.
Office of Dr. Kent C. Gulden
White Bear Lake, MNSpecialty orthodontic practices are under tremendous strain these days, as are all specialty dental practices. One wonders how much longer dental specialty practices will exist or need to exist. Many general dental practices are “specializing” in cosmetic dentistry, or implant dentistry, or orthodontics, or white fillings, etc, etc. They are marketing their “specialty” practices very aggressively with phone book yellow page advertisements, newspaper advertising and “scientific articles”, and discount coupons being distributed throughout the public. While they might not use the word “orthodontist,” they do everything but – for example, one local general dentist is calling himself an orthodontact, which he explains is the same thing as an orthodontist, only how he received his specialty education is different.
General dental practices are not “gatekeepers” and are not referral sources. We have redesigned our “marketing” to refocus on the public, rather than general dental practices. Our satisfied former clients will be our best (only?) source of referrals in the future, and the sooner we realize that the better!
Dr. Robert H. Cram
Red Deer, Alberta, CanadaA year and a half ago we lost Dr. Matlof to cancer. In his honor, that year, we decided to do the Relay for Life walk for cancer.
We accomplished two things. We collected a lot of money from our families, friends, and patients to donate to the fight against cancer, and we decided to make it an annual event for our staff. We made the all-night walk a fun, together event that we all felt good about. I’d recommend it to all.
Sandy Sloan
From the office of Century Orthodontics
Manchester, MOOrtho Bucks Program
Happiness is having braces removed and treatment completed on time! That is the goal of our team. Therefore, we have instituted a reward system called Ortho Bucks.
This is an appreciation plan for our patients striving to do their best. This includes keeping their teeth clean, keeping their appointments, and following directions on wearing, cleaning, and caring for their orthodontic appliances and braces.
Our patients can earn up to three Ortho Bucks with each visit, but it is not easy! The patient must:
1. Earn at least an A- toothbrushing grade.
2. Be on time for their appointment (do not call 24 hours or less to reschedule).
3. Have no bands, brackets, or appliances loose, and correctly wear them.
There are also ways to receive bonus nickels (a bonus nickel equals four regular bucks). These nickels are placed in a jar for a grand prize drawing or can be used towards regular prizes. Patients earn bonus nickels by:
1. Wearing their Team Chmura T-shirt to their appointment.
2. Having an appointment on their birthday.
3. Referring a patient. (Each new patient referred is worth two bonus nickels).
Patients pick different prizes for different amounts of Ortho Bucks. For instance, Beanie Babies, T-shirts, sports bottles, movie passes, Polaroid cameras and sport bags. It definitely adds fun to orthodontics.
Dr. Louis G. Chmura
Marshall, MIDear Nectar Staff,
We thoroughly enjoy receiving your magazine and are thankful to receive good news and uplifting stories for a change. We will gladly pay a yearly subscription fee to keep the good news coming!
Here’s our idea for sharing: Our staff agreed that one of our team values is respect for one another, and we have a motto that helps us to remember this: ASSUME NOBILITY OF PURPOSE. If you assume nobility of purpose, you automatically give the other person the benefit of the doubt and save yourself from negative thoughts before you know the whole story. You begin to realize that everyone is trying their best, and it helps keep you from taking things personally. Staff morale stays high, and misunderstandings and hurt feelings happen less frequently. It even helps when dealing with patients and parents. The world is much calmer and happier when everyone assumes the best of others rather than the worst. Thanks for letting us share!
Dana L. Dorton, Office Manager
Office of Dr. Kirk I. Moran
Phoenix, AZWe use the Bonded Rapid Palatal Expander. In Phase I cases, buccal or headgear tubes can be cured in and around the “E” area. After the expansion, we can do a 2 x 4 to align the anterior, “jump” a crossbite, etc. or use a headgear to the whole unit. We don’t need to remove the palatal expander and band the 1st molars to accomplish those tasks. We also can add “loops” to work on thumb, finger, or tongue habits. A lot can be done with this appliance!
Office or Dr. Victor S. Sands
North Hollywood, CAWe have come up with a new idea for The Nectar Connection. In the Northeast, as I’m sure in the rest of the country, influenza is a significant problem. For the past several years, our office has had a nurse come into the office and give flu shots at lunchtime. This year, we asked several referring offices if they would like to come by and have flu shots. It is very apparent that our referring offices truly appreciated this and felt that it was special treatment.
Because of the great response, next year, we will open it up to more offices and schedule them so that no one has to wait. Perhaps we will provide lunch and some “get to know you” time.
Office of Reichheld Family Orthodontics
Lowell, MA -
What things in life are you committed to? And what things, as evidenced by your actions, are you not committed to? Friend Karuna Poole sends this thought-provoking story…
THE BUILDER
An elderly carpenter was ready to retire. He told his employer-contractor of his plans to leave the house-building business and live a more leisurely life with his wife, enjoying his extended family. He would miss the paycheck, but he needed to retire. They could get by.
The contractor was sorry to see his good worker go and asked if he could build just one more house as a personal favor. The carpenter said yes, but in time, it was easy to see that his heart was not in his work. He resorted to shoddy workmanship and used inferior materials. It was an unfortunate way to end his career.
When the carpenter finished his work and the builder came to inspect the house, the contractor handed the front door key to the carpenter. “This is your house,” he said, “my gift to you.” What a shock! What a shame! He would have done it differently if he had only known he was building his own house. Now, he had to live in the home he had built none too well.
So, it is with us. We are distracted when we build our lives, reacting rather than acting, and willing to put up with less than the best. At critical points, we do not give the job our best effort. Then, with shock, we look at the situation we have created and find that we are now living in the house we have built. If we had realized, we would have done it differently.
Think of yourself as the carpenter. Think about your house. Each day you hammer a nail, place a board, or erect a wall. Build wisely. It is the only life you will ever build. Even if you live it for only one day more, that day deserves to be lived graciously and with dignity. The plaque on the wall says, “Life is a do-it-yourself project."
Who could say it more clearly? Your life today is the result of your attitudes and choices in the past. Your life tomorrow will be the result of your attitudes and the choices you make today.
~ Author Unknown
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAOur Spring has been fun for all of us already. Our Easter project included little bunny-shaped bags filled with jelly beans that we took to all of our referring doctors and staff.
Our plans for our Mother’s Day Week celebration have been completed. Our staff and doctor have organized a collection of their favorite recipes and put together a Mother’s Day Cookbook for the mothers who come into the office the entire week before Mother’s Day. The book was pretty inexpensive to prepare. We used colored copy paper and little art stickers to decorate the outside cover. If we have any leftovers, we plan to take them to the teachers’ lounges at our local schools and our referring doctors’ offices.
Carole Stevens, Office Manager
Office of Dr. Robert E. Blake
Fayetteville, GAMake a wish before you read this poem…
May today there be peace within.
May you trust your highest power that you are exactly where you are meant to be.
May you remember the infinite possibilities that are born of faith.
May you use the gifts you have received and pass on the love that has been given to you.
May you be content knowing you are a child of God. Let this presence settle into your bones, and allow your soul the freedom to sing, dance, and to bask in the sun.
It is there for each and every one of you.
~ Author Unknown
Margaret Carpenter
Seattle, WAHis Name is John
His name is John. He has wild hair, wears a T-shirt with holes in it, jeans and no shoes. This was his wardrobe for his entire four years of college. He is brilliant. Kind, esoteric, and very, very bright. He became a Christian while attending college. Across the street from the campus is a well-dressed, very conservative church. They want to develop a ministry for the students but are unsure how to proceed.
One day, John decides to go there. He walks in without shoes, in jeans and a T-shirt, and wild hair. The service has already started, and so John starts down the aisle looking for a seat. The church is completely packed, and he can’t find a seat. By now, people are looking a bit uncomfortable, but no one says anything. John gets closer and closer and closer to the pulpit, and when he realizes there are no seats, he squats down on the carpet. (Although perfectly acceptable behavior at a college fellowship, trust me, this had never happened in this church before!) By now, the people are uptight, and the tension in the air is thick.
At this time, the minister realizes that a deacon is slowly approaching John from the back of the church. The deacon is in his eighties and has silver-gray hair, a three-piece suit, and a pocket watch. A godly man, exquisite, very dignified, very courtly. He walks with a cane, and as he starts walking toward this boy, everyone is saying to himself, “You can’t blame him for what he’s going to do. How can you expect a man of his age and background to understand some college kid on the floor?” It takes a long time for the man to reach the boy. The church is utterly silent except for the clicking of the man’s cane. All eyes are focused on him. You can’t even hear anyone breathing. The people think, “The minister can’t even preach the sermon until the deacon does what he has to do.”
And now they see this elderly man drop his cane on the floor. With great difficulty, he lowers himself, sits down next to John, and worships with him so he won’t be alone. Everyone chokes up with emotion. When the minister gains control, he says, “What I’m about to preach, you will never remember. What you have just seen, you will never forget.”
~ Author Unknown.
Dr. Boyd Whitlock
Springdale, ARLast year, to welcome Spring at the offices of referring dental offices, we sent coffee mugs (with our logo) that a local florist made into “May Baskets.” The child of a staff member wrote the enclosed poem, and the “baskets” were hand-delivered Monday morning.
Through the April Showers,
To the First of May,
Our office sends best wishes
For success and joy each day.
When Spring’s blooming flowers
Bring a sparkle to the eye,
We’re glad to say their beautiful smiles
Were created by You and I!!!Happy May Day!
Dr. Louis G. Chmura & Staff
Marshall, MIThis past summer, our office had a contest where we asked our patients to send us postcards of their visits during the summer. We then picked several categories in which a patient could win, such as “Most Cards Sent In,” “Longest Distance,” “Most Exotic Location,” “Funniest,” and “Closest to Home.” Our prize for our winners was a nice backpack with which to start back to school. Only one of our adult patients participated, but he lucked out with a certificate for a one-hour massage.
Dr. Michael Sebastian
Atlanta, GAFour weeks before summer vacations, we offer our patients sugar-free candies wrapped in envelopes with vacation themes. They love it!
Dr. Bernhard Schwaninger
Luzern, SwitzerlandOur office enjoys communicating with the doctors who refer patients to us. As a “thank you,” we try to think of creative ways to communicate regularly.
Last Cinco de Mayo, we purchased big Mexican hats, chips, salsa, mini piñatas, etc., and put them together to make a “Thank You” basket for our referring doctors. They were a big hit.
Staff of Drs. James Martin & Jennifer Martin
Pleasant Hill, CA
TEAMWORKNobody can do everything
But everybody can do something
And if everybody does something
Everything will get done.Teamwork is an important factor in helping our office run smoothly. Dr. Pinsonneault’s staff gets along great, and we all go out of our way to help one another. Here are the three rules that we, as the staff, follow to achieve teamwork.
1. Make sure that you’re working with your teammates rather than against them.
2. Refuse to be selfish. Become more self-less. Give yourself to your teammates.
3. Start looking at the situation from the bird’s-eye “we” view than the worm’s-eye “me” view.The real benefit of a team can be found in the word “team”. It’s an acronym for: Together Everyone Achieves More
Rachel Ducharme, Dental Assistant
Office of Dr. G.H. Pinsonneault
Cold Lake, Alberta, CanadaA plaque in our office for a constant reminder of what our job really is, discovered years ago in the office of Dr. Robert Murray Ricketts -
Talk with children
And see that each day
Each child
Has some small successes
And some recognition
As a personDrs. Richard McDaniel & Myron Sternstein
Springfield, ILIn previous issues of The Nectar Connection, we have featured the work of talented writer and retreat facilitator, Patricia Lynn Reilly. Her company, Open Window Creations, offers thought-provoking books, wonderfully designed cards, etc. You can reach Patricia at P.O. Box 8615, Berkeley, CA 94707-8615; (510) 530-4859; openwin@mcn.org.
Patricia holds a Master of Divinity degree from Princeton Theological Seminary and post-graduate certification from the Women’s Theological Center in Women’s Spirituality and Feminist Theology. As the founder of Open Window Creations, she conducts women’s spirituality, creativity, and self-esteem retreats and publishes inspirational books and resources.
She said, “For fifteen years, I have facilitated circles of women. In these circles, we have searched for and found the feminine face of god; have journeyed from self-criticism to self-celebration; and have come to love and accept ourselves as women.”
The text on one of her cards about the death of a relationship is especially poignant and is included here in hopes many readers will support Patricia’s valuable work.
In wisdom, we acknowledge that everything changes. What is born will die. What dies nourishes life in its many forms. We honor both life and death. Neither is elevated or despised. They are essential elements in the circle of life.
In Celebration of Years Shared
Move forward through the years of your life.
Pay attention to the years you shared with your Loved One. Draw the hurtful years. Write about the bruised ones. Dance the wounded years. Bless each year by adding a healing color to your drawing, a symbol to your writing, or movement to your dance.Travel again through the years, counting each year as you move along. This time, pay special attention to the years you shared with your loved one that delighted you. Draw the delightful years. Write about the comfortable ones. Dance the bright years. Celebrate each year by adding a celebratory color to your drawing, symbol to your writing, or movement to your dance.
Gather all the years you shared into a bundle, the bright and the bruised. Bring the ‘Bundle of Years Shared’ to an altar of remembrance. Display your drawings and writings. Celebrate your dance. Sit quietly at your altar. Breathe into the fullness of the years you shared. Weave an affirmation into each breath.
Breathing in…I gather all our shared years.
Breathing out…There is no blemish.
Breathing in…I bless the wounded years.
Breathing out…I celebrate the bright years.
Breathing in…I gather all our shared years.
Breathing out…I release them in gratitude.Karen Moawad
Hummingbird Associates
Bainbridge Island, WAFor Cinco de Mayo these past few years, we have delivered tortilla chips and salsa from a local favorite restaurant to our referring dentists. They look forward to this delivery and have requested that we continue it yearly. Besides being one of our most appreciated deliveries, it is also one of our least expensive.
We enjoyed receiving your newsletter and appreciate the ideas shared by other offices. Thanks for all the hard work! We look forward to your next issue!
Trisha Hanson, Treatment Coordinator
Office of Dr. Gerald Tarsitano
Pacific Grove, CAWISDOM
What follows is the Commencement address that Kurt Vonnegut recently gave at MIT, which is worth reading.
Ladies and gentlemen of the class of ’98: Wear sunscreen. If I could offer you only one tip for the future, sunscreen would be it. Scientists have proved the long-term benefits of sunscreen, whereas the rest of my advice has no basis more reliable than my own meandering experience. I will dispense this advice now.
Enjoy the power and beauty of your youth. Oh, never mind. You will not understand the power and beauty of your youth until they’ve faded. But trust me, in twenty years, you’ll look back at photos of yourself and recall, in a way you can’t grasp now, how much possibility lay before you and how fabulous you really looked. You are not as fat as you imagine.
Don’t worry about the future. Or worry but know that worrying is as effective as trying to solve an algebra equation by chewing bubble gum. The real troubles in your life are apt to be things that never crossed your worried mind, the kind that blindside you at 4 PM on some idle Tuesday.
Do one thing every day that scares you.
Sing.
Don’t be reckless with other people’s hearts. Don’t put up with people who are careless with yours.
Floss.
Don’t waste your time on jealousy.
Sometimes you’re ahead, sometimes you’re behind. The race is long, and, in the end, it’s only with yourself.
Remember the compliments you receive. Forget the insults. If you succeed in doing this, tell me how.
Keep your old love letters. Throw away your old bank statements.
Stretch.
Don’t feel guilty if you don’t know what you want to do with your life. At twenty-two, the most interesting people I know didn’t know what they wanted to do with their lives. Some of the most interesting forty-year-olds I know still don’t.
Get plenty of calcium. Be kind to your knees. You’ll miss them when they’re gone.
Maybe you’ll marry, maybe you won’t. Maybe you’ll have children, maybe you won’t. Perhaps you’ll divorce at forty, or maybe you’ll dance the funky chicken on your 75th wedding anniversary. Whatever you do, don’t congratulate yourself too much or berate yourself either. Your choices are half-chance. So are everybody else’s.
Enjoy your body. Use it every way you can. Don’t be afraid of it or of what other people think of it. It’s the greatest instrument you’ll ever own.
Dance, even if you have nowhere to do it but your living room.
Read the directions, even if you don’t follow them.
Do not read beauty magazines. They will only make you feel ugly.
Get to know your parents. You never know when they’ll be gone for good. Be nice to your siblings. They’re your best link to your past and the people most likely to stick with you in the future.
Understand that friends come and go, but with a precious few, you should hold on. Work hard to bridge the gaps in geography and lifestyle because the older you get, the more you need the people who knew you when you were young.
Live in New York City once, but leave before it makes you hard. Live in Northern California once but leave before it makes you soft. Travel.
Accept certain inalienable truths: Prices will rise. Politicians will philander. You, too, will get old. And when you do, you’ll fantasize that when you were young, prices were reasonable, politicians were noble, and children respected their elders.
Respect your elders.
Don’t expect anyone else to support you. Maybe you have a trust fund. Perhaps you’ll have a wealthy spouse. But you never know when either one might run out.
Don’t mess too much with your hair; by the time you’re forty, it will look eighty-five.
Be careful whose advice you buy but be patient with those who supply it. Advice is a form of nostalgia. Dispensing is a way of fishing the past from the disposal, wiping it off, painting over the uglier spots, and recycling it for more than it’s worth.
But trust me on the sunscreen.
Nancy Fisk
Office of Drs. Jonathan Cooper
& Brenda ChockleyJust For Today
Just for today I will try to live through this day only and not tackle my whole life problem at once. I can do something for twelve hours that would appall me if I felt that I had to keep it up for a lifetime.
Just for today I will be happy. Abraham Lincoln said, "Most folks are as happy as they make up their minds to be."
Just for today I will try to strengthen my mind. I will study. I will learn something useful. I will not be a mental loafer. I will read something that requires effort, thought, and concentration.
Just for today I will exercise my soul in three ways: I will do somebody a good turn and not get found out; if anybody knows of it, it will not count. I will do at least two things I don’t want to do—just for exercise. I will not show anyone that my feelings are hurt; they may be hurt, but today I will not show it.
Just for today I will have a program. I may not follow it exactly, but I will have it. I will save myself from two pests: hurry and indecision.
Just for today, I will have a quiet half hour all by myself and relax. During this half hour, I will try to get a better perspective of my life.
Just for today, I will be unafraid. I will not be afraid to enjoy what is beautiful and to believe that as I give to the world, the world will give to me.
Just for today, I will be agreeable. I will look as good as I can, dress becomingly, talk low, act courteously, criticize not one bit, not find fault with anything and try not to improve or regulate anybody except myself.
~ Author Unknown
Dr. Gregory Woodfin
Pensacola, FLA Tip On Placing Rubber Separators--
In tight contacts where fillings and crowns make it difficult to place a sep, dip the separator, which is on the seps plier, in margarine.
This idea was given to us by Dr. Richard Weber, who is currently in orthodontic treatment with us.
Shawna Johnson
Office of Dr. Jack Feller
Rock Springs, WYWith poor toothbrushers, we ask the parents actually to brush the patients’ teeth. This saves a lot of stress for both parties.
Office of Drs.Charles Kent & Jim Hanigan
Lufkin, TXEvery issue of The Nectar Connection has contributions about how offices thank referring offices. I certainly do that, and I also try to remember the birthdays of the dentists I work with, both referrers and other specialists. My state dental society was kind enough to provide me with a computerized list of all the birthdays of dentists in my area. The dental society told me that they didn’t usually do that, but the idea appealed to the secretary of the dental society so much that she ran the list anyway. Rather than have the local gift shop or food store make up a gift basket, we’ve gravitated to using some national brand names as gifts over the years. While receiving a fruit basket from the local gourmet food shop is nice, I believe there’s a bigger “bang for the buck” if you receive a box of Godiva chocolates. Affinity marketing is a concept where you attach your business to another business that has already achieved an image of excellence. All are available within 24-28 hours via an 800 number.
Anecdotally, one of my top five referrers called last January and complained that the box of Godiva I sent him at Christmas was eaten exclusively by his staff, and he never had one piece. I ensured he had a two lb. box delivered to his home for his birthday.
Dr. Charles J. Ruff
Waterville, MEWhen I have a younger patient who needs to improve his/her oral hygiene, I give the mom or dad a toy sheriff’s badge and formally deputize them to “enforce” brushing compliance. This technique usually evokes a smile in both the patient and parent, resulting in better brushing.
Dr. Larry Kawa
Boca Raton, FLAn Afternoon In The Park
There once was a little boy who wanted to meet God. He knew it was a long trip to where God lived, so he packed his suitcase with Twinkies and a six-pack of root beer and started his journey.
When he had gone about three blocks, he met an old woman. She was sitting in the park just staring at some pigeons. The boy sat down next to her and opened his suitcase. He was about to take a drink from his root beer when he noticed the old lady looked hungry, so he offered her a Twinkie. She gratefully accepted it and smiled at him. Her smile was so pretty that the boy wanted to see it again, so he offered her a root beer. Once again, she smiled at him. The boy was delighted!
They sat there all afternoon, eating and smiling, but never said a word. As it grew dark, the boy realized how tired he was and got up to leave. He turned around, returned to the old woman, and hugged her. She gave him her biggest smile ever.
When the boy opened the door to his own house a short time later, his mother was surprised by the look of joy on his face.
She asked him, “What did you do today that made you so happy?”
He replied, “I had lunch with God.
You know what? She’s got the most beautiful smile I’ve ever seen!”
Meanwhile, the old woman, radiant with joy, returned home.
Her son was stunned by the look of peace on her face, and he asked, “Mother, what did you do today that made you so happy?”
She replied, “I ate Twinkies in the park with God. You know, he’s much younger than I expected.”
~ Julie A. Manhan, from Condensed Chicken Soup for the Soul
Connie Lehmann
Bothell, WA6 WAYS TO BUILD A TOP STAFF
To build a staff into a team that does the best possible job for the organization:
• Be friendlyto staff members, but don’t treat them like close personal friends. They want you to be the boss, and they want to be employees. It works better that way.
• Tell them everything. And expect them to tell you the same. Shared knowledge builds loyalty and trust.
• Practice Pulitzer Prize plagiarism: Steal only from the best. If you need help, reach out to your professional community. Someone, somewhere, somehow, will know how to help you.
• Invest heavily in loyalty. If staff members know you’re always loyal to them, they’ll give you the same in return.
• Realize that fairness establishes your credibility.
• Never be too busy to laugh. Nothing gets people through a crisis like a good laugh--and a manager willing to enjoy it with them.
~ Gene H. Cheatham, Association Source
Dr. Barbara Hershey
Durham, NCWe appreciate reading inspirational thoughts and know our patients and parents do too, by the many times we are asked to copy articles and poems posted in our reception room. We decided to make sharing copies easier and send our names out simultaneously. We created the “Thought of the Day” letterhead using our regular letterhead with an addition of “Enjoy this Thought of the Day from Dr. Lawton and Staff.” We make multiple copies of great thoughts on this letterhead, and patients love them!
Mary Hart, Appointment Coordinator
Office of Dr. Thomas C. Lawton
Winter Park, FLWhat It Means to Be Adopted
Teacher Debbie Moon’s first graders were discussing a picture of a family. One little boy in the picture had hair that was different from the other family members. One child suggested that he was adopted, and a little girl named Jocelyn Jay said, “I know all about adoptions because I was adopted.”
“What does it mean to be adopted?” asked another child.
“It means,” said Jocelyn, “that you grew in your mommy’s heart instead of her tummy.”
Bill Martin
Gainesville, FLOur office has recommended Colgate Phos-flur Anti-Cavity Fluoride Rinse to our orthodontic patients for quite some time. When our sales representative suggested that we sell it directly to our patients from our office, we were hesitant, wondering if it would be received as we were trying to make more profit from them. However, about a year ago, we began to sell it at the office on a trial basis. We told them that we were doing this for their convenience, and we were selling at our cost, and it was their option to purchase it here or from their drugstore. I must admit that it has been received very well. The parents greatly appreciate the added convenience and say that the price is much better than what they could purchase it for retail. This has worked out very well for our patients and us.
Dr. Charles E. Gulland
Hermitage, PAI really enjoy The Nectar Connection and wanted to pass along my current helpful hint.
One of the local general dentists in my building has an exceptionally busy practice, and she is not a young dentist. I asked her what her secret to success, besides excellent dentistry, was. She replied, “I constantly ask my patients to send others to me.” As accustomed to requesting referrals from general dentists for years, I realized that I hadn’t asked our patients for referrals.
We started post-treatment consultations and saw some patient-generated referrals soon after. Also, every time a patient or parent expresses how pleased they are with the treatment progress, we ask them to refer their friends so we can share this excellent treatment with them. We make a point to give our professional cards to each person we talk with. You’ll be pleasantly surprised how well this works. Ask, and you will receive!
Dr. Charles W. Kenney
Lexington, KYOur practice has devised a way to help out those patients who can’t decide what colors to have on their braces. We made up about eight color combinations and gave them unique names. For example, Nightmare on Elm Street = red and black; Sunset = yellow, orange, red, and violet. For our special patients who need that extra boost to stay enthusiastic about treatment (especially two years on), we allow them to contribute a combination and name it after them, e.g. Lauren’s Choice.
Tracy Connor
Office of Dr. Susan Barber
Grafton, NSW, AustraliaThought for the day:
Work like you don't need money
Love like you've never been hurt
And dance like no one's watching~ Author Unknown
Karuna Poole
Seattle, WATurning Point
After a time of decay comes the turning point. There is movement, but it is not brought about by force. The movement is natural, arising spontaneously. For this reason, the transformation of the old becomes easy. The old is discarded, and the new is introduced. Both measures are in accordance with the time; therefore, there are no harmful results.
Societies of people sharing the same views are formed. However, since these groups come together in full public knowledge and are in harmony with the times, all selfish separatist tendencies are excluded, and no mistake is made.
The idea of the turning point is based on the course of nature. The movement is cyclic, and the course completes itself. Therefore, it is not necessary to hasten anything artificially. Everything comes of itself at the appointed time.
The turning point always calls for a decision and is an act of self-mastery. It is made easier if a man (woman) is in good company.
~ The I Ching or Book of Changes
Sharon Winn
Bainbridge Island, WAWe give patients the opportunity to get to know our staff better by hanging up a picture collage of ourselves. Each month, one staff member arranges photos she/he would like to share with everyone, with a little explanation. (We use half a sheet of poster board.) Patients and parents enjoy seeing that many of us are moms, we have pets, we might have the same hobby they do, and sometimes they’re surprised to see how we looked in our younger days. It’s fun for the other staff to see, too!
Dr. Henry N. Gellert
Newtown, CTI enjoy reading The Nectar Connection and I hope this can be used in your publication.
In our office, we use a variety of removable and fixed appliances. Most of them are done outside of the office. Our state dental board requires we hand-write our prescriptions on special numbered prescription blanks for outside labs and sign them.
To expedite this process, I have compiled a book that lists all the appliances we use and their variations. Each one has a number, and I merely indicate the number of the corresponding prescription that I need. A staff member will generally write these, and I will sign them after reviewing the completed form.
This has proven to be a tremendous time-saver for me since I no longer have to write the prescription in my sometimes not-so-legible handwriting or dictate it to my staff person. Copies of this book stay in the laboratory and my office to facilitate the process.
Dr. William F. Marsh
Tampa, FLWe have a unique logo that immediately puts a smile on every face. We give each new patient a logo tee shirt at the banding appointment. Everyone loves getting something for free, giving us excellent advertising exposure. Additionally, if a patient wears the tee shirt to an appointment, they receive a wooden token (tokens are used to “buy” gifts in our display case). This simple tool has increased patient and staff morale, and it’s fun too!
Melody Polacek, Administrator
Office of Dr. Stephen Y. Yu
Encino, CAMy staff and I read The Nectar Connection and received much more than we gave.
To give back some ideas, I find many of the ones I think about have already been done. Please forgive the repetition, but here goes.
When patients have their braces removed, we try to make a big deal about it. We give them a bag of goodies, in which you may find sparkling grape juice (or, for adults, champagne), popcorn, movie tickets, chewing gum, and a free session at Glamor Shots (patients receive a free 8 x 10 and we receive an 8 x 10). A further note concerning our photos: we display the most current ones in our reception area for all our patients to see. Parents who are new to the practice think it’s just a terrific idea, and the patient will get a big kick out of seeing him/herself at the next appointment!
Another thing we recently did was to have a video production company film a video at our office. The idea is to give a four-minute tour of our office with some testimonials before the new patient’s first visit. The tape and other office mailings (welcome letter, map, etc.) are mailed.
We’ll keep you updated on patient response!
Dr. Marshall D. Spoto & Staff
Tampa, FLHello, everyone at The Nectar Connection; this is Mindy Tanimoto. I enjoyed the Hummingbird booth and display at the PCSO convention. I was so excited to see that booth. It was my favorite booth at the whole convention. I was one of the roundtable leaders, and I mentioned all about The Nectar Connection and all the wonderful ideas that are available to all in the profession.
Mindy Tanimoto
Office of Drs. Derick Tagawa & Frank Yorita
Brea, CAWe look forward to receiving our copy of The Nectar Connection and enjoy hearing other offices' practice promotion ideas. We wanted to share one of our patient motivation ideas with you.
We have a token system to motivate our patients to maintain good oral hygiene and take care of their appliances. The patients earn one token if their teeth are clean, and they have no broken appliances at each appointment. They can “shop” in our toy basket when they have earned three tokens. When they have earned six tokens, they can choose a Beanie Baby. When they have earned ten tokens, they can get a $10 gift certificate from the local mall. And, if they refer a new patient who begins treatment, they are given 25 tokens to use as they wish.
The patients are very enthusiastic about the idea of earning tokens. We have noticed marked improvement in their oral hygiene and fewer broken appliances. And several new patients have said they have already heard about the tokens from their friends. It works!
Drs. Leroy Vego & Arleen Azar-Mehr,and Staff
Granada Hills, CAOur goal is to deliver top-quality orthodontic treatment in a caring, respectful manner at an affordable price. We will strive to provide an enriching atmosphere for patients and parents, staff, and all who enter here.
It is the utmost intention of Dr. Manasse and the entire staff to provide the best care for our patients. We request our parents to complete a questionnaire (about our office, staff, attitude, etc.) while they wait for their child. The response is then read during the office huddle.
Arlene Kaatz
Office of Dr. Robert Manasse
Matteson, IL
DecideDecide to be happy.
Decide to be productive.
Decide to be successful.
Decide to control your moods.
Decide to be healthy—mentally and physically.
Decide to spend your time wisely.
Decide to set and reach valuable goals.
Decide to face challenges and resolve conflicts.
Decide to say “I’m sorry”.
Decide to accept responsibility.
Decide not to complain.
Decide not to gripe.
Decide not to blame.
Decide to focus on the positive.
Decide to seek joy—and to be a source of joy.
Decide to control your life—
rather than let it control you.
Decide to be compassionate—
seek and respond to those in need.
Decide to love yourself and others.
Decide to humbly thank God for
your blessings.
Decide to call on His higher power for strength.
Decide to dedicate your life
to a significant purpose—
one that makes a difference now and always.Decide. Decide. Decide.
The decision is the beginning of the action.
Decide.
Cathy Jameson
Jameson Management Group
Davis, OKHere are some contest ideas that we found to be very popular. Last Easter, our staff put together two giant Easter baskets filled with “braces-safe” candy, T-shirts, stuffed animals, and all kinds of goodies. We raffled them off to our patients.
We raffled off 50 pairs of tickets for Father's Day to see the Lowell Spinners (affiliated with the Boston Red Sox). We bought a block of seats so that the patients, our doctors, and some staff members could sit together. They welcomed us by putting our names on their instant replay screen. They held a private raffle for our group and gave away hats and T-shirts.
We have also had a “Guess the Weight of the Giant Pumpkin” contest in the fall.
Drs. Namay, Metcalf, & Sabo
Orthodontic Associates
Lowell and Chelmsford, MAOn the street, I saw a small girl, cold and shivering in a thin dress, with little hope of a decent meal. I became angry and asked God, "Why did you permit this? Why don’t you do something about it?” For a while, God said nothing. That night He replied pretty suddenly: “I certainly did something about it, -- I made you.”
~ Author Unknown
Sister Mary Rose
Covenant House
New York, NYEditor’s Note:
Sister Mary Rose runs a shelter for homeless children called Covenant House. If you would like to send a special donation to care for one of these children, the address is Covenant House, JAF Box 2973, New York, NY 10116-2973
A Love Letter from Jesus
How are you? I just had to send you this letter to tell you how much I love you and care about you. I saw you yesterday as you were walking with your friends. I waited all day, hoping you would walk and talk with me also. As evening drew near, I gave you a sunset to close your day, and a cool breeze to rest you, then I waited, but you never came. Oh yes, it hurt me, but I love you because I’m your friend.
I saw you fall asleep last night, and I longed to touch your brow, so I spilled moonlight upon your pillow and your face…Again I waited, wanting to rush down so we could talk. I have so many gifts for you.
You awakened late this morning and rushed off for the day. My tears were in the rain. Today, you looked so sad, so alone; it makes my heart ache because I understand. My friends let me down and hurt me many times, but I love you. I try to tell you in the quiet, green grass. I whisper it in the leaves and trees and breathe it in the color of the flowers. I shout it to you in the mountain streams and give the birds love songs to sing. I clothe you in warm sunshine and perfume the air. My love for you is more profound than the oceans and bigger than the biggest want or need you could ever have.
If you would trust in me we could spend eternity together in heaven. I know how hard it is on earth. I really know because I was there, and I want to help you. My Father wants to help you too. He’s that way, you know. Just call me, ask me, talk to me. It’s your decision…Remember, I will wait for you…Because I love you.
Your Friend,
Jesus Christ
~ Author Unknown
Robyn Peterson
Office of Dr. Gil McAdams
Apple Valley, CA
Twelve Simple Rules for Happiness
1. Live a simple life. Do not plan too many things for each day. Be temperate and moderate in your lifestyle.
2. Spend less than you earn. This may be difficult to do, but it pays big dividends in contentment and peace of mind.
3. Think constructively. Store useful thoughts in your mind.
4. Cultivate a flexible disposition. Resist the tendency to want your own way. Try to see another person’s point of view. Listen, listen, listen!
5. Be grateful. Begin each day with a prayer of thanksgiving for all your blessings.
6. Rule your moods; don’t let them rule you. Your mental attitude is all-important in living at peace with others.
7. Give generously. Intelligently giving of your time, talents, personality, and money will bring great joy.
8. Work with the right motives. Seek to grow in favor with God and Man, seeking His will first in your life.
9. Be interested in others. As we serve others, we reap happiness as a by-product of a life of self-giving.
10. Make the most of today. Use it wisely so you may look back on it without regret.
11. Take time for a hobby. Time spent on leisure interests should bring you diversion and relaxation.
12. Stay close to God. Enduring happiness depends on continuing spiritual nourishment. As God’s children, we have His promise of constant love and care.
~ Gene Sikkink, Princeton, MN
Dr. H. Gilman Griggs
Florence, AL
Everybody Knows:
You can’t be all things to all people.
You can’t do all things at once.
You can’t do all things equally well.
You can’t do all things better than everyone else.
Your humanity is showing, just like everyone else’s.So:
You have to find out who you are and be that.
You have to decide what comes first and do that.
You have to discover your strengths and use them.
You have to learn not to compete with others,
Because no one else is in the contest of being you.Then:
You will have learned to accept your own uniqueness.
You will have learned to set priorities and make decisions.
You will have learned to live with your limitations.
You will have learned to give yourself the respect that is due.
And you’ll be a most vital mortal.Dare To Believe:
That you are a wonderful, unique person.
That you are a once-in-all-history event.
That it’s more than a right, it’s your duty, to be who you are.
That life is not a problem to solve, but a gift to cherish.
And you’ll be able to stay one up on what used to get you down.~ Author Unknown
Sue Matlof
Manchester, MOWe enjoyed our stop at your booth last summer at the AAO meeting in Dallas. We couldn’t leave without a copy of Essence of Nectar, which we all read when time permits. It has been a while since we shared anything, so I am sending a great message I saw while visiting the hair salon.
NEVER JUDGE A DAY BY THE WEATHER.
THE BEST THINGS IN LIFE ARE NOT THINGS.
ALWAYS TELL THE TRUTH;
THERE IS LESS TO REMEMBER.
GOALS ARE DECEPTIVE-THE UNAIMED ARROW NEVER MISSES.
HE WHO DIES WITH THE MOST TOYS STILL DIES.
AGE IS RELATIVE- WHEN YOU’RE OVER THE HILL, YOU PICK UP SPEED.
THERE ARE TWO WAYS TO BE RICH-
MAKE MORE MONEY OR DESIRE LESS.
NO RAIN-NO RAINBOWS.Dr. Bruce Ulrich,
Debbie, Caren, Belynda & Tina
Auburn, CAWe enjoy receiving your newsletter. A fun idea we do is to deliver muffins or bagels to referring dentists once or twice a year. We all enjoy putting a name with a face.
Lynne Hall, Patient Consultant
Office of Dr. Jeanne Gau
Eagan, MNThe sun, with all those planets revolving around it and dependent on it, can still ripen a bunch of grapes as if it had nothing else in the universe to do.
~ Galileo
Jerilyn Brusseau
Bainbridge Island, WAWe try to impress upon our staff the importance of extending ourselves, to do that one extra thing that goes beyond the normal job description but makes a big difference. That might include cleaning certain portions of the floor without waiting for the regular maintenance person to do it, simply because it needs to be done, to ensure that the office looks tidy for the patients when they come in the next day. Just think what would have happened if Michaelangelo had said “I don’t do ceilings.”
Dr. Glenn Burkland
Exton, PAIn our patients’ bathroom, we hung a giant poster of a monkey wearing a shower cap and brushing his teeth over the toilet. It is so FUNNY that the parents and patients who use the restroom always come out laughing. Of course we tell everyone never to brush over the toilet, but it seems the poster is a big hit in helping parents to be at ease in our office. The conversation between the people in the waiting room is great because we hear them trying to remember all the funny posters they have seen. So far ours is number one.
Phyllis Lewis, Administrator
Office of Dr. Steven Appel
Philadelphia, PAA small practice tip I learned years ago that truly helps during the treatment consultation is to paint the deciduous teeth a color on the white plaster models. That way, there is no confusion for the patient or parents, and they can distinguish the difference between the permanent teeth and the deciduous teeth that are present at the start of treatment.
Dr. James G. Klarsch
St. Louis, MOPRACTICE TIPS
1. Patient positioning for ceph—A one-foot square piece of wood is positioned directly under the head holder. Patients are instructed to align themselves precisely in the center of the wood, which quickly provides a natural head position posture for taking a ceph.
2. Waxbite orientation—Placing a half toothpick in the exact midline of the face when taking a waxbite facilitates later placement of the waxbite on models, and correct trimming of the models to the facial midline of the patient, which is often not coincident with the dental midlines.
3. White lab stone—With an in-house lab, we use a tremendous amount of dental stone. For years, we have used a gypsum material call Hydrocal, available in large bags from local masonry supply companies. This material is equivalent to orthodontic plaster and is inexpensive.
4. Rapid pouring of working models (for appliances, retainers)—A pre-measured weight of dense die-stone is mixed with a measured amount of liquid stone hardener, vibrated into the impression, and inverted on a previously made thin base of white Hydrocal. This is fast, neat, and cost effective, as die-stone is used only for the tooth “working” portions of the model.
I hope the above items are helpful and can be utilized in your excellent publication. Thank you very much.
Dr. Mark Babcock
Newport News, VAFriends are angels who lift us to our feet when our wings have trouble remembering how to fly.
~ Author Unknown
Corbett Williamson
Office of Dr. Boyd Whitlock
Springdale, ARTIME MANAGEMENT
A while back, I was reading about an expert on time management. One day, this expert was speaking to a group of business students, and to drive home a point he used an illustration I’m sure those students will never forget. After I share it with you, you’ll never forget it either.
As this man stood in front of the group of high-powered overachievers, he said, “Okay, it’s time for a quiz.” Then he pulled out a one-gallon, wide-mouthed mason jar and set it on a table in front of him. Then he produced about a dozen fist-sized rocks and carefully placed them, one at a time, into the jar.
When the jar was filled to the top and no more rocks would fit inside, he asked, “Is this jar full?” Everyone in the class said, “Yes.” Then he said, “Really?” He reached under the table and pulled out a bucket of gravel. Then he dumped some gravel in, and shook the jar, causing pieces of gravel to work themselves down into the spaces between the big rocks.
Then he smiled and asked the group once more, “Is the jar full?” By this time, the class was onto him. “Probably not,” one of them answered. “Good!” he replied. And he reached under the table and brought out a bucket of sand. He started dumping the sand in, which went into all the spaces left between the rocks and the gravel. Once more, he asked, “Is this jar full?”
“No!” the class shouted. Once again, he said, “Good!” Then he grabbed a pitcher of water and began to pour it in until the jar was filled to the brim. Then he looked up at the class and asked, “What is the point of this illustration?”
One eager beaver raised his hand and said, “No matter how full your schedule is, if you try really hard, you can always fit some more things into it!”
“No,” the speaker replied, “that’s not the point. The truth this illustration teaches us is that if you don’t put the big rocks in first, you’ll never get them in at all.”
The title of this letter is The “Big Rocks” of Life. What are the big rocks in your life? A project that YOU want to accomplish. Time with your loved ones? Your faith, your education, your finances? A cause? Teaching or mentoring others? Remember to put these BIG ROCKS in first, or you’ll never get them in.
~ Author Unknown
Dr. Albert Landucci
San Mateo, CACARPE DIEM
Seize the day.
CARPET DIEM
Seize the carpet.
CAR PAYMENT DIEM
Seize the checkbook.
CARPE DIARRHEAM
Seize the toilet paper.
CARPE DUH
Seize an idiot.
CARP DIEM
Fish of the day.
CRAMPY DIEM
Seize the Midol.
CARPE DIET
Seize the rice cake.
CARPAL DIEM
Seize the knuckles.Jay Van Vechten
Boca Raton, FLLittle Angel
There came a frantic knock at the doctor’s office door, a knock more urgent than he had ever heard.
“Come in, come in,” the impatient doctor said. “Come in, come in, before you wake the dead.”
In walked a frightened little girl, a child no more than nine.
It was plain for all to see; she had trouble on her mind.
“Oh doctor, I beg you, please come with me.
My mother is undoubtedly dying; she’s as sick as she can be.”
“I don’t make house calls; bring your mother here.”
“But she’s too sick, so you must come, or she will die, I fear.”
The doctor, touched by her devotion, decided he would go.
She said he would be blessed, more than he could know.
She led him to her house, where her mother lay in bed.
Her mother was so very sick she couldn’t raise her head.
But her eyes cried out for help, and help her, the doctor did.
She would have died that very night had it not been for her kid.
The doctor got her fever down, and she lived through the night,
and morning brought the doctor again, signs that she would be all right.
The doctor said he had to leave but would return again by two,
and later, he came back to check, just like he said he’d do.
The mother praised the doctor for all the things he’d done.
He told her she would have died were it not for her little one.
“How proud you must be of your wonderful little girl.
It was her pleading that made me come. She is really quite a pearl!”
“But doctor, my daughter died over three years ago.
Is the picture on the wall of the little girl you know?”
The doctor’s legs went limp, for the picture on the wall
was the same little girl for whom he’d made this call.
The doctor stood motionless for quite a little while,
and then his solemn face was broken by his smile.
He was thinking of that frantic knock heard at his office door,
and of the beautiful little angel that had walked across his floor.
~ Author Unknown
Dr. & Mrs. Scott Ostler
Richland, WAI was filling out an AAO transfer form the other day and noticed how succinct, yet complete the information was displayed. This got me to thinking about our treatment record format and the information at our fingertips, chairside. Everything asked for on the AAO transfer form should be instantly retrievable in the treatment area.Try this exercise—fill out an AAO transfer form using only the patient’s treatment record, which is normally used in the operatory. It should all be there.
Dr. Gregory Hoeltzel
Saint Louis, MOLab Thoughts to Live By
If you can't stand the insanity...
get out of the labIf you can't stand the heat...
get away from the bio-star machine.If you’re flying too close to the flame…
turn off the torch.If pouring study models…
you may be one scoop short of a load.If life seems to be grinding…
use the rubber wheel.If you feel a little rough on the edges…
use pumice.~ Staff of Dr. Jim Milne
Julie Dee
Office of Dr. Jim Milne
Madison, WILong-term Storage of Digital Images
If you are dealing with computerized imaging in your office, have you settled on a long-term solution to the storage of digital material? You might have considered an optical scanner, Iomega Jaz disks, or even another hard drive, but why not store the images on CD-ROMs? The are relatively inexpensive, permanent and are small enough to be kept in your desk drawer. My son owns a recording studio and suggested the solution over the holidays. I delivered a few Iomega (1GB) Jaz disks full of Quick Ceph records for conversion into CD-ROMs and was pleased with the product. He was able to copy two years of orthodontic records on one CD-ROM for the cost of about $25.
Because it costs so little, I now request one copy for my partner, one for me to keep at home, and a third for the office. If you want to try this method of storage, contact:
Bayside Digital Services
104 Bayside Place
Bellingham, WA 98225-7706Electronic mail: pault23@aol.com
Dr. David L. Turpin
Auburn, WAPATIENT APPRECIATION DAY
Our office recently celebrated our Third Annual Patient Appreciation Day, and it was a huge success. We decided to have our day at the Avon Recreation Center. The center supplied us with go-karts, 18 holes of miniature golf, batting cages, bumper boats, and a driving range. We supplied lots and lots of pizza, subs, and drinks.
We invited patients, parents, friends, referring doctors and their staff, and family members. We had 800 RSVP’s and lost count of those who showed their smiling faces. Everyone had a great day. It was sunny and warm the whole day. Since the park was not closed for our party alone, we had the opportunity to hand out business cards for referrals for the other visitors at the center, too.
It was an excellent opportunity for the doctor and staff to show how much we appreciate our patients’ and parents’ dedication and thank everyone for our greatly appreciated referrals.
We enjoy reading The Nectar Connection and thought this was something we wanted to share with everyone.
Dr. Greg Johnson & Staff
Avon, INI purchased an orthodontic practice in a medium-sized city about 14 months ago. There were already several good referring dentists to the practice, but as with any practice, I wanted to expand the referral base. One by one, I have met the many dentists in town by the standard method of taking each one to lunch.
I have found a very successful way to avoid that awkward moment when you offer to send some of your business cards and ask the general practitioner for orthodontic referrals. I do not even broach the subject at the luncheon. Instead, I strive to find common interests and activities to discuss. The next day, I sent a gift basket of goodies for the dentist and staff, a note for the doctor, and 20 of our business cards. Even if the dentist has never officially referred anyone to the practice, invariably, there will be someone from their practice who has ended up in our chair. In the note, I thank them for their past “support” of the practice and let them know that we hope to have the opportunity to earn their continued confidence in the future.
This approach has been remarkably successful in generating referrals from practices that have never consciously sent anyone to this office. Nearly everyone has been willing to give us a chance. Of course, the next challenge will be to maintain those referral sources!
Dr. F. Richard Beckwith
Longmont, COOur staff will list the first questions most asked questions by our patients, and as a group, we will form and reform appropriate responses. Our goal is that our communication is consistent and appropriate.
Dr. Gregg G. Hipple
Cottage Grove and Eagan, MNRisks
To grow and expand opportunities involves risk.
To laugh is to risk appearing foolish.
To weep is to risk appearing weak or sentimental.
To reach out is to risk involvement.
To place your ideas, your dreams, your inner hopes before the crowd is to risk their loss and destruction.
To love is to risk being hurt, wounded, rejected.
To hope is to risk the cliffs of despair.
To try is to risk both the fear of failure and failure too.
To live with joy and excitement is to risk dying.
But risk we must.
The greatest hazard of our existence is to risk nothing.
The person who risks nothing has nothing and achieves nothing.
And is nothing.
He may avoid suffering, frustrations, and doubts;
but he cannot learn, feel, change, grow, or live.
Chained by security and certitude, he is not his own master.~ Author Unknown
Office of Dr. Maurice Firouz
West Los Angeles, CAPreviously we would place orthodontic wax on our buccal tubes and hyrax screws before cementation to avoid getting cement in those areas. We recently changed to using toothpaste. The clean-up is so much easier and less time-consuming, and the patients don’t seem to mind the taste of the glue.
Dr. W. Scott Robinson
Columbia, MOOur staff and doctors would like to share an idea that has helped us focus on the good things we do for each other every day. In our rush to treat patients exceptionally, we may overlook little acts of kindness we do for each other.
We have, with their permission, “borrowed” an idea generously offered by Dr. Michael McCombs and staff of Vienna, VA. Dr. McCombs’ idea was to give each staff member a set number of “Pats” to hand out each quarter. A “Pat” is a note-sized slip of brightly colored paper with space to enter the recipient’s name, the sender’s name, and the reason it is being given. The idea is to look for reasons to give other staff members a “Pat” such as thank-you’s for assistance, kindness, support, etc. The employee who gets the most “Pats” each quarter becomes the “Employee of the Quarter” with special privileges or rewards.
The “Pats” have opened our eyes! We knew we functioned well as a team but were amazed at how frequently we helped each other until we had a reason to look for kindnesses, and we tended to take them for granted. When someone has had a bad day or an especially tough time with a challenging patient, we’ll gang up and give them a bunch of “Pats”! We also try to remember the “UFO’s” (Up Front Only) - they help in so many ways - but their contributions aren’t quite as immediately noticeable as those performed by clinical staff. Doctors are also involved - they send and receive as well!
We hope this idea will help other practices as much as it has helped us appreciate each other! We would like to give a huge, public “Pat” to Dr. McCombs and staff for sharing this idea and another to Hummingbird Associates for providing such a wonderful forum for exchange! (See how pervasive this becomes? It’s wonderful to look for the GOOD in others!)
Drs. Karl Pick , Steven M. Siegal & Staff
Glen Burnie, MDWhen sending our “Welcome” letter to new patients, we include a professionally printed copy of Dr. Jones’ curriculum vitae. It consists of a personal photograph of Dr. Jones and explains a little about the “Jones Jig,” the molar distilling appliance Dr. Jones researched and developed. We have had several positive responses from parents and patients. They like knowing a little about him before they meet him face to face.
In addition, we have placed a copy in our waiting room. Many of our existing patients were pleasantly surprised to learn that Dr. Jones taught orthodontics for many years at Washington University in St. Louis and has lectured around the world. It has been a good marketing tool for us.
Pat Ahern, Office Manager
Office of Dr. Richard Jones
Alton, ILJust for fun, I recently asked our staff members how many years of experience each has in orthodontics.
We were all pleasantly surprised and shocked to learn that our combined experience is 121 years of quality service, caring, and dedication to our patients!
This is a statistic we want to share with everyone. So now it is displayed on our electronic message board, and it is certainly a “tidbit of information” we mention to patients and parents at their new patient consultation. We will also put it in our next office newsletter and brochure and use it in all forms of marketing because we know it sets us apart from other practices in our area. So try it. Tally those numbers. You might be surprised by what you learn about yourselves.
Terese J. Carroll
Office of Dr. John H. Coker, Jr.
Stafford, VAGOLDEN RULES
If You Open It, Close It.
If You Turn It On, Turn It Off.
If You Unlock It, Lock It.
If You Break It, Repair It.
If You Can’t Fix It, Call Someone
Who Can.
If You Borrow It, Return It.
If You Use It, Take Care Of It.
If You Make A Mess, Clean It Up.
If You Move It, Put It Back.
If It Belongs To Somebody Else
And If You Want To Use It, Get Permission.
If You Don’t Know How To Operate It,
Leave It Alone.
If It Doesn’t Concern You,
Mind Your Own Business.~ Author Unknown
Dr. David Welmerink
Sparks, NVOur practice purchased an imaging program this past year that has greatly improved our communication. Besides the convenient digital photographs, we have inserted a picture of the patient smiling into our diagnostic exam letter. Parents enjoy seeing their child in the letter and reading over doctor diagnoses and treatment suggestions. Parents have commented positively about the communication and that our office is keeping up with technology.
We are working on improving our progress reports. If anyone has an efficient progress report system you like, please share it with us. Thanks!
Vicky Johnson, Treatment Coordinator
Office of Dr. John T. Forrester
Aberdeen, WAThe Secrets of Heaven and Hell
The old monk sat by the side of the road, his eyes closed, his legs crossed, and his hands folded in his lap. He was in deep meditation. Suddenly, his zazen was interrupted by a samurai warrior’s harsh and demanding voice. “Old man! Teach me about heaven and hell!
At first, as though he had not heard, the monk did not respond. But gradually, he began to open his eyes, the faintest hint of a smile playing around the corners of his mouth as the samurai stood there, waiting impatiently, growing more and more agitated with each passing second.
“You wish to know the secrets of heaven and hell?” replied the monk. “You who are so unkempt. You whose hands and feet are covered with dirt. You whose hair is uncombed, breath is foul, and the sword is all rusty and neglected. You who are ugly and whose mother dresses you funny. You would ask me of heaven and hell?”
The samurai uttered a vile curse. He drew his sword and raised it high above his head. His face turned crimson, and the veins on his neck stood out in bold relief as he prepared to sever the monk’s head from its shoulders.
“That is hell,” said the old monk gently, just as the sword descended.
In that fraction of a second, the samurai was overcome with amazement, awe, compassion, and love for this gentle being who had dared risk his very life to teach him such a lesson. He stopped his sword in mid-flight, and his eyes filled with grateful tears.
“And that,” said the monk, “is heaven.”
~ Author Unknown
Rob Sidon
Santa Barbara, CAWords of Wisdom
If you don’t succeed at first, destroy all evidence you tried.
A conclusion is the place where you
get tired of thinking.
Experience is something you don’t get until just after you need it.
For every action, there is an equal and opposite criticism.
He who hesitates is probably right.
The hardness of the butter is proportional to the softness of the bread.
To steal ideas from one person is plagiarism, to steal from many is research.
Two wrongs are only the beginning.
You never really learn to swear until you learn to drive.
The problem with the gene pool is that there is no lifeguard.
A clear conscience is usually a sign of a poor memory.
If you must choose between two evils, choose the one you’ve never tried before.
Change is inevitable...except from vending machines.
A fool and his money are soon partying.
Plan to be spontaneous tomorrow.
Always try to be modest and be proud of it.
If you think nobody cares about you, try missing a couple of payments.
How many of you believe in telekinesis? Raise my hands...
I’d kill for a Nobel Peace Prize.
Everybody repeat after me... We are all individuals.
Death to all fanatics.
Love may be blind, but marriage is a real eye-opener.
Hell, hath no fury like the lawyer of a woman scorned.
Bills travel through the mail at twice the speed of checks.
Eagles may soar, but weasels aren’t sucked into jet engines.
Borrow money from pessimists, and they don’t expect it back.
Half the people you know are below average.
99 percent of lawyers give the rest a bad name.
42.7 percent of all statistics are made up on the spot.
A conscience is what hurts when all your other parts feel so good.
If you don’t succeed at first, then skydiving is not for you.~ Author Unknown
Dr. Kay O’Leary
Port Charlotte, FLYour Life Will Be Richer-If
Your life will be more prosperous if on this day
You will make an effort to:
Mend a quarrel.
Search for a forgotten friend.
Dismiss a suspicion and replace it with trust.
Write a letter to someone who misses you.
Encourage someone who has lost faith.
Keep a promise.
Forget an old grudge.
Examine your demands on others, and vow to reduce them.
Fight for a principle.
Express your gratitude.
Overcome an old fear.
Take two minutes to appreciate the beauty of nature.
Tell someone you love them.
Tell them again. And again. And again.~ Author Unknown
Stephanie Minish, Treatment Coordinator
Office of Dr. John W. Stieber
Mill Creek, WAThere is so much advice given to orthodontists and their staff to improve the practice. There are consultants, workshops, and conventions, all of which are to facilitate a “Million Dollar Practice.” With most offices just giving the average level of service, the result is an average practice. When you give less than expected, your patients respond in just the same manner. Yet, when you always give “Above and Beyond” to your patients, giving them more than they expected, your patients reciprocate. They then brag about you and your practice; the domino effect begins. You have built a vital positive relationship. It is every team member and every patient. The practice participates in the domino effect when everyone participates. Remember that nothing changes for the better until you change how you operate.
Gabriella Nemerson, Treatment Coordinator
Office of Dr. Frank J. Pazulski
Sarasota, FLI would like to express my sincere thanks again for the effort put into producing the Hummingbird newsletter. It’s the one publication I receive that is promptly read!
For those of you using Housecalls (a must for everyone!) don’t forget that you can enter a brief message on the confirmation call. We often market ourselves and our GP’s by reminding them to follow up on a particular subject. For example, include a message that tells them to ask their dentist about bleaching. If you are sponsoring an in-office contest, remind them to participate. The possibilities are endless. We change our message on the first of every month. We get tremendous feedback.
Dr. John Nista
Greeley & Nista Orthodontics
Wilmington, DERemember when…
A computer was something on TV
From a science fiction show.
A window was something you hated to clean,
And ram was the cousin of a goat…
Meg was the name of a girlfriend,
And gig was your middle finger upright.
Now, they all mean different things
And that means megabytes.
An application was for employment.
A program was a TV show.
A cursor used profanity.
A keyboard was a piano.
Memory was something that you lost with age.
A CD was a bank account.
And if you had a 3 ½“ floppy
You hoped nobody found out.
Compress was something you did to the garbage
Not something you did to a file,
And if you unzipped anything in public
You’d be in jail for a while.
Log on was adding wood to the fire.
Hard drive was a long trip on the road.
A mouse pad was where a mouse lived,
And a backup happened to your commode.
Cut you did with a pocket knife,
Paste you did with glue,
A web was a spider’s home
And a virus was the flu.
I guess I’ll stick to my pad and paper
And the memory in my head.I hear nobody’s been killed in a computer crash,
But when it happens, they wish they were dead!Lynne Fales, Computer Consultant
Sarasota, FLThe following excerpts are from a journal called How I Lost My Retainer, made for parents and patients of Drs. Cercone and Wear.
I lost my retainer in Redding. I put it in my lap in the truck, got up,d forgot about it, and went to put it back in, but it wasn’t there. So it’s in Redding somewhere!
~ Mandy Cobbrey
When I was 23, I had my second bottom retainer. I had put it in my daughter Ashley’s baby bag. cMy friend Shem stepped on the bag, breaking my retainer, which I so dearly loved. That was 12 years ago, and now Ashley is a patient of Dr. Wears!
~ Mary Seater
I was in New York, travelling. I went to the New York Metropolitan Museum for the day. At lunch I took out my expander and put it on my plate. I left it there. An hour and a half later I remembered it. I went downstairs to look for the garbage but there was too much.
~ Katga
Drs. Cercone & Wear & Staff
Santa Rosa, CAWhen you have reached the end of all the light you know, and you must step out into the darkness of the unknown, faith is knowing that one of two things will happen: either you will have something solid to stand on or you will be taught how to fly!
~ Author Unknown
Joan Garbo
Orthodontic Consultant & Lecturer
Houston,I have a book called The Secrets of Life by Stuart Wilde, and I found an excerpt that I think we can all learn from. Reading this, I find myself trying to live each day to the fullest.
On Making Things Special
What is real is what you have here right now. If you can make what you have unique, then every moment of every day becomes extraordinary. If you constantly project forward to the future or to things that may or may not come about, you devalue what you have created. In devaluing what is confirmed, you also pull energy away from your hopes and dreams and when they do finally show up, you’ll devalue them. So, it’s dumb to ignore the present in favor of a possible future which, when finally materialized, will disappoint you. You should energize the present with your approval.
After reading this, I hope that everyone will be able to accept the choices they have made and have a daily positive attitude that will reflect on the work they do and the people they are in contact with.
Lori Farr, Dental Assistant
Office of Dr. G. H. Pinsonneault
Cold Lake, Alberta, CanadaBirthday gifts are great, but we love having birthday potlucks as an office. We pick a convenient day for everyone to attend, a menu, and have fun. We have some great cooks in our office. We decorate the office with the birthday person’s photo and funny quips. The patients notice our staff’s camaraderie and it is an excellent way for us to show each other that we care and want to share in their special day.
Leeanne Whittington, NP Coordinator
Office of Dr. Joseph Hudgins
Carbondale, IL -
It is with grief and shock that I share with our readers that Bill Johnson has passed away. Bill Johnson, one of Hummingbird’s most beloved orthodontic clients. Bill Johnson, one of life’s most vibrant participants. Bill Johnson, a man who called it like it was with his deep radio-announcer voice and his penetrating blue-eyed gaze. No fanfare. Just heartfelt relating.
At least once a month, Bill would call just to check in. In his southern drawl, he would say, “Hey, how ya doin’?” He had no agenda. He asked no favors. He genuinely just wanted to see how things were going. I came to count on those calls.
Bill and his wife, Vickie, were two of my first orthodontic consulting clients. They were staunch supporters of Hummingbirds, attending every course we offered, participating in the Numbers Analysis from the day it was conceived, and involving all of the Hummingbird consultants in the growth of their practice over the years.
Annually, Vickie, Bill, and I would share a traditional breakfast at the AAO. No matter how busy we were or which city we were in, those breakfasts became benchmarks by which we measured our progress as we wove the stories of our lives into a tapestry.
At one of those breakfasts, Bill told me how he fell in love with his instructor while in orthodontic school. He explained that he knew Vickie was a much better orthodontist than he would ever be, so he married her. Together, they created an exemplary practice in Vincennes, Indiana. Only this year, they brought in a young partner so they could retire within the next two years.
We often talked about the picturesque farm they were building in Vincennes, Indiana, where Vickie grew prize-winning flowers, Bill raised draft horses, and Bill delighted in his hunting dogs.
And Bill entertained me with stories of his hunting trips with his brother, Tom, and Tom’s son, Caleb. Bill and Vickie shared stories of their travel adventures throughout the United States and Europe (often with Caleb whom Bill adored). Much of their travel was by car, for Bill loved to drive. They knew every back road, every point of interest, every fine-dining restaurant throughout the country. Bill’s tastes ran from the epicurean to the eclectic as he collected everything from rare bottles of scotch to information on the Civil War, to various pieces of heavy farm equipment.
But the stories that were the most fun were of Bill’s adventures at the 4H auctions. His patients knew that if they wore braces and had an animal up for bid, “Doc” Johnson would likely buy it. Every year, he traveled to five or six of the surrounding counties to bid on the animals of his young patients. They would parade their animals past him, flashing their tin grins to be sure he knew they were still in braces. Sometimes, once the bidding was over, rather than sending the animal to be slaughtered, he would return the animal to the child.
In the end, it was the heart of this big-hearted man that gave out. The cardiologist had put him on a treadmill and proclaimed he needed triple bypass surgery immediately. The surgery went without a hitch. As they wheeled Bill into recovery, the cardiac surgeon gave him a 99% chance of full recovery. But within 20 minutes, all vital signs failed, and he never regained consciousness.
The news is just sinking in. And the tears won’t stop.
Bill, you taught me so much about no-nonsense but constant communication, making the most of life, and the meaning of true friendship. I cannot thank you enough for your friendship, your support of Hummingbirds, and what you have offered to the Hummingbird clients you have mentored. Your impact will be felt for generations to come.
Please know that you can count on me to stand by Vickie and be present to her with my love and support.
With great love and sadness,
Karen Moawad
Many elderly patients who have dentures and implants need to be catered to. We thought it would be nice if the dental offices could go to the nursing homes and offer to clean their dentures or floss the implant areas. I know no one wants to do this, but it would make many people happy, and the nurses would have one less thing to do. This would give a few extra minutes to help the patient do other things. This could also be done at the hospitals.
The Staff
Office of Dr. Steven T. Tottori
Honolulu, HIIn a past issue, it was noted that one office cut the corner off one X-ray when two were being processed at one time. A more straightforward method might be to use X-Rite Radio Opaque Label Tape on the cassette when exposing the X-ray. We write the patient’s name, the date, and the patient number on the tape, which makes for easier identification after processing. X-Rite Tape can be purchased from OSE Co., Inc., (800) 638-4003.
Karen Mueller, RDH
Office of Dr. William I. Schuckit
Grafton, WIFOCUS
Focus your mind — like a laser beam — on the goals that you want to accomplish.
Believe in yourself and in your ability to accomplish those goals.
Refuse to let negative thought patterns sap your valuable energy.
Think positively and productively.
Learn from every mistake.
Turn each experience into an opportunity to grow.
Stretch. Do not become complacent with the status quo.
Spend quality time with your family.
Make a decision — a choice — to be healthy and fit. Take care of yourself.
Think of — and pray for — someone who has problems.
Then, thank God for your blessings.
Be the best you can be — NOW and ALWAYS.
Cristina Grinstead
Jameson Management Group
Davis, OKWe’ve always given our patients floss threaders (Butler) in their “goody” bag when they get their bands and brackets. One of our patients recently brought to our attention floss threaders from Flossaid Corp, (800) 528-3384. These threaders are stiffer and easier to use with braces. Thanks for all your work to provide The Nectar Connection.
Dr. James Oleskevich
St. Louis, MOAm I the last one to learn about using a perioprobe for bracket placement? The Hu-Friedy Color Coded probe (#600-7964, about $12) with its 1/2 mm color bands and long shaft, provides an excellent reference for bracket height and angulation for both direct and indirect bracket positioning.
Drs. Greg Hoeltzel and Rich Nissen
Orthodontic Consultants of Saint Louis
St. Louis, MOIn our busy practice, we have a way of making patients feel special and, at the same time, keeping them aware of how their friends are doing in treatment. The front office staff designed a new theme for the monthly bulletin wall each month. We have a section entitled “Braceless Faces” on which new debonded patients have their names posted and we also showcase new patients with their “Welcome” section. Patient birthdays for the month are also posted. For example, at Christmas, we made a large tree as our centerpiece. Christmas balls were made (one for each day of the month), and patient’s birthdays were posted on their respective ornament. Braceless Faces names were written on angels, and new patients were written on candy canes. The one stipulation is that all the month's decorations are handmade. The staff has a lot of fun getting involved, and the patients look forward to seeing what we can develop next.
Drs. Campbell & Pine
State College, PAWe have just purchased a child-size plastic rocking chair made by “Little Tykes.” When our adult “mommy” patients are treated, we place it in the operatory. It gives small children a place to be other than mom’s lap. It rocks to keep them occupied, is much safer than a chair with wheels, and is just their size.
Dr. Kay O’Leary
Port Charlotte, FLOn banding day, we give our new patients a T-shirt with “Braces by Dr. Jeffry” across the front. We tell the patient that every time they wear their T-shirt to a future appointment, we will give them double any hygiene prize tokens they earn. That way, not only are the patients walking advertisement billboards, but they also try harder on hygiene to get their hygiene prize token plus the double token for wearing their T-shirt. It’s fun to look around the clinic and see our T-shirts on all the patients in our chairs.
Kathie Broden, Controller
Office of Dr. Gerald J. Jeffry
Antioch, CAAn idea Dr. Bennett had to improve customer service and get staff enthusiasm up was to buy each staff member a copy of an outstanding book on customer service. He gave us one month to read and digest the book. We then had a staff meeting to discuss and share what we learned. Then, we were given a “test” on the book that, once we passed, we were given a $100 bill. It was fun for all and helped us focus on serving our patients better.
Colleen Howard, Treatment Coordinator
Dr. Randall K. Bennett
Salt Lake City, UTThis time, we’ll share about a fun event we hosted last summer. We started with the idea of having a patient appreciation day, which turned into a week-long celebration. Our staff wore tuxedos with vests and bow ties in colors that coordinated with our office. We had a red carpet leading up to our office door and Martinelli’s on ice in a silver bucket in the reception area. We “toasted” our patients and their families throughout that fun week. We even got a write-up and photo in our local paper!
The Staff
Office of Dr. Steven W. Campbell
Salem, OROur office always makes a great effort to run on schedule, especially for initial exam patients. However, we had a re-occurring problem. When the treatment coordinator came to the treatment bay to get me for an initial exam, I usually needed 5-10 minutes to finish patients before leaving. Recently, an electrician was doing some work in our office, and I asked him to install a small light mounted on a wall in the treatment bay that was visible from all treatment chairs. The on/off switch is in the initial consultation room. When my treatment coordinator gets to a specific point on the medical history form, she turns on the “warning” light, which signals me in the treatment bay to “wrap up” things within the next 3-5 minutes. This gives me a running start, and I am usually ready for her as she comes down the hall to get me.
Dr. Charles E. Gulland
Hermitage, PAWe have an Easter egg hunt for our patients and their families every year. We also invite the dentists and staff and their families. We use a local park and have one of our staff dress in a rented Easter Bunny costume. We have entertainment like a clown and a jumper for the kids. We provide muffins and orange juice. This year, we had a balloon company make a big Easter basket so they could take pictures of their kids with the Easter Bunny. We have Easter egg hunts divided into four age groups — we put candy and Easter eggs out with coupons for prizes. Everyone has a terrific time for a few hours on the Saturday before Easter, and we generate a lot of goodwill among the patients — it’s great for patient referrals, and it doesn’t cost too much, either!
Dr. Robin F. Abari
Diamond Bar, CAThe Nectar Connection is a great idea; we want to continue participating. We have the following to share:
Communication is essential to any successful orthodontic practice. A new avenue we are pursuing is e-mail. Computers are such a significant part of our lives. Why not take advantage of this new source? We sent messages and reminders to our patients regarding their treatment and other personal interests. Patient motivation is an essential key in achieving the best treatment results. We want orthodontic treatment to be a lifetime benefit as well as fun. Keep up the excellent work!
The Staff
Office of Drs. Serling, Decker, Sbuttoni, Boghosian & DiCerbo
Albany, NYIt’s great to share ideas with so many wonderful offices. In our practice, at the impression appointment, we hand out a customized brochure (many commercial ones are available.) In it, we spell out all the essential things orthodontic patients need to know about their time in our office to have successful treatment. We go over all aspects of cooperation (oral hygiene, keeping appointments, wearing elastics, etc.) and on to retention and retainer wear.
Because we know the material is important and want the brochure to be read and understood, we will give a quiz with the brochure. The quiz covers areas of vital concern to a new patient. When the patient presents the answers to the quiz at their bonding appointment, we reward them with two movie passes. It’s a win-win idea.
Dr. Victor S. Sands
North Hollywood, CAAt Halloween, you could give away sugar-free candies with the office name on them or get some trick-or-treat bags printed and hand them out.
At Thanksgiving, you could get someone to volunteer to be a scarecrow or a turkey and walk around the mall handing out floss or toothbrushes.
I hope that these will help you to start exploring ways to make your practice name more widely known.
The Staff
Office of Dr. Steven T. Tottori
Honolulu, HII wish to submit “My Daily Creed” for publication in The Nectar Connection. Copies of it can be posted throughout the office, where doctors and staff members can “re-charge” themselves whenever they need.
MY DAILY CREED
At this moment of rest and relaxation:
I am recharging my mind and body with
The creative energy from the UNIVERSE
I can feel this power flowing into me
This power will increase my strength to meet
all the tasks of daily living
I will be strong to endure all hardships
I will be brave to meet all problems without fear
If I feel depressed, I will sing
If I feel sad, I will laugh
If I feel ill, I will double my labor
If I feel uncertain, I will raise my voice
If I feel incompetent, I will remember past successes
I will master my moods through POSITIVE action
I will refrain from negative thinking and when
I master my moods, I will control my destiny
I WILL BECOME THE MASTER OF MY LIFE!
— Dr. Howard H. Jan
Dr. Howard J. Jan
Piedmont, CAWe give each patient a “Taylor Made Smile” T-shirt at bonding. During the summer months, we hold a “Picture Me in My Taylor Made T-Shirt” contest, awarding prizes in the following categories: Furthest distance from the office, most original place, most humorous, and the largest group wearing our T-shirts. Prizes are given at the end of the summer. Our bulletin board is filled with pictures of patients in our T-shirts nationwide!
Diane Ojeda, Patient Coordinator
Dr. J. Dixon TaylorCreativity is so delicate a flower that praise tends to make it bloom, while discouragement often nips it in the bud.
Alex F. Osborn
Office of Dr. Parker J. Fuhriman
Portland, ORSince most of our patients are teenagers of babysitting age, we had all interested teens sign up to be listed in our “Need a Babysitter?” book. We divided the teens by area, listed their birth dates, addresses, and phone numbers, and stored the information in the computer. We then ran the list and made it into a booklet. We keep a few copies on our counter available to all our parents. Not only was the list helpful to parents, but we also helped to find jobs for our patients. Since the list is stored in our computer, we can update and add new patients as they join our practice.
Office of Dr. Cy Alizadeh
St. Louis, MOFor the past eight months, I have been using a personal note recorder to keep track of memos and things to do. The recorder is credit card size and battery operated. It is very easy to use and convenient. I have become more organized and efficient by eliminating numerous Post-its and scraps of paper. I am using Voice It Technologies model VT-90. It has a 90-second recording capacity, which allows up to 25 short messages. Personal note recorders are available in most office supply stores and are inexpensive — typically under $50.00.
Dr. Glen C. Young
San Francisco, CADuring the December holidays, we take the opportunity to thank the staff of our outstanding referring dentists for all their support to our practice. We hand-deliver special gifts and pass along our doctor’s individual thanks. It’s a great chance to meet other staffs and invite them out to lunch in the future to exchange ideas.
Dr. Henry N. Gellert
Newtown, CT“Communicating without a desired outcome is like traveling without a destination. Enjoying the trip is a good outcome; ending up at your desired destination is also productive.”
Influencing With Integrity
by Genie L. Laborde, P.H.D.
We enjoy receiving The Nectar Connection. I’m constantly on the look-out for new, better ways to communicate and motivate. Many of my husbands’ management skills sources have been great. I especially love Dr. Laborde’s methods and examples in this book. It helps with communication skills.
Dr. Daniel M. Yaillen
Portland, ORTo avoid having to take arch wires out when taking progress records to transfer in case records, you can take a strip of soft tray wax and place a small piece interproximally (not on top of the bracket), and your impression will come out perfectly.
Elise
Office of Dr. Brian Povolny
Tukwila, WAIn ORMCO’s latest newsletter, there is a pictorial description of a simple technique to figure eight elastomerics around brackets. The author claims he no longer needs wire ligatures. I just started using the method and am very happy with the results.
Dr. William Hyman
Montebello, CAToday, everyone is concerned with health and the possibility of getting sick. We recently had an in-office seminar on heart, health, and exercise. Discussed were fat content in foods, eating better, and the need for exercise. We decided to make a whole lifestyle change, which was the only way to make it work. We set up a contest and made every fifteen minutes of high heart rate exercise equal to one mile. First, second, and third-place prizes revolving around health will be given at the end of the designated contest time. A healthier staff could lead to less absenteeism and an overall happier staff.
Dr. D.C. Dennington
Cape Girardeau, MIDr. Peters mentioned that you would be interested in reading this article about the cost and process of orthodontics. The article explained the costs associated with orthodontics, the screening process, and the typical types of cases we treat. Also, just to let you know, this article was on the news wire, and another orthodontist from Colorado contacted Dr. Peters to let us know the article was featured in their local paper in Colorado Springs. I hope you enjoy the article as much as we have.
Susan Jacobson
Office of Dr. Thomas G. Peters
Los Gatos, CAThe image of an organization emanates from its values, i.e., the standards and principles used to guide and evaluate action and behavior. The bonding agent for a team is values congruence. However, hiring decisions are often based primarily on a candidate’s task abilities. As crucial as tasks are, a hiring decision must begin with assessing a candidate’s values. Will this person blend with our internal culture, represent our beliefs to clients, and be congruent with our definition of a team? Unless the answer is clearly “yes,” slow down the hiring process, gather more information, and search further. Values incongruence is predictive of team disruption, client concerns, and revolving turnover!
Excerpt from Toward The Future
Doug and Marlyn Young
Parker, COI have enclosed a letter our office received recently after bonding an adult patient. We thought your readers would enjoy it as much as we did.
“Dear Dr. Morgenstern and Staff:
Today, I received a phone call asking how I was doing since my braces went on last Friday. I was impressed with your concern and a written response is easier than talking at this point.
Let me start at the beginning. When I left your office on Friday, I was told to go home and have a big lunch (before the pain set in). Boy, you guys sure have a sense of humor. I got home and made one of those Raman snack noodle things. After all, how hard could that be to eat...HAH! With the first spoonful, I realized that I could not bite down anywhere, and then the noodles began floating around in my mouth, only to wind up hanging gracefully on the brace wires as if someone placed them there to dry. It was the funniest thing...thank goodness no one was around to see it! So, while I quickly learned that not too much in the way of solid food would pass through these lips any time soon, the good news was that I could swallow...some “medicinal” brandy helped.
Saturday came, and I had to go out and face the world with all this stuff in my mouth, which didn’t look too bad. So what if my lips are fuller...I have that Julia Roberts look...some people pay to do that! But the worst drawback has been my speech. That wire on the roof of my mouth is a cruel joke. Why do you suppose they put that little plastic button in the middle only to expose the rest of the wire to cut your tongue to bits? So, I am trying very hard to enunciate my words (which is hard to do with a battle-scarred tongue) and not to sound like the town drunk as I slur my S’s.
Much to my husband’s delight, my mouth gets tired quickly, and it is easier for me not to talk...all this from someone who hasn’t shut up since birth! And no one mentioned how much saliva is caused by braces. My civic duty is to provide all my friends (my enemies can suffer) with a splatter screen for their protection. Getting the wax to stick where you want it before the flood of saliva comes is challenging, and nothing will stick. My advice...buy stock in any company that makes orthodontic wax...the way I use it, believe me, the stock will go up!
But all in all, I am doing fine. I know that sometimes, before the turn of the century, solid food will once again enter my body and that the initial discomfort is temporary. I have renewed respect for teenagers who share the same fate. The only good thing about getting braces at 50 is that acne does not come with it (menopause, perhaps, but no acne).
But in all seriousness, you have one terrific organization there,m and I admire your professionalism. Keep up the good work. By the way, if there are any tips as to how to keep this wire from cutting my tongue, please let me know...thish ish really painful, honeshtly.”
Sincerely Yours,
Marian Nelke
The Staff
Office of Drs. Kessler, Morgenstern, Sargiss and Wiser
East Windsor, NJJust an update on our progress since January. I simply can’t thank you enough for all you’ve done for our staff and practice. The quality of our lives has improved as a direct result of your consulting, Karen, and we appreciate it. We’re enjoying each day more, and the practice is blossoming. I’d highly recommend your services to anyone, and I can’t wait to see you at the MASO meeting. We think of you often.
Dr. David W. McSurdy
Collegeville, PAP.S. Doctor Time Scheduling and your incentive plan are working out beautifully!
Because the discomfort from seps is just as uncomfortable as from the banding appointments, I call the separator patients that evening as well. Inevitably, they have questions and are appreciative of the call. We’re also sending before-and-after photographs after the debonding on a two-sided key chain. We send them to Mom at work. They rave about it.
Dr. Stan Heiner
Modesto, CAAt our patient’s debond appointments, we present them with a “goody bag” filled with orthodontic “no no’s”, ie. popcorn, suckers, bubble gum, etc... We then take a picture of the doctor with the patient and their gift and hang the “autographed” picture on our bulletin board in our reception area. Friends and family can get a glimpse of the picture-perfect smile!!
Tina
Office of Drs. David F. Zak and Steven S. Banks
Des Plaines, ILWe have an exciting idea we would like to share. During appointments where it is necessary to reactivate a spring on the archwire, we simply add a crimpable stop made by GAC (stock # 47-601-22) This activates the open coil spring about 5mm. This eliminates removing the archwire, which saves on chair time.
Dr. Scott Robinson and Staff
Columbia, MOWe have noticed that many of our patients (children) continue to chew gum during their active orthodontic treatment, which causes some brackets to break. At the beginning of treatment, we inform the parents that a charge will be made for broken brackets, which are diet-related. This, of course, includes gum chewing. Over the years, we noticed that parents sometimes feel “punished” instead of their children, so we devised this idea. We have made flyers which we give to all our active patients which informs them that GUM CHEWING IS NOT PERMITTED...ABSOLUTELY NO GUM!!! The consequences...a 500-word essay entitled “Why I should not chew gum during my orthodontic treatment” (the essays are to be posted on our bulletin board). We have now left the patient responsible and asked the parents to support us. Well, the parents think this is a beautiful idea!! So far, it’s working for us.
Gabriella Taiariol
Office of Dr. Pavel Sectakof
Woodbridge, OntarioFOR THE PROBLEMS OF YOUR JOB.....BE THANKFUL
Over the years, life has continued to teach me that, on and off the job, we are evaluated more by how we handle problems than by the successes we achieve.
Who is there among us who has not had some problem of self-esteem or feelings of inadequacy?
Who has not had problems with friends and loved ones or complete strangers?
Who has not suffered financial worries and setbacks?
Who has not suffered heartbreak?
Who has not suffered some challenge in dealing with pain?
Who has not had a physical or mental disability?
Which parent has not had a problem with a child, and which child has not had a problem with a parent?
Who has not made some terrible mistake?
Who has not been judged falsely?
Who has not thrown themselves into some worthy, passionate cause — only to be utterly and totally disappointed?
As much as we try to avoid pain and problems, they show their heads at every turn. This being the case, we should embrace them and let them be our teachers.
Without problems, we would not be the person we are.
Hope and happiness lie in the fact that there is no problem that an ounce of love and an ounce of humor cannot make better. Grab hold of these “flotation devices” the next time you find yourself overboard.
Problems are really golden opportunities disguised in work clothes.
THANK GOODNESS FOR EVERY ONE.
Front Office Team: Kathy, Lorrie, and Shawna
Office of Dr. Jack Feller
Rock Springs, WYEach year, our doctor sends us to the National Orthodontics Convention at his expense. As a token of our gratitude, we purchase a picture print of the city and have it framed. This makes for a wonderful way to decorate the walls of our offices and gives us a lot of laughs and memories of that particular trip and year.
LaVonne Walden
Office of Dr. Walter Shepherd
Eden, NCAt our child removal appointments, we ask the patient to write a little “Thank You” to their parents (we’ve had a cute card printed with a braced smile on the front). We then present the patient with a bouquet of balloons; we take a Polaroid picture, enclose it in the “Thank You” card, and mail it off to the parents.
Our adult removals receive a coffee cup (with our practice name on it) with a balloon attached. What a great way of advertising where this perfect smile came from!
Sharon Levin
Office of Thompson Orthodontics
Overland Park, KSOur office just loved reading the October 1995 edition of The Nectar Connection. It had some beautiful ideas and uplifting notes. I want to share what our office did for Mother’s Day this year.
We asked everyone to write three sentences about “What’s so special about their Mom.” The winner received a certificate for their Mom to be pampered at a local beauty parlor for a manicure, pedicure, facial, hair cut, hair style, etc... We also gave movie passes for the runners up and displayed their comments on our bulletin board. I hope you and your readers enjoy reading all the comments as much as we do.
Grace Koontz
Office of Dr. Edward Sheinis
Coral Springs, FLWe have arranged for our debond patients to receive a complimentary 5X7 from a portrait studio. The portrait studio supplies us with the portrait certificates we give to the patients at their debond appointment. Once the patient has had their portraits taken, the portrait studio sends our practice a complimentary 5X7 of our patient. The picture is framed and displayed in our office for all to enjoy. The portraits are a big hit with all our patients, parents, and staff.
Drs. Daniel J. Grob and Mark T. Donovan
Tucson, AZThe need to duplicate X-rays for our patients’ dentists seems to occur frequently in our office. So, to save time and the expense of duplicating the film, we place two pieces of regular panorex film into the cassette at the initial records appointment. No settings need to be changed on the machine.
Dr. Marvin Stephens and Staff
Tyler, TXOur office recently hosted an April “Casino Night Party” with great success. We invited our referring dentists’ guests and staff. “Play money” was used and at the end of the night, prizes were awarded for various feats. Proceeds were given to a local organization in Denver, K.I.N.D. (Kids In Need of Dentistry). They were rewarded with a monetary gift plus a fun night of socializing. We look forward to next year!!
We reward our families who have gifted us with three or more of their children with a dinner certificate or gift basket to say “Thank You” for yet another trust in our office.
Drs. James H. Gallagher and Terri L. Alfred
Arvada, COWhat’s cold and rainy with a little bit of sun?? It’s the home of the Mariners Baseball team in Seattle, Washington. Our office is in the Seattle suburb of Kirkland, and we love baseball, and so do our patients. We have baseball paraphernalia everywhere in the office, and our patients and their parents enjoy looking at all the items we have displayed.
To help promote new patients, we decided to have a contest this summer. Every time a patient refers a new patient to our office, his or her name goes into a drawing. At the end of the summer, we will have a drawing and the patient chosen will win a GREAT gift: a signed baseball and rookie card of Randy “The Big Unit” Johnson, the 1995 Cy Young Award Winner. This promotion adds new patients for our practice, makes for great public relations, and adds a little fun for our current patients.
Tiffany Jenson, Chairside Assistant
Office of Dr. Richard Westin
Kirkland, WAOur patients and parents appreciate the little things we do to make their orthodontic experience memorable. Having the “Recipe of the Month” is an excellent way of sharing easy-to-eat foods for sore teeth. Here is an easy-to-make recipe to get started:
Spinach Soup
1 pkg. frozen chopped spinach
2 tsp. instant chicken bouillon
1/2 cup low fat sour cream
2 1/2 cups water
1 tsp. salt
Partially thaw spinach. Place spinach, bouillon, and 1 cup water in a blender. Blend. Add the rest of water, salt, and sour cream. Blend. Chill. Top with thinly sliced cucumber.
Delicious!!
Anonymous
We recently received the enclosed letter from a patient with whom we only did an initial exam. This patient has a complicated TMJ/surgical problem.
“Dear Dr. Gregg,
You did a (free) consult with me last August or so, which helped me decide not to get braces. I appreciate your professional assistance. With the money we’d saved for braces, we put new flooring in our kitchen. Putting in the wood laminate flooring was probably as painful as going through the braces, but it didn’t take quite as long. We appreciate your participation in getting a new floor. Now that it’s (mostly) done, we’re delighted with it. Maybe we’ll see you again in a few years (for braces, not flooring) with our kids.”
This thank you note made us laugh a lot! We also concluded that you never know where your next patient is coming from or going! We are now planning to launch a multi-media marketing campaign at all of the major home improvement stores in Spokane. We thought others would enjoy this note as much as we did.
Dr. Steve Gregg and Staff
Spokane, WAI certainly enjoyed meeting you and sharing the morning walk in Denver. Our whole office has also enjoyed The Nectar Connection, and I thought I might share an idea with you.
For Mother’s Day, we held an essay contest entitled “My Mom Is The Best Mom In The World Because.” Patients were asked to write an essay about their mom or stepmom in 50 words or less. They were to place their names on the back of the sheet so our office staff would have no idea who wrote the essay when they were reading it. The winning entrant won a dozen roses for their mom, delivered the day before Mother’s Day, along with a card from our office containing the winning essay. All entries were sent to the mothers in a card for Mother’s Day. We hope to have the same contest for Father’s Day with an appropriate prize.
Robin Friedly
Office of Dr. S. Meredith Johnson, Jr.
Jeffersonville, INCHILDREN TO CHILDREN VALUES
Children To Children is a non-profit support center in Tucson, Arizona, for children grieving the death of someone they love. We have worked with a small paid staff of four and seventy-five volunteers for the last four years. We believe that within each child and adult is the natural ability to heal their loss. We teach our volunteers to become safe vessels for children to do their work in. Listening, caring, and acceptance are the tools of our trade. The children are our teachers easily as often as we are teachers to them. Frequently, we shift roles during our time together. Our method of teaching is by living our examples. We tell the truth, we cry, we laugh, we listen to each other, we feel our feelings, we scream, we play, we care for each other. Those who work in our groups experience personal growth. We talk about it. We nurture it. Our goal is personal healing and inner peace for everyone.
To have such powerful healing groups, much administration must occur. From the beginning, we knew that the quality of our administrative work needed integrity comparable to that of our groups. We needed to make Nourishment of the Spirit a value in our workplace. The personal development resulting from working with children and adults mourning a death brings one to a place of bottom-line truth. We are here on earth to care for and love one another. To treat or be treated by another in any other way is incongruous and prohibits us from being a clear vessel, from doing the most healing work we can do.
One of the primary methods that we use to apply our tools is the talking circle. We sit in a circle at the beginning of every meeting, whether a meeting of two or twelve. We pass the talking stick, and each person “checks in” by sharing how they feel in the present moment. By listening, we learn to be more sensitive and compassionate. We get to know one another. We learn to notice how we are feeling. With this as our foundation, our business meetings are filled with respect. We are talking to the whole person. We are sharing our whole selves. And if the business topic is “hot,” someone always seems to remember to stop and remind everyone to take a minute or two to breathe. When we return to the topic, we rely on the talking stick to allow the speaker to complete what they are sharing and the listeners to breathe and listen.
Using the circle, we are developing a workplace where we learn how to feel safe and offer safety to our co-workers. Ultimately, this leads to a workplace where we can be “whole and complete.” The people we are, and the values we live by in our personal life outside of work are the same as at work. We no longer have to put on a work persona at the front door. This “wholeness” allows us to bring some of our most powerful and creative parts to our jobs.
The ideals that we value and work toward are:
• Communicating
• Using the talking circle as the framework for all vital communication
• Taking responsibility for ourselves and respecting one another
• Trusting one another to tell the truth
• Not punishing
• Honoring intuition
• Walking in our co-workers shoes
• Believing that no one wins unless everyone wins
• Making known our needs and wants
• Creating safety by really listening to others and ourselves
• Honoring our co-workers feelings and not trying to diminish or fix them
• Looking at the part we play in a conflict we may be having
• Refrain from having hidden agendas or secrets
• Learning that our security comes from within
• Committing to the time it takes to build healthy relationships with our co-workers
Marianna Cacciatore, Founder
Children to Children
Tucson, AZQuarterly Contests
Nov. Dec. Jan. Super Bowl Contest
Feb. Mar. Apr. = Poem Contest or Best Lost Retainer Story
May June July = Post Card Contest
Aug. Sept. Oct. “Guess the Ceph” Contest
Super Bowl Contest: Enter every time you have a scheduled appointment. Choose your favorite NFL or AFL football team. Only “one” winner.
Poem Contest: Prizes were given for 1st, 2nd, 3rd place, and an honorable mention. Create your “own” poem with an Easter or Spring theme or anything about teeth or braces.
Post Card Contest: Send a postcard to our office from any vacation point. Prizes have been given for the following: Longest Distance, Most Original, Most Historical, Most Scenic, Prize Fishing, etc.
“Guess the Ceph” Contest: During your scheduled appointment, fill out the entry form to match a Ceph X-ray to a staff member, to the ghost, or to Dr. Smith. We have had six out of six correct guesses. Prizes awarded.
Carole Dawn Smith, Wife, and First Exam Coordinator
Office of Dr. Darrell G. Smith
Roy, UTFollowing the A.A.O. meeting in Denver, I thought back to many conversations I had with orthodontists from various parts of the country. One of the concerns mentioned often was embezzlement. The comments weren’t, “It couldn’t happen to me.” Instead, I heard, “I think it may be happening in my office.”
Often, at the end of a consulting day, I sit down with the orthodontist to analyze reports in preparation for setting financial goals. In one particular instance, red flags jumped out; something was not right.
I told the doctor of my concern, and we decided to proceed with an internal investigation. We worked into the night, running copies of every patient's account history. Weeks and weeks of 20-hour workdays going through patients' accounts and bank deposits finally revealed that money was being taken from the office.
The doctor had to make the heartbreaking decision whether or not to press charges. Was having justice served worth possible negative publicity in the community? In this instance, charges were pressed, and the woman is now serving time in jail. The orthodontist had the complete support of his staff in his effort to fight “white-collar” crime.
Embezzlement is happening too often to ignore. Orthodontists must take ownership of the problem and take the appropriate action to eliminate the possibility of embezzlement.
Simple steps can be taken to protect both the doctor and employees.
• Do not allow an employee to sign on your checking account.
• Have the bank statement sent directly to your home, rather than to the office.
• Do not have the same employee handling accounts receivable and accounts payable.
• Do not leave blank signed checks for employees to use.
• Do not leave Master Card or Visa in the office for employees to use. If employees have the privilege of using an office credit card, carefully compare all receipts to the monthly billing.
• Compare all packing slips and invoices to monthly statements.
• Check daily charges and receipts to ensure all new contracts are posted.
• Verify and sign off adjustment reports at the end of each month. If numerous adjustments are made each month, find out why. Is it just sloppy bookkeeping that requires additional training?
In most cases, embezzlement is not planned. The opportunity arises and then, once money is taken, it is much easier the next time. Take the time to set up the appropriate systems so you, too, don’t become an embezzlement statistic. Avoid becoming the next orthodontist who decides if legal action is warranted.
Debbie Best, Financial Consultant
Hummingbird Associates
Bainbridge Island, WAOur staff brought early childhood photos and had a little contest for our patients. It was fun for our patients to see what weird clothes, hairstyles, etc., we had! It was a good laugh and practice builder, too!
Dr. Michael F. Richards
Price, UTFAITH
When you have come to the edge
of all the light, you know,And are about to step off
into the darkness of the unknown,Faith is knowing
one of two things will happen,There will be something solid to stand on,
or you will be taught how to fly.- Anonymous
Doug and Marlyn Young
Parker, CO“When someone does something good, applaud!”
— Samuel Goldwyn
The staff and Dr. Stephen L. Sherman want to do just that for the following three consultants, whose collective assistance has been invaluable in advancing our efforts to sustain the best possible care for our patients.
Karen Moawad and Mary Beth Kirkpatrick—Without Karen and Mary Beth’s expertise, our office would not be the finely tuned, efficient, and up-to-date office it has become. We couldn’t have done it without you!
Last but certainly not least...Carol Eaton—Carol suggested and helped develop a D.D.S. profile survey to send to our colleagues in the dental profession. This survey has been an essential tool in facilitating the treatment our patients receive. Bravo, you have been a tremendous asset to our office.
I want to add that none of this would have been possible without our boss!! Simply put, Dr. Sherman, it’s easy to do the external marketing that I do because I do it for an employer as extraordinary as you are!
Marty M. Paddle, Orthodontic Assistant
Office of Dr. Stephen L. Sherman
Baton Rouge, LAWe have enjoyed past issues of The Nectar Connection and received many good ideas. Our thanks to everyone who has participated.
Dr. Bench offers a five-hour accredited seminar in our town to help the registered dental assistants and hygienists attain their continuing education credits. We invite all of the local dentists and their staff at no charge to them. This saves them from having to travel a long distance. On one side of the seminar room, we have a table with “before” and “after” pictures set up; on the other side, we have a fold-out board. This board has photos of mutual patients of ours and the general dentists. These pictures show patients who require restorative work, including peg laterals that need bonding, crowns, bridges, etc.
We always take intra-oral photos after the debonding but before the patient sees their general dentist. After the patient completes the restorative work, we take another set of images. We then present the before and after photos on the board, along with the dentist’s name and completed work. During the break, everyone had a good time walking around and seeing the work done either by themselves or their colleagues.
After the restorative work has been completed on a patient, their dentist receives a fold-out card with the before-and-after photos attached. Dr. Bench writes a note inside telling the dentist what a great job they have done. We have found them to be a good marketing tool to show how the general dentist and the orthodontist can work together to create a beautiful smile!
Valerie Morehouse, RDA, PRC
Office of Dr. Ruel W. Bench
Lancaster, CAWe have received your publications and have enjoyed them. What an excellent idea to compile words of wisdom that relate directly to the particular circumstances in orthodontics. What better way to improve than from the shared experience of others in your field?
A new patient appreciation program has just been implemented in our office. Each patient received a flyer explaining that our “good” patients had not been given their due. From then on, they are given a wooden nickel at each appointment that a patient comes in on time, without breakage, with an excellent oral hygiene score, and a good appliance wear or elastic wear score. Those nickels are good for purchasing items in a display case in our lobby. We included tooth-shaped pencils for one nickel and a watch for 24 nickels. The response has been very positive, and most of all, we pay special attention to those who care for their braces appropriately.
Melody Polacek, Administrator
Office of Dr. Stephen Yu
Encino, CAReacting to Difficult Patients and Parents
Working with people can be a very rewarding experience most of the time. We still must be ready to react to the actions of different personalities in those occasional difficult situations. Some examples:
1.Dealing with the aggressor, who is intimidating, hostile, and loves to threaten.
What to do: Guide them into a private room if possible. Listen to everything the person has to say. Avoid arguments and be formal, calling the person by name. Be concise and transparent with your reactions.
2.Dealing with the underminer, who takes pride in criticism and is sarcastic and devious.
What to do: Focus on the issues and don’t acknowledge sarcasm. Avoid overreacting.
3.Dealing with the unresponsive person, who is challenging to talk to and never reveals his or her ideas.
What to do: Ask open-ended questions and learn to be silent — waiting for the person to say something. Be patient and friendly.
4.Dealing with the egotist, who knows it all and feels and acts superior.
What to do: Make sure you know the facts. Agree when possible and ask questions, and listen.
Modified from Communication Briefings — Volume XV, Number II
Lori Garland Parker, Clinical Consultant
Hummingbird Associates
Bainbridge Island, WAWe have a vast Lucky Dip Bag in the foyer of our office. This bag consists of small prizes with a maximum value of $1. Whenever young patients are well-behaved or have been doing the right thing with their appliances, they are asked to have a lucky dip. We also give them to younger brothers and sisters. This has had a phenomenal impact on the children that we see. Current patients are excited about coming in for their next appointment. New patients come to see us because their brothers and sisters or friends at school have told them how much fun it is to see Dr. Duncan. Parents are pleased because we have made their children happy. Referring doctors hear fantastic reviews about Dr. Duncan’s orthodontic practice, and Dr. Duncan’s staff have this tremendous opportunity to do something nice for our younger patients.
Sue Abram, Treatment Coordinator
Office of Dr. Grant W. Duncan
South AustraliaFor our patients/parents who love the Internet, the tooth fairy has her own Web Page.
According to Dental Teamwork, “http://www.asis.com/~meganm/dental.html” offers stories for kids, pictures, and dental hygiene tips parents can teach their children.
Anonymous
In our office, we have contests involving our patients. The feedback that we get is amazing. Right now, we are in the makings of our next contest, “Who Knows The Nose?” We have taken molds of each of our staff’s noses and put them on the mantle in our waiting room. Each patient will have a chance to try to identify each nose.
Dr. Robert Baarsvik and Staff
New Bedford, MA8 GIFTS THAT DON’T COST A CENT
The Gift of Listening
But you must really listen. No interrupting, no daydreaming,
no planning your response. Just listening.
The Gift of Affection
Be generous with appropriate hugs, kisses, pats on the back and
handholds. Let these small actions demonstrate the love you
have for family and friends.
The Gift of a Written Note
It can be a simple “I Love You” or “Thanks For the Help” note
or an entire sonnet. A brief handwritten note may be remembered
for a lifetime, and may even change a life.
The Gift of a Compliment
A simple and sincere “You Look Great In Red,” “You Did a Super Job,”
or “That Was a Wonderful Meal” can make someone’s day.
The Gift of a Favor
Every day, go out of your way to do something kind.
The Gift of Solitude
There are times when we want nothing better than to be left
alone. Be sensitive to those times and give the gift of
solitude to others.
The Gift of Laughter
Clip cartoons. Share great articles and funny stories. Your
gift will say, “I Love to Laugh With You.”
Judy Hoskins, Office Manager
Office of Dr. Nicholas D. Barone
North Providence, RI
Some ideas on efficiency:
1. Buy your dental products from one or two manufacturers. While each item may not be the absolute cheapest, you’ll find that you will save significant dollars on staff salary for the time it takes to find the cheapest price anywhere.
2. Cross-train everyone for 2-3 positions. This way, if someone is sick or on vacation, someone else can step right in. Cross-training initially takes a lot of time and effort, but it’s well worth it.
3. Use the 24-hour rule for concerns or conflicts—both the doctor and employees have 24 hours to resolve the conflict or concern—no exceptions, no lingering concerns.
Dr. Gregg G. Hipple
Cottage Grove, MNWhen arriving at the office of Dr. Steven A. Steer, you will be greeted with a smile and then asked, “What game would you like to play?” At our office, we have discovered a way to keep youngsters and adults occupied while they wait to see Dr. Steer. We do this by offering GameBoys with a wide variety of games from which to choose. When a patient is tired of playing one game, they trade in their current game for another one. We keep a list of all games posted on the bulletin board, so we don’t have to continually answer the question, “What games to you have?”
This is beneficial for both the patient and our staff. The patients look forward to coming in for their visits just to play a few rounds of Tetris.
Dr. Steven A. Steer & Staff
Springfield, ILWe really enjoyed receiving The Nectar Connection at the AAO convention in Denver. We keep the following story posted in the office to encourage teamwork and staff involvement. We’re looking forward to our next issue!
IF YOU WON’T, WHO WILL?
This is a story about four people named Everybody, Somebody,
Anybody, and Nobody. There was an important job to do and
Everybody was asked to do it. Everybody was sure Somebody
would do it. Anybody would have done it, but Nobody did it.
Somebody got angry because it was Everybody’s job.
Everybody thought Anybody would do it, but Nobody realized
that Everybody would do it. It ended up that Everybody
blamed Somebody when Nobody did what Anybody could have done.
B.J. Angle, Treatment Coordinator
Office of Dr. Nathaniel Ritter
Dayton, OHThe following is a poem written by a formerly apprehensive patient. You might like to include it in The Nectar Connection. Keep up the excellent work — we enjoy the words of wisdom and practical suggestions.
I have a new expander sitting on my palate.
I wanted to take it out and hit it with a mallet.My mother tried to use the key, but it got stuck instead.
So there I was with that thing protruding from my head!I was so upset that I began to bellow.
“Not to worry,” said my mom, we’ll call Dr. Luposello.He told us on the telephone precisely what to do,
And said, “I’ll meet you in the morning at exactly at 9:02.”He showed us how to insert the key into its little place,
And how to advance it every night so my teeth would have more space.Now, at last, I’m used to it,
So, I no longer pitch a fit.I want to thank both Dr. Price and Dr. Luposello.
They’re always there to give me care.
They’re each so fine a fellow.Lisa Kay Rosenthal
Lois Price
Office of Dr. Charles Price & Dr. Mark Luposello
McLean, VAWe love reading each issue we get. We have gotten so many new ideas! Thank you very much.
Here is the contest we used for July 1996. Each person in the office casts a mold of their nose with a fast-set alginate. We poured them up like a set of models, mounted them on a poster board, and titled it “Pick Our Noses.” They had to match our noses up with us. Everyone loved it. They thought it was hilarious. The person who guessed everyone right won a $20 gift certificate. Seeing all those noses together is more challenging than you think. Have fun; that’s what it’s all about!
Cindy Bishop, Office Manager
Office of Dr. L. Vaughn BoggessHere are ideas that our office thinks are of good value:
We insert a bright pink blank sheet into patients' folders behind on their payments. The patient does not realize the value of the pink sheet, but when they come up to the front desk, it is a red flag for our appointment person to remind them gently of their lapse.
Sometimes, we go through a rash of failures, and other times, we see everyone! It has become an automatic occurrence that if a patient fails more than 1/2 hour, we contact them immediately by phone, barring the reaching of them; we also send out a postcard reminding them of their failure. We file the folder alphabetically in a special section in the files (failures) and then do a follow-up phone call one week later if the patient has not returned your call.
We color code all special appointments as follows:
Pink — new patient
Yellow — retention
Blue — records
Green — bonding
Orange — additions or removal
Purple — deliver retainers
This way, when Dr. Davis glances at our computer-generated appointment list, he can quickly see what the day looks like without having to read every procedure for each patient. We also put regular adjustments in the first column, more time-consuming ones in the second column, and then the most extended procedures in the third column. This also helps when calling in patients, as with a quick look, the person doing the seating knows which chair to put that procedure in.
We dot code with a green dot for patients in detention. They are filed in a separate filing cabinet from regular patients. This eliminates a lot of files to search through when pulling for active files. (As retention files are not pulled as often)
Thank you for sharing your newsletter. Almost every letter we receive gives us some great ideas to utilize. Everyone here reads it from cover to cover and then discusses it at our office meetings.
Sheril Davis, Office Manager
Office of Dr. William W. Davis
Darien, ILAfter a lifetime of moving as first a preacher’s kid, then a Navy wife, and now in my own itinerary, I FINALLY came across this little bit on “How to sort junk from memories (then throw out clutter or give it away.)” I have no idea who wrote it, but I find it extremely valuable.
Something is “junk” if:
...it is broken or obsolete, and fixing is unrealistic...you have outgrown it physically or emotionally...you have always hated it...using it is more bother than it is worth...it generates bad feelings...it would not affect you if you never saw it again.
An item is not “junk” if:
...it generates love and good feelings...helps you make a living...will do something you need to be done...has significant cash value...gives more than it takes...will enrich or delight the coming generation.
Lucy Jones-Voisey, Ph.D.
Director, Wesley Foundation
Tucson, AZI have found that some patients do not wear their elastics to the office because they are automatically removed to change the archwire, etc. To confirm that elastics are being worn as instructed, ask patients to wear them to each appointment so they can be checked. While checking to make sure nothing is loose or broken, confirm that the rubber bands are being worn correctly. If the elastics are not in place at the appointment, ask the patient to put them on and watch the process. You can quickly tell if they are worn routinely by how easy or difficult the process. Sometimes, elastics can be worn incorrectly (or not worn at all), and this procedure will help identify any compliance issues.
Anonymous
We have improved our impression-taking success by giving our young patients a digital countdown timer to hold while taking their impressions. We show our patients how to set the timer for the time it will take for the impression material to set. When we place the impression material in our patient’s mouths, they concentrate on pushing the start button and watching the numbers count down to zero, where they have to push the stop button to turn off the alarm. Our patients spend more time adjusting the timer and less thinking about the impression material in their mouths.
Dr. Bill Trepp
Pasadena, MDFor those who have been contradicted for being tender-hearted and sensitive. Remember, sensitive people make the best parents, the best artists, the best poets, the best friends, the best employers, the best employees, the best doctors, and the best musicians. You can use your sensitivity to help you decide which persons will drain you and which will enhance your life.
Tender Hearted
Have you ever been watching a movie with tears running down your cheek?
Or looked through cloudy eyes at someone calling you weak?
Reading a story, and so choked up you couldn’t see the words?
Maybe a lump developed in your throat over something you just heard.
There’s nothing fragile about tender hearts, you know.
Other people have feelings, but they just don’t let them show.
Linda Slagle, Treatment Coordinator
Office of Drs. Shannon and Andregg
Tulsa, OK“LOVE”
“You have to have a job that you love. You have to have a career that you love. There’s no point in spending a lifetime doing something you don’t like. It’s not worth it. If you want to be happy for just one hour, nap. And if you want to be happy for a day, go fishing. If you want to be happy for a week, take a vacation. If you want to be happy for a month, get married. If you want to be happy for a year, inherit a fortune. But even after a year, after you acquire everything you can think of, you’ll still wind up unhappy after buying everything you wanted if you’re not happy in what you do every day.”
The point is to get yourself an occupation that you love, do something that you’re really in love with, so that when you go to work every day, it will be in a place you really want to be.
That’s a hard thing to do. Most people go to work in the morning for something they consider “just a job,” they spend every day of their entire lives until age 65 waiting to stop working. When they finally stop working, they realize life’s over.
They’ve been waiting for this time to come, and when it does, they are disappointed.
One should really find out how successful one wants to be during, not after, the journey. Life is challenging. There are many disappointments, tragedies, misfortunes, and unfair things. Good people who devote their lives to helping others sometimes die young in senseless accidents or illnesses, while rotten, greedy, cruel people live on almost forever, creating misery everywhere they go.
Once you begin loving what you do, once you begin having a good time doing what you do, and once you begin actually doing what you want to do, the fish will begin to jump in the boat for you.
Find a way to have a great time doing what you do, and I bet that’s where you’ll find success because what you do will be so much fun, and good fortune and prosperity will just come to you.
Dr. Kenneth W. Groman
Holmdel, NJFinally, I take pen to paper and write to tell you how much I enjoy The Nectar Connection!! Thanks for calling my attention to the Service in the Noetic Sciences Review article. I am now using it in training sessions with our staff as exceptional service is what we stress and work to provide to the residents who live in our multi-family children and families rental apartment communities and in our retirement/assisted living apartment communities. I’ve also used quotes and other material from the publication in the past. Thanks for keeping me on the mailing list!
Dee O’Neill, Attorney
Netwest Development Corporation
Tucson, AZI was perusing your latest issue of The Nectar Connection and enjoying the useful tips and comments that it contains and noted your presence on the Internet. As an international user of your services and tapes, I find this very beneficial for communicating quickly and effectively, and I applaud your decision to appear on the WWW.
A recent tip I received that others using micro etching cabinets may be interested in is to prevent the scratching and eventual replacement of the viewing shield by covering the inside surface with cling wrap. This prevents the aluminum oxide particles from scratching the cover, which is easily replaced.
Thank you for sharing The Nectar Connection with us and we look forward to your future issues.
Dr. Peter G. Miles
Caloundra, AUSTRALIAThis is a copy of a plaque given to me by William Drake, President of Pennwalt, in 1975. This is so true. Enjoy it, and keep up the good work.
The Modern Little Red Hen
Once upon a time, there was a little red hen who scratched about the barnyard until she uncovered some grains of wheat. She called her neighbors and said, “If we plant this wheat, we shall have bread to eat. Who will help me plant it?”
“Not I,” said the cow.
“Not I,” said the duck.
“Not I,” said the pig.
“Not I,” said the goose.
“Then I will,” said the little red hen. And she did. The wheat grew tall and ripened into golden grain. “Who will help me reap my wheat?” asked the little red hen.
“Not I,” said the duck.
“Out of my classification,” said the pig.
“I’d lose my seniority,” said the cow.
“I’d lose my unemployment compensation,” said the goose.
“Then I will,” said the little red hen, and she did.
At last it came time to bake the bread. “Who will help me bake the bread?” asked the little red hen.
“That would be overtime for me,” said the cow.
“I’d lose my welfare benefits,” said the duck.
“I’m a dropout and never learned how,” said the pig.
“If I’m to be the only helper, that’s discrimination,” said the goose.
“Then I will,” said the little red hen. She baked five loaves and held them up for her neighbors to see. They all wanted some and, in fact, demanded a share. But the little red hen said, “No, I can eat the five loaves myself.”
“Excess profits!” cried the cow.
“Capitalist leech!” screamed the duck.
“I demand equal rights!” yelled the goose.
And the pig just grunted. And they painted “unfair” picket signs and marched round and round the little red hen, shouting obscenities.
When the government agent came, he said to the little red hen,” You must not be greedy.”
“But I earned the bread,” said the little red hen.
“Exactly,” said the agent. “That is the wonderful free enterprise system. Anyone in the barnyard can earn as much as he wants. But under our modern government regulations, the productive workers must divide their product with the idle.”
And they lived happily ever after, including the little red hen, who smiled and clucked, “I am grateful. I am grateful.”
But her neighbors wondered why she never again baked any more bread.
Dr. W. Morgan Davis
Mesa, AZWe have an ongoing contest in our office and have found a way to display the winners by using our sea life theme. A photo is taken of the patient and the prize they have chosen. We then place their picture on fish we have cut out with different colors of construction paper.
We now have a school of fish swimming throughout our office. Our patients enjoy seeing pictures of others while finding their own.
Office of Dr. William T. Anderson
Orlando, FLWe had photographs taken with a camera here in our office of each person on the staff. We then made sure that we had a panoramic X-ray of each staff member. We mounted our pictures with our names under them and placed the panoramics in a manila envelope. The object of the contest was for the patients to match the correct picture with the correct panoramic X-ray. Under the contest, we included dental information that we thought might be helpful and interesting. The winner won $25.
Marinda E. Eure, Office Manager
Office of Dr. Joseph E. JamisonSkeletal growth is significant in the correction of some malocclusions. Rather than asking, “Have you been growing taller lately?”, we now have a chart in the consult room that the Treatment Coordinator can use to measure the patient’s height and then record it in the chart. A simple answer to a simple question!
Patricia Svarny
Office of Dr. Charles E. Gulland
Hermitage, PAIt is essential to realize that the putty stage of the impression is merely to fabricate the custom tray. After the putty is mixed, we leave it in the mouth for only 30 seconds. We remove it from the mouth while it is still soft and use a mirror handle to open the channel where the teeth are and to eliminate all the interproximal putty material. Again, the technique is to create a custom tray.
We then immediately add the thinner wash material as soon as we are finished re-contouring the putty and reseat it after drying off the teeth with a 2 x 2. At that point, we leave the tray in the mouth for a total of three minutes from the start of the thinner wash material mix.
This technique probably saves 1 1/2 - 2 minutes over waiting for each material to set separately. Another small point is that you’ll obtain the most accurate impression by being very gentle when reseating the tray with the thin material. If none of the color of the putty shows through the thin wash material, that’s an ideal impression.
Dr. Charles J. Ruff
Waterville, MEWe want to be on your mailing list for The Nectar Connection. The information you provide is incredible!
I would like to share with you a thought regarding the hiring of a new employee to an existing staff. The staff and doctor can either “make it” or “break it” for the new employee. Many times, a new staff member can appear or feel threatening to the existing team members. Open communication has helped with the transition for me.
On my first day on the job, Dr. Anderson provided lunch at a staff meeting and allowed everyone, including him and his wife, to introduce themselves and share some interesting things or feelings about themselves.
Changing jobs has been a big and frightening step for me. Giving up the comfort of knowing my job and leaving close friends was very difficult. Thanks to Dr. Anderson and his team, the transition has been much smoother than I expected.
Colleen T. Howard, Treatment Coordinator
Office of Dr. Douglas M. AndersonGreetings from the hummingbird Capital of the World, Sierra Vista, Arizona.
Enclosed, you will find an entry for publication in your newsletter. We are all enjoying the newsletter.
We look forward to the next issue.
This summer, we are having a postcard contest. We asked patients to send us a postcard while they were on vacation, visiting relatives, or a postcard they happen to find here in town. We wanted everyone to have a chance to win. The categories were: Funniest, prettiest, furthest away in USA, furthest away out of USA. Four prizes, such as gift certificates for pizza, books, and videos, will be awarded the week after school starts.
We receive postcards every week. It is fun to see where patients have traveled and read their comments. We have decorated our bulletin board with these great postcards. When patients come in for their office visits, they check the board to see where they are in the running.
Postcard Contest
While you are on vacation or visiting relative s this summer, send us a postcard...
Prizes will be awarded for:
1. The Funniest
2. The Prettiest
3. The Furthest Away-USA
4. The Furthest Away-Out of USA
Judith A. Varin
Office of Dr. Elliot E. Angel
Sierra Vista, AZOur office has recently implemented a new financial option: OFP. The Orthodontists Fee Plan has allowed our patients to pay over 36 months with nothing down at a very reasonable 9.9% interest. This has allowed our office to be firmer in our financial arrangement while allowing many families to begin treatment, which they would not be able to do under our traditional office plan.
Our case starts are up, and our cash flow has improved!!
Darlene Durham
Office of Dr. Richard Talbot
Citrus Heights, CAThe ability of an orthodontic team to develop trust-based relationships and loyalty with their clientele is directly equivalent to the trust, respect, and affection existing between each team member and every other team member.
O.A. Bud Ham
Aurora, ColoradoI enjoy reading your publication. Whenever I find something appropriate for another staff member, I share it at our monthly meeting.
We keep a bulletin board in our reception area. I check the local newspapers, cut out articles or pictures of our patients, highlight their names, and display them. The board is just above the desk where appointments are made and gets much attention from parents and patients.
I hope other offices find this useful.
Marlene Klein
Office of Dr. Howard S. Anstendig and Dr.Brian H. Finn
Eastchester, N.Y.We are always thinking of ways to keep our patients involved in our practice. Our most recent idea was a trivia contest about Dr. Colb, to see how well our patients know their orthodontist. Questions such as eye color, shoe size, height, dog’s name, and favorite color were printed on a sheet of paper for each patient to fill out. A prize was awarded to the patient with the most correct answers. Some of the answers we received were amusing. They entertained our whole staff! This was one of the more original contests we’ve had. The participation was much more than we anticipated.
Bernie Layden
Office of Dr. Michael A. Colb
Pueblo, COI found this article from the Cedar Rapids Gazette, when I was “working” at getting my desk in order and thought I’d send it off! I think of you and send warmth.
Vacations a Good Incentive
By Lynn Feuerbach
Competition in the dental industry pushed Duane Schmidt and his fellow dentists at Gentle Dental East in Cedar Rapids to look for a way to inspire their employees to get ahead of the pack.
“We get 300 new patients a month - we’ve done that for years,” said Schmidt, 66. “But how do you keep them?”
His solution: Set business goals based on collective billing volume and take employees on a trip every time they meet those goals in a consecutive 12-month period.
Since implementing the plan in early 1989, Schmidt and company have been to Hawaii, on a cruise to the Bahamas, and, last August, to Cancun, Mexico.
“They can make it happen any time they want to,” he says of the office’s 36 employees.
Schmidt says that progress toward the goals is charted in the office and closely watched by employees.
To be eligible for the trips, employees must have worked for the entire 12-months. Spouses and guests are invited at reduced rates.
“It inspires the staff to continue to do things right,” Schmidt says of the trip offers. And when patients are treated in a caring manner, they refer their friends and family, he says.
Working relationships also improve, she says, because employees get to know each other and their spouses better through sharing new experiences.
While Schmidt intended to improve the business, he also saw it as a way to recognize employees’ efforts.
Jean Blair
Iowa City, IAFor two years now, we have been enjoying and gleaning precious gems from The Nectar Connection. So many wonderful ideas have been shared, and I just wanted to let you know how much your efforts are appreciated in continuing to publish such a valued resource, helping to make our practice just that much better!
We feel a great sense of accomplishment when we see our patients' lives and “smiles” change. We instituted a form of recognition for our patients who have completed their orthodontic treatment. The day they get their braces off, and come to the appointment desk to get their appointment card for their retainer visit, our receptionist starts clapping. This is a signal for EVERYONE in the office to stop what they are doing, start clapping, and come to the reception desk. We then sing a short “BIG DEAL” song, and they get a bag full of all the things that they weren’t supposed to eat while they had their braces on, i.e., popcorn, caramels, Jolly Ranchers, bubble gum, soda pop, licorice, taffy. The kids love the recognition, and it allows us to tell them congratulations and do a little bit of marketing at the same time.
Doing this “little” song has not only affected our patients but has had an astonishing effect on our staff. We feel more like a TEAM when we all contribute to the atmosphere in the office.
The words to the song are: (TUNE: My Gal’s a Corker)
Today’s your debond day,
And we just have to say,
Con-gra-tu-lations from the
Whole office crew!You have a win-ning smile
That real-ly fits your style,
And it should last your whole life
Thro-ooo-ooough. Hey!Thanks for Everything, Hummingbird!
Kathy Redd
Office of Dr. Stephen D. Hanks
Las Vegas, NVOur practice is considering two investments in the near future and would like input from others concerning their experience with each one. The first would be a CD-ROM patient education system. These systems are offered by Ormco, Unitek, and others. We would be grateful if anyone using these in their office could share information with us.
The second item we are considering is an imaging system. If you are using one, would you suggest we get a stand-alone system or one integrated into our computer program? We welcome any information you give us by phone, fax, or mail.
We greatly enjoy the Hummingbird newsletter and have benefited from many of the ideas. Thank you.
Beth Anne Van Rhee
Office of Dr. William T. Anderson
Orlando, FLThe ideas and tips in the nectar connection are a great source of information. You can learn from the ideas of others. The doctors in our office ask our opinion on a lot of things. Right down to the wallpaper in the office. It’s great to know that our opinions and ideas count, too. GOD BLESS the doctors who are open to growth.
Holly Sisti
Office of Dr. A.J. Apicella and Dr. S.S. Conner
Mechanicsburg, PAIn our reception room, we have a 100-gallon aquarium filled with colorful fish, live plants, and a “diving dog.” Not only has it a calming effect on our patients, but it is also very entertaining for the “little ones” who accompany their older siblings to our office each month—it’s better than toys.
Gabriella Taiariol
Office of Dr. Pavel A. Sectakof
Woodbridge, Ontario CANADAAt times, it is difficult to get a parent to agree to a morning appointment for their child. To help working parents, parents with younger children, etc., we offer to walk our patients to school after their morning appointments. Three schools are nearby, which makes this possible.
Dr. Henry N. Gellert
Newtown, Conn.I have completed my first year of optometry. I made the honor roll with a G.P.A. of 3.70. I can’t tell you how exciting my year was. It was stressful and challenging all at the same time. We were finally introduced to the clinical component of optometric care - for the first time, I finally started to feel like somewhat of an optometrist. I know that the next three years will be very challenging – the second year is strictly practical exams and coursework, and the horrid first part of our national board exams will be offered.
With my G.P.A. standing, the Canadian Company Optiko will cover my final two years of optometric education. I am thrilled with how everything turned out, and I can’t thank you enough for allowing me to get my foot in the door. Karen, this is the most incredible career choice I could have made.
Tania Kaczanowski
Toronto, ONT CANADA -
In May, client and friend J. Victor Eagan, D.D.S., graduated from the Word of Faith International Christian Center School of Ministry in Detroit. I was working with Livonia, Michigan orthodontists Jim Ginzler and Randy Shaw at the time and could steal away to attend the graduation ceremonies. What a privilege!
The forty-eight graduating class members (including Victor’s precious mother, Louise) had completed a rigorous two-year program learning every detail about the Old and New Testaments. During that time, Victor attended class at Word of Faith in the morning from 8:00 to noon, raced to the office for his 12:40 meeting with the staff, and saw patients from 1:00-6:00 PM. He also served as President of his class for two years.
And if this schedule wasn’t demanding enough, Victor, committed to a life of excellence, obtained the highest-grade point in the class and served as valedictorian during the graduation ceremonies. I was so proud as he delivered his speech! What a special achievement.
I give Victor a standing ovation for his devotion to God and service to others, but Victor’s staff is also to be applauded. Their willingness to work under incredible pressure, their concern for patients and each other, and their commitment to Dr. Eagan and the practice contributed to a remarkable 400% growth in the practice while Dr. Eagan was in school!
May God continue to bless you, Victor.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WA 98110Hummingbird Associates produces The Nectar Connection quarterly as a worldwide platform to help keep the orthodontic community connected.
Conceived six years ago, The Nectar Connection is a valuable tool for thousands of orthodontic practices to exchange information about patient cooperation and satisfaction, practice promotion and marketing, clinical and lab techniques, inter-office relations, and employee performance and morale. Inspirational quotes and submissions about managing families and personal affairs are also included in The Nectar Connection.
However, the Nectar Connection can only work with reader participation. Requesting issues of the publication without contributing to them is not in the spirit with which the Nectar Connection was conceived. Please understand that we cannot continue to send The Nectar Connection to folks who do not send something in to share.
Thank you for your interest in The Nectar Connection; we look forward to receiving your contributions.
One thing we do during the summer that the patients find to be a lot of fun is place a map of the world, as well as a map of California, on the wall and allow the patients to put their name on a flag and place it where they are going on vacation. It’s a great way to generate conversation with the patients, and also, it’s a lot of fun to see where everybody ends up going. We also placed a local map of California and a special section for camps or grandparents’ houses so that almost everybody had somewhere to put a flag.
Keep up the great work, and we look forward to your next issue.
Drs. Fredric and Leonard Warren
San Francisco, CAI would like to share an idea that has become one of our most popular activities to date. We have set up every few months and rotate a ‘Parents Appreciation Weekend.’ This weekend, I baked a simple cookie, such as snickerdoodles, and distributed those in a cellophane gift bag with hot chocolate, tea bags, or homemade candies. We decorate these with colorful ribbons and hand them out as the patients leave. The parents are pleasantly surprised that you have spent a little extra time showing them that you also value them!
Kristi Hanson, Treatment Coordinator
Office of Dr. Brenda Stenftenagel
Hebron, INWe have tried to change the time of year that we recognize our referring dentists so that our expressions of gratitude aren’t lost in the rush of the usual holiday “thank you” gestures.
At Thanksgiving, we hand-delivered a selected fruit and snack package and a letter expressing our appreciation for their contribution to our practice's success.
Also, for Valentine’s Day this year, one of our staff members, a professional clown, designed a potted “balloon flower” plant accented with candy for the staff of the general dentist offices. These were hand-delivered at the beginning of the week to help them decorate for the occasion in their offices.
Having displayed one in our office, we are aware of the attention they are getting, and we feel that the front office staff in many dentists’ offices around town are mentioning us to potential patients.
Kim Eddy, Treatment Coordinator
Office of Dr. Thomas C. Lawton
Winter Park, FLTo consolidate our retention and post-treatment protocols, we schedule our ‘retainer check’ patients into separate morning or afternoon sessions every three months.
We encourage patients to visit on one of these days to keep this portion of our practice separate from our busy days with active patients. There are several encouraging results from these days:
Patients in retention are booked for the “retention day” in advance and not placed in a recall system.
We have a “check list” to ensure that post treatment records and correspondence are complete, the patient has returned to the referring dentist, any sibling has had a consultation, and retainers are worn as required.
Patients returning are normally in good spirits, having completed treatment, and we take this opportunity to “celebrate” their orthodontic results and promote our practice for future referrals.
Staff enjoys catching up with familiar faces of past patients outside the regular work schedule, which can also be a positive practice builder.
Overall, these days have been well received and are proving to be most beneficial in consolidating our quality care.
Diane Sweeny, Dental Hygienist
Office of Dr. Ken Marshall
Sydney, AustraliaIf you don’t personally get to know people from other racial, religious, or cultural groups, it’s easy to believe ugly things about them and make them frightening in your mind.
⎯ Celestial Arts
Susan Hodes, Public Relations Director
Office of Dr. Michael A. Colb
Pueblo, COI wanted to share something new we’re doing in our office to market and promote the practice. We recently purchased orthodontic T-shirts from Straight Status, Inc. of New Castle, Indiana. On the back of the T-shirt is imprinted a large caricature of our doctor, and on the front, in the left chest position, is our personal office logo. We recently started giving them out to all our patients, and the response has been fantastic ⎯ they love the T-shirts.
Sherry Vaughn, Office Manager
Office of Dr. Gerald L. Ackerman
Richmond, INOur office thinks it is essential to acknowledge the patient and parent by name each time we address them. To help all the staff recognize the patient’s parents, we take a picture of mom/dad and patient with a Polaroid camera and staple it to the inside of the patient chart. When the staff goes out to speak with mom/dad regarding what we did that day, she knows who the parent is.
Thank you for the opportunity for all of us to share our ideas.
Lou Wyrick, Office Coordinator
Office of Dr. James R. Williams
Austin, TXTeamwork is the ability to work together toward a common vision, the ability to direct individual accomplishment toward organizational objectives, and the fuel that allows common people to attain uncommon results.
⎯ Author unknown
Denise Grant, Treatment Coordinator
Office of Dr. Lucas E. Stevens
Tallahassee, FLWhen our patients begin treatment, we give them a magnetic, write on/wipe off refrigerator slate and dry erase marker. We custom-printed the slate, which lists the Dos and Don’ts for braces and appliance wear, i.e., brush after every meal and Don’t eat hard, sticky, chewy foods. The slate has an area for emergency phone numbers and a line to write their next orthodontic appointment.
Dr. Henry N. Gellert
Newtown, CTEarly in 1990, I underwent an unplanned emergency quadruple bypass surgery. I discovered pretty suddenly that I was woefully underinsured with little disability income protection.
My good friend, Dr. Dave Hamilton, Jr., quickly came to my aid. He organized for 21 of my colleagues to cover my practice during my three months of recovery. With their help and support, my personal life is much better.
Dr. Michael Simmons
Statesville, NCThis was written by a friend of Dr. Simmons just after his surgery:
FOR MIKE
Like farmers, when a barn has burnt to the ground, they rally around with unspoken orders. Each one knows what to do, his part – his obligation – his joy. Next time, it could be ‘his’ barn or his, or mine, or yours. An act of labor, a silent prayer on the lips that every board will be in place and reconstructed in refined style once again. And we can all return to our own safe houses, feeling satisfied in our work, relieved that our friend will survive.
Melissa B. Hamilton
We have had the Interactive Communications Program (ICT) in the office for over a year. I use it with every new patient to introduce the terminology they may hear from Dr. Moin (e.g., overbite, Class, overjet, etc.) and explain diagnostic records. In addition, the software lets me answer any questions they might have with pictures to reinforce whatever we are talking about.
The other real benefit of using ICT is the general referring offices. Every referring dentist who stops in the office is given a brief look at what their patients see when they come to our office for an evaluation. The response from dentists and patients is overwhelmingly positive.
Dr. Moin and I believe the program has often paid for itself and is an invaluable investment for any practice. The day our computers were down convinced me that a picture is worth a thousand words!!
Natalie Ann Beaton, Treatment Coordinator
Office of Dr. Kambiz Moin
Manchester, NHThank you for putting us back on the list of recipients of The Nectar Connection. Our administrative staff is currently busy revising our office manual. They have found a $900 service from Paychex particularly helpful; it helps circumvent legal pitfalls by keeping tabs on federal and state legislation. A surprise was that state law is generally more restrictive than federal law. Also, one should address an employee’s first few months of service as “introductory,” not “probationary.” One court found that an employee who survived probation, only to be later fired, should be guaranteed employment. The court sued the employer for the amount the employee would have earned until retirement.
Dr. Liza Pond
Vandalia, OHWe have just completed a contest related to Valentine’s Day in our office. The patients were asked to guess the number of hearts in a large jar. The three grand prize winners were awarded a Pizza Hut gift certificate that entitled the patient and his family to a pizza dinner. We discovered that parents were just as interested in participating (if not more) as the patients. What a great break for Mom! We would like to have more contests. Do any other offices have any suggestions for contests they have conducted or prizes they have awarded? Your input would be appreciated.
Cheryl Carter, Office Manager
Office of Dr. Stephanie Meader
Norfolk, VASince working for Hewlett Packard for the last 9 months, I’ve learned a little about memory upgrades, processor boards, SIMMS, DIMMS, SCSII, etc. However, I’m still trying to find a department that can upgrade my own personal memory or processor board.
I have no excuses for not writing, calling or sending carrier pigeons other than I wasn’t in the mood. But basically, I wasn’t in the mood to tell you how exhausting and depressing it was to recover from brain damage. And I hold a firm philosophy that most of us are intolerant of long-term illness, not to mention persistent whining and complaining.
I’m in the saddle, working, laughing, and accepting that I’ll have to work hard at thinking for the rest of my life. I can work independently, taking on various projects with my customary methodology. At HP, they pay me well, love me half to death, and laugh at my bad jokes…who could ask for more? I keep marketing communications on track, on time, and on budget in my anal-retentive, obsessive-compulsive way. And my boss keeps reassuring me that she appreciates my skills. “God is in the details, Pat,” she says, “and if a person doesn’t tend to them, they get religion fast.” Cute, huh?
I’ve adopted and been adopted by four “sisters” who have dinner at my house every Wednesday night. Crazy and wonderful girls, we’ve brought a sense of family to each other, which has resulted in several miracles and barrels of fun, laughs, and one or two tears. Lynn is from Australia, Francesca from Italy, Annelys from Cuba, Jillian, my old partner in crime for years, and myself. I guarantee the world is safer and better because of our conversations on Wednesday nights, outrageous as they sometimes might be.
I experienced the deaths of two close friends this year: John, age 40, in a tragic auto accident, and Mary, age 34, with a brain tumor. Death has brought me closer to life.
I pray for many blessings for you, such as health, wisdom, spiritual clarity, wealth, good weather, good conversation, good food, angels on alert, safe travel, and loved ones who understand.
I send a 1997 New Year prediction: If we invest in some high-tech stocks during February and sell in the summer, we’ll make some excellent profits, which we can share with folks less fortunate than ourselves.
Patti Miklautsch
Woodside, CAOne day, I was searching for staff meeting material, looking for some words describing traits and behaviors desirable for orthodontic staff members (and orthodontists, of course). I stumbled into the “C” section of my Thesaurus and was amazed at all the words beginning with “C” that describe behaviors that would benefit our practice. I organized it into what we call the “C list.” It makes good material for discussion at staff meetings or with new employees.
Caring, Careful, Cautious, Committed, Communicative, Compassionate, Complimentary, Concerned, Conscientious, Considerate.
Competent, Calm, Candid, Capable, Certain, Clever, Complete, Composed, Concentrating, Confident, Collected, Concise, Concrete, Controlled, Cool, Coping, Correct, Courageous, Creative.
Consistent, Cheerful, Charming, Clean, Coherent, Congenial, Constant, Content, Cooperative, Courteous, Credible.
Dr. David Skersick
San Juan Capistrano, CAHi there! I hope this note finds you healthy, happy, and enjoying warmer weather. Something I read that I thought readers might like to reflect on:
Open
Your opening is your first opportunity to create a positive impression. You must devote all your attention to your customer, client, or patient. Let them talk about their favorite subject – themselves! Be sure to maintain eye contact and show empathy for their concerns. Carefully listen to their questions, statements, and feelings. You must value their presence and make them feel important.
It is unbelievable how our attitude and actions can influence others' feelings. Let’s try to make it a positive experience!
Sandi Pinsonneault, Office Manager
Office of Dr. G.H. Pinsonneault
Cold Lake, Alberta, CanadaThis year, we wanted to do something extra special for all of our GREAT referring dentists and their staff – so we invited them along with their families to a local indoor skating rink (which in Wisconsin is a treat in itself). We provided beverages, snacks, pizza, and sub sandwiches. All attendees received a key chain or water bottle with the “JUST” logo. Since the Green Bay Packers won the Super Bowl Championship XXXI, and we all love our Packers, we gave away many Packer door prizes. We also took pictures of the other offices having a great time on the ice and sent them to their office. Our turnout was more than any of us ever imagined, and the big question is, “When is the next one?” It was a great way to say, “thank you” and meet the people who helped make our practice thrive.
Judy, Angie, Sara, and Dawn
Office of Dr. Jeffrey K. Just
Manitowoc, WIOur office sponsors several different sporting teams throughout the year. We have found this to be a great marketing tool. By going to the games to cheer on our team, we can get our name out in the community while at the same time making new friends. We provide a party at the end of the season for the team and coaches. The children and their families really enjoy everything we do for them.
Office of Drs. Ted R. Pope and Mel Mayerson
Englewood, OHInstead of broken New Year Resolutions, I recite this daily—usually more than once! It’s on my refrigerator (so I view it a lot!) and posted at my desk in both offices. Try it; it isn’t always so easy to accomplish.
I want to grow in love and graciousness in my relationships, be remembered as a truly loving person, and become more of a “safe place” for the people in my life. I’d like my connections with others to be increasingly marked by compassion!
Thanks to all who submitted it for your publication. It’s always good to lift one’s spirit.
Denise Scott
Office of Dr. Charles Conroy
Gahanna, OHWe always enjoy reading The Nectar Connection and pass it around the office for weeks, sharing our favorite letters. Now we’d like to make our contribution.
We set aside a morning without patients for a recent staff training session. We made it a breakfast meeting, so we all brought the ingredients for a waffle breakfast. We made waffles and had two big bowls of fresh fruit, bagels, and coffee. We nibbled on our breakfast as we began our meeting. It was a great way to start the day, a lot of fun, and reinforced our family feelings about our staff and our doctor.
Ann Doll, Treatment Coordinator
Office of Dr. Mike Koropp
Anchorage, AKOur office is in Tampa, Florida, so we must be prepared for many showers. One thing that we do for anyone who happens to be in to see us when it rains is give them one of our custom rain ponchos. The ponchos are long and have hoods, offering better protection than an umbrella. In fact, the patients love to wear them at Busch Gardens on the water rides or to Tampa Stadium for rainy events (they have banned umbrellas in the stadium!). The patients are happy to stay dry and we are happy to have our ponchos out there with our name and logo!
Drs. Randy M. Feldman and Michael S. Geric
and the GREAT TEAM at Feldman Orthodontics
Tampa, FLOur office conducts annual reviews for all employees. We have formulated a review sheet that all staff members fill out and grade the employee. The employee reviews herself, as do her peers. Some sections indicate areas of her job description that she is doing well and also areas that she may need help with. This exercise has proven to be an excellent tool for teaching and finding our employees’ strengths. All review sheets submitted by her peers remain anonymous.
Janet E. Morgan, Office Manager
Office of Dr. Darrell L. Havener, Jr.
Highlands Ranch, COIt has been a few issues since I have had a new idea worthy of publication in The Nectar Connection, but this may fit the bill.
One of my referring dentists mentioned how it was difficult to remember who his patients went to for orthodontic treatment and when their treatment started. This led to our office having labels made with our logo/name/phone and blanks for the date we started. These labels and our treatment summary letter are mailed to the referring dentist. The dentist can then place these labels on the outside of the patient chart at his office so that he or she can immediately see whom the patient is seeing for orthodontic care.
To start this program, our office made a packet of labels for each referring office, including their active and observation patients, so that all existing patients would be covered. We researched each patient so that start dates would be accurate. This was a fair amount of work initially, but now, keeping up with the routine referrals is very easy.
So far, the feedback has been very positive.
Dr. Hugh R. Phillis
Nashua, NHCLINICAL OBSERVATIONS in our practice:
Our patients (adults and children) have turned a cold (Canadian) shoulder to the new “gold” brackets, favoring instead the more traditional stainless steel brackets and colored elastic ligatures.
Since starting orthodontic practice eighteen years ago (as an infant!), we have changed from zinc phosphate cement for bands to Ketac, Bandlok, and most recently Ultra Bandlok. Each new product has resulted in fewer loose bands, is easier to use than the former, and patients report that the taste has improved.
We have been computerized since 1983 and are now paper-illiterate! Each time we change hardware and software, we go through an initial love-hate scenario, but we would never go back to the land-before-time computers!
One-third of our patients now pay for their orthodontic treatment with post-dated Visa or MasterCard debits. MasterCard charges us a much lower discount rate than does Visa, and Visa is unwilling to match MasterCard’s rate!
Thanks, Karen, for sharing The Nectar Connection with us.
Dr. Bob Cram
Red Deer, Alberta, CanadaWe continue to enjoy the dialogue created by The Nectar Connection. Thank you for continuing this unique and valuable service!
It gets hot here in the summer, so we sometimes must deal with acrylic retainers that have warped when left in a hot car or inadvertently sent through the washer and dryer. Other patients have “sterilized” their retainers in boiling water after retrieving them from the dumpster. In any case, there is a relatively simple method of restoring these to normal. Of course, the retainer had to be worn regularly before the mishap and fit the mouth well.
If a retainer can “warp” by becoming too hot, it can be “un-warped” similarly. We take a Styrofoam cup of water and microwave it on “high” for 90 seconds. The retainer is placed in the hot water until it softens somewhat, and the acrylic can be bent. We then use the final model taken at debond and form the retainer to the model with our fingers by pressing the retainer against the model. You may need to reheat the retainer and mold it a few times until you are satisfied with the fit. Then try it in the patient’s mouth and make any further adjustments.
This technique is best used with a recent arch model but has worked well in a pinch for an instant repair. Our patients love the fact that they don’t have to pay for a new retainer and greatly appreciate our efforts even when they are not successful.
Dr. Greg Nalchajian
Fresno, CAIn response to The Truth Box below:
Karen,
Chic just handed The Nectar Connection to me. Read the first page ~ tears, of course. How wonderful to share your story of Danaan! Thank you. A whispered prayer has ascended for Danaan, Jerilyn, children and Karen Moawad!
Denise Scott
Office of Dr. Charles Conroy
Gahanna, OHThe Truth Box
One of my dear friends has passed away, but his memory and his work will stay with me forever. Danaan Parry was a peacemaker. The recipient of many international awards for peacemaking leadership, he trained hundreds of community peace workers globally to maximize their effectiveness. He and his wife, Jerilyn Brusseau (who coincidentally is a dear friend, an incredible baker, and also invented the recipe for Cinnabon), taught a conflict resolution course, and they explained an idea called “the truth box.”
The concept centers on envisioning a box that has the truth inside. We have a peephole into the box from our vantage point on one side of the box. And through that peephole, we see “our truth.” Mind you, we don’t see “the truth,” but we do see “our truth.” Someone else, approaching our truth box from another side, will create a peephole on that side and will see “their truth” from that vantage point. The two truths will not be the same. After all, they are being looked at from two very different peepholes.
What is to be learned is that no one has a corner on “the truth.” I can only see “my truth,” and you see “your truth.” We each bring to the experience of looking into the box different upbringings, different values, and different experiences. And I cannot expect you to see “my truth” just as you cannot expect me to see yours. Instead of a battle of wills to find out “who is right and who is wrong,” we can embark upon a treasure hunt of adding my truth to your truth to discover more about what is really inside that dark box.
The truth box is a potent image. Sometimes we forget and expect everyone to think like us. Of course, they don’t. People have different needs and fears as well as positive and negative qualities. Thank goodness we are not all the same. But our most significant conflicts arise with others precisely because of these differences. It’s a powerful concept when we wonder why the world doesn’t always see the truth as Americans do.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WA 98110At a recent Greater Baton Route Dental Association meeting, local attorney Tom Kiggins of Phelps Dunbar discussed the employment-at-will doctrine. The doctrine generally provides that an employer can dismiss an employee at any time without assigning any reason. As documented in our ……. Mr. Kiggins presented a myriad of federal and state statutes limiting an employer’s right to terminate employees, including the Age Discrimination in Employment Act, the Pregnancy Discrimination Act, the Family Medical Leave Act, the Americans with Disabilities Act, and some recently popularized sexual harassment and discrimination acts.
To help avoid wrongful termination claims, Mr. Kiggins suggested the implementation of written exit interview forms in which employees are permitted to state their reasons for resigning or, if discharged, all problems they had with their employment. He also advised that employers should affirmatively state in personnel policies that the employment relationship is “at will,” meaning at the will of either party and that no oral assurances can modify the employment-at-will relationship. As Tom explained, the “employment-at-will” doctrine presupposes that employment is indefinite. If the employment relationship is not “at will” and is for a set time, an employee cannot be terminated without good cause.
As an example of language to include in your employee handbook to maintain the “at will” relationship, Mr. Kiggins suggested: “This handbook is intended to provide general guidelines concerning a person’s employment relationship with the company. All policies in this handbook are subject to modification, change, or elimination at any time at the company's sole discretion. They are not intended to guide people in dealing with the many situations that may arise. Moreover, no officer, director, or employee is authorized to modify these policies and procedures, and employees are cautioned not to rely upon oral statements or assurances that would modify these policies, as such attempted modifications are not binding on the company. Just as each employee is free to resign his or her employment at any time, the company reserves the right to terminate an employee at its discretion.”
Dr. Stephen Sherman
Baton Rouge, LAI’m sending in my suggestion to keep my Hummingbird Nectar Connections coming! My suggestion has to do with making bleaching trays. I have found that if you scallop the tooth on the model before you vacuum the model, you create a little “dam” between the bleach and soft tissue.
I scallop more of the tooth than the gingiva because I do not want to irritate the gingiva. This process makes me feel I have done everything to ensure my patient does not burn their gingiva. My patients tell me that the trays are comfortable and feel snug!
Karen, thank you for giving us a forum to speak and express our ideas. Keep up the excellent work.
Michele Kramer, R.D.A.
Office of Dr. Kathleen Nuckles
Los Angeles, CAYou must sing like you don’t need the money.
You must love like you’ve never been hurt.
You must dance like nobody is watching.
It must come from the heart if you want it to work.⎯ Anonymous
Diane Gilman
Context Institute
Langley, WATrees are treasured friends.
Why do you cut the trees down?
You have no friends left!⎯ Haiku by Koto Mio, age 7, Kyoto
Diane Gilman
Context Institute
Langley, WAKaren,
Thank you for all your help! Dr. Nicholson is doing great! He has been staying in the clinic, and we have been running on time. You have always been a significant asset to our practice.
Tammy O’Brien
Office of Dr. James Nicholson
Indianapolis, INI would be interested in how offices handle “Bankruptcy” – a new experience for us. I would be interested in any information. This can be sent or faxed to me:
Susan Nelson, Nelson & Meyer, D.D.S., Inc., 3010 Colby Street, Suite #220, Berkeley, CA 94705. My phone number is (510) 204-8857, and my fax number is (510) 548-8438. Thanks.
Susan Nelson
Office of Drs. Gerald Nelson and Michael Meyer
Berkeley, CAWe appreciate you receiving The Nectar Connection newsletter. Marlee and I are very sorry to hear of Danaan Parry’s death. We always wonder why God always takes the best people from us.
We are doing well and look forward to Francine’s return in June.
Dr. Franklin Lo
Prince George, British Columbia
CanadaAfter reading The Nectar Connection, I am compelled to drop you a line. Karen, your tribute to your friend, Danaan, was so impressive that I also felt as if I knew him and mourned his loss. I am so sorry that you have lost such a close friend. It helps us to know that people are trying to make a difference in our world, and it is heartbreaking to have one taken away. Please know that you and his family are in my thoughts and prayers, and I wish you an easy passage through this time of grief. I send you my best wishes for your safety during your travels.
Cynthia Blalock
Baker, LAIn Palo Alto, most households have e-mail and Internet connections. By obtaining the e-mail addresses of our patients, it is possible to make a “reminder connection” through the computer. This seems more time-effective for my secretary as most of the mothers here work. It is challenging to connect with them by phone. Some are unhappy if we call before 8:00 am; others do not wish to be called at work. Then we find there are more failures without the reminders, and there is great difficulty in re-appointing the longer appointments.
We use the pcANYWHERE software to connect the office computer to my home computer. This makes it possible to update information at the office with work completed at home. We use external modems by US Robotics because their performance is more reliable.
These two items have been beneficial to me.
Dr. Stanley K.M. Hew
Palo Alto, CAHere’s an idea to help the new patient who can’t decide between ceramic or metal brackets. We have made two sets of anterior trutain retainers for each RDA, one with ceramic and one with metal brackets glued on, which we model for the patient. They get a kick seeing us in the braces also!
Lawni Darr
Office of Mark Detrick
El Toro, CAIf you still find brass wire is just the thing to slip contacts with ectopic eruptions but need help finding a supplier, check your local craft store. We found 20 gauge at JoAnne’s Fabrics. We called the supplier and verified the contents.
We have daily inspirations to end our huddle each day (morning). Last year, we rotated turns on who would bring the inspiration to the meeting. This year, we are using the jar of 365 daily inspirations from Successories, which gives us a break!
We love using stainless steel crown Herbsts. We have them made with a small (2 mm) hole in the central groove of the crown. We cement with Fuji glass ionomer. It allows excess cement to flow through the hole out of the crown. If there is a void, it is easy to fill with material on a scaler. We leave a small mound of cement over the hole so it is easy to check that the crown is sealed. At removal time, we center a band lifter (with the pzd removed) over the hole to lift the crown off. If it won’t lift off easily, the outside of the crown may be vibrated with an ultrasonic to break down the cement. If the crown needs to be ground off, we use a coarse diamond bur to slit the crown from the gingival to the hole on the crown. A weingart plier can then grasp the crown and peel it off.
Dr. Kay O’Leary and Staff
Port Charlotte, FLI want to tell you what Dr. Cummings and his staff have been up to. We have been involved in Habitat for Humanity in a small way for several years, but Dr. Cummings decided this year to do more than the previous year. He decided to try to bring the dental community together as one and build The House That Smiles Built.
Simply spreading the word has been a blast. We have staged a theater play, a haunted house, and elegant lunches to raise money for the project. Finally, we have raised money and volunteers and began building in February (Dental Health Month), and we plan to finish the house in April.
It has been an enormous success. General dentists, specialists, dental labs, dental suppliers, dental hygienists, and patients have all shared many exciting experiences, such as hammering nails, caulking, hanging sheet rock, etc.
The house is not a handout. The homeowner has a mortgage and has 400 hours of community service before they can apply for a house.
This has genuinely been a Dental Community Team Building Experience, one we will never forget. Putting our hearts and hands together, WE CAN MAKE A DIFFERENCE.
Pam McWhirter
Office of Dr. Ronald Cummings
Tallahassee, FLOur office compiled a patient/staff cookbook. Everyone who submitted recipes received a complimentary copy of the cookbook. As part of our spring contest, a winner was drawn from all cookbook participants. The winner received a gift certificate to a local restaurant. The remaining cookbooks were sent in a Thanksgiving basket to our referring dentists.
Daphne Souch
Office of Dr. Paul J. Puszczak
Edmonton, Alberta
CanadaI love reading The Nectar Connection each time it comes into my mailbox. Even though I’m not an orthodontist, many articles contain information that David and I can use. He’s the director of a substance abuse facility in Hawaii, and I currently work on a university campus. Management tips, decorating hints, and quotes are helpful to us all.
One recent note about a “Tree of Thanks” in your mailing reminded me of an idea I used several years ago in a small church where I was pastor. I used one of those grapevine wreaths from a hobby shop like Michael’s. Then, beginning with the typical church year of Advent, I changed the decorations throughout the year. For example, artificial birds for summer, cherry blossoms in the spring, autumn leaves or stars for Epiphany, and the like. Deciding how to change it for each season, month, or special day was fun. Perhaps this idea could be used in your dentist's offices with the help of their young, imaginative clients.
Lucy Jones-Voisey, Ph.D.
Kailua-Kona, HIInvisible retainers are growing in popularity. Problem: If it’s “invisible” in the mouth, it’s also “invisible” on a cafeteria tray, countertop, etc. Hint: Use the brightest, reddest fingernail polish to paint a stripe on the retainer (on the tissue side). Result: Invisible in the mouth; visible elsewhere, and fewer sad patients and parents.
Dr. David Skersick
San Juan Capistrano, CAI am writing a couple of tidbits from our office to get them in your upcoming Nectar Connection.
Our office installed a video arcade machine in the children’s waiting area. It has been a big hit, and sometimes, at the end of an appointment, the parents have difficulty getting their children to leave.
Once, we had staff members read a book on customer service and then arranged a breakfast meeting to discuss it. We schedule breakfast meetings every few months. We block outpatients until noon and find this relaxing and a good time to regroup.
I will send a few more tidbits for the next quarterly Nectar Connection. I hope to hear from you soon.
Charline Hogue
Office of Dr. Michael Stebbins
Kalispell, MTA valuable tool in our office is our cordless telephone. Patients can use it to call home. It can be brought into any part of the office to help us all “keep in touch.” Our parents who have been paged may use it to respond to the page. All of us find our cordless invaluable.
Joanne Smith, Office Manager
Office of Dr. Thomas Marcel
Livermore, CAWe have all enjoyed reading The Nectar Connection and have gotten some stunning ideas from other offices. Here are some of the things that we have done that our patients have enjoyed.
Our patients enjoy visiting our office to see what new activities we have scheduled for them. In Orthodontic Month in October, we had a coloring contest for a pumpkin with braces. The winner received a pumpkin filled with “brace-friendly” goodies and toothbrushes. Everyone who participated was excited to receive a treat token donated by a local Dairy Queen. We enjoyed the finished artwork displayed in the waiting area. What wonderful imaginations.
In November and December, we had word-find puzzles with words about braces. This helped our patients recognize important orthodontic terms, and the waiting room was filled with concentration.
In January and February, we had a baby picture contest. Patients had to match our baby photos with the corresponding staff member. Our adult patients loved this contest. It generated much conversation regarding who we are and what we do. The winner was given a $25.00 gift certificate from our local Target store.
We enjoy seeing our patients busy working on the activities. Younger brothers and sisters also enjoy the activities and are anxious to be patients there, too.
Dr. Camille VanDevanter
Federal Way, WAWe use Chapstick to block out tubes on bands before cementation. After the procedure, we give the patient the Chapstick
dispenser to use while they get used to their braces. It’s an excellent, inexpensive way to say we care.
P.S. Please remind Dr. Oles Drobocky we’re both taking our ABO’s this year. I hope he’s working on it!
Dr. Gerry Phipps
Spokane, WABy now, almost all orthodontists call long-appointment patients in the evening to check on them. I’ve started to go beyond that and call new patients the evening before their appointment.
I say just two things. I thank them for making the appointment and tell them I will answer all their questions. I usually speak with whoever is bringing the patient, but I will also talk to the child, especially if they’re young, to calm their fears. If you get the recorder, leave a message. Not only will they show up, but so will you.
Dr. Marshall D. Spoto
Tampa, FLWe want to submit the poem written by one of our patients whose bands were removed.
To: Dr. Eloff and everyone who prevented this from happening…
There once was a smile that was skewed,
And Liora didn’t know what to do.
So she went to a place which offered a cure,
And had no idea of what she’d endure.
After the hardware was firmly applied,
Liora cried and sighed and sighed.
She didn’t only feel an embarrassing pain,
But looked expectant on an incoming train.
For 3 years, she remained in Metallic Jewels,
And had to put up with endless cruels.
Metal Mouth, Brace Face to name but a few,
These were the names she had to go through.
And then there was the dreaded floss,
Which helped to eliminate her blossoming moss!
It took an hour to clean and shine,
During which time, she’d moan and whine.
When she lost weight, and thought it insane,
She realized that braces are known to retain!
For 3 years this monster roamed recklessly round,
When attempting to speak, – made frightening sound.
And now it is time to remove the steel,
The nuts and bolts and chains and ropes and – how does she feel?
Happy the day has finally come,
Enough of this feeling that life is so glum.
It’s over, it’s finished, it’s all straight and done,
The anguish is ended – what immense fun!
Thank you so much for all your hard work and putting me through such bliss!
I’m just so glad I look nothing like this! (face drawing attached)
Keep up the good work, we enjoy reading The Nectar Connection.
Dr. John Eloff and Staff
Wynberg, South AfricaWow, four days later, and our heads are still spinning (mine, Claire’s, Carla’s, everybody’s…)! Thank you, Karen, for a great visit. We have some wonderful challenges ahead of us, and you, more than anything, have given us the framework and the encouragement to go forward. I’ll keep you posted.
I hope you come back from India with a sense of satisfaction and fulfillment. Your work inspires others. Please know that my thoughts and prayers are with you as you do your work there. I'll talk to you when you get back.
Dr. Thomas Marcel and Dr. Claire Ogata,
Livermore and Tracy, CAThe other day, my office manager introduced me to your newsletter (she was “borrowing” it from another office). The articles were refreshing, the tips helpful, and they gave our office a few new ideas.
One creative idea that our office would like to share is the way in which our patients are introduced to our impression flavors. We have developed a menu-style pamphlet called “The Impression Tray Café.” It reads like a menu with all of our various flavors, followed by a brief description.
Some examples:
BUTTERSCOTCH: A dessert lover’s choice! You’ll think of an ice cream sundae as this aroma fills the air. (whipped cream, nuts, and cherries not included)
ROOTBEER: Young and old, straddle up to our impression bar for a house favorite. Served on tap!
RASPBERRY: A popular choice for our “Let’s get it over” group!
The menu is fun, and the patients enjoy reading it while the assistants set up.
Please include us on your mailing list.
Laura Carlson, Orthodontic Assistant
Office of Dr. Paul Regan
Evergreen, COFor Easter, our practice wanted to do something special. So, to join in on the Easter fun, one of our staff members dressed up in an Easter Bunny costume and gave each patient a chocolate Easter egg. It was great fun for both the patients and the staff.
Amber Toms
Office of Dr. Susan Barber
Grafton NSW AustraliaOur whole staff enjoys The Nectar Connection and would like to share our way of hurrying summer along.
For the last two years, we have had “Aloha Day.” Near the end of winter, we select a day, wear shorts and tropical shirts, and play island music. We decorate the office with tropical decorations and serve Hawaiian Punch and fruit.
It’s an uplifting day after suffering through a cold, snowy winter, and our patients really enjoy it!
Theresa Ann Stamper
Office of Dr. John Lude
Worthington, OHAs in most orthodontic offices, my staff is primarily young women trying to balance their family/home life with having a career. When Wendy, our treatment coordinator, and her husband adopted a baby girl from Russia two months ago, she could no longer work full-time. Another part-time staff member, Patti, agreed to “share” the position with her, and it has been a tremendous benefit to our office and meeting their individual work schedule needs.
We now have two well-trained treatment coordinators who can fill in for each other and occasionally work at the same time, allowing us to schedule more “starting” appointments during the busy seasons. Flexibility and excellent communication systems are the keys to their success.
Dr. Charles Gulland
Hermitage, PAMy staff recently presented me with a new brochure, which is cleverly laid out and informative. I am glad it conveys the image we are trying to project. I couldn’t have done it myself – which is the point! I didn’t have to put one ounce of effort into the project.
A huge “Thank You” to the Hummingbirds for educating and empowering my staff for the benefit of all. We cherish our relationship with you and look forward to seeing you at the Philadelphia meeting.
Hello to all the hummingbirds in the desert group!
Dr. David McSurdy
Collegeville, PAProblems with elastic band wear – adolescents often “forget” to put elastic bands back on their teeth after snacks and meals. Ask them to put the elastic band over their fingertips during meals or snacks. Then, the tight feeling on that fingertip is the reminder to replace the elastic bands! Enjoy the newsletter.
Dr. David Kennedy
Vancouver, BCWe want to start receiving a copy of The Nectar Connection again. Below is an office tip.
At a patient’s debond appointment, we congratulate them with a bag of hard and sticky treats. We also take a picture of them (with their consent) and put it on our “perfect smiles” bulletin board. This has brought very positive responses from patients and parents.
We look forward to receiving your newsletter again! Thanks.
Dr. Michael Keim and Staff
Fargo, NDThanks for The Nectar Connection. It is an excellent connection to many old friends.
About 20 years ago, an orthodontist asked me for a list of guidelines or principles his team could use as a model to guide their communications. That request prompted me to develop the following Principles of Team Membership.
I ALWAYS BE WILLING TO DO MORE THAN YOUR SHARE
“Synergy happens, and everyone works less hard.”
II NEVER SAY AN UNCOMPLIMENTARY THING ABOUT ANOTHER TEAM MEMBER
“This inappropriate behavior destroys team communications.”
III ACCEPT REALITY – ALL MEMBERS DO NOT HAVE THE SAME DUTIES, EXPERIENCE, AND ABILITY, AND ALL ARE NOT PAID THE SAME AMOUNT.
IV PARTICIPATE IN TEAM ACTIVITIES EVEN IF INCONVENIENT
“Informal interaction facilitates self-disclosure
which is important to team development.”
V CONFRONT YOUR CONFLICTS
“Confronted and resolved conflicts strengthen relationships.”
VI NEVER BE LATE OR ABSENT FOR TRIVIAL REASONS
“To do so is unfair to your teammates who must carry your load.”
VII BE INVOLVED, CONCERNED, AND ACTIVE IN YOUR OWN PERSONAL GROWTH
“Team development and personal growth cannot be separated.”
VIII SHARE RESPONSIBILITY FOR PRACTICE SUCCESS
“To share in the rewards of a practice, it is appropriate to share
the responsibility to produce them.”
⎯ Bud Ham
Bud Ham
Aurora, CO
(800) 537-8678Dr. Tadej and our whole team have found the most fun and exciting ideas for promotion in The Nectar Connection!
We are proud of the ideas we have implemented that our patients enjoy. We are genuinely motivated to do our best by those happy patients’ surprise, satisfaction, and compliments. In our small community, the extra services and Dr. Tadej’s excellent diagnosis and treatment set us apart from others.
We will divulge one specific little idea. At the end of each month, we print a list of Referrals. D.D.S.’s office referrals are counted. We send a note of thanks for the number of patients they recommend to us, along with a treat (movie coupons, ice cream coupons, cookie coupons, etc.) for each staff member, and the D.D.S. Our team signs the note. Patients referred are sent a note of thanks and a treat for their entire family.
We have learned and benefited by thanking those who appreciate and recommend our services.
Cindi Tadej, Communications Coordinator
Office of Dr. Gerald Tadej
Bakersfield, CAIt’s funny how things happen sometimes. I went to the bookstore to look for a gift for Dr. Coker, my office secret pal. Since he is an avid sports fan, I had intended to buy Success is a Choice by Nick Pitino, the head basketball coach at the University of Kentucky.
While randomly leafing through the pages, I saw a paragraph explaining how the coach likes to read a particular book to his players. The Precious Present was written by Spencer Johnson, who also co-authored The One Minute Manager. I purchased “The Precious Present” instead, read it myself, and highly recommend it.
It will capture your heart, and it may even change your life. It suggests that “you will be where you are.” Each moment, each day is a gift to be experienced and treasured. Learn from the past and look to the future, but LIVE in today.
It’s a small book, but it contains such an important message. I suggest that you use it as part of an office staff meeting.
Treat yourself to 20 minutes of reading The Precious Present. It will be 20 minutes well spent!
Terese Carroll, Office Manager
Office of Dr. John Coker
Stafford, VAA piece of wisdom we should all remain aware of.
“In our mind, technology is always on the verge of liberating us from personal discipline and responsibility. Only it never does and never will.”
⎯ John Naisbitt
Dr. Leslie Lagerquist
Tomball, TXThe Universal Rx
No moving parts, no batteries,
No monthly payments and no fees.
Inflation-proof, non-taxable,
It’s quite relaxing.It can’t be stolen, won’t pollute,
One size fits all; do not dilute.
It uses little energy,
But yields results enormously.Relieves your tension and your stress,
Invigorate your happiness.
Combats depression, makes you beam,
And elevates your self-esteem!Your circulation it corrects,
Without unpleasant side effects.
It is, I think, the perfect drug:
May I prescribe, my friend…the hug!⎯ Author Unknown
Dr. Boyd Whitlock
Springdale, ARSign in a Print Shop window:
“We offer Quality, Service, Price………..pick two.”
Greg Hoeltzel
Orthodontic Consultants of St. Louis
St. Louis, MOA new product on the market is Save-A-Tooth. This 3M product was invented by a dentist and marketed through Smart Practice. Save-A-Tooth is used prior to replanting knocked-out teeth.
The Hillsborough County Dental Association and school board recently approved its use in all public schools. The dental association funds this project as a community public relations outreach, promoting organized dentistry.
Over 5 million teeth are knocked out annually, and a portion of these happen at school or after-school activities. For more information, please contact me, Dr. Marshall D. Spoto, at (813) 886-0545.
Dr. Marshall D. Spoto
Tampa, FLAs almost everyone knows, impressions are not a favorite procedure for any patient, young or old!
We offer our patients extensive flavors to add to the alginate upon mixing. We recently added watermelon to our selections, which has surpassed root beer as the new favorite. The response has been excellent! Our patients love the flavor, and we love the pleasant smell it adds to our office. This item can be purchased through Express Dental. You may like it as well as we do!
Alicia Pickering
Office of Dr. Steve Gregg
Spokane, WAThis year, we started with “The Smile Scholarship Award.” High school seniors must complete an application, and a committee of local teachers will select four $250 scholarship recipients. To be eligible, the applicant must meet the following requirements.
Be a high school senior graduating in 1997.
Be a current or former patient of Dr. Tadano’s office.
Will be attending college or vocational school in the fall of 1997.
The applicants will also prepare a written summary of their goals and aspirations for the future. The students may use the scholarship money for books, dormitory needs, or other school-related expenses.
Dr. William K. Tadano
Phoenix, AZFinding Her Here
I am becoming the woman I’ve wanted,
grey at the temples,
soft body, delighted,
cracked up by life
with a laugh that’s known bitter,
but, past it, got better,
knows she’s a survivor—
that whatever comes,
she can outlast it.
I am becoming a deep
weathered basket.
I am becoming the woman I’ve longed for,
the motherly lover
with arms strong and tender,
the growing-up daughter
who blushes surprises.
I am becoming full moons
and sunrises.
I find her becoming,
this woman I’ve wanted,
who knows she’ll encompass,
who knows she’s sufficient,
knows where she’s going
and travels with passion.
Who remembers she’s precious,
yet not at all scarce—
who knows she is plenty,
plenty to share.— Jayne Relaford Brown
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAMy fellow treatment coordinator, Pat Coffey, picked up a copy of The Nectar Connection at the AAO convention in Philadelphia, and I could not put it down; it spurs ones imagination!
Below are some of our ideas that we would like to share. We also look forward to being on your mailing list.
We frequently run contests. Our January through President’s Day contest involved posting eight presidents’ pictures on a bulletin board, including the more familiar ones, and having the patient match the name with the president. Our prize was a crisp new $50 bill; do you know which president is on a $50 bill? We have a tremendous local parent-teacher store that is a good source for all kinds of materials for office decorating. We purchased a kit with colorful drawings of all the presidents and the balance of the presidents not used were displayed in our waiting area.
We recently chose to review brushing techniques and cooperation training prior to the banding. We feel the patients are much better listeners at this point than at the end of the banding. All materials were assembled on a bulletin board that is easy to review with the patient and parent. We keep a basket filled with all of the tooth brushing supplies at our front desk, easily accessible to our patients.
With the interest in one’s appearance paramount to adults today, we feel that adult orthodontics is virtually an untapped area for marketing. We have not tried this yet, but we will contact fitness centers and gyms to see if they would be interested in having us set up a manned table with information and, of course, coupons for free initial visits. We would love to hear from any office that has done marketing in this area.
When we start our patients, especially the younger ones ages 7-8, with expanders and limited braces, we give out the “Bite Down Early” brochure printed by the California Society of Orthodontists, (415) 441-2416. We state to the parents that family or friends may question why their children are starting orthodontics so young. We recommend that the parents offer them this informational brochure, which visually shows problems that might be evident in a young child. This brochure recommends seeing an orthodontist at age 7. We have added our name to the brochure with a complimentary consultation card from our office.
Thanks for the April issue; we look forward to the next one!
Marsha A. Phillips and Patricia Coffey
Treatment Coordinators
Office of Dr. Roberta A. Scotti
Scranton, PAWhenever a parent or patient refers a potential patient to our office for an orthodontic evaluation, I send a personal handwritten thank-you note and two passes to the local movie theatres. The parent/patient appreciates the acknowledgement and is pleasantly surprised and thankful for the movie tickets. Also, when bought in bulk, the theatres offer the tickets at a reduced rate.
Dr. Christine E. McKenna
Wakefield, MAIn our reception room, each employee has a photo album of their life from childhood to the present. One of our staff members put these together. These albums allow our patients to see that we are “Human!” We all have families, we have animals, we go water skiing and snow skiing, we quilt, we were in the Girl Scouts and Brownies, AND…we wore braces too! The patients seem to enjoy reading, looking through the albums, and seeing the funny pictures of when they were younger. Often, I’ll call a patient back to the operatory, and they tell me that they were reading about me. If they say that they haven’t, I’ll show them from “Bucky Beaver” to “Brace Face” to “Beautiful Smile” after debond. You’d be amazed at the conversations that get started after they see the albums. It’s a real icebreaker for the new patients too!
Valerie Morehouse, Marketing Coordinator
Office of Dr. Ruel W. Bench
Lancaster, CAThis was the first time I read your magazine. I found it very interesting and many great ideas; keep up the good work!
Take the time to smile at a stranger; it may be the only sunshine they see all day!
It’s the beginning of April, and everyone is getting very anxious about spring and summer. Our office manager decided to have a beach party in the office. We decorated the office with beach toys, towels, diving gear, etc. The staff dressed up as well. We gave stickers to all our patients to wear on their faces; the grown-ups even liked the idea! All in all, it turned out to be a lot of fun for everyone. It was an excellent way to burn off the wintertime blues and a real refresher from the everyday.
Lynne Karlowich
Office of Dr. G.H. Pinsonneault
Cold Lake, Alberta, CanadaI subscribe to a newsletter our colleagues should know about. It is called lite Medicine. It is published monthly, has no advertising, and is very funny. Also, it’s published by a local company in Vancouver, Washington.
Health professionals take their work seriously, as they should. Still, we all should learn how to laugh at our field (and ourselves). lite Medicine provides the perfect vehicle. It also provides great material for speeches and local newsletters, as well as jokes and anecdotes that can be used to break the ice with nervous people. I especially like the cartoons, transcription bloopers, and the fact lists.
After I had read it, I shared it with my partner and office staff. And I cut out the cartoons to share and hang up in my private office. This is good stuff! I am sure my colleagues in dentistry and orthodontia will get a kick out of lite Medicine. I’m surprised more people haven’t heard about it.
Dr. Kelly Cruser
Medford, OROur team has a staff of two orthodontists, three secretaries, five assistants, and two laboratory technicians. Despite initial introductions and wearing nametags, our patients and parents still confuse faces and names. We have arranged a wall in each of our three offices with photographs of the doctors and each staff member with their names on the photos. Above the arrangements of photos, we have printed a banner that says, “Our Staff Welcomes You.” We have found this to be another positive reinforcement for the patient to feel more “at home” in our office.
We greatly enjoy your publication and have implemented several of your practice-building ideas. Thank you!
Kris Hickerson, Secretary
Drs. Charles Borden and Paul Ladner
Prairie Valley Orthodontics, Ltd.
Galesburg, ILYour work with the AIMS Project certainly shows your phenomenal commitment to helping people. As a token of appreciation for The Nectar Connection, my office is sending $100 to the AIMS Project in your name.
If every office receiving The Nectar Connection sent $100 to this wonderful project, over $200,000 would be raised. That would certainly go a long way toward equipping the hospital in Cochin, India!
Keep up the excellent work!
Dr. Dan George and Staff
Holland, MI
Editors Response: A hug to you!To help patients decide on colors of elastics and flavors of alginate, we take one tie of each color and tape it on the back of a business card. We also type the alginate flavors on the back of another business card. Then, we put the two cards together with the elastics on one side and the alginate flavors on the other side. We place them in a clear plastic sleeve and keep them at each unit. Sterilization is quick and easy with any disposable germicidal cloth.
Diane Stein, Treatment Coordinator
Office of Dr. Sam Berro and Dr. William Harrison
Chino Hills, CAThis item was sent to The Nectar Connection just before Dr. Hoffman passed away. We include it here in his memory.
The Orchid Theory of Management
We all understand the pathos of the lonely tumbleweed. With no nourishment from the barren desert, the roots have withered, and the windblown tumbleweed is doomed to drift aimlessly.
Witnessing the profusion of flora that springs forth from verdant soil is decidedly more optimistic. However, it is more often necessary to invest in a soil analysis to determine the suitability of the soil for its intended purpose. Then, a carefully prescribed program to replenish the missing nutrients is necessary to achieve a well-balanced mix that will support new beginnings.
Plant selection is always a topic of discussion. Every gardener will be satisfied with a different effect. Each will want to select rootstocks they appreciate to create a garden that is genuinely unique to them.
Gardeners know that plants can survive under reasonable circumstances. The difference between surviving and excelling is a more careful selection of the environmental variables and constant attention to detail.
The most challenging method involves starting from scratch. The most common method is to buy lots of cheap seeds, don’t read the directions, and scatter them by the handfuls without thinking about where they land. Often, they fall onto poor soil, and are not watered, nourished, or encouraged to take root and develop. The hasty amateur becomes irritated that his garden does not look like the picture in the book and dismisses it as an ordained fact that he “doesn’t possess a green thumb.” Obviously, a guiding force has decided that this person is not and never will be a gardener.
Gone from consideration is the fact that the gardener may simply not be paying attention to fundamental principles. It takes extra work to analyze the environment, read the accompanying instructions, consult with other resources or even take classes to learn basic gardening skills. Opportunity abounds to join gardening clubs. An association such as this will catapult the novices significantly in their development. Everyone who wants to garden can likely learn. Not all gardeners are masters of all plant types. Successful gardeners have learned to select a type they can best work with.
There are many plant types to choose from. Weeds are cheap, plentiful, hardy, and require little or no attention. Annual plant types have the advantage of a quick and relatively easy start, but they burn out quickly and must be replaced yearly. Conversely, perennials take considerably more time to develop, and there will be a much more significant investment in attention and cultivation. Also, there are fewer varieties, and a particular gardener may have to search for a long time for the perfect plant. The garden will be strengthened with the hardy contributions of this stalwart.
A tender young plant may be chosen to guide its development with an overall plan in mind. The drawback is the amount of time and initiative that must be expended before the plant begins to flourish and can contribute to the grandeur of the garden. All too often, the tender young plants are neglected. Given the freedom to grow, their final shape may not fit into the “scheme.” The assumption that plants should naturally care for themselves does not always work because we are dealing with newer hybrid varieties in a changing environment.
An impatient gardener can always select older, more mature, but proven plants. The problem with this approach is that the gardener must accept whatever form the plant has taken, complete with scars, broken branches, and generally haphazard growth. On the other hand, an astute gardener may recognize the potential of this neglected plant and, with a bit of pruning and TLC, can transform it into a stunning specimen in time.
The pinnacle of achievement in gardening is the Orchid! Gardeners quickly learn that Orchids are extremely expensive, almost impossible to find, exasperatingly challenging to grow, and require enormous patience. The reward is when they bloom, they steal the show! Everything else pales compared to the majestic, unmatchable beauty of the Orchid’s bloom. Equally disconcerting is the Orchid’s fragility. It must continue to receive meticulous care and attention to soil balance, nutrition, and environment. If not, the plant will perish, and the process must be started again because, once you have grown Orchids, nothing else will suffice!
Which will it be for your garden, weeds or Orchids?
Dr. David R. Hoffman
Dear Hummingbird,
Thank you for being there to give me that feeling of confidence. You never make me feel like I don’t have it together as I struggle through unknown territory. Why are all your workshops everywhere but the Northeast?
I trust this finds you well.
Edie Papadoyianis
Office of Dr. Don Nelson
Newton, PAEditor’s Note: We vary our workshops throughout the United States based on the number of requests from offices in the same area. Please feel free to call our office if you are interested in having a Hummingbird course in your area or wish your study club to sponsor a course.
To The Nectar Connection Staff: Thanks for the hours you spent making this booklet such a joy to read. I always look forward to the next issue! Keep up the good work.
No exercise is better for the heart than reaching down and lifting people.
⎯ John A. Holmes
Good listeners are not only welcome and popular everywhere, but after a while, they know something.
⎯ Unknown
Aspire to inspire before you expire.
⎯ Unknown
What lie behind us and what lies before us are tiny matters compared to what lies within us.
⎯ Unknown
Mary Kay Etlinger, Treatment Coordinator
Office of Dr. Gilbert Snow
Palmdale, CAWe have a bulletin board in each office welcoming new patients, wishing Happy Birthdays, congratulating patients who have their braces removed, and introducing contests. We also look through area newspapers to see if any patients are in the news and hang up the clips. The bulletin board is a great place in our office for patients and parents to congregate.
Drs. Namay, Metcalf, and Sabo
Orthodontic Associates
Lowell and Chelmsford, MAThis is a team-building story we would like to share with you.
Last spring, we had a great team-building experience. Our Doctor took us on a great outdoor adventure. Through our local YMCA, we booked a day at Camp “Nan-a-bo-sho.” At this camp we did games such as the trust fall, putting logs in a bucket using only ropes, and other activities that required a group effort. Last of all, we did “the ropes.” We climbed 50 feet into the air and walked a three-rope tight rope, walked a log, walked some more ropes, then trapezed onto the ground. Of course, we all had safety equipment and learned the rules before we started out. Overall, it showed us sides of our co-workers that we never see at work. It was great…we all learned something about ourselves and still remember that day very well!
Cindy Charais, Patient Coordinator
Office of Dr. Michael Gabler
Appleton, WIThank you to the many treatment coordinators nationwide who helped develop our new video, “START MORE PATIENTS! The Guide to an Effective Fee Presentation.” This 8-minute video helps offices with the fee presentation, the most challenging part of the new patient process. Over 2,000 offices have received this free video; the response has been fantastic. Treatment Coordinators report that the video has shown them how simple the fee presentation can be, how to eliminate fee negotiations, and how to make their job easier with improved results.
We wanted to share with The Nectar Connection that this training video is available to any doctor or treatment coordinator who has yet to receive it. Fee presentation scripts, as well as answers to commonly asked questions, are included in the package at no cost.
For more information or to request the video package, please call OFP at 1-800-OFP-PLAN (1-800-637-7526).
Tracey Lydon, Manager of Business Development
Orthodontists Fee Plan
Framingham, MAEditors Note: We do not include advertisements in our magazine, but OFP shares Hummingbird’s goal of helping the orthodontic community in any way possible regardless of the return, and we wish to support that philosophy.
You are welcome to use this article that was printed in the January 15, 1997 edition of the PW PS Times. Thank you.
Essays Result in Promise of Winning Smiles
When orthodontist Myron Graff wanted to do something special to mark 20 successful years in Pasco County, employee Ellie Sayre, whom he now calls his Communications Coordinator, came up with an idea: an essay contest among high school and middle school students on the topic, “Why I would like to have braces.”
Whoever wrote the best essay would win free treatment.
Dr. Graff liked the idea. It was a way to “give something back to the community,” and it sounded easy enough to execute.
No one was prepared for the emotional, sometimes heartrending content of the 38 letters that arrived. One child wrote about the pain of classmates calling her names because of her teeth. Another told of financial hardship because of a chronic family illness. And one little girl wrote of the death of her father just this past year and how her hopes for badly needed braces evaporated.
“How do you judge a thing like that?” Graff asked. “There was such a genuine need, oftentimes an urgency. You could tell how it was undermining these kids’ self-esteem. The letters were very touching.”
Indeed, they were. As second-place winner Jennifer Leever of Hudson High put it, “Between my father’s problems with Gulf War Syndrome and multitudes of other financial problems, braces were an impossibility. Words cannot explain how bad I felt when my mom started to cry because she could not afford to make the payment.”
Graff understood. As a father of three and a man who has treated children all his life, he knows how tough growing up with unattractive teeth can be.
“It can have adverse effects on their personality. Some children become very introverted. Others won’t ever smile.”
Ultimately, he had to choose, and Dr. Graff realized he couldn’t do it alone. So, he enlisted the help of his entire 10-person staff. The essays with the most votes won.
There were four winners: Dave Caringi of Hudson High won first place in high school, and Chelsea Crawford of Raymond B. Stewart Middle School won first place in middle school. Jennifer Leever of Hudson High and Vito Pastore of Bayonet Point Middle School were chosen as second-place winners in high school and middle school. Treatment for the first-place finishers is free, and half-off is offered for the second-place finishers. Altogether, Graff is giving away more than $11,000 worth of service.
“We now know that self-esteem is all-important, especially in the preteen and teen years,” Graff explained. Teeth are “one of the first things people notice about you. No parent wants their child to be stymied by an unattractive smile. All I’m really doing is removing an impediment to self-esteem.”
Ellie Sayre
Office of Dr. Myron Graff
New Port Richey, FLThe Legacy of an Adopted Child
Once, there were two women
Who never knew each other.
One you do not remember
The other you call Mother.Two different lives
Shaped to make you one.
One become your guiding star,
The other became your sun.The first one gave you life,
And the second taught you to live it.
The first gave you a need for love,
The second was there to fill it.One gave you a nationality,
The other gave you a name.
One gave you talent,
The other gave you aim.One gave you emotions,
The other calmed your fears.
One saw your first sweet smile,
The other dried your tears.One sought for you a home
That she knew she could not provide.
The other prayed for a child,
And her hope was not denied.And now you ask me the question
Sadly through your tears,
The age-old controversy,
Unanswered through the years.Heredity or environment
Which are you a product of?
Neither my darling, neither.
Just two different kinds of love.⎯ Author Unknown
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAThe Circle
I am chagrined at how often we stop the flow of love or caring by declining someone’s sincere offer to nourish (whether it be food, to help, or, most often, a compliment). There is a circle of caring that gets blocked when we respond, “It’s nothing,” “No thanks,” or “I’m not worthy of your kind words” – no matter how we phrase our deflection of another’s attempt to honor us. Strangely, it’s not from humility that we often attempt to disallow someone’s extension of love; it’s actually from arrogance. How about saying, “Thanks!” when someone says something kind, or “Yes, thank you!” to an offer to help. We don’t have to be rigidly “self-sufficient” all the time, each time, every time. Why not simply accept extensions of caring and let the circle of love flow? It’s worth a try.
Richard Schamber
Bainbridge Island, WAThe Power of Choice
Each decision is a chance for choice: Will I choose to act from caring and connection, or from fear? Am I willing to let go of my tiny, weak ego’s needs (for example, to be “right”) and do or think in ways that honor the truth that, whatever itmight look like, each person is always seeking the same thing I do: Happiness. (Some Zen folks would say also a related search: To avoid suffering).
It’s not always easy or automatic, but the payoff is grand: Peace of mind, knowing that I’ve done my part to foster harmony, an ease in living – sometimes even an unexpected change of mind or heart in the difficult person we’re dealing with, or a surprising modification of the situation. It’s amazing how simple and profitable it can be to choose love, not fear.
Richard Schamber
Bainbridge Island, WAWord search above
Circle the following words: forward, backward, diagonally, up, or down.
Appointment Headgear
Bands Incisor
Braces Lateral
Brackets Lip
Bite Rite Mouth
Cheek Office
Dentist Orthodontist
Dr Paste
Dr. Newhouse Retainer
Doc Smile
Elastic Teeth
Floss Tooth
Gums Toothbrush
My staff will use a card printed with the puzzle above, to send a note to the patients following placement of their “Braces.”
Hope things are good with you!
Dr. William Newhouse
Bloomington, MNAn excerpt from Salli Raspberry and Padi Selwyn’s book entitled Living Your Life Out Loud, a wonderful resource in your reception room.
Giving and Receiving
Learning to receive is just as valuable as learning to give. We will all need help and support at some point. Serving others also prepares us for receiving in the future.
"I look at giving for the long term," Sara Winge remarks. "Everyone uses services in their life. It's so much a part of the fabric of life. You might give today, but tomorrow, you or your mother, sister, or someone else close to you will be receiving in the future.”
Giving comes easier than receiving. Most of us need to practice asking for help and feel comfortable being on the receiving end. Yet, when we allow others to help us and become more vulnerable and open to receiving, we learn to be more sensitive to others and, therefore, even more willing to be there for them. In a way, it's selfish not to receive because we are depriving others of help, learning new skills, and all the other benefits of volunteering. So if someone offers to help, by all means, let them have the pleasure of doing so!
Universal truth: What goes around comes around.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADear Debbie,
You have been wonderful to work with over the last two years. You encouragement, suggestions, and insights have helped both my office and me tremendously. Exemplary people like you, Karen, and the other Hummingbirds are a joy to know.
Again, my thanks.
Dr. Ron Champion
Modesto, CA -
It’s fall, generally a time of leaves, pumpkins, and gratitude. The fall orthodontic meetings are in full swing, and Hummingbird Associates is celebrating 18 years in business. We cannot explain the success, but we know we have never taken ourselves, our products, or you, our clients, for granted. We also know implementing systems through consulting sessions is only part of the formula. Additionally, there is information supporting the systems in our books, the Numbers Analysis and The Nectar Connection.
A company can only be as good as the weakest of these links. And while we have not yet achieved perfection, we are striving for it. The real question is: “Are you positioning yourself to be a beneficiary of what we offer the orthodontic community?” Have you considered consulting? Do you regularly send something to The Nectar Connection so you don’t miss a single issue?
All organizations need an outsider to come in occasionally to help clarify objectives and expectations.
We want you, our readers, to know who we are. For those of you who have never visited the home office (that’s a pun for those who know the Hummingbird office is in my home), Bainbridge Island is a small island reachable by ferry boat from downtown Seattle as one navigates through the waters of Puget Sound. Giant cedar trees standing in the mist serve to anchor the island solidly in the ground. Nature is a presence here. Not a backdrop.
My role in Hummingbirds is to bring a sense of perspective. An appreciation for the beauty of the earth that easily translates into a sense of community which, in turn, becomes responsibility and commitment to people and the planet. My personal goal is to serve with honesty, wisdom, and skill.
Occasionally during a lifetime, we are fortunate to intertwine our life with someone who shares our journey, appreciates our efforts, loves us despite our mistakes, and offers a gift of joyfulness and balance. We want to be that person for you.
And so, as life continues to ebb and flow, we hope the relationships we build with our client practices is a direct reflection of our efforts to do things right by one another as a company and personally. Please let us know how we can better serve you.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAMany of the elderly patients that have dentures and implants need to be catered to. We thought that it would be nice if the dental offices could go to the nursing homes and offer to clean their dentures or offer to floss the implant areas. I know that no one wants to do this, but it would make a lot of people happy, and the nurses would have one less thing to do. This would give a few extra minutes to help the patient do other things. This could also be done at the hospitals.
The Staff
Office of Dr. Steven T. Tottori
Honolulu, HIIn a past issue, it was noted that one office cut the corner off one X-ray when two were being processed at one time. An easier method might be to use X-Rite Radio Opaque Label Tape on the cassette when exposing the X-ray. We write the patient’s name, the date, and the patient number on the tape which makes for easier identification after processing. X-Rite Tape can be purchased from OSE Co., Inc., (800) 638-4003.
Karen Mueller, RDH
Office of Dr. William I. Schuckit
Grafton, WIWe found a recurring scheduling problem in our office. Our “next appointment” query involved the assistant asking the doctor and receiving a response like “4 weeks for 3 units”, indicating a 30-minute appointment in four weeks. All was fine if that appointment was available. However, if we were fully booked that week, or perhaps out of the office, problems would arise because patients or parents had heard 4 weeks and that’s when they expected to be seen. Lots of “tap-dancing” for the appointment secretary to explain why 3 or 5 weeks would be okay. We solved the problem by creating flexible appointment intervals. Now we have short (2-3 weeks), medium (4-6 weeks) and long (7-9 week) intervals. Doctor merely states M3 or L2 and there is no patient expectation to be dealt with. It’s like a “secret code.” Try it — you’ll like it.
Dr. David P. Skersick
San Juan Capistrano, CAFOCUS
Focus your mind — like a laser beam — on the goals that you want to accomplish.
Believe in yourself and in your ability to accomplish those goals.
Refuse to let negative thought patterns sap your valuable energy.
Think positively and productively.
Learn from each mistake.
Turn each experience into an opportunity to grow.
Stretch. Do not become complacent with the status quo.
Spend quality time with your family.
Make a decision — a choice — to be healthy and fit. Take care of yourself.
Think of — and pray for — someone in the world who REALLY has problems.
Then, thank God for your blessings.
Be the best you can possibly be — NOW and ALWAYS.
Cristina Grinstead
Jameson Management Group
Davis, OKWe’ve always given our patients floss threaders (Butler) in their “goody” bag when they get their bands and brackets. One of our patients recently brought to our attention floss threaders from Flossaid Corp, (800) 528-3384. These threaders are stiffer and easier to use with braces. Thanks for all your work to provide The Nectar Connection.
Dr. James Oleskevich
St. Louis, MOWe customize our referral pads for each doctor in our area before we give it to them by writing their name in the “referred by” portion of each slip. They then know we took the time to prepare it specifically for their office, and it saves them a little time when making a referral.
Dr. Tom Popp
Chattanooga, TNAm I the last one to learn about using a perioprobe for bracket placement? The Hu-Friedy Color Coded probe (#600-7964, about $12) with its 1/2 mm color bands and long shaft, provides excellent reference for bracket height and angulation for both direct and indirect bracket positioning.
Drs. Greg Hoeltzel and Rich Nissen
Orthodontic Consultants of Saint Louis
St. Louis, MOWe love receiving The Nectar Connection and would like to share these ideas with you! Our referring dentists requested a way to flag their charts with Dr. Sellers’ name. We had rolls of stickers printed with “Orthodontics by Keith T. Sellers.” When we send out letters to the referring dentist after the new patient exam, we enclose a sticker to be attached to their dental charts. Active and recall patients are now easily identified at their regular dental checks. We also decided to reward the secretaries at the schools with a small gift. We bring coffee mugs with our logo on them filled with goodies to say thank you for checking our patients in and out for their visits. Thanks again for your great publication!!
Lisa Turner, Office Coordinator
Office of Dr. Keith T. Sellers
Charlotte, NCIn our busy practice we have a way of making patients feel special and, at the same time, keep them aware of how their friends are doing in treatment. Each month, the front office staff design a new theme for the monthly bulletin wall. We have a section entitled “Braceless Faces” on which new debonded patients have their names posted and we also showcase new patients with their own “Welcome” section. Patient birthdays for the month are also posted. For example, at Christmas we made a large tree as our centerpiece. Christmas balls were made (one for each day of the month) and patient’s birthdays were posted on their respective ornament. Braceless Faces names were written on angels and new patients were written on candy canes. The one stipulation is that all of the decorations for the month are handmade. The staff has a lot of fun getting involved, and the patients look forward to seeing what we can come up with next.
Drs. Campbell & Pine
State College, PAWe have just purchased a child-size plastic rocking chair made by “Little Tykes.” We place it in the operatory when our adult “mommy” patients are being treated. It gives small children a place to be other than mom’s lap. It rocks to keep them occupied, is much safer than a chair with wheels, and is just their size.
Dr. Kay O’Leary
Port Charlotte, FLOn banding day, we give our new patients a T-shirt that says “Braces by Dr. Jeffry” across the front. We tell the patient that every time they wear their T-shirt to a future appointment, we will give them double any hygiene prize tokens that they earn at that appointment. That way not only are the patients walking advertisement billboards, but they try harder on hygiene so they can get their hygiene prize token plus the double token for wearing their T-shirt. It’s fun to look around the clinic and see our T-shirts on all the patients in our chairs.
Kathie Broden, Controller
Office of Dr. Gerald J. Jeffry
Antioch, CAAn idea that Dr. Bennett had to improve customer service and get staff enthusiasm up was to buy each staff member a copy of an outstanding book on customer service. He gave us one month to read and digest the book. We then had a staff meeting to discuss and share what we learned. Then we were given a “test” on the book that once we passed, we were given a $100 bill. It was fun for all and helped us to focus on serving our patients better.
Colleen Howard, Treatment Coordinator
Dr. Randall K. Bennett
Salt Lake City, UTThis time we’ll share about a fun event we hosted last summer. We started with the idea of having a patient appreciation day which turned into a week-long celebration. All our staff wore tuxedos with vests and bow ties in colors that coordinated with our office. We had a red carpet leading up to our office door and Martinelli’s on ice in a silver bucket in the reception area. We “toasted” our patients and their families throughout that fun week. We even got a write-up and photo in our local paper!
The Staff
Office of Dr. Steven W. Campbell
Salem, OROur office makes a great effort to always run on schedule, especially for initial exam patients. However, we had a re-occurring problem. When the treatment coordinator would come to the treatment bay to get me for an initial exam, I usually needed 5-10 minutes to finish patients before I could leave. Recently, an electrician was doing some work in our office, and I asked him to install a small light mounted on a wall in the treatment bay that was visible from all treatment chairs. The on/off switch is in the initial consultation room. When my treatment coordinator gets to a specific point on the medical history form, she turns on the “warning” light, which signals me in the treatment bay to “wrap up” things within the next 3-5 minutes. This gives me a running start and I am usually ready for her as she comes down the hall to get me.
Dr. Charles E. Gulland
Hermitage, PAEvery year we have an Easter egg hunt for our patients and their families. We also invite the dentists and staff and their families. We use a local park and have one of our staff dress in a rented Easter Bunny costume. We have entertainment like a clown and a jumper for the kids. We provide muffins and orange juice. This year we had a balloon company make a big Easter basket so they could take pictures of their kids with the Easter Bunny. We have Easter egg hunts divided up into 4 age groups — we put candy and Easter eggs out with coupons for prizes in them. Everyone has a terrific time for a few hours on the Saturday before Easter and we generate a lot of good will among the patients — it’s great for patient referrals, and it doesn’t cost too much either!
Dr. Robin F. Abari
Diamond Bar, CAThe Nectar Connection is such a great idea; we want to continue to take part. We have the following to share:
Communication is essential to any successful orthodontic practice. A new avenue we are pursuing is with e-mail. Computers are such a great part of our lives. Why not take advantage of this new source? We sent messages and reminders to our patients regarding their treatment and other personal interests. Patient motivation is an important key in achieving the best treatment results. We want orthodontic treatment to be a lifetime benefit as well as fun. Keep up the good work!
The Staff
Office of Drs. Serling, Decker, Sbuttoni, Boghosian & DiCerbo
Albany, NYIt’s great to share ideas with so many wonderful offices. In our practice, at the impression appointment, we hand out a customized brochure (many commercial ones are available.) In it, we spell out all the important things orthodontic patients need to know about their time in our office to have successful treatment. We go over all aspects of cooperation (oral hygiene, keeping appointments, wearing elastics, etc.) and on to retention and retainer wear.
Because we know the material is important, and we want the brochure read and understood, we give a quiz with the brochure. The quiz covers areas of vital concern to a new patient. When the patient presents the answers to the quiz at their banding appointment, we reward them with two movie passes. It’s a win-win idea.
Dr. Victor S. Sands
North Hollywood, CAAt Halloween, you could give away sugar-free candies with the office name on them or you could get some trick-or-treat bags printed and hand them out.
At Thanksgiving, you could get someone to volunteer to be a scare crow or a turkey and walk around the mall handing out floss or toothbrushes.
I hope that these will help you to get the ball rolling on some ways to get your practice name more widely spread.
The Staff
Office of Dr. Steven T. Tottori
Honolulu, HII wish to submit “My Daily Creed” for publication in The Nectar Connection. Copies of it can be posted in several places throughout the office, where doctors and staff members can “re-charge” themselves whenever they feel the need.
MY DAILY CREED
At this moment of rest and relaxation:
I am recharging my mind and body with
The creative energy from the UNIVERSE
I can feel this power flowing into me
This power will increase my strength to meet
all the tasks of daily living
I will be strong to endure all hardships
I will be brave to meet all problems without fear
If I feel depressed, I will sing
If I feel sad, I will laugh
If I feel ill, I will double my labor
If I feel uncertain, I will raise my voice
If I feel incompetent, I will remember past successes
I will master my moods through POSITIVE action
I will refrain from negative thinking and when
I master my moods, I will control my destiny
I WILL BECOME THE MASTER OF MY LIFE!— Dr. Howard H. Jan
Dr. Howard J. Jan
Piedmont, CAAt banding, we give each of our patients a “Taylor Made Smile” T-shirt. During the summer months, we hold a “Picture Me in My Taylor Made T-Shirt” contest, awarding prizes in the following categories: Furthest distance from the office, most original place, most humorous, and largest group wearing our T-shirts. Prizes are given at the end of the summer. Our bulletin board is filled with pictures of patients in our T-shirts all over the country!
Diane Ojeda, Patient Coordinator
Dr. J. Dixon Taylor
Concord, CACreativity is so delicate a flower that praise tends to make it bloom, while discouragement often nips it in the bud.
Alex F. Osborn
Office of Dr. Parker J. Fuhriman
Portland, ORSince most of our patients are teenagers of babysitting age, we had all interested teens sign up to be listed in our “Need a Babysitter?” book. We divided the teens by area, listed their birth date, address and phone numbers, and stored the information in the computer. We then ran the list and made it into a booklet. We keep a few copies on our counter available to all our parents. Not only was the list helpful to parents, but we also helped to find jobs for our patients. Since the list is stored in our computer, we can update and add new patients as they join our practice.
Office of Dr. Cy Alizadeh
St. Louis, MOFor the past eight months I have been using a personal note recorder to keep track of memos and things to do. The recorder is credit card size and battery operated. It is straightforward to use and convenient. I have become more organized and efficient by eliminating numerous post-its and scraps of paper. I am using Voice It Technologies model VT-90. It has a 90-second recording capacity, which allows up to 25 short messages. Personal note recorders are available in most office supply stores and are inexpensive — typically under $50.00.
Dr. Glen C. Young
San Francisco, CADuring the December holidays, we take the opportunity to thank the staff of our outstanding referring dentists for all their support of our practice. We hand-deliver special gifts and pass along our doctors' individual thanks. It’s a great chance to meet other staff and invite them out to lunch in the future to exchange ideas.
Dr. Henry N. Gellert
Newtown, CT“Communicating without a desired outcome is like traveling without a destination. Enjoying the trip is a good outcome; ending up at your desired destination is also productive.”
Influencing With Integrity
by Genie L. Laborde, P.H.D.
We enjoy receiving The Nectar Connection. I’m constantly looking for new, better ways to communicate and motivate. Many of my husband’s management skills sources have been great. I especially love Dr. Laborde’s methods and examples in this book. It helps with communication skills.
Dr. Daniel M. Yaillen
Portland, ORTo avoid having to take arch wires out when taking progress records to transfer in case records, you can take a strip of soft tray wax and place a small piece interproximal (not on top of the bracket), and your impression will come out ideally.
Elise
Office of Dr. Brian Povolny
Tukwila, WAIn ORMCO’s latest newsletter, there is a pictorial description of a simple technique to figure eight elastics around brackets. The author claims he no longer needs wire ligatures. I just started using the method and am very happy with the results.
Dr. William Hyman
Montebello, CAToday, everyone is concerned about health and the possibility of getting sick. We recently had an in-office seminar on heart, health, and exercise. Discussed were fat content in foods, eating better, and the need for exercise. We decided to make a whole lifestyle change, which was the only way to make it work. We set up a contest and made every fifteen minutes of high heart rate exercise equal one mile. First, second, and third-place prizes revolving around health will be given at the end of the designated contest time. A healthier staff could lead to less absenteeism and an overall happier staff.
Dr. D.C. Dennington
Cape Girardeau, MIDr. Peters mentioned that you would be interested in reading this article about the cost and process of orthodontics. The article explained not only the costs associated with orthodontics but also the screening process and the typical types of cases we treat. Also, just to let you know this article was on the news wire and another orthodontists from Colorado contacted Dr. Peters to let us know the article was featured in their local paper in Colorado Springs. I hope you enjoy the article as much as we have.
Susan Jacobson
Office of Dr. Thomas G. Peters
Los Gatos, CAThe image of an organization emanates from its values, i.e., the standards and principles used to guide and evaluate action and behavior. The bonding agent for a team is values congruence. However, hiring decisions are often based primarily on a candidate’s task abilities. As crucial as tasks are, a hiring decision must begin with assessing a candidate’s values. Will this person blend with our internal culture, represent our beliefs to clients, and be congruent with our definition of a team? Unless the answer is clearly “yes,” slow down the hiring process, gather more information, and search further. Values incongruence is predictive of team disruption, client concerns, and revolving turnover!
Excerpt from Toward The Future
Doug and Marlyn Young
Parker, COI have enclosed a letter our office received recently after bonding an adult patient. We thought your readers would enjoy it as much as we did.
“Dear Dr. Morgenstern and Staff:
Today, I received a phone call asking how I was doing since my braces went on last Friday. I was impressed with your concern, and a written response is easier than talking at this point.
Let me start at the beginning. When I left your office on Friday, I was told to go home and have a big lunch (before the pain set in). Boy, you guys sure have a sense of humor. I got home and made one of those Raman snack noodle things. After all, how hard could that be to eat...HAH! With the first spoonful, I realized that I could not bite down anywhere, and then the noodles began floating around in my mouth, only to wind up hanging gracefully on the brace wires as if someone placed them there to dry. It was the funniest thing...thank goodness no one was around to see it! So, while I quickly learned that not too much in the way of solid food would pass through these lips any time soon, the good news was that I could swallow...some “medicinal” brandy helped.
Saturday came, and I had to go out and face the world with all this stuff in my mouth, which really didn’t look too bad. So, what if my lips are fuller...I have that Julia Roberts look...some people pay to do that! But the worst drawback has been my speech. That wire on the roof of my mouth is a cruel joke. Why do you suppose they put that nice little plastic button in the middle only to leave the rest of the wire exposed to cut your tongue to bits? So I am trying very hard to enunciate my words (hard to do with a battle-scarred tongue) and not to sound like the town drunk as I slur my S’s.
Much to my husband’s delight, my mouth gets tired quickly, and it is easier for me not to talk...all this from someone who hasn’t shut up since birth! And no one mentioned how much saliva is caused by braces. My civic duty is to provide all my friends (my enemies can suffer) with a splatter screen for their protection. Getting the wax to stick where you want it before the flood of saliva comes is challenging, and nothing will stick. My advice...buy stock in any company that makes orthodontic wax...the way I use it, believe me, the stock will go up!
But all in all, I am doing fine. I know that sometimes, before the turn of the century, solid food will once again enter my body and that the initial discomfort is temporary. I have renewed respect for teenagers who share the same fate. The only good thing about getting braces at 50 years old is that acne does not come with it (menopause, perhaps, but no acne).
But in all seriousness, I think you have one terrific organization there, and I admire your professionalism. Keep up the excellent work. If there are any tips as to how to keep this wire from cutting my tongue, please let me know... this is painful, honestly.”
Sincerely Yours,
Marian Nelke
The Staff
Office of Drs. Kessler, Morgenstern, Sargiss and Wiser
East Windsor, NJThe quality of our lives has definitely improved as a direct result of your consulting, Karen, and we really appreciate it. We’re enjoying each day more, and the practice is blossoming. I’d highly recommend your services to anyone, and I can’t wait to see you at the MASO meeting. We think of you often.
Dr. David W. McSurdy
Collegeville, PAP.S. Doctor Time Scheduling and your incentive plan are working out beautifully!
Because the discomfort from steps is just as uncomfortable as from the banding appointments, I also called the separator patients that evening. Inevitably, they have questions and are appreciative of the call. We’re also sending before-and-after photographs after the debonding on a two-sided key chain. We send them to Mom at work. They rave about it.
Dr. Stan Heiner
Modesto, CAAt our patient’s debond appointments, we present them with a “goody bag” filled with orthodontic “no no’s,” i.e. popcorn, suckers, bubble gum, etc... We then take a picture of the doctor with the patient and their gift and hang the “autographed” picture on our bulletin board in our reception area. Friends and family can get a glimpse of the picture-perfect smile!!
Tina
Office of Drs. David F. Zak and Steven S. Banks
Des Plaines, ILWe have an exciting idea we would like to share. During appointments where it is necessary to reactivate a spring on the archwire, we add a crimpable stop made by GAC (stock # 47-601-22), which activates the open coil spring about 5mm. This eliminates removing the arch wire, which saves chair time.
Dr. Scott Robinson and Staff
Columbia, MOWe have noticed that many of our patients (children) continue to chew gum during their active orthodontic treatment, which causes some brackets to break. At the beginning of treatment, we inform the parents that a charge will be made for broken brackets, which are diet related. This, of course, includes gum chewing. Over the years, we noticed that parents sometimes feel “punished” instead of their children, so we devised this idea. We have made flyers that we give to all our active patients to inform them that GUM CHEWING IS NOT PERMITTED...ABSOLUTELY NO GUM!!! The consequences...a 500-word essay entitled “Why I should not chew gum during my orthodontic treatment” (the essays are posted on our bulletin board). We have now left the patient responsible and asked the parents to support us. Well, the parents think this is a beautiful idea!! So far, it’s working for us.
Gabriella Taiariol
Office of Dr. Pavel Sectakof
Woodbridge, OntarioFOR THE PROBLEMS OF YOUR JOB.....BE THANKFUL
Over the years, life has continued to teach me that, on and off the job, we are evaluated more by how we handle problems than by the successes we achieve.
Who is there among us who has not had some problem of self-esteem or feelings of inadequacy?
Who has not had problems with friends and loved ones or complete strangers?
Who has not suffered financial worries and setbacks?
Who has not suffered heartbreak?
Who has not suffered some challenge in dealing with pain?
Who has not had a physical or mental disability?
Which parent has not had a problem with a child, and which child has not had a problem with a parent?
Who has not made some terrible mistake?
Who has not been judged falsely?
Who has not thrown themselves into some worthy, passionate cause — only to be utterly and totally disappointed?
As much as we try to avoid pain and problems, they show their heads at every turn. This being the case, we should embrace them and let them be our teachers.
Without problems, we would not be the person we are.
Hope and happiness lie in the fact that there is no problem that an ounce of love and an ounce of humor cannot make better. Grab these “flotation devices” the next time you find yourself overboard.
Problems are really golden opportunities disguised in work clothes.
THANK GOODNESS FOR EVERY ONE.
Front Office Team: Kathy, Lorrie, and Shawna
Office of Dr. Jack Feller
Rock Springs, WYEach year, our doctor sends us to the national orthodontic convention at his expense. As a token of our gratitude, we purchased a picture print of the city and have it framed. This makes for a wonderful way to decorate the walls of our offices and gives us a lot of laughs and memories of that trip and year.
LaVonne Walden
Office of Dr. Walter Shepherd
Eden, NCAt our child removal appointments, we ask the patient to write a little “Thank You” to their parents (we’ve had a cute card printed with a braced smile on the front). We then present the patient with a bouquet of balloons, take a Polaroid picture, enclose the picture in the “Thank You” card, and mail it off to the parents.
Our adult removals receive a coffee cup (with our practice name) with a balloon attached. What a great way of advertising where this perfect smile came from!
Sharon Levin
Office of Thompson Orthodontics
Overland Park, KSOur office just loved reading the October 1995 edition of The Nectar Connection. It had some wonderful ideas and uplifting notes. I want to share what our office did for Mother’s Day this year.
We asked everyone to write three sentences about “What’s so special about their Mom.” The winner received a certificate for their Mom to be pampered at a local beauty parlor for a manicure, pedicure, facial, haircut, hairstyle, etc... We also gave movie passes to the runners-up. We displayed their comments on our bulletin board. I hope you and your readers enjoy reading all the comments as much as we do.
Grace Koontz
Office of Dr. Edward Sheinis
Coral Springs, FLWe have arranged for our debond patients to receive a complimentary 5X7 from a portrait studio. The studio supplies us with the portrait certificates we give to the patients at their debond appointment. Once the patients have had their portraits taken, the portrait studio sends our practice a complimentary 5X7 of our patients. The portrait is framed and displayed in our office for all to enjoy. The portraits are a big hit with all our patients, parents, and staff.
Drs. Daniel J. Grob and Mark T. Donovan
Tucson, AZThe need to duplicate X-rays for our patients’ dentists seems to occur frequently in our office. So, in order to save time and the expense of duplicating film, we place two pieces of regular panorex film into the cassette at the initial records appointment. No settings need to be changed on the machine.
Dr. Marvin Stephens and Staff
Tyler, TXOur office recently hosted an April “Casino Night Party” with great success. We invited our referring dentists, guests, and staff. “Play money” was used, and at the end of the night, prizes were awarded for various feats. Proceeds were given to a local organization in Denver, K.I.N.D. (Kids In Need of Dentistry). They were rewarded with a monetary gift plus a fun night of socializing. We look forward to next year!
We reward our families who have gifted us with three or more of their children with a dinner certificate or gift basket to say “Thank You” for yet another trust in our office.
Drs. James H. Gallagher and Terri L. Alfred
Arvada, COWhat’s cold and rainy with a little bit of sun? It’s Seattle, Washington, home of the Mariners Baseball team. Our office is in the Seattle suburb of Kirkland, and we love baseball, and so do our patients. We have baseball paraphernalia everywhere in the office, and our patients and their parents enjoy looking at all the items we have displayed.
To help promote new patients, we decided to have a contest this summer. Every time a patient refers a new patient to our office, his or her name goes into a drawing. At the end of the summer, we will have a drawing, and the patient chosen will win a GREAT gift: a signed baseball and rookie card from Randy “The Big Unit” Johnson, the 1995 Cy Young Award Winner. This promotion adds new patients to our practice, makes for excellent public relations, and adds a little fun for our current patients.
Tiffany Jenson, Chairside Assistant
Office of Dr. Richard Westin
Kirkland, WAOur patients and parents appreciate the little things we do to make their orthodontic experience memorable. Having the “Recipe of the Month” is a nice way of sharing easy-to-eat foods for sore teeth. Here is an easy-to-make recipe to get started:
Spinach Soup
1 pkg. frozen chopped spinach
2 tsp. instant chicken bouillon
1/2 cup low fat sour cream
2 1/2 cups water
1 tsp. salt
Partially thaw spinach. Place spinach, bouillon and 1 cup water in blender. Blend. Add rest of water, salt, and sour cream. Blend. Chill. Top with thinly sliced cucumber.
Delicious!!
AnonymousWe recently received the enclosed letter from a patient with whom we only did an initial exam. This patient has a complicated TMJ/surgical problem.
“Dear Dr. Gregg, You did a (free) consult with me last August or so, which helped me decide not to get braces. I appreciate your professional assistance. With the money we’d saved for braces, we put new flooring in our kitchen. Putting in the wood laminate flooring was probably as painful as going through the braces, but it didn’t take quite as long. We appreciate your participation in getting a new floor. Now that it’s (mostly) done, we’re delighted with it. Maybe we’ll see you again in a few years (for braces, not flooring) with our kids.”
This thank you note made us laugh a lot! We also concluded that you never know where your next patient is coming from or going! We are now planning to launch a multi-media marketing campaign at all of the major home improvement stores in Spokane. We thought others would enjoy this note as much as we did.
Dr. Steve Gregg and Staff
Spokane, WAI certainly enjoyed meeting you and sharing the morning walk in Denver. Our whole office has also enjoyed The Nectar Connection, and I thought I might share an idea with you.
For Mother’s Day, we held an essay contest entitled “My Mom Is The Best Mom In The World Because.” Patients were asked to write an essay about their mom or stepmom in 50 words or less. They were to place their names on the back of the sheet so our office staff would have no idea who wrote the essay when they were reading it. The winning entrant won a dozen roses for their mom, delivered the day before Mother’s Day, and a card from our office containing the winning essay. All entries were sent to the mothers in a card for Mother’s Day. We hope to have the same contest for Father’s Day with an appropriate prize.
Robin Friedly
Office of Dr. S. Meredith Johnson, Jr.
Jeffersonville, INCHILDREN TO CHILDREN VALUES
Children To Children is a non-profit support center in Tucson, Arizona, for children grieving the death of someone they love. For the last four years, we have worked with a small paid staff of four people and seventy-five volunteers. We believe that within each child and adult is the natural ability to heal their loss. We teach our volunteers to become safe vessels for children to do their work in. Listening, caring, and acceptance are the tools of our trade. The children are our teachers easily as often as we are teachers to them. Our method of teaching is by living our examples. We tell the truth, we cry, we laugh, we listen to each other, we feel our feelings, we scream, we play, we care for each other. Those who work in our groups experience personal growth. We talk about it. We nurture it. Our goal is personal healing and inner peace for everyone.
A lot of administration must take place to have such powerful healing groups. From the beginning, we knew that the quality of our administrative work needed integrity comparable to our groups. We needed to make Nourishment of the Spirit a value in our workplace. The personal development that occurs as a result of working with children and adults mourning a death brings one to a place of bottom-line truth. We are here on earth to care for and love one another. To treat or be treated by another in any other way is incongruous and prohibits us from being a clear vessel, from doing the most healing work we can do.
One of the primary methods that we use to apply our tools is the talking circle. We sit in a circle at the beginning of every meeting, whether a meeting of two or twelve. We pass the talking stick, and each person “checks in” by sharing how they feel in the present moment. By listening, we learn to be more sensitive and compassionate. We get to know one another. We learn to notice how we are feeling. With this as our foundation, our business meetings are filled with respect. We are talking to the whole person. And if the business topic is “hot,” someone always seems to remember to stop and remind everyone to take a minute or two to breathe. When we return to the topic, we rely on the talking stick as a way to allow the speaker to complete what they are sharing and the listeners to breathe and listen.
Using the circle, we are developing a workplace where we learn how to feel safe and offer safety to our co-workers. Ultimately, this leads to a workplace where we can be “whole and complete.” The people we are, and the values we live by in our personal life outside of work are the same as at work. We no longer have to put on a work persona at the front door. This “wholeness” allows us to bring some of our most powerful and creative parts to our jobs.
The ideals that we value and work toward are:
• Communicating
• Using the talking circle as the framework for all important communication
• Taking responsibility for ourselves and respecting one another
• Trusting one another to tell the truth
• Not punishing
• Honoring intuition
• Walking in our co-workers shoes
• Believing that no one wins unless everyone wins
• Making known our needs and wants
• Creating safety by really listening to others and ourselves
• Honoring our co-workers feelings and not trying to diminish or fix them
• Looking at the part we play in a conflict we may be having
• Refrain from having hidden agendas or secrets
• Learning that our security comes from within
• Committing to the time it takes to build healthy relationships with our co-workers
Marianna Cacciatore, Founder
Children to Children
Tucson, AZQuarterly Contests
Nov. Dec. Jan = Super Bowl Contest
Feb. Mar. Apr = Poem Contest or Best Lost Retainer Story
May June July = Post Card Contest
Aug. Sept. Oct= “Guess the Ceph” Contest
Super Bowl Contest: Enter every time you have a scheduled appointment. Choose your favorite NFL or AFL football team—only “one” winner.
Poem Contest: Prizes were given for 1st, 2nd, 3rd place, and an honorable mention. Create your “own” poem with an Easter or Spring theme or anything about teeth or braces.
Post Card Contest: Send a postcard to our office from any vacation point. Prizes have been given for the following: Longest Distance, Most Original, Most Historical, Most Scenic, Prize Fishing, etc.
“Guess the Ceph” Contest: During your scheduled appointment, fill out the entry form to match a Ceph X-ray to a staff member, to the ghost, or Dr. Smith. We have had six out of six right guesses. Prizes awarded.
Carole Dawn Smith, Wife, and First Exam Coordinator
Office of Dr. Darrell G. Smith
Roy, UTFollowing the A.A.O. meeting in Denver, I thought back to many conversations I had with orthodontists from various parts of the country. One of the concerns mentioned often was embezzlement. The comments weren’t, “It couldn’t happen to me.” Instead, I heard, “I think it may be happening in my office.”
Often, at the end of a consulting day, I sit down with the orthodontist to analyze reports in preparation for setting financial goals. In one instance, red flags jumped out; something was not right.
I told the doctor of my concern, and we decided to proceed with an internal investigation. We worked into the night, running copies of every patient's account history. Weeks and weeks of 20-hour workdays going through patients' accounts and bank deposits finally revealed that money was being taken from the office.
The doctor had to make the heartbreaking decision whether to press charges. Was having justice served worth possible negative publicity in the community? In this instance, charges were pressed, and the woman now serves time in jail. The orthodontist had the complete support of his staff in his effort to fight “white-collar” crime.
Embezzlement is happening too often to ignore. Orthodontists must take ownership of the problem and take the appropriate action to eliminate the possibility of embezzlement.
Simple steps can be taken to protect both the doctor and employees.
• Do not allow an employee to sign on your checking account.
• Have the bank statement sent directly to your home rather than the office.
• Do not have the same employee handling accounts receivable and accounts payable.
• Do not leave blank signed checks for employees to use.
• Do not leave Master Card or Visa in the office for employees to use. If employees have the privilege of using an office credit card, carefully compare all receipts to the monthly billing.
• Compare all packing slips and invoices to monthly statements.
• Check daily charges and receipts to ensure that all new contracts have been posted.
• Verify and sign off adjustment reports at the end of each month. If numerous adjustments are made each month, find out why. Is it just sloppy bookkeeping that requires additional training?
In most cases, embezzlement is not planned. The opportunity arises and then, once money is taken, it is much easier the next time. Take the time to set up the appropriate systems so you, too, don’t become an embezzlement statistic. Avoid becoming the next orthodontist who decides if legal action is warranted.
Debbie Best, Financial Consultant
Hummingbird Associates
Bainbridge Island, WAOur staff brought early childhood photos and had a little contest for our patients. This was fun for our patients to see what weird clothes, hair styles, etc., we had! It was a good laugh and practice builder too!
Dr. Michael F. Richards
Price, UTFAITH
When you have come to the edge
of all the light you know,
And are about to step off
into the darkness of the unknown,
Faith is knowing
one of two things will happen,
There will be something solid to stand on,
or you will be taught how to fly.- Anonymous
Doug and Marlyn Young
Parker, CO“When someone does something good applaud!”
— Samuel Goldwyn
The staff and Dr. Stephen L. Sherman want to do just that for the following three consultants, whose collective assistance has been invaluable in advancing our efforts to sustain the best possible care for our patients.
Karen Moawad and Mary Beth Kirkpatrick—Without Karen and Mary Beth’s expertise, our office would not be the finely tuned, efficient, and up-to-date office it has become. We couldn’t have done it without you!
And last but certainly not least...Carol Eaton — Carol suggested and helped develop a D.D.S. profile survey to send to our colleagues in the dental profession. To that end, this survey has been an essential tool in facilitating our patients' treatment. Bravo, you have been a tremendous asset to our office.
I want to add that none of this would have been possible without our boss!! Simply put, Dr. Sherman, it’s easy to do the external marketing that I do, because I do it for an employer as extraordinary as you most definitely are!!
Marty M. Paddle, Orthodontic Assistant
Office of Dr. Stephen L. Sherman
Baton Rouge, LAWe have enjoyed past issues of The Nectar Connection and received many good ideas. Our thanks to everyone who has participated.
To help the registered dental assistants and hygienists attain their continuing education credits, Dr. Bench offers a five-hour accredited seminar in our town. We invite all of the local dentists and their staff at no charge to them. This saves them from having to travel a long distance. On one side of the seminar room, we have a table with “before” and “after” pictures set up; on the other side, we have a fold-out board. This board has photos of mutual patients of ours and the general dentists. These pictures show patients who need therapeutic work, including peg laterals that need bonding, crowns, bridges, etc.
We always take intra-oral photos after the debond, but before the patient sees their general dentist. After the patient completes the restorative work, we take another set of photos. We then present the before and after photos on the board, along with the dentist’s name and the work that was completed. During the break, everyone had a good time walking around and seeing the work that had been done, either by themselves or by their colleagues.
After the restorative work has been completed on a patient, their dentist then receives a fold-out card with the before and after photos attached. Dr. Bench writes a note inside telling the dentist what a great job they have done. We have found them to be a good marketing tool to show how the general dentist and the orthodontist can work together to create a beautiful smile!
Valerie Morehouse, RDA, PRC
Office of Dr. Ruel W. Bench
Lancaster, CAWe have received your publications and have enjoyed them. What an excellent idea to compile words of wisdom that relate directly to the special circumstances in orthodontics. What better way to improve than from the shared experience of others in your field.
A new patient appreciation program has just been implemented in our office. Each patient received a flyer explaining that our “good” patients had not been given their due. From then on, they are given a wooden nickel at each appointment that a patient comes in on time, without breakage, with an excellent oral hygiene score, and a good appliance wear or elastic wear score. Those nickels are good for purchasing items in a display case in our lobby. We made sure to include tooth-shaped pencils for one nickel all the way to watches for 24 nickels. The response has been very positive, and most of all, we pay special attention to those that take care of their braces appropriately.
Melody Polacek, Administrator
Office of Dr. Stephen Yu
Encino, CAReacting to Difficult Patients and Parents
Working with people can be a very rewarding experience the majority of the time. We still must be ready to react to the actions of different personalities in those occasional difficult situations. Some examples:
1. Dealing with the aggressor, who is intimidating, hostile, and loves to threaten.
What to do: Guide them into a private room if possible. Listen to everything the person has to say. Avoid arguments and be formal, calling the person by name. Be concise and clear with your reactions.2. Dealing with the underminer, who takes pride in criticism and is sarcastic and devious.
What to do: Focus on the issues and don’t acknowledge sarcasm. Avoid overreacting.
3.Dealing with the unresponsive person, who is difficult to talk to and never reveals his or her ideas.
What to do: Ask open-ended questions and learn to be silent — waiting for the person to say something. Be patient and friendly.
4.Dealing with the egotist, who knows it all and feels and acts superior.
What to do: Make sure you know the facts. Agree when possible, ask questions and listen.
Modified from Communication Briefings — Volume XV, Number II
Lori Garland Parker, Clinical Consultant
Hummingbird Associates
Bainbridge Island, WAWe have a huge Lucky Dip Bag in the foyer of our office. This bag consists of small prizes to a maximum value of $1. Whenever young patients are well-behaved or have been doing the right thing with their appliances, they are asked to have a lucky dip. We also give them to younger brothers and sisters. This has had a phenomenal impact on the children that we see. Current patients are excited about coming in for their next appointment. New patients come to see us because their brothers and sisters or friends at school have told them how much fun it is to see Dr. Duncan. Parents are pleased because we have made their children happy. Referring doctors hear fantastic reviews about Dr. Duncan’s orthodontic practice, and Dr. Duncan’s staff have this tremendous opportunity to do something nice for our younger patients.
Sue Abram, Treatment Coordinator
Office of Dr. Grant W. Duncan
South AustraliaFor our patients/parents who love the Internet, the tooth fairy has her own Web Page.
According to Dental Teamwork, “http://www.asis.com/~meganm/dental.html” offers stories for kids, pictures, and dental hygiene tips parents can teach their children.
Lori Garland Parker, Clinical Consultant
Hummingbird Associates
Bainbridge Island, WAIn our office we have contests involving our patients. The feedback that we get is amazing. We are in the makings of our next contest, “Who Knows The Nose?” We have taken molds of each of our staffs’ noses and put them on the mantle in our waiting room. Each patient will have a chance to try to identify each nose.
Dr. Robert Baarsvik and Staff
New Bedford, MA8 GIFTS THAT DON’T COST A CENT
The Gift of Listening
But you must really listen. No interrupting, no daydreaming,
no planning your response. Just listening.The Gift of Affection
Be generous with appropriate hugs, kisses, pats on the back, and
handholds. Let these small actions demonstrate the love you
have for family and friends.The Gift of a Written Note
It can be a simple “I Love You” or “Thanks For the Help” note
or an entire sonnet. A handwritten note may be remembered
forever and may even change a life.The Gift of a Compliment
A simple and sincere “You Look Great In Red,” “You Did a Super Job,”
or “That Was a Wonderful Meal” can make someone’s day.The Gift of a Favor
Every day, go out of your way to do something kind.
The Gift of Solitude
There are times when we want nothing better than to be left
alone. Be sensitive to those times and give the gift of
solitude to others.The Gift of Laughter
Clip cartoons. Share great articles and funny stories. Your
gift will say, “I Love to Laugh With You.”
Judy Hoskins, Office Manager
Office of Dr. Nicholas D. Barone
North Providence, RISome ideas on efficiency:
1. Buy your dental products from one or two manufacturers. While each item may not be the absolute cheapest, you’ll find — you will save significant dollars on staff salary for the time it takes to find the cheapest price anywhere.
2.Cross train everyone for 2-3 positions. In this way, if someone is sick or on vacation someone else can step right in. Cross training initially takes a lot of time and effort — but it’s well worth it.
3. Use the 24-hour rule for concerns or conflicts—both the doctor and employees have 24 hours to resolve the conflict or concern—no exceptions, no lingering concerns.
Dr. Gregg G. Hipple
Cottage Grove, MNWhen arriving at the office of Dr. Steven A. Steer, you will be greeted with a smile and then asked, “What game would you like to play?” At our office, we have discovered a way to keep youngsters and adults occupied while they wait to see Dr. Steer. We do this by offering Gameboys with a wide variety of games to choose from. When a patient is tired of playing one game, they trade in their current game for another one. We keep a list of all games posted on the bulletin board, so we don’t have to continually answer the question, “What games do you have?”
This is beneficial for both the patient and our staff. The patients look forward to coming in for their visits just to play a few rounds of Tetris.
Dr. Steven A. Steer & Staff
Springfield, ILWe really enjoyed receiving The Nectar Connection at the AAO convention in Denver. We keep the following story posted in the office to encourage teamwork and staff involvement. We’re looking forward to our next issue!
IF YOU WON’T, WHO WILL?
This is a story about four people named Everybody, Somebody,
Anybody, and Nobody. There was an important job to do and
Everybody was asked to do it. Everybody was sure Somebody
would do it. Anybody would have done it, but Nobody did it.
Somebody got angry because it was Everybody’s job.
Everybody thought Anybody would do it, but Nobody realized
that Everybody would do it. It ended up that Everybody
blamed Somebody when Nobody did what Anybody could have done.
B.J. Angle, Treatment Coordinator
Office of Dr. Nathaniel Ritter
Dayton, OHThe following is a poem written by a formerly apprehensive patient. Thought you might like to include it in The Nectar Connection. Keep up the good work — we really enjoy the words of wisdom and practical suggestions.
I have a new expander sitting on my palate.
I wanted to take it out and hit it with a mallet.My mother tried to use the key, but it got stuck instead.
So there I was with that thing protruding from my head!I was so upset that I began to bellow.
“Not to worry,” said my mom, we’ll call Dr. Luposello.He told us on the telephone exactly what to do,
And said, “I’ll meet you in the morning at precisely 9:02.”He showed us how to insert the key into it’s little place,
And how to advance it every night so my teeth would have more space.Now, at last, I’m used to it,
So I no longer pitch a fit.I’d like to thank both Dr. Price and Dr. Luposello.
They’re always there to give me care.
They’re each so fine a fellow.Lisa Kay Rosenthal
Lois Price
Office of Dr. Charles Price & Dr. Mark Luposello
McLean, VAWe love reading each issue we get. We have gotten so many new ideas! Thank you very much.
Here is the contest we used for July 1996. Each person in the office casts a mold of their nose with a fast set alginate. We poured them up like a set of models, mounted them on a poster board, and titled it “Pick Our Noses.” They had to match our noses up with us. Everyone loved it. They thought it was hilarious. The person who guessed everyone right won a $20 gift certificate. Seeing all those noses together is more complicated than you think. Have fun; that’s what it’s all about!
Cindy Bishop, Office Manager
Office of Dr. L. Vaughn BoggessHere are ideas that our office thinks are of good value:
We insert a bright pink blank sheet into patients' folders behind on their payments. The patient does not realize the value of the pink sheet, but when they come to the front desk, it is a red flag for our appointment person to remind them of their lapse gently.
Sometimes, we go through a rash of failures, and other times, we see everyone! It has become an automatic occurrence that if a patient fails more than 1/2 hour we contact them immediately by phone, barring the reaching of them, we also send out a postcard reminding them of their failure. We file the folder alphabetically in a special section in the files (failures) and then do a follow-up phone call one week later if patient has not returned your call.
We color code all special appointments as follows:
Pink — new patient
Yellow — retention
Blue — records
Green — bonding
Orange — additions or removal
Purple — deliver retainers
This way, when Dr. Davis glances at our computer-generated appointment list, he can quickly see what the day looks like without having to read every procedure for each patient. We also put regular adjustments in the first column, more time-consuming ones in the second column, and then the most extended procedures in the third column. This also helps when calling in patients, as with a quick look, the person doing the seating knows which chair to put that procedure in.
We dot code with a green dot for those patients who are in detention. They are filed in a separate filing cabinet from regular patients. This eliminates a lot of files to search through when pulling for active files. (As retention files are not pulled as often)
Thank you for sharing your newsletter. Almost every letter we receive gives us some great ideas to utilize. Everyone here at the office reads it from cover to cover and then we discuss it at our office meetings.
Sheril Davis, Office Manager
Office of Dr. William W. Davis
Darien, ILAfter a lifetime of moving as first a preacher’s kid, then a Navy wife, now in my own itinerary, I FINALLY came across this little bit on “How to sort junk from memories (then throw out clutter or give it away.)” I have no idea who wrote it but I find it extremely valuable.
Something is “junk” if:
...it is broken or obsolete, and fixing is unrealistic...you have outgrown it physically or emotionally...you have always hated it...using it is more bother than it is worth...it generates bad feelings...it would not affect you if you never saw it again.
An item is not “junk” if:
...it generates love and good feelings...helps you make a living...will do something you need to be done...has significant cash value...gives more than it takes...will enrich or delight the coming generation.
Lucy Jones-Voisey, Ph.D.
Director, Wesley Foundation
Tucson, AZI have found that some patients do not wear their elastics to the office because they are automatically removed to change the archwire. To confirm that elastics are being worn as instructed, ask patients to wear them to each appointment so they can be checked. While checking to make sure nothing is loose or broken, confirm that the rubber bands are being worn correctly. If the elastics are not in place at the appointment, ask the patient to put them on and watch the process. You can easily tell if they are worn routinely by how easy or difficult the process. Sometimes, elastics can be worn incorrectly (or not worn at all) and this procedure will help identify any compliance issues.
Lori Garland Parker, Consultant
Hummingbird Associates
Bainbridge Island, WAWe have improved our impression-taking success by giving our young patients a digital countdown timer to hold while taking their impressions. We show our patients how to set the timer for the time it will take for the impression material to set. When we place the impression material in our patient’s mouths, they concentrate on pushing the start button and watching the numbers count down to zero, where they have to press the stop button to turn off the alarm. Our patients spend more time adjusting the timer and less time thinking about the impression material in their mouths.
Dr. Bill Trepp
Pasadena, MDFor those who have been contradicted for being tender-hearted and sensitive. Remember, sensitive people make the best parents, the best artists, the best poets, the best friends, the best employers, the best employees, the best doctors, and the best musicians. You can use your sensitivity to help you decide which persons will drain you and which will enhance your life.
Tender Hearted
Have you ever been watching a movie with tears running down your cheeks?
Or have you looked through cloudy eyes at someone calling you weak?
Reading a story, and so choked up you couldn’t see the words?
Maybe a lump developed in your throat over something you just heard.
There’s nothing weak about tender hearts, you know.
Other people have feelings, but they just don’t let them show.
Linda Slagle, Treatment Coordinator
Office of Drs. Shannon and Andregg
Tulsa, OK“LOVE”
“You must have a job that you love. You must have a career that you love. There’s no point in spending a lifetime doing something you don’t like. It’s not worth it. If you want to be happy for just one hour, nap. And if you want to be happy for a day, go fishing. If you want to be happy for a week, take a vacation. If you want to be happy for a month, get married. If you want to be happy for a year, inherit a fortune. But even after a year, after you acquire everything you can think of, you’ll still wind up unhappy after buying everything you wanted if you’re not happy in what you do every day.”
The point is, get yourself an occupation that you love, do something that you’re really in love with so that when you go to work every day, it will be to a place you really want to be.
That’s a hard thing to do. Most people go to work in the morning for something they consider “just a job,” they spend every day of their entire lives until age 65 waiting until they can stop working. When they finally stop working, they realize life’s over.
They’ve been waiting for this time to come, and when it does, they are disappointed.
One should really find out how successful one wants to be during, not after, the journey. Life is a very difficult, a very challenging thing. There are many disappointments, tragedies, misfortunes, and unfair things. Good people who devote their lives to helping others sometimes die young in senseless accidents or illnesses, while rotten, greedy, cruel people live on almost forever, creating misery everywhere they go.
Once you begin loving what you do, once you begin having a good time doing what you do, and once you begin actually doing what you want to do, the fish will begin to jump in the boat for you.
Find a way to have a great time doing what you do, and I bet that’s where you’ll find success because what you do will be so much fun, and good fortune and prosperity will just come to you.
Dr. Kenneth W. Groman
Holmdel, NJFinally, I take pen to paper and write to tell you how much I enjoy The Nectar Connection!! Thanks for calling my attention to the Service in the Noetic Sciences Review article. I am now using it in training sessions with our staff as exceptional service is what we stress and work to provide to the residents who live in our multi-family children and family’s rental apartment communities and in our retirement/assisted living apartment communities. I’ve also used quotes and other material from the publication in the past. Thanks for keeping me on the mailing list!
Dee O’Neill, Attorney
Netwest Development Corporation
Tucson, AZI was perusing your latest issue of The Nectar Connection and enjoying the useful tips and comments that it contains. I also noted your presence on the Internet. As an international user of your services and tapes, I find this very beneficial for communicating quickly and effectively, and I applaud your decision to appear on the WWW.
A recent tip I received that others using micro etching cabinets may be interested in is to prevent the scratching and eventual replacement of the viewing shield by covering the inside surface with cling wrap. This prevents the aluminum oxide particles from scratching the cover, which is easily replaced.
Thank you for sharing The Nectar Connection with us, and we look forward to hearing about your future issues.
Dr. Peter G. Miles
Caloundra, AUSTRALIAThis is a copy of a plaque given to me by William Drake, President of Pennwalt, in 1975. This is so true. Enjoy it and keep up the good work.
The Modern Little Red Hen
Once upon a time, there was a little red hen who scratched about the barnyard until she uncovered some grains of wheat. She called her neighbors and said, “If we plant this wheat, we shall have bread to eat. Who will help me plant it?”
“Not I,” said the cow.
“Not I,” said the duck.
“Not I,” said the pig.
“Not I,” said the goose.
“Then I will,” said the little red hen. And she did. The wheat grew tall and ripened into golden grain. “Who will help me reap my wheat?” asked the little red hen.
“Not I,” said the duck.
“Out of my classification,” said the pig.
“I’d lose my seniority,” said the cow.
“I’d lose my unemployment compensation,” said the goose.
“Then I will,” said the little red hen, and she did.
At last, it came time to bake the bread. “Who will help me bake the bread?” asked the little red hen.
“That would be overtime for me,” said the cow.
“I’d lose my welfare benefits,” said the duck.
“I’m a dropout and never learned how,” said the pig.
“If I’m to be the only helper, that’s discrimination,” said the goose.
“Then I will,” said the little red hen. She baked five loaves and held them up for her neighbors to see. They all wanted some and, in fact, demanded a share. But the little red hen said, “No, I can eat the five loaves myself.”
“Excess profits!” cried the cow.
“Capitalist leech!” screamed the duck.
“I demand equal rights!” yelled the goose.
And the pig just grunted. And they painted “unfair” picket signs and marched round and round the little red hen, shouting obscenities.
When the government agent came, he said to the little red hen,” You must not be greedy.”
“But I earned the bread,” said the little red hen.
“Exactly,” said the agent. “That is the wonderful free enterprise system. Anyone in the barnyard can earn as much as he wants. But under our modern government regulations, the productive workers must divide their product with the idle.”
And they lived happily ever after, including the little red hen, who smiled and clucked, “I am grateful. I am grateful.”
But her neighbors wondered why she never again baked any more bread.
Dr. W. Morgan Davis
Mesa, AZWe have an ongoing contest in our office and have found a way to display the winners using our sea life theme. We take a photo of the patient and the prize they have chosen. We then placed their picture on fish, which we cut out with different colors of construction paper.
We now have a school of fish swimming throughout our office. Our patients enjoy seeing pictures of others while finding their own.
Office of Dr. William T. Anderson
Orlando, FLWe had photographs taken with a camera here in our office of each person on the staff. We then ensured we had a panoramic X-ray of each staff member. We placed our pictures with names under them and placed the panoramics in a manila envelope. The object of the contest was for the patients to match the correct image with the correct panoramic X-ray. Under the contest, we included dental information that might be helpful and interesting. The winner won $25.
Marinda E. Eure, Office Manager
Office of Dr. Joseph E. JamisonSkeletal growth is significant in correcting some malocclusions. Rather than asking, “Have you been growing taller lately?” We now have a chart in the consulting room that the Treatment Coordinator can use to measure the patient’s height and record it in the chart. A simple answer to a simple question!
Patricia Svarny
Office of Dr. Charles E. Gulland
Hermitage, PAIt is essential to realize that the putty stage of the impression is merely to fabricate the custom tray. After the putty is mixed, we leave it in the mouth for only 30 seconds. We remove it from the mouth while it is still soft and use a mirror handle to open up the channel where the teeth are and to eliminate all the interproximal putty material. Again, the technique is to create a custom tray.
We then immediately add the thinner wash material as soon as we are finished re contouring the putty and reseat it after drying off the teeth with a 2 x 2. At that point, we leave the tray in the mouth for a total of three minutes from the start of the mix of the thinner wash material.
This technique probably saves a 1 1/2 - 2 minutes over waiting for each material to set separately. Another small point is that you’ll obtain the most accurate impression by being very gentle on reseating the tray with the thin material. If none of the color of the putty shows through the thin, wash material, that’s an ideal impression.
Dr. Charles J. Ruff
Waterville, MEWe want to be on your mailing list for The Nectar Connection. The information you provide is incredible!
I would like to share with you my thoughts regarding the hiring of a new employee to an existing staff. The staff and doctor can either “make it” or “break it” for the new employee. Many times, a new staff member can appear or feel threatening to the existing team members. Open communication has helped with the transition for me.
On my first day on the job, Dr. Anderson provided lunch at a staff meeting and allowed everyone, including him and his wife, to introduce themselves and share some interesting things or feelings about themselves.
Changing jobs has been a big and frightening step for me. Giving up the comfort of knowing my job completely and leaving close friends was very difficult. Thanks to Dr. Anderson and his team, the transition has been much smoother than I expected.
Colleen T. Howard, Treatment Coordinator
Office of Dr. Douglas M. AndersonGreetings from the hummingbird Capital of the World, Sierra Vista, Arizona.
Enclosed, you will find an entry for publication in your newsletter. We are all enjoying the newsletter.
We look forward to the next issue.
This summer, we are having a postcard contest. We asked patients to send us a postcard while they were on vacation, visiting relatives, or a postcard they happen to find here in town. We wanted everyone to have a chance to win. The categories were: Funniest, prettiest, furthest away in USA, furthest away out of USA. Four prizes, such as gift certificates for pizza, books, and videos, will be awarded the week after school starts.
We receive postcards every week. It is fun to see where patients have traveled and read their comments. We have decorated our bulletin board with these great postcards. When patients come in for their office visits, they check the board to see where they are in the running.
I have enclosed a copy of our flyer used to announce the contest. You may want to print it if you have room.
Postcard Contest
While you are on vacation or visiting relatives this summer, please send us a postcard...
Prizes will be awarded for:
1. The Funniest
2. The Prettiest
3. The Furthest Away-USA
4. The Furthest Away-Out of USA
Judith A. Varin
Office of Dr. Elliot E. Angel
Sierra Vista, AZOur office has recently implemented a new financial option: OFP. The Orthodontists Fee Plan allows our patients to pay over 36 months with nothing down at a very reasonable 9.9% interest. This has allowed our office to be firmer in our financial arrangement while allowing many families to begin treatment that they would not be able to under our traditional office plan.
Our case has started up, and our cash flow has improved!!
Darlene Durham
Office of Dr. Richard Talbot
Citrus Heights, CAThe ability of an orthodontic team to develop trust-based relationships and loyalty with their clientele is directly equivalent to the trust, respect, and affection existing between each team member and every other team member.
O.A. Bud Ham
Aurora, ColoradoI enjoy reading your publication. Whenever I find something appropriate for another staff member, I share it at our monthly meeting.
We keep a bulletin board in our reception area. I check the local newspapers, cut out articles or pictures of our patients, highlight their names, and display them. The board is just above the desk where appointments are made and gets much attention from parents and patients.
I hope other offices find this useful.
Marlene Klein
Office of Dr. Howard S. Anstendig and Dr.Brian H. Finn
Eastchester, N.Y.We are always thinking of ways to keep our patients involved in our practice. Our most recent idea was a trivia contest about Dr. Colb, to see how well our patients know their orthodontist. Questions such as eye color, shoe size, height, dog’s name, and favorite color were printed on a sheet of paper for each patient to fill out. A prize was awarded to the patient with the most correct answers. Some of the answers we received were very amusing. They entertained our whole staff! This was one of the more original contests we’ve had. The participation was much more than we anticipated.
Bernie Layden
Office of Dr. Michael A. Colb
Pueblo, COI found this article from the Cedar Rapids Gazette, when I was “working” at getting my desk in order and thought I’d just send it off! I think of you and send warmth.
Vacations a Good Incentive
By Lynn Feuerbach
Competition in the dental industry pushed Duane Schmidt and his fellow dentists at Gentle Dental East in Cedar Rapids to look for a way to inspire their employees to get ahead of the pack.
“We get 300 new patients a month - we’ve done that for years,” said Schmidt, 66. “But how do you keep them?”
His solution: Set business goals based on collective billing volume and take employees on a trip every time they meet those goals in a consecutive 12-month period.
Since implementing the plan in early 1989, Schmidt and company have been to Hawaii, on a cruise to the Bahamas, and, last August, to Cancun, Mexico.
“They can make it happen any time they want to,” he says of the office’s 36 employees.
Schmidt says that progress toward the goals is charted in the office and closely watched by employees.
Employees must have been working for the entire 12-month period to be eligible for the trips. Spouses and guests are invited at reduced rates.
“It inspires the staff to continue to do things right,” Schmidt says of the trip offers. And when patients are treated in a caring manner, they refer their friends and family, he says.
She says working relationships also improve because employees get to know each other and their spouses better through sharing new experiences.
While Schmidt intended to improve the business, he also saw it as a way to recognize employees’ efforts.
Jean Blair
Iowa City, IAFor two years now, we have been enjoying and gleaning precious gems from The Nectar Connection. So many wonderful ideas have been shared, and I just wanted to let you know how much your efforts are appreciated in continuing to publish such a valued resource, helping to make our practice just that much better!
We feel a great sense of accomplishment when we see our patients' lives and “smiles” change. We instituted a form of recognition for our patients who have completed their orthodontic treatment. The day they get their braces off and come to the appointment desk to get their appointment card for their retainer visit, our receptionist starts clapping. This is a signal for EVERYONE in the office to stop what they are doing, start clapping, and come to the reception desk. We then sing a short “BIG DEAL” song, and they get a bag full of all the things that they weren’t supposed to eat while they had their braces on, i.e., popcorn, caramels, Jolly Ranchers, bubble gum, soda pop, licorice, taffy. The kids love the recognition, and it allows us to tell them congratulations and do a little bit of marketing at the same time.
Doing this “little” song has not only affected our patients but has had an astonishing effect on our staff. We feel more like a TEAM when we all contribute to the atmosphere in the office.
The words to the song are: (TUNE: My Gal’s a Corker)
Today’s your debond day,
And we just have to say,
Con-gra-tu-lations from the
Whole office crew!You have a win-ning smile
That real-ly fits your style,
And it should last your whole life
Thro-ooo-ooough. Hey!Thanks for Everything, Hummingbird!
Kathy Redd
Office of Dr. Stephen D. Hanks
Las Vegas, NVOur practice is considering two investments soon and would like to have input from others concerning their experience with each one. The first would be a CD-ROM patient education system. These systems are offered from Ormco, Unitek, and others. We would be grateful if anyone using these in their office could share information with us.
The second item we are considering is an imaging system. If you are using one, would you suggest that we get a stand-alone system or one that is integrated into our computer program? We welcome any information you give us by phone, fax, or mail.
We greatly enjoy the Hummingbird newsletter and have benefited from many of the ideas. Thank you.
Beth Anne Van Rhee
Office of Dr. William T. Anderson
Orlando, FLThe ideas and tips in the nectar connection are a great source of information. You can learn from the ideas of others. The doctors in our office ask our opinion on a lot of things. Right down to the wallpaper in the office. It’s great to know that our opinions and ideas count, too. GOD BLESS the doctors who are open to growth.
Holly Sisti
Office of Dr. A.J. Apicella and Dr. S.S. Conner
Mechanicsburg, PASTOPPED HERE
While America celebrated the Olympics, we celebrated also, in a unique and memorable way.
Dr. Coker was chosen as a community hero for his volunteer work and was given the honor of participating in the Olympic torch relay. On June 20, as hundreds of people looked on, Dr. Coker gave his “gold medal performance” and carried the torch in Fredericksburg, Virginia.
We wanted our patients to share in the fun, too, so we decorated our office with an Olympic theme. American flags, Olympic rings, posters, banners, ribbons, lights, and windsocks filled every window and every room. And since we always have some contest going on for our patients, we asked them to guess what number runner Dr. Coker would be in the torch relay. (There were 10,000 torchbearers nationwide - Dr. Coker was #7027).
Dr. Coker also bought the staff Olympic shirts that depicted the Olympic flame. and the Atlanta 1996 logo.
We had a great time sharing in the spirit of the Olympics, and who knows, maybe we’ll see Dr. Coker run in a track and field event in Sydney, Australia in the 27th Olympics!
Terese Carroll
Office of Dr. John H. Coker, Jr.
Stafford, VAWhat your patient families are reading in their newspaper:
POOR PARENTS OFTEN LACK SICK LEAVE
By Marilyn Elias
USA TODAY
Working parents often grouse about using up their own sick leave to care for ill kids at home. But many other parents would love to have such complaints: They’re allowed no paid sick leave, and their kids still get sick.
Parents get no paid leave time for illness in about 1 out of 4 working white families, and 1 out of 3 nonwhite ones, show surveys out Tuesday.
“We don’t know how these ill children are being cared for. There’s a serious gap here that needs to be addressed,” says Dr. S. Jody Heymann of Harvard University School of Public Health, Boston.
• 2 out of 5 working parents living in poverty had no sick leave vs. 1 in 5 parents who aren’t poor.
• Only half of single parents had the benefit; 4 out of 5 married parents did.
Some parents lose jobs because they sometimes feel forced to stay home, Heymann says. Others leave children alone. Often, ill kids are sent to daycare or school, infecting others.
She says the 1993 Family and Medical Leave Act covers only about half of working parents and is limited to time taken for major illnesses, not common childhood ones.
Heymann adds that tax credits to family-friendly businesses and more company recognition of the problem would be welcome. “Employers are paying the costs now in unexplained and unpredictable absences.”
BRACING FOR ORTHODONTIA
It’ll Cost You Thousands For Children’s Teeth
San Francisco Chronicle
Braces take a big bite out of a family’s budget. To top things off, kids nowadays start orthodontics earlier and get treatment for longer periods.
When most of today’s parents were young, getting braces was a relatively simple process that usually started around age 12. To make more room for crowded teeth, the patient had some permanent teeth pulled and then wore braces for about two years.
While some orthodontists and parents still opt for the old one-step procedure, about 80 percent of cases now involve a two-phase process that takes more time, money and office visits.
Instead of extracting permanent teeth, younger children’s jaws are expanded using a variety of mouth appliances while they still have all or most of their baby teeth. This process starts around age 7 to 9 and takes about 1.5 years. Next, patients wear a retainer or a holding wire until all or most of their permanent teeth have come in. At that time, patients usually get a complete set of braces and wear them for an additional two years on average.
The one-step procedure usually costs between $2,500 and $5,000, while the two-step process costs about 20 percent more.
Some parents are skeptical, at least initially, of the two-step process.
Connie Potter of San Lorenzo never wore braces herself. However, when her son Jordan turned 10, an orthodontist recommended early correction of his underdeveloped lower jaw.
“I was a little concerned about starting Jordan so young,” said Potter. “If we started work at that point, would it hold? But I’ve seen the results.”
Jordan’s lower jaw does not protrude nearly as much compared to pretreatment X-rays.
Nine-year-old Jason Castro, in the first phase of the two-step process, sports a picture of Bart Simpson on the roof of his retainer.
Jason doesn’t mind wearing elaborate headgear. The apparatus is supposed to widen and push back his upper jaw while he’s still growing.
“It doesn’t bother me at all,” the Castro Valley fourth-grader said about the treatment. “A couple of my friends have braces, and one is getting a retainer.”
Critics believe the popularity of two-phase treatment stems from vanity and the desire to make money.
“I think there’s a little bit of pressure from parents in higher socioeconomic groups who don’t want their kids to go through an ugly duckling stage,” said Dr. James Boley of Richardson, Texas.
“Orthodontists were used to maintaining a certain workload,” said Dr. George Harris of Menominee, Mich. “All of a sudden, they’re not getting enough 12-year-olds walking in to fill their appointment books. What do they do? They start working on 10-year-olds.”
Flashy materials such as cartoon figures, neon rubber bands, colored wires and glow-in-the-dark plastic are just clever marketing ploys to make braces more palatable to younger kids, they believe.
The stakes are high: Nearly 4 million people are receiving orthodontic treatment in the United States, and three out of four are under 18.
The American Association of Orthodontists in St. Louis, Mo., recommends orthodontic screening for every child by age 7.
Deciding what to do for your child isn’t easy. Every case is unique, and experts disagree on which procedure is best.
The advantage of one-step is that it’s cheaper, it takes less time, and it works in the long-term.
On the downside, it starts when teenagers are at their moodiest and may not want braces. A delay in treatment may make fixing the problem later on more complex or lead to less-than-perfect results. There is also the potential pain and trauma of having healthy teeth pulled.
Fans of the two-phase treatment say it helps patients keep all their permanent teeth by stretching jaws while children’s joints and bones are more flexible. It also starts when children are less likely to worry about their appearance.
However, some younger children may not be mature enough to handle the responsibility of orthodontic care. Some critics believe it might not hold teeth in place as long as the one-step method.
Some U.S. studies show that between 85 percent and 90 percent of two-phase cases studied would have achieved the same results with one-step treatment.
Early Intervention
The findings were published last year in separate articles in the American Journal of Orthodontics and Dentofacial Orthopedics by the University of Michigan’s Dr. Lysle E. Johnston, Jr., and Boston University’s Dr. Anthony A. Gianelly.
“Nothing in the literature proves two-phase treatment is better,” said Dr. James Ferguson of Franklin, Tenn. “It just lasts longer, and it’s more expensive.”
On the other hand, European studies, where the two-step procedure has been used for decades, show that early treatment holds well and helps avoid significant work later.
Get Referrals
Dr. David Hamilton, president of the orthodontists association, fitted his own grandson with a retainer at age 4, and with braces eight years later.
Experts in both camps agree that the method used depends on the severity of the problem and on recommendations from orthodontists.
So first, get referrals from friends, family, or the orthodontists association (800) STRAIGHT. Then, obtain two or three consultations, which should be free of charge.
Ask each orthodontist for one or both of the free informational brochures offered by the association called “You and Your Orthodontist” and “Bite Down Early.”
Office Hours
Talk to other parents in the orthodontist’s waiting room. Find out if the doctor does all the work or whether staff members complete some procedures. You’re probably better off having the orthodontist do the work.
You may want to avoid an orthodontist who sticks exclusively with either the one-step or two-phase procedure instead of objectively considering both kinds of treatment. You can find out by asking for a percentage breakdown of the cases.
Also, ask about office hours. You’ll be making many trips to the orthodontist, and if you work full-time, you’ll want one with night or Saturday hours.
Some dental insurance plans cover part of the cost, but usually your employer must have paid for this option, said Lynette Crosby, sales director for Delta Dental Plan of California, based in San Francisco.
She said orthodontic insurance programs typically have lifetime maximums that pay 50 percent of expenses up to between $1,000 and $3,000 per person.
Some plans may require you to visit a particular orthodontist. Be sure to ask your employer about what kind of plan you have. Ultimately, you need to weigh the nature of your child’s problem, maturity level, orthodontist recommendations, and finances.
In our reception room, we have a 100-gallon aquarium filled with colorful fish, live plants, and a “diving dog.” Not only has it a calming effect on our patients, but it is also very entertaining for the “little ones” who accompany their older siblings to our office each month—it’s better than toys.
Gabriella Taiariol
Office of Dr. Pavel A. Sectakof
Woodbridge, Ontario CANADA
We have copies of “101 Ways...” on our reception desk for parents to take. We have received great feedback, especially from teachers.
101 WAYS TO PRAISE A CHILD
WOW • WAY TO GO • SUPER • YOU’RE SPECIAL • OUTSTANDING • EXCELLENT • GREAT • GOOD • NEAT • WELL DONE • REMARKABLE • I KNEW YOU COULD DO IT • I’M PROUD OF YOU • FANTASTIC • SUPER STAR • NICE WORK • LOOKING GOOD • YOU’RE ON TOP OF IT • BEAUTIFUL • NOW YOU’RE FLYING • YOU’RE CATCHING ON • NOW YOU’VE GOT IT • YOU’RE INCREDIBLE • BRAVO • YOU’RE FANTASTIC • HURRAY FOR YOU • YOU’RE ON TARGET • YOU’RE ON YOUR WAY • HOW NICE • HOW SMART • GOOD JOB • THAT’S INCREDIBLE • HOT DOG • DYNAMITE • YOU’RE BEAUTIFUL • YOU’RE UNIQUE • NOTHING CAN STOP YOU NOW • GOOD FOR YOU • I LIKE YOU • YOU’RE A WINNER • REMARKABLE JOB • BEAUTIFUL WORK • SPECTACULAR • YOU’RE SPECTACULAR • YOU’RE DARLING • YOU’RE PRECIOUS • GREAT DISCOVERY • YOU’VE DISCOVERED THE SECRET • YOU FIGURED IT OUT • FANTASTIC JOB • HIP, HIP HURRAY• BINGO • MAGNIFICENT • MARVELOUS • TERRIFIC • YOU’RE IMPORTANT • PHENOMENAL • YOU’RE SENSATIONAL • SUPER WORK • CREATIVE JOB • SUPER JOB • FANTASTIC JOB • EXCEPTIONAL PERFORMANCE • YOU’RE A REAL TROOPER • YOU ARE RESPONSIBLE • YOU ARE EXCITING • YOU LEARNED IT RIGHT • WHAT AN IMAGINATION • WHAT A GOOD LISTENER • YOU ARE FUN • YOU’RE GROWING UP • YOU TRIED HARD • YOU CARE • BEAUTIFUL SHARING • OUTSTANDING PERFORMANCE 8 YOU’RE A GOOD FRIEND • I TRUST YOU • YOU’RE IMPORTANT • YOU MEAN A LOT TO ME • YOU MAKE ME HAPPY • YOU BELONG • YOU’VE GOT A FRIEND • YOU MAKE ME LAUGH • YOU BRIGHTEN MY DAY • I RESPECT YOU • YOU MEAN THE WORLD TO ME • THAT’S CORRECT • YOU’RE A JOY • YOU’RE A TREASURE • YOU’RE WONDERFUL • YOU’RE PERFECT • AWESOME • A+ JOB • YOU’RE A-OK-MY BUDDY • YOU MADE MY DAY • THAT’S THE BEST • A BIG HUG • A BIG KISS • SAY I LOVE YOU! •
P.S. REMEMBER, A SMILE IS WORTH 1,000 WORDS!
Judy Hoskins
Office of Dr. Nicholas D. Barone
North Providence, Rhode IslandAt times, it is difficult to get a parent to agree to a morning appointment for their child. In an attempt to help working parents, parents with younger children, etc., we offer to walk our patients to school after their morning appointment. Three schools are nearby, which makes this possible.
Dr. Henry N. Gellert
Newtown, Conn.I have completed my first year of optometry. I made the honor roll with a G.P.A. of 3.70. I can’t tell you how exciting my year was. It was stressful and challenging all at the same time. We were finally introduced to the clinical component of optometric care - for the first time, I finally started to feel like somewhat of an optometrist. I know that the next three years will be very challenging – the second year is strictly practical exams, course work, and of course, the horrid first part of our national board exams will be offered.
With my G.P.A. standing, the Canadian Company Optiko will cover my final two years of optometric education. I am thrilled with how everything turned out, and I can’t thank you enough for allowing me to get my foot in the door. Karen, this is the greatest career choice I could have made.
Tania Kaczanowski
Toronto, ONT CANADA -
The Transformative Spirit of Travel
The Institute for Noetic Sciences says, "Travel not only broadens our horizons, it creates a new vista for our soul. It is an opportunity for transformation. The destinations we select and the people we meet open us up to new perspectives, not just to other cultures but to who we are."
I encourage young people to travel because when you let the dust and spirit of people in a foreign land mix with yours, it's hard to think of those peple as "them" or be unconcerned about their lives.
With my recent 7-week trip to Australia, Singapore and India, I have journeyed both outward and inward. I think I have changed at a fundamental level––the world itself looks and feels very different to me.
In preparation for my small role in helping to build a hospital in Southern India, at one point I traveled to Bombay to learn how a nearly-completed hospital there is using bio-medical engineers to refurbish used equipment donated from the United States. The walk from my "hotel" to the hospital brought me face-to-face with the reality of thousands of families living in cardboard shacks with no water or electricity. I was reminded of the saying, "A poor man shames us all."
And thus, I returned to Cochin in the state of Kerala (the site for the AIMS hospital) with a renewed dedication to do whatever I could do to help.
This tertiary care hospital with 1200 beds will offer free care to anyone who cannot afford treatment. And more than 2000 outpatients will be treated every day.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAWhat to get the staff for Christmas? What a chore!
Well, our doctor answered the question perfectly. He sent us to “Glamour Shots” for the morning and shopping in the afternoon! We even got spending money and lunch.
This beat the pants off the traditional “Christmas dinner”. Since we will be wearing this gift on our faces, there won’t be any returns or exchanges!
Myron Johnson
Office of Dr. John Shefferman
Washington, D.C.This past year, our office hosted several ‘“lunch meetings” for some of our referring dentists and their staff. This enabled both staffs to meet and finally place a name with a face. At every lunch, there has been positive feedback from the GP’s staff on how comfortable they are referring patients to our office now that they have met us and seen the physical surroundings. We are very proud of our staff and want to share this with the referring dentists’ offices.
During this lunch, we enact a telephone scenario that is amusing, but “Oh So True”. It has led to many spirited discussions between the two offices on what takes place in each of our offices and ways of dealing with our patients.
Sheryl Berenson, Treatment Coordinator
Office of Dr. Jeffrey Becker
Needham, MASUCCESS
Success is speaking words of praise,
In cheering other people’s ways,
In doing just the best you can,
With every talk and every plan,
It’s silence when your speech would hurt,
Politeness when your neighbor’s curt,
Its deafness when the scandal flows,
And sympathy with others woes,
It’s loyalty when duty calls,
It’s courage when disaster falls,
It’s patience when the hours are long,
It’s found in laughter and in song,
It’s in the silent time of prayer,
In happiness and in despair,
In all of life and nothing less,
We find the thing we call success.Annette Hayner, Clinical Coordinator
Office of Dr. Mark K. McAlister
Idaho Falls, IDWe give our patients a chance to thank their parents for the opportunity to have braces. When a patient is debonded, we provide them with a “Thank you” card to write their personal message to their parents.
Here are some of the cute phrases our patients have used:
“Thank you, Mom and Dad, for making me have braces, taking me to my appointments, and putting up with my complaining. Thanks to you I have a nice smile to show off!”
“Mom and Dad, I bet you never thought you’d hear this from me, thanks for the braces! I love my new smile.”
The patient writes their message on the card and then we mail it to their parents. It’s a nice way for the patients to thank their parents.
Susanne Shaw, Appointment Coordinator
Office of Dr. Mark K. McAlister
Idaho Falls, IDHummingbirds in the Tropics was a huge success. The participants (all Hummingbird clients) and their spouses gathered in Costa Rica with the Hummingbird consultants for a weekend of problem solving and sharing. The topics included electrontic treatment card, office design, overhead, staff, practice transition, lab appliances, clinical staff, marketing, new bonding adhesives, vision and mission, embezzlement, and the one step exam. Everyone agreed this was a meeting not to miss. If you qualify for this very special gathering, mark your calendar for the next meeting which is planned for February 6-10, 1997, either in TUCSON, AZ or ARUBA!
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADear Karen,
Something we’ve been doing at our office for the past four or five years is called a Systems Day. We usually pick a day that’s traditionally difficult to book (such as the first day of school) and it’s used as a training day for new staff and a review day for longer term staff. We usually assign different topics to each staff member to present at our systems day and each person does a brief rundown on how things are to be done properly. eg: Bonding lower 3-3’s, how to handle dual insurance, what’s to be done at a post treatment review appointment, etc.
These days ensure that everyone consistently follows the same routine, and information doesn’t slip through the cracks over time. New staff benefit most as it provides a concise package of information to build on, and long-term staff always pick up on things they may have forgotten. Muffins and lattes are usually a fun addition to the day!
Karen Phelan
Office of Dr. David Kennedy
Vancouver, BC CANADAOur office loves receiving The Nectar Connection. We post many of the quotes on our employee bulletin board. Here’s one I thought you might like sharing:
“Success is not what your bank account says. It’s how wonderful human beings your children are”.
Kim Vergonet
Office of Drs. T. Sperry and G. Lippincott
Aurora, ILWe certainly wish to continue receiving The Nectar Connection.
Recently we have implemented a new idea:
We have ordered coffee mugs with the word “WIRED” printed on them and filled them with candy treats. We have also attached toothbrushes to the top of the mugs. These mugs are given as a thank-you to families who have referred patients to our office.
Cindy Krueger, Practice Administrator
Office of Dr. Douglas Aaker
St. Cloud, MNOur contribution deals with inventory orders and how we facilitate ordering.
Our inventory clerk has assigned our most frequently ordered products by supply company with quantity in brackets. She runs off copies and when we order she fills in quantities necessary and sends a fax. This saves telephone time and shipping time.
I hope this helps your readers.
Dr. Pasquale Vitagliano
Brightwaters, NYIn order to save time when scheduling appointments, we use color-coded appointment cards in blue, yellow, green, and white. Blue cards are for short appointments, such as re-tying or replacing arch wires. Yellow cards are used when 15 minutes of the doctor’s time is needed, green for one-half hour, and white for one hour.
Instead of the doctor writing down or telling me how many weeks to schedule between appointments, he bends the corner of the card. A bent upper left corner is for one week, upper right is for two weeks, lower left is for three weeks, and lower right is for four weeks. In cases where you schedule five or six weeks in advance, the doctor will tear the corner instead of bending it.
Just by using the different colored cards and a quick bend of the corner, I can tell at a glance how much time is needed and when. This is a real blessing when the after-school crowd arrives. We keep all four colors of cards in a drawer in each operatory so the doctor has easy access to them.
We enjoy your publication and look forward to receiving the next issue.
Vicki Mabbitt
Office of Dr. Stuart Bisk
San Pedro, CADear Karen,
I just received your book, Essence of Nectar. I love it!
This year our office decided to have a $100.00 drawing. Any patient who hasn’t had broken brackets for the last three appointments is eligible to enter. We are finding that it is a great incentive program; all kids love money no matter what their age!
Dr. G. H. Pinsonneault
Cold Lake, Alberta
CANADAWe are giving the silicone wax packs from Intralab to our patients. Most of our adult patients have given us positive feedback. They say it is much better than the regular wax. We are not sure that it is cost effective for children, however. We will keep you up to date.
Dr. Brenda Chockley
Tulsa, OKThe answer to the last issue’s trivia question (Of the seventeen species of hummingbirds found in the United States, fifteen species are found in which state) is Arizona.
Okay, that was easy! Let’s reach a little further for this one...
Hummingbirds, whose size varies from two and one quarter inches to five inches, migrate as far as how many miles?
Suzanne Fransen, Administrative Assistant
Hummingbird Associates
Bainbridge Island, WAAs part of our commitment to ongoing education, we recently held an in-house seminar presented by Elizabeth Bednar, Executive Director and Founder of Aboutface. We felt that if our staff became more knowledgeable about the goals of Aboutface, we could in turn educate our patients.
Aboutface is a support network dedicated to providing individuals and their families with information and support. Abouface has a networking system linking people with similar concerns so they can help each other with the aid of a database system. They also produce a newsletter on an international and local level. Aboutface offers pamphlets, booklets, and resources highlighting specific information related to a variety of facial disfigurements. Aboutface believes that education is the key to understanding and acceptance toward those who look different. As a follow-up, we had Aboutface’s display set up in our reception area complete with pamphlets for our patients and their families to view.
Aboutface is a worthy and dedicated organization. It is important to let people know that facial disfigurement does not have to be a crippling social handicap. Let’s get involved and educate our staffs so that they, in turn, can educate our patients to a more socially supportive acceptance of people with facial disfigurement. For more information contact Elizabeth Bednar, Executive Director of Aboutface at (416) 944-3223.
Marlene Heics, Clinical Coordinator
Office of Drs. Paul Levin, John Kalbfleisch, Frederick Murrell
Mississauga, Ontario
CANADAAt Christmas we decorated a live tree with different dental and orthodontic items such as retainers, toothbrushes, toothpaste, flow containers, etc. This last year we also offered small pieces of candy —soft so as not to damage braces —and invited each patient, parent, and sibling to select something from the tree.
It was especially positive to see how many chose toothpaste instead of candy!
Office of Dr. David Fahrbach
Wichita, KSWhen he was old, I tried to introduce him to the Buddhist doctrine of emptiness; I thought it would ease any anxiety he might be having about the imminence of death.
“Ultimately,” I began, “you never were.”
“Maybe not,” he said, peering over the rim of his glasses,
“but I made a hell of a splash where I should have been.”
—Stephen T. Butterfield
—“Of Lineage And Love”
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAWe recently completed a very successful contest (drawing). Parents were given registration slips while follow-up appointments were being made. We received many positive responses.
Drs. Hugg and Salino-Hugg
Burlington, IAEditor’s Note: Thank you for sending a flier about the contest. It was geared toward those who drive the patients to appointments, and the three prizes were 15 gallons of gasoline.
Since we choose to keep our office small with only four treatment chairs, we find it helpful to split our bondings into two appointments. The first appointment is for bonds and separators. The second, one week later, is for bands and archwires.
It is much easier on our patients to have two one-hour appointments instead of one two to three hour appointment. Parents seem to like it, and it makes our schedule more flexible.
Linda Morlen, Clinical Coordinator
Office of Dr. William Anderson
Orlando, FLWe are fortunate to have some excellent dentists in our area. At our initial appointments, we like to compliment new patients who were referred from these dentists on their choice in dental health care providers. We tell them they are fortunate to have the dentist taking care of them or their children.
We feel this enhances the image of the dentist in the patient’s mind, as well as building our image, as the dentist has the confidence in our office to refer the patient to us. I believe this helps create an initial feeling of trust with the new patient.
Drs. George Tate and Richard Tate
Salem, VADear Karen,
Once again, I read with interest your recent Nectar Connection. We have had considerable difficulty (as I am sure many other practices have) in ensuring that our orthodontic patients return to their general dentists for regular check-ups and cleanings during their orthodontic treatment. As such, we are now in the process of devising a system to help motivate the patients to return to their dentists on a regular basis, and also to show the dentists that we are very committed to ensuring that their patients return to them.
We are designing a coupon which will be signed by the general dentist, twice, at each of their recall visits. The patient will return the signed coupon to our office in exchange for one or two movie passes.
We are intending to send this coupon with our progress review letter. I shall let you know whether this has been successful in a few month’s time.
Once again, many thanks for your excellent Nectar Connection newsletter. We look forward to receiving it on a regular basis.
Dr. Geoffrey Hall
South Caulfield, Victoria
AUSTRALIAAt the end of every month, we select one adult patient and one child patient as our Patients of the Month. These patients must excel in all aspects of treatment: keeping appointments, wearing elastics, good oral hygiene, general attitude toward treatment, and maintaining a current account.
The chosen patient’s pictures are taken and displayed in the reception area for three months. We give them a bouquet of balloons along with a $20.00 check and the following poem:
An Ode to the Patient of the Month
The Patient of the month is better than great,
they never miss an appointment date.
And that’s not all, the list goes on,
this wonderful patient brushes night, noon and dawn.
Their braces are sparkling, shiny and clean.
They’re an example to follow, if you know what I mean.
They are always cheerful and in a good mood.
When it comes to their braces, they have a great attitude.
They wear their elastics 24 hours a day,
at work, and at home, and even at play.
On a scale of one to 10, this patient is an 11.
They’re Dr. Spoto’s pride and joy, a gift sent straight from heaven!
Dr. Marshall Spoto
Tampa, FLDear Karen,
Here’s a quick clinical tip to decrease flossing time.
Have your patients tie a knot with their floss onto the floss threader. You decrease flossing time by well over 50 percent.
Dr. Kerwin Donaldson, Jr.
New Iberia, LAWe recently began using Band-Lok (Reliance Orthodontics) in place of Fuji Glass Ionomer cement. Both the staff and the patients have truly enjoyed this change. Patients report that the Band-Lok is tasteless and they don’t even ask to rinse after band cementation is complete. This has reduced chair time, especially for emergency appointments involving loose bands. The pleasant taste appears to reduce excessive salivation in most patients. This has made moisture control much easier.
Dr. Mark N. Coreil
Ville Platte, LAThis year at Christmas time in Dr. Gorman’s office we made a “Twelve Days of Christmas” agenda.
The entire staff and Dr. Gorman participated. We had a great time and enjoyed all the candy, cookies, and recipes.
Linda Howard
Office of Dr. Gorman
Wabash, INEditor’s Note: Thank you for sharing your festive holiday agenda with us.
The comment we always hear about elastic wear is that patients “forget to put them back in after lunch.” We have an idea that seems to help with their forgetfulness. We tell our patients to put their elastics around their finger during lunch and their finger will remind them to put their elastics back in.
Debbie Richardson, COA, Professional Relations Coordinator
Office of Dr. Leslie L. Lagerquist
Tomball, TXWhen taking impressions for orthodontic models, take the lower impression first.
As you fill the tray for the upper impression with the excess alginate, place it in the tongue area of the lower impression and place flat on the counter. When the alginate sets up, lift the lower impression and trim the excess alginate that is over handling the alvelor process. Your lab people will love you and it will save them time removing the excess plaster from the tongue area. This gives the study models a nice quick finish.
To help distract children while taking impressions, I place alginate in their hand and have them close their fingers while the alginate sets up. This allows them to have impressions of their own fingers. They may like to take those home for show and tell.
Primarily, it helps them concentrate on something fun while having impressions taken.
Dr. Paul A.G. Lingenbrink and Staff
Bremerton, WAThank you for sending The Nectar Connection! We appreciate the great tips.
At the initial banding appointment, we place hook, cushions (GAC) on all canine and premolar hooks. This makes it a little easier for the patient to get accustomed to the appliances. We generally remove these at the first regular appointment.
Mary Jo Calbeto, Clinical Assistant
Office of Dr. David L. McIntosh
Maitland, FLDuring the month of November and up to the week of Christmas, we had a Christmas ornament contest for our patients. The ornaments were numbered as the patients submitted them, and they helped decorate our Christmas tree in the treatment area. Around the 22nd of December, they were judged by people from outside our office. Prizes were awarded to first, second, and third place winners. The patients had a great time making them and seeing how many were brought in. Our staff enjoyed the creative and artistic ability of the patients too!
Kimberly Brooks
Office of Dr. Tracy Pack
Murfreesboro, TN"It opens the heart, soothes troubled feelings, and probes matters of the spirit. The whole magazine is like an intelligent and compassionate friend who perceptively articulates your thoughts, gives you new insights to consider. It is livelier than most magazines, not ashamed to be sometimes sentimental, often clever. The relationship between the magazine and its readers is best described as 'conversational.'"
We think these words describe The Nectar Connection. Won’t you share your issue with an orthodontic colleague so an increasing number of orthodontic practices can contribute to this special sharing of ideas?
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADear Karen,
We love the ideas from your publication.
I have recently decorated the office with posters in very simple frames with beautiful pictures including uplifting statements.
For example, a picture of a beautiful forest with the caption “Cherish Today, Yesterday is but a dream, Tomorrow a vision of hope. Look to this day for it is life.” Another example is a picture of a sunset and a lighthouse with the caption “Attitude. Keep your face to the sunshine and you cannot see the shadows.”
There are various companies from which these posters can be obtained and inexpensive frames that allow each changing. We have always had small posters on the ceiling but this is a much larger version and we have received positive feedback from our patients.
Thanks again for your inspiration.
Dr. Ronald C. Perkins
Dallas, TXInstead of putting wax onto attachments before bonding or cementing to the teeth, wipe flavored Chapstick on the patient’s disposable tray cover. With a gloved finger, you can then wipe some of the material into the tubes, etc. This adds a little flavor and does not cause cross contamination.
Dr. Leroy Vego
Granada Hills, CAThank you very much sending us The Nectar Connection. We’ve gotten several great ideas from the comments and suggestions in each issue.
Our office is dedicated to making our patients feel that they are part of our orthodontic team because they truly are. Every month we try to get the patients involved by including them in an office contest.
For December, the focus was, of course, on Christmas. We mailed to each patient, both children and adults, a Christmas greeting which also invited them to participate in a wonderful holiday contest. For each non-perishable grocery item a patient set under our office Christmas tree, his or her name was placed in a drawing for a gift certificate to a local toy store. Our practice matched these grocery donations by giving one non-perishable item for each that was brought in by patients. The food was given to local agencies for distribution to those in the community who could use it.
These promotional contests do wonders for keeping the patients and parents interested in the orthodontic office. Parents often call us to see what the current contest is so that their child won’t miss out on the fun! We also hope that the community will see just how caring our practice really is.
Thank you for your newsletter!
Deena Nielsen, Office Manager
Office of Dr. Jeffrey J. Twohig
Fond du Lac, WII recently read a quote by the great Joe Paterno which I relate to the practice of orthodontics. He said “Success without honor is an unseasoned dish; it will satisfy your hunger, but it won’t taste good”. We need to strive for success but never at any cost.
Dr. John P. Klump
Alamogordo, NMDear Karen,
We love your magazine and would like to continue receiving it.
We have an incentive program for our patients. They receive tickets for good oral hygiene, being on time for appointments, having no loose bands or brackets, wearing headgear, or bringing a non-perishable item for a needy family we are sponsoring. The tickets go in a box and are entered into a drawing for a cute watch with an orthodontic design.
Dr. J. Don Spillers Jr. and Staff
Warner Robbins, GAPlease consider our suggestion for orthodontic offices that make their own retainers and appliances. (This would also be appropriate for any laboratory procedure where you must secure a small attachment.)
We use a mini hot glue gun to secure clasps and other wires while we are applying and curing acrylic. Not only is it neat but the clean-up is quick also. It beats wax by a long shot!
Thanks for the great newsletter. We’re looking forward to our continuing subscription.
Brooke Blue, Treatment Coordinator
Office of Dr. Thomas J. Weber
Omaha, NEOur office has been using a new product called Fuji Ortho LC. This is a moisture-friendly procedure that bonds great in a wet field. This can be used with a non-etch or etch technique after pumicing. Fuji will light cure in 20 to 40 seconds with instant strength. Another plus is the fluoride release to help prevent decalcification. Fluoride toothpaste and rinses actually recharge its fluoride release capability. We’ve had a very high success rate with Fuji. Starter kits or information are available by calling (800) 323-7063.
Dr. William Tadano and Staff
Phoenix, AZWhen isolating a mandibular second molar to place a facial bracket, it can often be difficult to control saliva and block the tongue. We have found that placing a Dry-Angle lingual to the second molar with the foil side facing the tooth has worked very well. We hold the Dry-Angle under the tongue and ask the patient to “stick out their tongue and then relax.” This seems to position the Dry-Angle where it is not readily displaced by tongue movement. Usually one Dry-Angle is placed during etching and then replaced by a dry one to attach the bracket.
LaDonna Smith, Chairside Assistant
Office of Dr. Allen H. Moffitt
Murray, KYAs in all orthodontic offices we get asked the eternal question, “When are the braces coming off?” about sixty times a day. Instead of giving a specific month (or a curt, “When they’re ready.”) answer to this question, we give an estimation by season. For example, “If I had to guess, I’d say some time in the summer.” Since the seasons run every three months, this can buy us leeway time if needed and it seems to satisfy their inquiries. We then write this in the chart to document what we said if asked again.
Dr. M. Jay Terzis
Dunellen, NJThe policy in our office is “people first.” In an effort to demonstrate our appreciation for the confidence our patients and their families have placed in Village Centre Orthodontists, we hosted a patient appreciation evening at Rollerworks. This venture was greeted with such overwhelming response that we had to host a second evening in order to accommodate the majority of our enthusiastic roller bladers.
We held several drawings for prizes and served light refreshments. The doctors and staff acted as hosts and hostesses for the evening. It was a great opportunity to socialize with our patients and their families. We took photographs as a momento of the evening and have them hanging in our office. In fact, we all had so much fun that we may make it an annual event, especially since Dr. Levin and Dr. Kalbfleisch have now made an investment in their own sets of in-line wheels.
Marlene Heics RDH, Clinical Coordinator
Office of Drs. Paul C. Levin, John F. Kalbfleisch, Frederick Murrell
Mississauga, Ontario
CANADAThe Christmas holiday season is a fun time for all. At Thompson Orthodontics it is a very special time for employees. During several Christmas seasons the doctors have made arrangements for special gifts for all employees. (Can you imagine deciding what nine different women would like to receive as a gift...it could drive someone crazy!) Only one person in the office, other than the doctors, was aware of what was about to happen, and that is our Appointment Coordinator. She was given a date, and it was her responsibility to keep this date patient-free. Lavada made up a day’s schedule so that if one of the staff looked up a particular day they would see a regular day’s schedule. Keeping this schedule straight wasn’t an easy task since there were several people using the computer every day for scheduling. She was required to monitor the day frequently so patients could be moved accordingly.
During the 1994 holiday season, the doctors announced to the staff that they would be taken out to lunch for the holidays. (The restaurant was determined prior to the day.) During the course of lunch Dr. Don announced that the balance of our patients had been re-appointed and the staff was being sent on a shopping spree. Each employee was given an envelope with money in it. We were instructed that this money was to be used to purchase items we wanted for ourselves and not to be used for gifts we needed to purchase for others. Needless to say, it was a real treat! Off we went, all nine of us down the corridors of the mall, purchasing gifts for us, not others.
What a holiday gift to remember!
Thinking back, for Christmas, 1995 the staff was picked up at the office and taken by chauffeured limousine to the mall for a shopping spree! The ladies were so excited with this luxurious treatment!
Lavada Gleissner, Appointment Coordinator
Office of Dr. Don Thompson
Overland Park, KSOne thing we have been doing lately is distributing post cards to everyone at the morning meeting. Each staff member has to mail one to a patient congratulating them for good cooperation, etc. It’s an uplifting way to “catch patients doing something right”.
Scott Hamilton & staff
Topeka, KSWe always have a raffle for our patients. All month our patients put their names in a bowl. At the end of the month, we pull a name for a nice prize. For the holidays we make up a holiday basket for the parents. We pull a name on the day Santa comes to our office.
Dr. Paul Batastini
Cherry Hill, NJHalloween is a favorite time in our office. We schedule a “Trick or Treat” luncheon for the doctor and staff on a Friday afternoon prior to October 31st. The doctor provides trick or treat bags for all of the luncheon guests and picks up the tab for lunch. Each staff member brings enough “treats” for all participants. During lunch, we “trick or treat” around the table and fill our bags.
Treats have included such inexpensive items as knit gloves, socks, sachet, candles, cookies, candy, popcorn, peanuts, pocket calendars, recipes, hair accessories, nail polish, lipstick, etc.
This luncheon has become a Halloween tradition at our office. Everyone enjoys selecting and receiving the unique holiday treats.
Gayle Glenn, D.D.S., M.S.D. and staff
Dallas, TXThank you for sending us the “Nectar Connection”. We enjoy reading all the tips from other orthodontic offices very much and would like to continue receiving it! I would appreciate it if you could add the following two “tips” to a future publication.
We use “before and after” photo albums for our patients. We have two albums- one for surgical cases and one for multi-disciplinary cases (bonding, prosthetics, etc...) using eight view photos per page. We find that these albums increase patient acceptance because patients can see the finished results of people with similar cases. It also leads to increased confidence in the doctor.
One of our assistants came up with a great idea for patients with a gagging problem during impressions. She asks the patient to hold the bowl containing the impression material while she is putting the trays in the patient’s mouth. Just this little action is enough to distract the patient so that they do not gag, and they feel like they are being helpful also!
Thank you for your help and we all look forward to the next issue.
Sincerely,
Kambiz Moin, D.M.D.
Bedford, NHAt our deband appointments we have the patient write a “Thank You” note to their parents thanking them for helping to achieve their dream of having a perfect smile!
At Halloween, our staff and doctors take toothbrushes home and we pass them out for beggars’ night.
Dr.’s Pope & Mayerson
Englewood, OHOn the Wednesday before Thanksgiving our office provided bagels, muffins, coffee and juice to all of our wonderful patients and parents. We felt that this was our way of saying “thanks” to those that made our practice possible.
In addition, our office provides a special treat for several holidays throughout the year.
Carol Bronsdon, R.D.H.
The office of Dr. Jackie Berkowitz
Columbus, OHFRONT PAGE!!
Upon reflection of my letter in a recent issue of The Nectar Connection, perhaps I was in error in using the term “kickback” in reference to the relationship between the AAO and Ortholine financing group. Perhaps, “royalty” would have been a better choice of words. However, my letter did reveal my sentiments about the relationship between our association and Ortholine.
Dr. Boyd Whitlock
Springdale, AZThis space is usually reserved for my message. However, because of my commitment to selfless service and the significance of an article on this topic by Rachel Naomi Remen that appeared recently in Noetic Sciences Review, I have opted to share excerpts of Naomi's thought-provoking article with you.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAIn the Service of Life
"In recent years the question, "How can I help?" has become meaningful to many people. But perhaps there is a deeper question we might consider. Perhaps the real question is not, "How can I help?" but "How can I serve?"
"Serving is different from helping. Helping is based on inequality; it is not a relationship between equals. When you help, you use your own strength to help those of lesser strength. If I'm attentive to what's going on inside of me when I'm helping, I find that I'm always helping someone who's not as strong as I am, who is needier than I am. People feel this inequality. When we help, we may inadvertently take away from people more than we could ever give them; we may diminish their self-esteem, their sense of worth, integrity and wholeness...Service is a relationship between equals.
“Helping incurs debt. When you help someone, they owe you one. But serving, like healing, is mutual. There is no debt. When I help, I have a feeling of satisfaction. When I serve, I have a feeling of gratitude. These are very different things.
"Serving is also different from fixing. When I fix a person, I perceive them as broken, and their brokenness requires me to act. When I fix, I do not see the wholeness in the other person or trust the integrity of the life in them. When I serve, I see and trust that wholeness. It is what I am responding to and collaborating with.
"...Fixing is a form of judgment. All judgment creates distance, a disconnection, an experience of difference...We cannot serve at a distance. We can only serve that to which we are profoundly connected, that which we are willing to touch...
"I think I would go so far as to say that fixing and helping may often be the work of the ego, and service the work of the soul. They may look similar if you're watching from the outside, but the inner experience is different. The outcome is often different, too.
"Over time, fixing and helping are draining, depleting. Over time we burn out. Service is renewing. When we serve, our work itself will sustain us."
Rachel Naomi Remen
Noetic Sciences Review, Spring 1996
Membership in the Institute of Noetic Sciences $35-$99
PO Box 909, Sausalito, CA 94966-0909We require an initial payment to be made when the separators are placed and then present a contract and payment book to the patient. We then let the patient skip one month before the regular monthly payment begins. Patients appreciate being able to have that month to “catch up.” In addition, we show our patients a set of model teeth that already have separators placed and explain where we placed them and why.
The office of Dr. Gary J. Dilley
Cary, NCI have enjoyed reading The Nectar Connection.
This past Christmas my office sent each referring dentist in the area one gross of Christmas toothbrushes. These were inexpensive brushes, but of very good quality. They were green with red bristles, red with green bristles, etc. They were sent early in December so the dentist could pass them out to their patients, especially kids.
I received a tremendous response from the dentists on how much the kids enjoyed them. One dentist passed them out at a local health fair; this was a good public relations event for his office. I intend to do this again on July 4th for Independence Day.
Another nice thing about this is the toothbrushes, sold by Class One Orthodontics of Lubbock, TX, are made by a non-profit organization utilizing handicapped workers. Therefore, purchasing these toothbrushes also helps a worthy cause.
Dr. Michael J. Guevara
Slidell, LAGOOD BUSINESS
If I possessed a shop or store
I’d drive the grouches off my floor!
I’d never let some gloomy guy
offend the folks who came to buy;
I’d never keep a boy or clerk
with a mental toothache at his work;
Nor let a man who draws my pay
drive customers of mine away.I’d treat the man who takes my time
and spends a nickel or a dime,
with courtesy and make him feel
that I was pleased to close the deal;
because tomorrow, who can tell?He may want what I have to sell;
and in that case then glad he’ll be
to spend his dollars all with me.The reason people pass one door
to patronize another store,
is not because the busier place
has better skills or gloves or lace
or special prices, but it lies
in special words and smiling eyes.
The only difference I believe
is in the treatment folks receiveTerese Carroll
Office of Dr. John H. Coker, Jr.
Stafford, VAThis year, for two months prior to Christmas, we took Polaroid pictures of our patients with reindeer antlers on their heads. On one large wall, in the waiting room, we outlined a Christmas tree with artificial greenery and Christmas lights. Then, inside the tree, we thumb-tacked the pictures of the patients. All enjoyed looking at our Christmas wall!! We left the pictures up until February with a sign inviting the patients or parents to take the pictures home with them...and they did!!
Carol Heath
Office of Dr. Peter F. Bayer
Fort Walton Beach, FLAs you know, retention is a main part of orthodontics. In our office, we recommend Essix retainers to our patients, and feel they are more comfortable than the Hawley retainers.
The Essix retainers are made by our assistants who take the impressions with polyvinylsiloxan material. They are poured up and trimmed. We then fabricate the Essix material over the patients’ models for a smooth, accurate fit. The retainers are cut down from cuspid to cuspid and nicely buffed with the rag wheel. We give each patient two sets of both the upper and the lower, in case one is misplaced.
There are two types of materials the retainers are made of, type A and type B. Each patient is given a set of each type. Type A is more transparent than type B, which is more abrasion resistant.
Essix retainers are form fitting, and we have had great results from using them. These retainers are definitely beneficial to have in your office.
Diane M. Rackliffe
Office of Dr. Richard Sutter
Tigard, ORBecause we all realize the importance of time in our offices and are endeavoring to reduce the number of visits per patient, we need to reduce the number of emergency visits. We started this list of potential types of emergencies. At the emergency appointment, indicate on the sheet the type of emergency and the assistant who worked with the patient on the previous appointment as well as at the emergency appointment. The staff regularly review this information. You will learn what areas may need additional training, and which assistants may benefit from additional training on certain procedures.
Dr. Terry L. Daugherty
Carrollton, TXHave you have ever had a problem with Carpal Tunnel Syndrome? Our office has found by using a glove called Handeze Therapeutic and Energizing Support Gloves, our wrists and hands do not feel as fatigued. They also help with Continuous Motion Syndrome, stress related injuries, poor circulation, hand fatigue, tendonitis, and arthritis.
You can order these gloves through Practicon, Inc. at 1-800-959-9505. The item number is 70-13110.
Robin Moss
Office of Drs. Daft & Stamos
Sacramento, CAPractice Tip:
Our office has implemented an 8mm camcorder into our new patient consultation. We record the new patient’s smile, then use cheek retractors to gain a better view of their occlusion. The patient’s occlusion is recorded from left to right - we use a video printer to create “still photos” of the new patient smiling and their occlusion. This is sent to the patient after the exam with a brief welcome message.
Stacy Campbell
Office of Dr. R. Wayne Thompson
Shawnee, KSOur office has had two wonderful events recently. One to thank our patients, and one for our referring dentists.
We rented out a large roller-skating rink for two hours and invited all of our patients. They could each bring a friend and both admissions were no charge. We also threw in free skate rental and a ticket for a hot dog and drink. The event was run by the rink just like a regular session, but only for us. We had over 450 skaters, plus lots of parents watching. A good time was had by all!
For our referring dentists, I put on an all-day seminar. This was done in conjunction with a local periodontist, which cut costs and worked out quite well. We brought Jim and Naomi Rhode for the day, and they put on a great seminar. Each referring office was invited, gratis, and could bring their entire staff. There are many excellent practice management lecturers out there which most staff never get to hear. Therefore, this becomes a very sought-after invitation. The dentists and their staffs were most appreciative, and this type of event can only bring about more referrals.
Dr. John D. Marx
Madison Heights, MIWe give out wooden nickels for being on time, good oral hygiene, nothing loose or broken, and wearing of removable appliances. We also give out a bonus nickel if a patient wears our T-shirt to an appointment. Since we started this, we have noticed an increase in “Brace Place” T-shirts being worn.
Dr. George Sargiss & Staff
Freehold, NJThe Psychiatric Hotline Voice Mail Service
If you are obsessive-compulsive, please
press 1 repeatedly.
If you are codependent, please ask
someone to press 2 for you.
If you have multiple personalities, please
press 3, 4, 5, and 6.
If you are paranoid-delusional, we know
who you are and what you want. Just stay
on the line, so we can trace the call.
If you are schizophrenic, listen carefully
and a little voice will tell you which
number to press.
And if you are manic-depressive, it doesn’t
matter which number you press. No one
will answer.Anonymous
A time saver for our office is to have a spreadsheet program made up to quickly give different payment options to our patients. With a little effort, you can make a worksheet so you can enter information to provide different mathematical payment options. The program is set to give various monthly payments based on the initial payment made (one option is 50% initial payment) . Based on the number of payment months, the program will show what the initial payment should be and calculate the monthly payment.
The time saver is you can have several payment options, discounts, additional fees, etc. programmed into the equations, and with just one or two entries, you will have several payment options to offer the patient. I have set this program up on Lotus and Microsoft Excel with little difficulty.
Dr. Thomas O. Burns
Lafayette, INI DO NOT CHOOSE TO BE A COMMON PERSON
It is my right to be uncommon
.... if I can.
• I seek opportunity ....
not security. I do not wish to be a
kept citizen, humbled and dulled by
having the state look after me. I want to
take the calculated risk; to dream and to
build, to fail and to succeed
• I refuse to barter
incentive for a dole, I prefer the challenges of
life to the guaranteed existence; the thrill of
fulfillment to the stale calm of utopia• I will not
trade freedom for beneficence nor my dignity
for a handout. I will never cower before any
master nor bend to any threat.
It is my heritage to stand erect, proud and
unafraid; to think and act for myself;
enjoy the benefits of my creations
and to face the world boldly and
say, this I have done• All this is what
it means to be an American.Author Unknown
Dr. Howard H. Jan
Piedmont, CAOne of the best sources for part-time employees is local colleges. In the past two years, I have had two very effective and efficient women employed. One has been with me for over two years and the other started in September. She replaced an employee that had been with me for 12 months and was enrolled in the Hygiene Program at Foothill College. Julie was a valued employee who was also a marathon runner representing Reebok Company. Leneke replaced her, and is in the primary stages of being accepted to a Hygiene program locally.
These women job share, work half-day schedules, and manage the entire office alone. Meaning they handle the receptionist and secretarial duties, the assisting, as well as all sterilization procedures. The excellence and quality for each patient are a result of scheduling and the fact that I do most of the treatment procedures and communications for each patient. This has created a friendly and stable environment for me and the patients. Our commitment to ultimate orthodontic care results from progressive improvements in our organization using the KISS principle, reducing bad habits and being totally accountable to each other and the patients. To date, we have been able to avoid reliance on any managed care program or insurance program.
Dr. Stanley K.M. Hew
Palo Alto, CASo many of us interact with children in our practices and in our homes. I sometimes (with all life’s’ stresses) forget how to be a healthy person (co-worker, family member). Reading this passage often helps me to put it all back into perspective and priority:
10 TRAITS OF HEALTHY FAMILIES
1. They display irrational agape love lavishly - commitment to the health and welfare of each other
2. They communicate with truth & grace - open, vulnerable, safe, trusting.
3. They affirm the value and uniqueness of each family member, unconditionally.
4. Each member vows never to consciously abuse, shame, control, or intimidate another.
5. They share a positive spiritual foundation - common source of love, grace and forgiveness.
6. They teach respect for others - regardless of race, religion, whatever; “You will never look into the eyes of a human being that isn’t important to God.”
7. They teach and instill a sense of responsibility - moral values, working together, giving as well as taking, sharing.
8. They play together, have fun together.
9. They celebrate meaningful rituals and traditions - giving a sense of security, constancy.
10.They seek help when they come to an impasse - are honest when things are not right.Wouldn’t relationships be a whole lot more positive were we all to be more mindful of these traits and do our best to practice them in our daily lives? The world would be a happier place! Many blessings to all,
Kelly Butler
Office of Dr. Kenneth Holman
Redwood City, CAThe Nectar Connection makes a wonderful contribution to our office, and I suspect, to the entire orthodontic profession. Here’s how we use it:
The issue is circulated to all doctors and staff members who initial each entry that they believe should be implemented in our practice. After each staff member has reviewed it, we schedule a staff meeting to discuss each item that has been checked. The discussion is invariably stimulating and valuable, even if the decision is made not to implement. Sometimes we authorize one of our branch offices to test an idea and report back on the outcome after a few months.
It is fascinating that, after over thirty years, our practice continues to evolve, constantly changing to make the experience of coming to our office a positive event for staff, patients, and their families. Thank you for what you do to help provide a road map for our journey.
Dr. Robert M. Rubin
Norfolk, VADedicated to all the women in the rewarding profession of orthodontics.
Imagine A Woman
Imagine a woman who believes it is beneficial she is a woman.
A woman who honors her experience and tells her stories.
Who refuses to carry the sins of others within her body and lifeImagine a woman who believes she is good.
A woman who trusts and respects herself.
Who listens to her needs and desires, and meets them with tenderness and grace.Imagine a woman who has acknowledged the past’s influence on the present.
A woman who has walked through her past.
Who has healed into the present.Imagine a woman who authors her own life.
A woman who exerts, initiates, and moves on her own behalf.
Who refuses to surrender except to her truest self and to her wisest voice.Imagine a woman who names her own gods.
A woman who imagines the divine in her image and likeness.
Who designs her own spirituality and allows it to inform her daily life.Imagine a woman in love with her own body.
A woman who believes her body is enough, just as it is.
Who celebrates her body and its rhythms and cycles as an exquisite resource.Imagine a woman who honors the face of the Goddess in her changing face.
A woman who celebrates the accumulation of her years and wisdom.
Who refuses to use precious energy disguising the changes in her body & life.Imagine a woman who values the women in her life.
A woman who sits in circles of women.
Who is reminded of the truth about herself when she forgets.Image yourself as this woman.
Author, Patricia Lynn Reilly
A God Who Looks Like Me
To order the book, cards, or posters, call (510) 524-3479
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAOur office sponsors a “Parent Appreciation Contest” each year. We ask our young patients to submit a short essay explaining why they appreciate their parents and why they should win our contest. We judge the essays and award the winning parents a night out on the town complete with limousine transportation. Second place winning parents get a gift certificate to a nice restaurant, and third place gets a gift certificate to a “Chili’s” or “Bennigan’s” type restaurant. The prizes awarded can vary depending on the amount of money you want to spend. We do so many contests for the kids throughout the year, but thought this would be a great way to honor the parents in our practice. Parents make so many sacrifices to put their children through orthodontic treatment - all they way from their time running to and from appointments to adjusting the monthly budget to accommodate the orthodontic payment. We were quite touched by the things the kids wrote.
Marilyn Van Horn
Office of Dr. R.A. McFarland
Lewisville/Flower Mound, TXDr. Holman had a great idea! When confirming new patients, ask to talk to the child as well as the parent. Introduce yourself, and let them know it’s you they’ll be meeting and ask if they have any questions before they come in. Let them know you look forward to meeting them. The kids and parents seem surprised by this. I think it really makes a difference come exam day.
Kelly Butler, Treatment Coordinator
Office of Dr. Kenneth Holman
Redwood City, CAThere is no better way to increase the confidence of your referring dentists than to show them your results. We do this by having one of our staff members mount the photographs of our results (before & after) on an 81/2 X 11 cardboard frame. We then make two color photocopies, one for the patient and one for their dentist.
Dr. Greg Jorgensen
Rio Rancho, NMOn bad weather days (snow/ice), when we have many cancellations, we call long appointments for the next day (bandings, debonds) to see if they want to come in on the snow day. Many people will - they’re happy to come when the kids have a snow day from school. This opens appointments the next day for the snow day cancellations. It helps to prevent schedule disasters!
Dr. Philip J. Tighe & Staff
Allentown, PAHere are thoughts from a book I received for Christmas that should get the year off to a good start with our staff and patients:
1. He who forgives, ends the quarrel.
2. Diplomacy is the art of letting someone else get your way.
3. A pint of example is worth a gallon of advice.
4. Children need models more than critics!Dr. David C. Adams
San Diego, CADental offices are as vulnerable to embezzlement as other business enterprise. Although we who work together closely need to trust each other, taking basic precautions does not show distrust. For example, except for the doctor himself/herself, a different person should always reconcile bank statements than whoever prepares checks, and bank deposits should be reconciled regularly to accounts receivable. Your accountant will be pleased to provide other risk management suggestions.
Jim Madison
Attorney
San Francisco, CATHE QUITTER
A quitter never wins. A WINNER never quits!
When you’re lost in the Wild, and you’re scared as a child,
And Death looks you bang in the eye,
And you’re sore as a boil, it’s according to Hoyle
To cock your revolver and . . . die.
But the Code of a Man says: “Fight all you can,”
And self-dissolution is barred.
In hunger and woe, oh, it’s easy to blow . . .
It’s the hell-served-for-breakfast that’s hard.“You’re sick of the game!” Well, now, that’s a shame.
You’re young and you’re brave and you’re bright.
“You’ve had a raw deal!” I know — but don’t squeal,
Buck up, do your damnedest, and fight.
It’s the plugging away that will win you the day,
So don’t be a piker, old pard!
Just draw on your grit; it’s so easy to quit:
It’s the keeping-your-chin-up that’s hard.It’s easy to cry that you’re beaten — and die;
It’s easy to crawfish and crawl;
But to fight and to fight when hope’s out of sight —
Why, that’s the best game of them all!
And though you come out of each grueling bout,
All broken and beaten and scarred,
Just have one more try — it’s dead easy to die,
It’s the keeping-on-living that’s hard.written by Robert Service
submitted by Dr. Taylor T. Hicks, Jr.
Prescott, AZAs we have become more aware of our need to improve the “service” aspect of our practice, we have committed to the idea of a personal doctor-to-parent communication whenever possible. We titled these visits a “Walk Out.” We created a bright green stamp which we use to mark these occasions on the patient record. Now a quick glance at the chart provides us instant feedback on how often we are doing a direct communication. We have recently gone from “Walk Out” to “Walk Back.” We now bring our parent to the chair at the end of the appointment. If the doctor is busy at another chair, a wave and a smile is often sufficient. The chairside delivers the information and the parent is assured that the doctor is “on the job.”
Dr. David Skersick
San Juan Capistrano, CADrinking From A Saucer
I’ve never made a fortune
And it’s probably too late now.
But I don’t worry about that much.
I’m happy anyhow.
As I go along life’s journey
I’m reaping better than I sowed.
I’m drinking from my saucer
Cause my cup has overflowed.Ain’t got a lot of riches,
Sometimes the goings rough.
But I got a kid that loves me.
That makes me rich enough.
I just thank God for His blessings,
And the mercy He has bestowed.
I’m drinking from my saucer
Cause my cup has overflowed.And I remember times when things went wrong
And my faith got a little thin.
But then all at once the dark clouds broke
And the old sun broke through again.
So Lord, help me not to gripe
About the tough rows I have hoed.
I’m drinking from my saucer
Cause my cup has overflowed.And if God gives me the strength and courage
When the way gets steep and rough.
I won’t ask for other blessings.
I’m already blessed enough.
And may I never be too busy
To help another bear his load.
Then I’ll keep drinking from my saucer
Cause my cup has overflowed.Author unknown
Pat Lisetski
Office of Dr. Philip Tighe
Allentown, PAWe are inviting our referring general dentist practitioners to an in-office seminar which is held on one night per month. The seminar usually lasts for one hour, and then we have light food and refreshments. The way we run this seminar is that we have five round robin tables, and we break up into groups of four or five at each area and one of our staff goes through this area with them. At this point, the areas that we have been concentrating on are:
1. The Orthotrac Office Management System.
2. The Interactive Communications CD ROM System.
3. Our Dentofacial Planner Cephalometric systems and video imaging.
4. A series of 30 cases with before and after models and records.
5. All our communications material that we send out to our patients.
6. Interesting things in the clinical area — our Drifield bonding system, our thermal activated Nitinol wires, traction hooks, automatic alginators, etc.
7. Our laboratory area, showing indirect bonding techniques, Essix retainers (divoted and non-divoted) and our new design of the Hawley wraparound retainer and our lower bonded lingual retainer.We have found these in-office seminars to be exceptionally rewarding. They obviously promote our practice with regards to expertise as well as good customer service and communication. I can honestly say that we have now had 80 general dentists at our seminars, and all of them have been very impressed with what they have seen. I recommend this type of seminar to all your readers.
Dr. Geoffrey Hall
AUSTRALIAI was grateful to receive your postcard indicating our subscription to The Nectar Connection is in jeopardy. I cannot express the extent to which we enjoy your publication and rely on the wisdom and experience that is shared by our fellow professionals.
To find happiness, it is essential to look at the things in your life that are positive. Every day, I spend five minutes thanking God for the blessings of my life. At times, it is hard to see what is good. However, we all have at least one thing we can be thankful for, even if it’s just for letting us get out of bed. You will be surprised to find how this technique will be transposed in your everyday life, in almost every situation.
Wendy Askins, Treatment Counselor
Office of Dr. Mark Kurchak
Houston, TXI would like to thank you all at Hummingbird Associates for the wonderful ideas you make available to us. After reading your October 1995 issue, we have decided to implement a retainer insurance policy in our office. I had the pleasure of speaking with Jane Finkelstein, Treatment Coordinator for Dr. A. Joel Gluck. Together we came up with some real good ideas. We are now planning to draw up a yearly contract done the day of deband. The first set is part of treatment, the second set is free and after that, a deductible is applied. We are fortunate to have an in-house lab, and our lab lady had some wonderful input.
Also, we have three Units for General Dentistry that date back to the mid 40’s. They are Trident Model B made by Ritter. If anyone can use these, or knows any purpose they can serve, we would like to donate them. We also have a lot of old banding pliers, used when we banded entire cases. If anyone has an idea for these things, please contact us at 303-388-6489 and ask for Sandy.
Sandra Stroh
Office of Dr. G. Fred Siersma
Denver, COIn order to increase communications within our office, we hold a monthly staff meeting. The first Friday morning of every month is set aside for just that. The first hour is for Administrative staff, then the next two hours are for all staff members. During this time, we discuss everything from contest ideas to special patient needs.
Christine Walsh
Office of Dr. Frank R. Egan
East Patchogue, NYAfter an employee has become “full-time” in our office, Dr. Black presents them with a new wristwatch which has our logo on the watch face. It has become very popular and always invites questions about where we work. We all love to wear them.
The Clinical Coordinator in our office has stashed away small gifts to give out when an assistant or other staff member really goes beyond the call of duty, helping with a patient, or fellow team members. The gifts are inexpensive and are awarded at the next staff meeting, or during our morning huddle. We want our team to know right away that their efforts did not go un-noticed, and they are appreciated.
Thank you for the opportunity to “connect” with other offices all around the country. We love reading and sharing the ideas.
Kaye Allen
Office of Dr. B. Keith Black
Asheville, NCTo welcome new patients and their families to our office, an “Initial Appointment” packet is sent to their home about a week or two beforehand. This packet includes several pamphlets that would pertain to their individual situation (such as a very young patient or an adult patient), an appointment card with the time and date of their visit, a letter introducing Dr. Wirtz that describes his background, a letter from the receptionist welcoming them to the office, and a comprehensive medical and dental history sheet that they are asked to bring to their Initial Exam Appointment.
After our patients’ “debond” appointments, they are sent a card from Dr. Wirtz and the staff congratulating them. We also send a letter to their current dentist explaining that the braces have been removed and what is being done next. Usually, the next step involves positioner wear (with which we have great success) or sometimes directly into a retainer.
One of the ways we keep staff morale up is by having an ice-skating party a few days before Christmas. A local arena is rented for several hours. The staff and their families are all invited. Snacks, hot chocolate, and cameras are brought. We all have a great time and work off the stresses of a busy holiday season both at home and the office.
Debbie Beltz
Office of Dr. Robert Wirtz
Oak Forest, ILWe are interested in starting a newsletter for our patients. We are looking for input on how to start the process, how educational material is chosen and/or presented, what is the process to get photos printed (black or color), do we mail? and any other helpful information. If possible, please share a copy of your newsletter to help us. Feel free to write or call our office.
Dr. Glen Armstrong
428 West Third Avenue #4
Moscow, ID 83843
208-885-9487Here’s a practice tip! We offer our office as a field trip experience for small groups of local junior high students. The orthodontic office is an excellent example of the use of linked PC computers in a real-world situation. A staff member guides the students in a planned demonstration of computer use and function. Approval is gained from administration first, then the instructor.
Dr. Alan D. Willis
Mount Vernon, ILWe use a glass ionomer cement for band cementation and used to wait for the cement to set to a tacky stage before removing it with a scaler. Now, as soon as the band is seated, and while the cement is still runny, we use a cheap disposable toothbrush (approximately six cents) to quickly brush the cement from the occlusal surface and gingival margin. We then use the air syringe to blow any cement away from the buccal tubes. Using this technique, we have all cement cleaned up within seconds after the last band is seated which saves several minutes of chair time at each cementation.
Dr. Warren T. Johnson
Murfreesboro, TNIn our office, we have patients with thumb habits. We have a reward system to help them stop. Take tube socks and safely pin to pajamas. If they can go one week without habit, they get a small prize of their choice. If they go two weeks without habit, they get a bigger prize of their choice. If after three weeks, no habit, chances are they’ve kicked the habit!! They get a big grand prize of their choice.
Dr. Kirk J. Nielson
Aurora, COWe take a picture of our new patients and add their faces to our bulletin board, “Smiles of Our Stars.” We have a collage of all our patients. The kids and their parents enjoy looking for familiar faces on our board and enjoy seeing their own picture on it.
Susan Flanagan, Marketing Coordinator
Office of Dr. Tom Flanagan
Chattanooga, TNWe hold a contest called “Referral-O-Thon.” When patients refer others, they are entered into the drawing. Prizes are given every three months. Last contest prize was a Sony Walkman. This time it is a 13” color television. Next time it will be a compact disc player. This contest works extremely well.
For people who are skeptical, this message is from Dr. Tahir -
One Walkman = $75.00 = 12 patient referrals, 5 started
One 13” color television = $140.00 = 16 patient referrals, 6 started so far and the contest still has one more month to go.
Let’s not get lost in the forest and give “cheap” gifts!
Debbie Dutton
Office of Dr. Ejaz Tahir
North Riverside, ILOur office recently started participating in a program started by our school district to help raise funds for items lost by recent budget cuts. Our office has adopted a 4th grade class in our local grade school. For a contribution of $500.00, the school places our offices names on a plaque over the school room door, displays our business cards and office brochures in the school entry and prints an ad for our office in their monthly newsletter.
This program has been very successful for our office. We have gained several new patients and have a feeling of pride by helping our schools. We also were featured in a news article in our local newspaper. We are trying to convince a couple of other grade schools to start similar programs.
Dr. Donald A. Griffith
Clackamas, OROver the years, we have tried many practice building techniques, staff management ideas and patient pleasers as are presented in your wonderfully informative publication, The Nectar Connection. Some work great while others just aren’t for us. We do, however, enjoy reading about them all.
Something that we believe all our patients appreciate is a “comfort call” from our doctor on the evening of the bonding appointment or after any appointment which was stressful to the patient. He asks to speak directly to the patient and asks a few caring questions. If the patient is a child, the parent usually gets a chance to talk as well. It is amazing how positive a seemingly simple task is received. The patient feels special and the feedback from the parents is great. Another plus is that our doctor reinforces what was discussed at the banding appointment to make sure everyone understands the goal toward which they are striving.
Mendy Mayfield, Wife and Office Manager
Dr. Samuel B. Mayfield
Pascagoula, MSOur office believes in keeping our patients and their families well informed by using a bulletin board. Each month of the year, our theme changes. We feel that this ensures that it is read. We post patient’s birthdays, news about our office, community events, sporting events our patients are involved in , births of siblings, etc. We also include a list of patients beginning their orthodontic treatment and those who are fortunate enough to have their braces removed. We have had many compliments about our bulletin boards.
Grabriella Taiariol, Office Manager
Office of Dr. Pavel A. Sectakof
Woodbridge, Ontario
CANADAThank you for including us in The Nectar Connection. We have learned and used so many “pearls.” It is great to have such a communication tool amongst practitioners.
We would like to share one of our “patient fuzzies;” on Valentine’s Day, we have long stem roses throughout the office to give each patient and parent following their appointments on February 14th. Each rose has a personalized message from Dr. McNeal and staff. This has been a great success for patient referrals.
Dr. Kimberly J. McNeal and Staff
Atlanta, GAWe often put catalogs of local colleges and universities in our reception rooms for patients, their families, and their friends. Often, members of our team take advantage of these convenient classes
Team of Dr. Al Landucci
San Mateo, CAA SURVIVOR
SURVIVING involves attitude
A SURVIVOR
*refuses to give up.
*clings to a strong sense of hope
*believes life continues to hold deep meaningA SURVIVOR remains open to
*positive alternatives
*fresh options
*new prospects for the futureA SURVIVOR
*honors life
*goes on loving
*offers unconditional love
*goes on living fully despite setbacks and discouragementA SURVIVOR
*stays open to new possibilities
*preserves a healthy attitude
*never loses hopeIT IS A BLESSING TO BE A SURVIVOR.
A SURVIVOR IS A ROLE MODEL FOR US
written by Malcom Boyd, Modern Maturity Magazine
Dr. Francis Miranda
Dallas, TXWe have been doing what we call “Secret Pals” in our office. Every four months, we put our names in a hat (including the doctor) and we each draw a name. We keep that person’s name for four months and we become their “Secret Pal.” We have a set limit of how much money we spend on that person over the four months and at the end of those four months, we go to lunch together and reveal who our secret pal was and then draw a new name for the next four months. We have been having a lot of fun with this encourage other offices to try it. It can brighten your day and make you smile when you think it’s absolutely physically impossible. We can also leave our secret pal notes, cards, poems, etc. I wanted to share a poem that was left for our doctor from his secret pal:
There are lots of different things that you deal with every day,
Brackets come off, kids get sick, and there is even tooth decay.
There are patients who’ve eaten garlic and complain that you have too,
Then there’s some who don’t pay their bill, Oh, what’s an orthodontist to do?
Well, just look on the bright side, Spring is less than two months away,
Then you can escape to Kentucky and there on the lake you can stay!
We hope some of you out there will try secret pal-ing — it’s really a lot of fun. We’re looking forward to the next issue of The Nectar Connection!! Keep ‘em coming!!
Tina Bowling and her Secret Pals
Office of Dr. Jerry Hickman
Indianapolis, INFor clean, disposable, “one size fits all” covers for panoramic x-ray bite guides and cephalometric x-ray ear rods, use the latex fingers cut from unused latex exam gloves. They stretch nicely over irregular surfaces, are easily removed, and are disposable.
Rhianna Shaltry
Office of Dr. Dana Shaltry
Port Angeles, WAWhile at the Denver T.C. meeting this past fall, we described a unique newspaper ad we had created to entice “just the right person” to join our staff. We intended to run the ad for a full week, but had to pull it after just three days as we had received 71 responses:
“Thinking about energizing your career? Give some thought to joining Dr. Walker’s busy, team-centered orthodontic office. We have a position open for a self-directed, people-oriented receptionist/secretary with leadership skills. 40-hour week (maybe you’ll get a lunch break), benefits, WONDERFULL BOSS (hmmmmmmmmmm...) and fantastic co-workers! For a superior person who wants a fulfilling future in a task-expanding, progressive environment (with a high probability of becoming inundated), call Linda at 235-7476 weekdays between 8 AM and 5 PM.”
We did an original phone screening by asking the caller, “You read the whole ad, knew what ‘inundated’ meant and called us anyway?” At the first interview, our second screening, included a general math, composition, spelling, and common sense test. The second interview was with the Doctor. It was a time-consuming process, but we ended up with seven top-quality candidates — and wishing we had more openings to employ them all!
We thoroughly enjoy your magazine! We have gotten many wonderful, practice-building ideas from the articles. Thank you so much for including us on your mailing list.
Linda Ellefson, Business Manager
Office of Dr. George Walker
Freeport, ILHere’s a great idea for Christmas gifts to referring offices. Plastic decorative baskets filled with individually wrapped packages of dried fruit (peaches, pears, apricots, etc.), nuts, and yogurt or chocolate covered raisins. All of this is done up in red plastic and a nice bow. I deliver these myself, dressed in Christmas colors. We get a great thank you for the healthy treats and they can last 2-3 weeks.
Dr. Ken Greenbaum
Salem, ORPatients who are chronically 10-15 minutes late are scheduled 10-15 minutes before the actual appointment to maintain a smooth flow of Doctor time scheduling. This is coded by a 10 or 15 on the top of the treatment card to alert the scheduler to give the patient an 8:30 a.m. visit time when they are expected at 8:40 a.m. IT WORKS.
Dr. David B. Kennedy
Vancouver, BC
CANADAFor our younger patients in Phase I treatment, we offered to duplicate their initial models for the month of February. This being Children’s Dental Health month, they had a great show-and-tell item, and their classmates all saw how much straighter their teeth are!
Dr. Paul N. Romanelli
Jamesville, WIHave you every accidentally loosened a bracket or band during a patient appointment - causing a longer appointment or the need to re-schedule for repair? We have — OOPS — We keep a supply of Baskin & Robbins ice cream gift certificates on hand as an “I’m Sorry.”
The Office Team of Dr. Richard D. Christensen
Yakima, WAWe have developed a plan to encourage and reward ideas that help our office, patients, and employees. We offer dinner for two when an employee wins for their idea. Ideas fall into three categories: Saves Money, In-House, and Public Relations. The idea is filled out on a form with date, name, idea, and how to use and put the plan into effect. Then it is read aloud (without the person’s name), so the vote is for the idea, not the person. We vote quarterly on the best idea category. To make it more fun, we purchased an applause meter to use instead of voting.
Dr. James Kaley and Team
Greensboro, NCWe continue to love getting your newsletter and just can’t wait to read all the new information. I can’t tell you how many ideas we’ve implemented in our office from the great ideas in The Nectar Connection and just want to say, “Thank You!” We recently bought some all-occasion cards, and each staff member is in charge of mailing one out to any patient from our practice just to say “hi” and how things are going with them. Kids love to get mail, so this has been a great hit!
Maria Watts, Clinical Coordinator
Office of Dr. David G. Sabott
Boulder, CORecently we invited a group of Tiger Scouts to tour our office. Tiger Scouts, pre-club scouts, are six to seven years of age. We arranged for the tour to take place when we were not seeing patients, thereby allowing the boys to see and touch more than they would otherwise have been able to. They were shown before and after models, mixed alginate and were allowed to put some of their fingers to set. They saw the entire office including inside of the drawers at the assistant stations and all the tools of the trade. They experienced the movement of the treatment chairs, and saw the high, low speeds and the water syringe up close. I showed them the sterilization, a pan, ceph and dark room. Also, the boys were shown what the imaging systems is all about.
Before the tour began, I wondered what one could do to possibly keep the attention of this age group. To my delight, not only were the boys intrigued and curious about everything, but the two parents that accompanied them were equally impressed. When you think about it, how often does a youngster have the opportunity to explore the inside of a medical facility in a fun, yet educational way.
AND what a great marketing tool!! Upon leaving, the scouts were given the AAO pamphlet “Good Beginnings,” crooked pens (with Dr. Starr’s name on them) and “Tin Grin Is In” stickers. The adults who accompanied them were also given Dr. Starr coffee mugs. The scouts and adults, I’m confident, will share the experience with family and friends — potential patients.
Margie Pessin, Treatment Coordinator
Office of Dr. Stanley Starr
Medfield, MAWhen our patients are debonded, they are given a bouquet of balloons and a picture taken with Dr. Fong. We then put the picture into a photo album. All our patients enjoy looking through the album!
Rebecca Kum, Patient Coordinator
Office of Dr. Patricia Fong
Sacramento, CAI noticed that during post treatment consultations, parents are very interested in whether I think the result is good or not. It once again reemphasizes the fact that patients and parents have no way of evaluating orthodontic treatment but rely on all the externals as a way to judge the competence or quality of treatment. In those cases, where I’ve achieved most or all my goals, I make a point of saying so very explicitly to the parents. They always seem especially pleased when I can say that all the goals that we set for ourselves have been achieved and the final result is what I was looking for. That seems to really bring the issue to closure for most parents.
Dr. Charles J. Ruff
Waterville, MEOur office sends “Little Caesar’s, 2 large Pleasers” certificates to our patients that refer others to our practice. This not only is a big hit with the patient, but the “mom” that has a night away from cooking will remember to mention our practice now and then too! Thanks for all your fun ideas — we look forward to each issue.
Rita Dunn
Office of Dr. Michael F. Richards
Price, UTAt our consultation appointment, our Treatment Coordinator takes a small Polaroid photo of our patient and parent(s). We cut the photo to measure approximately 1”x1” and tape it to the front of the chart. Not only does it help us to identify people as they check in or sit in our reception area, but it is also helpful when speaking to them on the phone! It helps us to remember who they are.
Judy Hoskins, Office Manager
Office of Dr. Nicholas D. Barone
North Providence, RIA little bit of praise goes a long way. Having worked in many orthodontic offices all over the United States, paying someone a compliment or receiving a nice word for a job well done just seems to brighten everyone’s day. It is so easy to find fault with patients, co-workers, and the boss, that finding something positive to say keeps up everyone’s spirit. I challenge everyone to pay one sincere compliment every day.
Lora Frifeldt
Office of Dr. David K.H. Dung & Dr. David J. Dung
Honolulu, HIHospitality means we take people into the space that is our lives and our minds and our hearts and our work and our efforts. Hospitality is the way we come out of ourselves. It is the first step toward dismantling the barriers of the world. Hospitality is the way we turn a prejudiced world around, one heart at a time.
Written by Joan D. Chittister, O.S.B.
in Wisdom Distilled from the Daily
Denise Scott, Treatment Coordinator
Office of Dr. Charles R. Conroy
Gahanna, OHWe wanted to contribute a technique that helps us and should help your readers. When we are bonding a metal bracket on a tooth using the light cured paste, after placing the bracket on the tooth, we do the usual by directing the light along the four borders of the bracket. Then we shine the light through the tooth from the lingual side for at least 10 seconds. As long as you see the tooth looking bright while the light is shining through the tooth, you’ll know the light is also hitting the whole lingual surface of the bracket. Having the light exposed to more than just the edges will give the bracket a firmer, longer lasting bond.
Dr. Donald Peppercorn
Willoughby, OHOur office has a great idea for a community service project. Each year, we hold a Holiday Toy Drive for area foster children. Our second annual drive was a huge success when over 1,000 gifts were brought in. We work with a local agency to compile a “wish list” of children’s first names, ages, and wishes. In early November, we make this information available to our staff and patients, and we make our deadline to return gifts mid-December. We have also made up a check-off system to make sure every child receives at least one gift. It works out great for us, the patients, and the foster children. We also held a Guess the Score of The Super Bowl Contest and gave gift certificates to MVP Sports to the people who won.
Drs. Namay, Metcalf, and Sabo
Orthodontic Associates
Lowell and Chelmsford, MAAt our office, at the end of each day, each assistant chooses two to three patients they had worked on and send each one a postcard stating how well they did at the appointment or if they discussed something personal, such as a big game at school coming up that night, an award received, any special event, etc., they would include something regarding that topic. The Doctor’s responsibility is to call each patient that had any appliances placed, any Phase I debonds or an appointment that was just plain hard on a patient. The response from this program has been overwhelming, not only do we hear it from the parents but our patients as well. This is just one of the many Patient Relations Programs that we have and it is very cost effective because IT’S FREE!!
Lannette R. McCreary, Treatment/Marketing Coordinator
Office of Dr. Mark J. Mills
Colorado Springs, COSeveral months ago, we purchased a microetcher and microcab from Danville Engineering to etch the inside of our molar bands and mesh pads of brackets. (This has significantly reduced the number of loose bands and brackets!) The problem was that after six months, the plexiglass shield on the microcab was so scarred that we could hardly see to etch. Vince Gonzalez from the Ortho Club suggested that we have a local glass company cut a new shield and then keep it covered with saran wrap to protect it from the aluminum oxide. The new shield cost approximately $4.00 and we use plastic bags to keep it clean and protected.
Wanda Burns, Chairside Assistant
Office of Charles E. Gulland
Hermitage, PAWe would like to submit our “Power Questions” we ask of ourselves each day, as individuals and as a group.
Morning questions:
1. What am I happy about in my life now?
1a. What are we happy about in our practice now?
2. What am I excited about in my life now?
2a. What are we excited about in our practice now?
3. What am I proud about in my life now?
3a. What are we proud about in our practice now?
4. What am I grateful about in my life right now?
4a. What are we grateful about in our practice right now?
5. What am I enjoying most in my life right now?
5a. What are we enjoying most in our practice right now?
6. What am I committed to in my life right now?
6a. What are we committed to in our practice right now?
End of day questions:
1. What have I given today?
1a. What have we given today?
2. What did I learn today?
2a. What did we learn today?
3. How can we use today as an investment in our practice future?
Debbi Walker
Office of Dr. Glen Armstrong
Moscow, IDTired of messy tubes of toothpaste at your tooth brushing area? Patients don’t like the taste of prepasted disposable toothbrushes? Well, we have finally found a toothpaste that is more hygienic, packaged in pre-measured individual doses and tastes great! We use Laclede’s Pete & Pam pre-measured toothpaste (800-922-5856) which costs $3.10 for seven (7) strips of ten (10) doses each. We cut the blister packs apart and they’re ready for use!
Doreen Shiraki
Office of Dr. Carlton A. Shiraki
Mililani, HIWe “broke tradition” this year!! Our office has had a Christmas party for referring dentists and their staffs every year since the beginning of time. This year we had a “Super Bowl Pep Rally Party.” Our invitation was printed on a miniature football. We served hot dogs, hamburgers, chips and popcorn. Drinks were served out of coolers complete with can huggies with our office name and phone number on them. We got everyone involved by having a football toss complete with prizes. Of course, everyone was in football attire. Everyone had a fantastic time!!!!
Debbie Munson, Treatment Coordinator
Offices of Dr. Carl Dann III and Dr. Carl Dann IV
Orlando, FLInstead of throwing out our left-over stone when we are pouring models, we pour it in animal or character molds for our patients to take home and paint. Our patients enjoy painting them, and we encourage them to bring them back at their next appointment so we can see their finished project. These molds are found in hobby and craft stores.
Lena Skawronski
Office of Dr. G.H. Pinsonneault
St. Paul, AB
CANADAWe truly enjoy your publication which is always a source of inspiration and great ideas. Recently we began publishing a quarterly newsletter which has been favorably received by our patients and their families. Since many parents don’t visit the office regularly, the newsletter serves as a valuable tool for getting important information to them. Each issue features “A Note from your Orthodontist” which targets a particular group of patients. For example, our first issue addressed our observation patients. We discussed the important of maintaining periodic visits to monitor growth, development and tooth eruption patterns. We had a great response! Many observation patients who had not previously answered the standard recall postcards called to schedule follow-up visits. Copies of the newsletter are also sent to our referring dentists to keep them updated. Our second issue, just mailed, discussed Phase I treatment. We anticipate that it will continue to be a valuable asset as is The Nectar Connection!
Sherry Dillinger, Practice Administrator
Office of Dr. Frederick G. Preis
Bel Air, MDWe send a packet of dry Lipton’s Chicken Noodle Soup to a patient that is ill, with the inscription: “Get Well Soon, Dr. Budd Rubin & Staff.”
Dr. Budd Rubin
San Diego, CAFebruary is a special time in our office. We send each patient a personal Valentine with two complimentary orthodontic exams “For Someone You Love.” In return, we receive referrals of relatives, sweethearts, and even secret admirees!
Dr. Ann Marie Gorczyca
Fairfield, CAWe became “Hot” on oral hygiene recently. We have an “in house” hygienist that educates whoever needs to upgrade their level of hygiene. We have to be careful not to upset the GP’s by taking their hygienist’s work from them, of course! In addition, we purchase mouth rinse bottles and make them available for parents to buy from us rather than having to run to the pharmacy to get them. We feel we are giving a small service, thus important, rather than having to hear, “Oh, Mom forgot to buy me...” etc.
Dr. Jonathan Theodor
ISRAELFor many years we have used a 2 mm biocyryl plastic for overlay retainers. We have recently switched to Essix retainers and have found it much better. Our patients only wear their retainers at night while they sleep and we would schedule their retainer check appointments one month, six months, or more depending on the individual, over a 2-3 year time span. Time after time there had been no change in the position of the individual’s teeth. With a combination of good results and our practice becoming busier, we decided to check clients’ retainers one year after they receive their retainers. This has freed up more time for the practice and made fewer trips for the client.
Debbie Tofflemire
Office of Dr. Gary Cooper
Leamington, Ontario
CANADAMost American girls have their Menarche or first Menstruation between the ages of 10 and 16. This age is also typical of when many girls are receiving their orthodontic treatment. In all probability, many of your female clients will mature sometime during the years under your care. In indigenous cultures, as well as in times past, when a girl had her first menstruation, the event was celebrated by the community and family as a joyous entrance into the mysteries of adulthood. Female fertility was seen as a cherished addition to the culture. In our modern society, menarche is usually greeted with shame and silence, throwing many girls into confusion over their changing bodies and roles. This confusion gives rise to looking outside for approval and can result in promiscuity for recognition of self.
In an effort to foster esteem and positive attitudes towards feminine physiology, the Menstrual Health Foundation has created the Coming of Age Project. In a Family, School, or Church setting, families and girls entering Menarche are encouraged to learn about health and self-care. As the family and communities recognize girls in a positive and loving atmosphere, girls can develop self-love. From self-love comes self-knowledge and discernment over family values concerning sexual behavior.
As a health care provider, a card or a flower sent or given to a newly menstruating girl is an integral part of positive recognition of the feminine in the community. If you would like to offer a Coming of Age workshop through your office or local community organization, please call Dr. Stephanie Georgieff, N.D. at 714-285-1259 or Tamara Slayton at 707-823-1311.
Dr. Stephanie Georgieff
Santa Ana, CAWe would like to share how our office manages oral hygiene problems during treatment. At the initial visit, once the appliances are placed, we give one on one oral hygiene instructions. We also show patients and their parents photographs of patients in appliances; one with good oral hygiene and good results after debonding and one with poor oral hygiene while in treatment and decalcification after debonding.
We check each patient at every appointment and grade their hygiene. The codes are: E=excellent, F=fair, and P=poor. For each poor oral hygiene grade, we issue a red appointment card that has a message for better oral home care. After “three” red cards, we mail a note home to the patient and parent using the Dome photograph card of Proper Brushing. These pictures really are worth a thousand words.
Cheryl Gremillion
Office of Drs. Terence E. Walsh and Shannon Simons
Metairie, LATreatment coordinating is always fun, but sometimes get a little hectic. I’ve found something to help keep me on track during the new patient exam. On my exam clip board, among the fee listing, insurance information, etc., I have a reminder sheet that lists patient facts: Patient/parent name, age, referral source, DDS, history of past ortho exams, main concerns (of parent and DDS), what TC saw in mouth (during Dolphin photos), what TC pointed out, ready to start, obstacles, anything special TC told patient about practice, anything personal, and strong area to focus on. By checking the list during the new patient interview, I am better prepared to give Dr. Davis all the details. It really helps.
Judy Lunde
Office of Dr. Craig Davis
Rohnert Park, CADuring the cold winter months, we provide hot apple cider for our patients and parents as well as having our usual flavored coffee. The patients love the cider, and it provides a warm and inviting scent for our reception area.
Janet
Office of Dr. Gary M. Starr
Mathews, NCWe have found that the trend toward multiple colors available in elastomer ties has presented a challenge in finding a compact, maintenance-free, convenient way for the patient to choose a color. Take approximately 7 or 8 inches of a fairly thick wire (we use .036), form it into a circle (like a bracket). Then thread about 1/4 inch of each color elastomer tie into the wire and include about 1/2 sections of each color power chain. Weld or solder the ends together and place one at each station. The patients love to finger through the colors while waiting and new patients are less intimidated by anything they can touch and feel for themselves.
Saundra R. Pickens
Office of Dr. Jeffrey W. Vecere
Cape May Court House, NJWe have recently started using small “S.O.S.” slips in our office. One is attached to an emergency patient’s chart before they are seen in the treatment area. During the emergency visit, the assistant completes the slip with patient information and the nature of the problem (loose bond or band, sticking wire, etc.) This enables us to track patient emergency visits and concentrates on areas in which we can improve our technique to avoid problems. Here is an example of the form:
Patient Name ______________________________________
Chart Number _______________________
Last Appt. _______________________
Next Appt. _______________________
Type of Emergency:
_____ loose band (s) ________________________________
_____ loose bond (s) ________________________________
_____ wire sticking
_____ broken wire
_____ other _______________________________________
Dr. Robert A. Vaught
Savannah, GAOn a bulletin board in the waiting room, we post all the birthdays for the month on a banner and then we give the patient a bunch of balloons at their visit during the month.
Donna Nix
Office of Dr. Andrea Feather
Chino Hills, CAWhen I prepare teeth for bonding by using the conditioning agent, I put cherry flavored chapstick on the patient’s upper lip. The patients smell the cherry essence and less of the conditioning agent. I observe patients salivate less and the overall experience of bonding is more pleasant.
Julie Blaha
Office of John Eisinger
Monterey, CATODAY
Outside my window, a new day I see
and only I can determine
what kind of day it will be.
It can be busy and sunny, laughing and gay,
or boring and cold, unhappy and gray.
My own state of mind is the determining key,
for I am only the person I let myself be.
I can be thoughtful and do all I can to help,
or be selfish and think of just myself.
I can enjoy what I do and make it seem fun,
or gripe and complain and make it hard on someone.
I can be patient with those who may
not understand
or belittle or hurt them as much as I can.
But I have faith in myself,
and believe what I say,
and I personally intend to make
the best of each day.Suzanne Franson
Hummingbird Associates
Bainbridge Island, WATo avoid a bad taste with newly constructed appliances, we place them in scope mouthwash for 15-20 minutes before placing them in the patients’ mouth. It keeps the patients from saying “yuck” and is another way of saying “we care.”
Fran
Office of Carl C. Casperson
Bloomington, MNOur office has been using Quicken as a General Ledger system for all our accounts, both businesses as well as personal for the past ten years. The use of Quicken has cut down on time, allowed us instant upgrade reports, as well as make corrections. It has also significantly cut down our accounting fees. We also have our accounts integrated with a pay-by-phone service which saves time and money, and we make use of an outside payroll service.
Jane Kramer, Bookkeeper
Office of Dr. Gerald Ginsberg
Phoenixville, PAWe have placed bulletin boards along both sides of our check-in window. Everyone enjoys seeing current newspaper articles and pictures about our staff and patients. We circle their name in the article to draw attention. This lets our patients know we care about their lives outside our office as well.
This past summer, our office staff and their families formed a team to participate in the “McLean County Relay For Life.” It was the first year for the 24-hour walk/run for The American Cancer Society in our area. Our doctors sponsored the team and donated t-shirts with our logo on them. We set up our “Heavy Metal” campsite with our banners, tents, mobile home and lawn chairs. We incorporated our team theme with our purple “Heavy Metal” t-shirts, our 30 foot “Brace Yourself for Heavy Metal” banner. Of course, our rabbit mascot had braces on his big two front teeth. We all wore pink shoelaces in our tennis shoes in honor of breast cancer. The local radio station voted our campsite their favorite. We all thought this was a great cause to help raise funds for, and it was also a great team builder for our staff.
Drs. Smith, Green, Lauder & Staff
Bloomington, ILTo enjoy and give enjoyment, without injury to yourself or others: This is true morality.
Nicolas Chamfort
Office of Dr. Foster O. Bucher
Centralia, WAIn order to save time, improve communications, and present a professional appearance, we utilize a simple computer label program to preprint sheets of routine instructions, communications, and encouragements. With programs like Avery Label Pro, messages can be saved and then later recalled. We use colorful stickers and attach them to the appointment cards. Topics range from separator instructions to retention notes. One of the most frequently used is the reminder to visit your dentist during orthodontic treatment.
Dr. Robert C. Penny
Weatherford, TXAN INSPIRATION:
“It is not work that kills men; it is worry. Work is healthy, you can hardly put more upon a man than he can bear. Worry is rust upon the blade. It is not the revolution that destroys the machinery, but the friction.”
written by Henry Ward Beecher
Dr. Charles C. Low
Glendale, CAI read the article about the $3.50 AMC Theater tickets. I phoned the “800” number and was told the price went up to $4.00 as of February 1st with a shipping/handling charge of $8.00 and a minimum order of 100 tickets. Our local AMC will sell 100 tickets at $3.00 per ticket. I guess it pays to look in your own back yard sometimes.
Brigitte
Office of Dr. Larry F. Elliott
Fort Lauderdale, FLOur office has been using Ortho Fee Plan for a while and find it very helpful to be able to offer an outside financing option to patients. Ortho Fee Plan is great to work with and most efficient. I highly recommend this as an option as well as a tool for restructuring in-house financing.
Gina Good
Drs. Robert & Ronald Good
Pittsburgh, PASince my retirement from 49 years of orthodontics, I have been helping the clients of my WINNERS JOURNAL to live more successfully by suggesting audio programs to meet their professional or personal problems. I believe that cassette learning is the perfect way to learn great ideas over and over until I can truly understand them and make them part of my thinking and doing.
I will be most happy to offer this service to all members of The Nectar Connection. They can write me to tell what areas they want to improve or solve, and I’ll send them suggestion of programs that could make their life more effective and rewarding.
Dr. Howard H. Jan
69 Lafayette Avenue
Piedmont, CA 94611I am trying to figure out how to share with the readers what I do for my patients. I try hard to develop appliances that make their lives easier. The ALF appliance easily expands without keys or screws and distalizes as well. I am prototyping a new functional appliance that will be less obtrusive than the Herbst or Bionator, etc. The one thing that seems to make the patients enjoy the rather tedious banding/bracketing appointment, is having a television set mounted near the ceiling so they may watch a video they select.
Dr. Phillip M. Goodman
Cincinnati, OH
HummingbirdJust outside my window a ....hummingbird
has just made a nest on one of the flimsy
branches of a Eucalyptus tree, growing very
close to my Santa Clara apartment building.
I have a birds-eye view.She is very close, only a foot or two below
me and maybe two or three feet away from
the building. I look slightly down upon her
from my perch. It’s as though through my
noticing her, she reveals more and more
about herself to me. We are good neighbors.
I am sure I am revealing myself to her as well.I don’t know if her nest was there when my
sons and I moved to Marina Cove late in
January, but from time to time, I would see a
hummingbird come to the window during
my morning meditations. Perhaps she
smelled the incense, I thought.One bright morning, I looked out my window
and saw her there in the nest, coming
into the focus of my eyes and mind a little at
a time. Slowly did she become a humming-
bird. I looked and looked to see what I was
seeing. She moved and I saw the characteristic
long and pointed beak. She flew and I saw
a hummingbird.Then as I started out for a walk one morning
not long ago, a hummingbird flew up to me
and hovered. Was it her? Mornings are full
of fresh joy, and that morning I would bathe
in the wonder of a tree, feeling inside my
body all its subtle and intricate patterns of
bark, its delicious branching and leafing out
in cool, upward majesty, taking in the airy
morning.Sometimes before dawn when from my nest
of blankets I sit and chant “Lokahah,
samastaha sukino bhavantu,” a Sanskrit
blessing calling for the happiness of all
creatures, I know I am that hummingbird.Are we not all at once one single being here,
where life is revealing itself to us every
instant? Trees, grass, zebras, hummingbirds,
traffic, inner city chaos.She doesn’t fly away, even when the wind
gusts her up in the air like a swing. Had she
built her nest on a firm branch, she might
have been blown away. Instead, she nested
on one of the long and droopy branches,
enduring all its movement, and swayed
with it, held on through the high winds and
blustery rains of March.She shows me that sometimes you have to
struggle for a long time. She is patient, and
she bends to the wall of nature — whatever
comes. She is steady in her mission.Where does her faith come from? What
keeps her in that tiny nest with all the forces
of nature sweeping her this way and that?Just two days ago, she revealed to me her
young, and when she did, she revealed the
strength of nature within her. Her faith and
love inextricably joined, she lives out her
instinct as hummingbird, as mother.
Through that, the young learn to fly and life
goes on.— Ranjani
San Ramon, CA
“To be in your children’s memories tomorrow, you have to be in their lives today.”
“A good friend puts up with your worst moods, goes along with your worst ideas, and always sees the best in you.”
Calendar from author, Barbara Johnson
“Everytime I Get My Act Together, The Curtain Comes Down”
Dr. Robert Waugh & Staff
Athens, GAThis year our local Dental Society has adopted a unique way of saying “Thank You” to those who have supported us in our success during the year. They have designed a gold metallic and teal dedication card to enclose with your holiday communications. There is a suggested donation scale based upon the number of cards ordered. The Holiday Giving Committee has developed this program enabling dentists and our professional suppliers to give back to the community by helping those in need with comprehensive dental treatment. General dentists may want to honor their dedicated staff by giving this gift in their names and specialists alike will find their gift warmly received by their referring offices. We know of offices already where staff have overwhelmingly approved of this concept rather than the traditional holiday “calories.”
Dr. Richard Talbot
Citrus Heights, CAThank you for your book Essence of Nectar; I am enjoying it.
Enclosed are some quotes which have been collected in my practice and are displayed on a white board in our reception area. As well as wishing individual patients good luck or happy birthday on this white board, we also put up a new quotation every two weeks or so. These quotations have been collected from a number of sources, including past issues of The Nectar Connection.
Dr. Daniel I Vickers
Pennant Hills
AUSTRALIAWe have recently stumbled upon an incredibly easy way to clean our pliers. We use dry heat and over the course of several months our pliers have taken on a dark “tawniness.” We tried Softscrub on them and they look like new! Just use Softscrub on a washcloth with warm water and gently rub all the surfaces. Follow with a good rinse and dry. This method removes all surface discoloration without introducing any scratches. To prevent any further discoloration, remember to dry instruments thoroughly before placing into sterilizer.
Dr. Madeline Serrano
Durham, NCATTITUDE
The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think, say, or do. It is more important than appearance, giftedness, or skill. It will make or break a company ...a church ... a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past ...we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude ...I am convinced that life is 10% what happens to me and 90% how I react to it.
written by Charles Swindoll
submitted by Dr. Les O. Starnes
Newport Beach & Irvine, CATHOUGHTS FOR LIVING
1. Being defeated is often a temporary condition. Giving up is what makes it permanent.
2. You cannot get ahead while you are getting even.
3. Jealousy wants to possess what it already has; envy wants to have what another possesses.
4. He who cannot forgive, destroys the bridge over which he may one day need to pass.
5. Only those who do not expect anything are never disappointed. Only those who never try, never fail.
6. Judge this day, not by the harvest, but by the seeds you plant.
7. He who provides for this life, but takes no care for eternity, is wise for a moment, but a fool forever.
8. How many happy selfish people do you know?
9. Remember: it’s not what you have, it’s what you do with what you have that makes all the difference.
10. It is better to die for something than it is to live for nothing. A man without principle never draws much interest.
Dr. Francis Miranda
Dallas, TXPlease find attached one of my most favorite quotes from Mikhail Gorbachev. I felt it would be a nice addition to The Nectar Connection, as it fundamentally addresses an issue central to many social problems in America.
A CALL FOR NEW VALUES
“One of the paradoxes of the late 20th century is the gap between humankind’s amazing technological achievements and the deplorable state of the human spirit... The time is urgent for every individual, every business, every nation and state to re-think its role and place in world affairs. It matters not whether we consider the role of politics and hunger or religion and health care reform... our times call for a radical breakthrough in culture, religion, and science — the responsibility is immense. A new ethic of absolute respect for the beauty and uniqueness of all life must replace the old politics of competition, profit-making and death. The question before you today is only this — how are you willing to take the bold leadership necessary in your community — in your enterprise where the human spirit is paramount.”
Mikhail Gorbachev
James T. Lussier, President
St. Charles Medical Center
Bend, OROn the evening of March 8th, the orthodontic community lost a powerful colleague. David Hoffman was in Washington, DC getting FDA approval for one of his patents, but the night he and his partner were awarded that approval, David suffered a fatal heart attack at age 52.
I know that in one sense there is no death. Despite his departure, we will always feel David’s life touching ours, his special voice speaking to us, his eager spirit questioning everything, constantly searching for new and better ways to do things. I think about his incredible devotion to his precious wife, Joni, to his wonderful son and daughter, and to his Mother. He had a heart that was bigger than all of Louisiana.
I marvel at his ability to create anything out of wood. And I feel blessed that his life touched mine as I gaze at the beautifully hand-carved hummingbird he created for me years ago.
David, you will always hold a very special place in my life and the life of all others who knew you. Joni, we send our deep, deep regret. Know that you are not alone.
With great sadness,
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAKaren,
You must know how much I have enjoyed The Essence of Nectar. I spend a few minutes each day scanning and reflecting on the unselfish sharing of so many fine people, whom I have yet to meet. I am growing in many dimensions as a result. My love for my wonderful specialty, my colleagues, and their extended significant others, enlarges each day. Nancy and I were up in your area in October 1995 at a mini-residency at University of Washington with Vince and had an eye-opening time. Thanks again, Karen. I hope to see you soon.
Dr. Lindsey D. Pankey
South Miami, FLThank you for all the wisdom that you have shared with us for the past two consulting visits. I feel like I’ve gained several years’ worth of knowledge and the quality of that knowledge is invaluable.
What really made the whole endeavor special is just knowing that what is in your hearts is greater that what is in your heads—and that is a lot. Our whole office is inspired and each person seems to have definition of purpose beyond my expectations.
Karen, you have given me so much that I just cannot thank you enough. I wish that I could assimilate your thoughtfulness and your profound empathy for others. (I’ll do my best). Thank you also for asking us to go early to the Finca Rosa Blanca. Chris and I will never forget that nice experience.
Now that we are back to learning the OMS way, we are working very hard, but we’re pursuing our goals and that makes it easier. We do see the many advantages already.
My letter writing is about at the same level as my public speaking, but I do want you to know how thankful I am for all of your help. I can’t wait to see you at MASO. Keep up the good work. You’re really making this a better world for all of us.
Dr. David McSurdy
Collegeville, PAUpon reading the latest issue of The Nectar Connection:
The arrangement by which Dr. Neil Walle of Klamath Falls has provided for Barbara Dussel to bring her infant son to work with her is a dramatic illustration of the positive side of adaptability in accommodating special needs of employees. My guess is that Ms. Dussel is not only, as she says, more productive than she would have been if her son were in childcare elsewhere, but also that she returned to work sooner than she otherwise would have.
A hygienist who works at the office of my general dentist recently gave birth to a son 9 weeks prematurely. This young man will be hospitalized for another 4-5 weeks at the Stanford Medical Center neo-natal unit. Scheduling her for just one patient per day less than normal allows her to go and be with her son each day without having to stop working.
Dental offices are not large businesses such as are now being required by some cities to provide a facility for childcare on site or to pay for the city to establish childcare facilities for their employees to use. However, when several dental and/or medical or other offices are all located in the same building, there may be enough of a market for the tenants to join in supporting establishment of a facility by the building owner.
Jim Madison
American Arbitration Association
San Francisco, CADearest Karen,
You’ve been on my mind a lot since you were here. I just love you so much. Your story that “selfless service is spiritual practice” is so very true. I know I’ve felt it in myself in the past and hearing your story really touched me and started me on the path again to create this (service) as part of my work/life. I know there are ways to live that will fulfill my creative urges and do things that will help people.
I went back in my journal and found some quotes that were meaningful. They describe what I feel when I’m doing something I’ve felt was service—
“I slept and dreamt that life was pleasure. I woke and saw that life was service. I served and discovered that service was pleasure.” Rabindranath Tagore
“Service which is rendered without joy helps neither the servant nor the served. But all other pleasures and possessions pale into nothingness before service which is rendered into a spirit of joy.” Ghandhi
Karen Day
Bainbridge Island, WAFor Easter this year, we had a contest for our patients and all they had to do was write their name and phone number on a piece of paper and drop it in our decorated Easter box. On the Wednesday before Easter, we drew out a name and presented that patient with a big, floppy-eared rabbit.
We also had an Easter basket with plastic eggs. Each patient was allowed to choose an egg after his or her visit. Inside each egg was a piece of chocolate candy and a variety of free coupons given by local fast-food restaurants. These coupons were good for free milk shakes, hamburgers, and snow cones. We also placed a few free movie passes in the basket each day.
Dr. Philip Caldwell & Staff
Duncanville, TXEVOLUTION - The Monkey’s Viewpoint
Three monkeys sat in a coconut tree,
discussing things as they are said to be.
Said one to the others “Now listen you two,
there’s a certain rumor that can’t be true.
That man descended from our noble race,
the very idea! It’s a disgrace.
No monkey ever deserted his wife,
starved a baby, and ruined another’s life.
And you’ve never known a mother monk,
to leave her baby with others to bunk.
Or pass them on from one to another,
till they hardly know who is their mother.
And another thing you will never see,
a monk build a fence ‘round a coconut tree.To let the coconuts go to waste,
forbidding all other monks to taste.
Why if I put a fence around this tree,
starvation would force you to steal from me.Here’s another thing a monk won’t do,
go out at night and get on a stew.
Or take a gun or club or knife,
to take some other monkey’s life.
Yes, man descended, the ornery cuss,
but brother, he didn’t descend from us!Nancy Nollman
Director, Dental Assisting
Kaskaskia College
Centralia, ILAll the extra filing for insurance claims gets to be a real pain. To speed things up, I place a bright colored removable label on each folder with a claim. As soon as the insurance balance is paid in full, I remove the label. I can tell at a glance how many active claims I have, and filing is so much faster now.
I like reading about other offices. Keep up the good work.
JoAnn Pinnock
Office of Dr. John A. Coombs
Carson City, NVIn our office one of the things we do at the debonding appointment, is to have the patient write a thank you letter to whoever was responsible for paying the account. Be it Mom and Dad, Grandma, or an Aunt or Uncle, we provide them with some sample letters to help them out. They hand write the letter and address the envelope and we mail it out for them as a surprise.
Sue Lane-Self
Office of Dr. Joseph F. Coniglio
Corpus Christi, TXOn occasion, we must repair a broken acrylic appliance. If the appliance does not seal firmly on the model, a repair is difficult. The acrylic can be glued to the model with a hot glue gun (found in hardware and hobby stores). It’s best done prior to soaking the model. The new low temperature type guns work even better. It holds well and removes easily.
Dr. John Dumars
Napa, CAWe love your newsletter. It is a wonderful resource of ideas and helpful hints. We started contests in our reception area. The patients (and parents too!) guess the number of items in a jar. February it was candy hearts... March it was a St. Patrick’s theme... April is jellybeans... May will be golf tees and golf balls. The winner receives two tickets to the movies, and we hold a staff contest to win the jellybeans, etc. Fun for everyone!!
Lynn Hall, Patient Consultant
Office of Dr. Jeanne M. Gau
Eagan, MNHere in Hawaii, we are always looking for ways to get the public’s attention. Our office thought up a few ways to do this. At the malls and shopping plazas, there is always a theme for the holidays. We have considered offering to help with the Christmas Santa and to purchase the candy canes and have our office name and phone number printed on the packages.
At Easter, we thought about giving away the plastic Easter eggs with dental floss on the inside. The floss would have the office name and phone number on it.
No matter where you go and what you do, always make sure you make the office you represent known as the best. We wear special shirts that we made that has our office logo on it and they have our names on them.
All of the Staff
Office of Dr. Steven T. Tottori
Honolulu, HIWhen we debond our patients:
1. We give them a bag of goodies filled with some of the munchies they were not allowed to eat while they were wearing braces (microwave popcorn, peanuts, gum, tootsie rolls, etc.)
2. We give them a cute “thank you” card to send to their parents thanking them for their braces. It is a real hit with the parents!
3. We take two Polaroid pictures of them on the “big day.” One to take home, the other to display in our operatory along with all of our other patients who have been debanded.
The Clinical Staff
Office of Dr. Frank R. Miller
Rockwall, TXI came across a terrific saying by Lee Iacocca that pretty much sums up how we often feel when our patients shop for inexpensive ortho treatment — “People today really want economy — and they are willing to pay any price to get it!”
Lee Iacoca
Rosemary Bray
Office of Dr. Dennis McKee
La Mesa, CAA 10-year-old patient, who is an outstanding swimmer and future Olympic hopeful, recently gave me a beautiful swimming photo with the following quotation.
“You playing small doesn’t serve the world. There’s nothing enlightened about shrinking so that others won’t feel insecure around you. We are born to make manifest the glory of God that is within us. It’s not just in some of us; it’s in everyone. And as we let our own light shine, we unconsciously give other people permission to do the same. As we are liberated from our own fear, our presence automatically liberates others.
Nelson Mandela
Dr. Ann Marie Gorczyca
Fairfield, CADear Karen,
Just a note to tell you how much Gwen and I appreciate your keeping us on The Nectar Connection mailing list. Each time it comes, I find myself drawn into it, fascinated by the bit of wisdom or insight each person has contributed. Whether it is spraying Pam on impressions, so they come out cleaner, or the person who understands their love of being in the world by serving their patients and their community through their oral healthcare skills.
Everyone’s thoughts and ideas feel so genuine and sincere, and contributed to improve the quality of other people’s lives. It has been said that people read to realize they are not alone. Reading The Nectar Connection makes me proud to realize that dentistry has so many office managers, assistants, hygienists, and dentists that care about their patients, each other, and themselves, to write down their ideas and insights to share. It is sharing that improves all our lives.
Dr. Peter Jacobsen
University of the Pacific Dental School
San Francisco, CAA significant letter for those with aging parents...1995 has been the year of the health crisis. My father was diagnosed with lung cancer in February. My parents had come to visit and hadn’t been in North Carolina for 72 hours when Dad was in the hospital with bronchitis and Mom was ensconced in a hospital bed in my living room with oxygen and a home health nurse. Dayn and Ashlynd learned a lot in the next two weeks about illness and caring for the sick. (Dayn made sure that the TV and Nintendo were positioned so that Grammy could reach the controls — Grammy is an awesome TETRIS player. The kids are quite envious. And Ashlynd drew pictures and read stories.)
The lung cancer was found with routine hospital tests, and the CT scan suggested that it was inoperable. The kids’ response to learning about the cancer was quite illustrative of the generation gap. In essence, they said “We’re sorry you don’t feel well Pop-pop. But just go get treatment, and you’ll be all better.” I realized that they know at least six people who have had cancer and have all been successfully treated. In their minds, cancer is worse than strep throat but not deadly whereas all the grown-ups expected the worst not the best.
When both were well enough to travel, Mom and Dad returned to Pennsylvania and Dad was referred to a thoracic surgeon who, like the little engine, said “I think I can.” In fact, he could, and he did! Dad is now eight months postop and there are no signs of recurrence or metastases.
The hospital experience is a story in itself. Life Lesson #3681 — never believe that anyone in a hospital from the surgeon to the housekeeper knows what they are doing! The lack of communication and sense of responsibility was truly overwhelming. I’m convinced the staff threw a party when Dad was released just so they would be rid of us, but at least he got out of there only minus a piece of lung!
Less than a month after Dad’s release from the hospital in North Carolina, Mom was in one in Pennsylvania. Mom has had two mitral valve replacements in the past 20 years and has for the past five years been having recurrent congestive heart failures. In 1994, she was told by a surgeon in Wilkes Barre that her condition was inoperable. Life Lesson #3956 — always ask lots of questions about the surgeon’s experience and run, do not walk, to someone else if he/she hasn’t done at least 100 cases just like yours! Anyway, 1995 is a different hospital and a truly wonderful cardiologist who doesn’t think Mom is an impossible surgical risk. The surgeon at that hospital also declined Mom as a poor surgical risk but the cardiologist said, “Try another opinion.” Well having gained a great deal of experience in the assertive, no-nonsense game, I started a search for a cardiac surgeon who specialized in repeat complicated valve replacements. My strategy was a well-controlled scientific endeavor (after all, I am a biostatistician). I sent e-mail messages (Thank heavens for the new technological age!) to every health professional I knew associated with large health care facilities. Survey research at its best although I suppose there could be some questions about my sampling technique. Several leads pointed to Dr. Delos (Toby) Cosgrove at Cleveland Clinic. Telephone contacts/faxes/an incredibly wonderful patient coordinator/and an incredibly strong faith that our family guardian angel still had abundant energy got Mom admitted to Cleveland Clinic in late June. When she arrived, she could not walk from the hospital bed to the bathroom without oxygen. Now five months later she is climbing the stairs, sewing, and generally driving Dad crazy because he can’t keep up with her!
Dr. Cosgrove replaced the mitral valve and the aortic valve, repaired the tricuspid valve, and removed and patched the heart wall where a ventricular aneurysm had developed. It’s amazing what the human hand is capable of — good and evil. Dad and I were counted as fortunate among the families of Cosgrove’s patients who we grew to know while waiting in the cardiac intensive care unit — we met Dr. Cosgrove after Mom’s surgery!! Considering Mom was his third case of the day (an emergency airvac and a third-time replacement), I can understand why there isn’t much pre-operative chat. As for Cleveland Clinic, well, forget all the awful things I intimated about Dad’s hospital stay. Cleveland Clinic was incredible — and the staff functioned as a team.
Ceib Phillips
UNC, Orthodontic Department
Chapel Hill, NCThere are all kinds of ways for cleaning those dreaded impression trays, but I have found an easy way. Place daily or weekly trays with alginate in a big Ziplock bag and place in the freezer. After they’re frozen, remove and defrost with warm water. The impression material just falls off the tray. To ensure all alginate is removed, we then soak the trays in warm water with a few tablespoons of dishwasher detergent. After the tray is clean, we then use our normal sterilization process.
Gina Harp Smith
Office of Dr. Wendy J. Katz
Marietta, GAI love using the nickel-titanium (Ni-Ti) type open coil springs to gain space for missing teeth. An economical alternative to placing increasingly larger, or additional Ni-Ti springs at subsequent appointments is to simply add a small piece of standard stainless steel open coil spring to the archwire, positioned next to the original nicket-titanium spring. The desired force level increase is accomplished without losing the beneficial properties of nickel titanium.
Dr. Tom Stark
Ames, IA -
I was reminded of the Nectar Connection recently when I read an editorial by Colleen Mauro in “Intuition,” a magazine that explores the topics of intuition and creativity....
“In one of my most vivid memories of high school, my friends and I sit at our desks, furtively passing around long, cumulative notes we called “doodle sheets.” When we received the note, we’d add our own poems, jokes, observations, and artwork at odd angles around the page, while at the head of the class, Miss Louey carried on about periodic tables or logarithms. I don’t remember the science or math, but I remember how eagerly I unfolded the cumulative note and how I laughed at the others’ ingenuity. Fitting my message into the complex mosaic of the doodle sheet met my need for connection with others, creativity, humor, and spontaneity in a way white-coated, tight-lipped Miss Louey never could.”
Maybe we should change the name of the Nectar Connection to “The Doodle Sheet”...
On another note, my life is changing. Maybe it’s reaching fifty, maybe its feeling incredibly grateful for so many supportive friends and appreciative clients, maybe it’s the realization that the world vision is wider than the shoe department at Nordstrom. But lately it has seemed increasingly important for me to step up my efforts to reach out and help others less fortunate.
And so I am taking on a monumental volunteer effort involving the building of a 1200 bed hospital in the state of Kerala, Southern India. If you have a friend who might have connections in the areas of hospital equipment or supplies, or if you know a healthcare professional who might like to volunteer to work in India for a month or two, please let me know. Needless to say, donations are always welcome. (Checks may be made out to MA Center.) I look forward to stopping in Melbourne, Australia on my way to Singapore and India mid-November to network with people working on this international project.
On the restaurant review scene, recent consulting with Dr. Larry Martin in Longmont, Colorado was punctuated by an unusual dinner fare. Larry, his wife Phyllis, one of their sons and his wife, and I went to the Savoy Restaurant in Berthoud, Colorado, and enjoyed an entree of kangaroo in a mango sauce! To say this dinner was exquisite is an understatement. It was absolutely delicious. And low in fat as well! Thank you to the Martin clan for such a memorable dinner.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAWe have enjoyed our first issue of the Nectar Connection and received several great ideas from it. Here are some ideas to pass along.
Members of our staff take an hour one morning a month to deliver doughnuts to dental offices in our area as a way of thanking them for their referrals to us. They are always extremely grateful for the addition to their coffee break, and we, in turn, get to meet their staff. Often, we receive an influx of new referrals following the delivery!
Marti Habegger, Office Manager
Office of Dr. Robert A. Bard
Gurnee, ILHummingbird Associates is appreciative and delighted that so many orthodontic practices use the Nectar Connection as a valuable problem-solving tool, a platform where participants can share what works and what doesn’t work in their offices, families, and lives. The concept is simple: Your name is added to the following mailing as you submit ideas to be published in the Nectar Connection. Please think of an idea of the same magnitude and benefit you would like to learn from another reader. Quotes are appreciated, but sharing an idea you are using successfully is what giving is about. And giving usually means receiving as well. Requesting the next issue but not sending in something that can be included is not the spirit in which the Nectar Connection was conceived.
There is no cost for the Nectar Connection. It is our way of saying, “We like to stay connected.” We will continue to send the Nectar Connection to all Hummingbird clients and friends who show an interest in participating. We look forward to the compilation of the previous Nectar Connection entries as a book this fall. You will be able to show your grandchildren (or your grandparents) that you were published! And the book will be an ideal Christmas gift for staff, the orthodontist, classmates, and even patients.
We recently began using the orthodontic handbook, The Smile of Your Life. The response has been great—especially the sections on the parts of the braces, foods to eat and not to eat, and diet ideas for sore teeth. Keep up the good work!
Office of Dr. Barry Collins
Macon, GAOne of the nicest feelings to experience, especially when working with others, is to feel appreciated. Most days are relatively fast-paced in our office, with many jobs that need to be taken care of immediately. Everyone is more than willing to help one another, and this makes for great teamwork.
One way that Dr. Caldwell has shown his appreciation was taking us to a very unique restaurant for a sumptuous, lingering lunch. Afterwards, we were whisked off to the mall for a shopping spree. Each employee was given a $100 bill and a one-hour time frame to spend all the money on herself or return the difference. This was harder than it sounds and made for great fun and terrific memories. We highly recommend this form of appreciation.
The Staff of Dr. Philip Caldwell
Duncanville, TXWith “customer service” disintegrating in many businesses, I strongly recommend Raving Fans by Ken Blanchard (Morrow and Company publishers). It’s about customer service told in a parable style, and it's a very informative, quick read.
Dr. Anthony M. Wojcicki
Nashua, NHWe provide our debonded patients with a custom-fitted athletic mouth guard free of charge. The mouth guard is delivered at the retainer appointment. It is a tremendous in-house marketing tool.
Dr. John Doucet
Niagara Falls, Ontario
CanadaIf you cannot attend a professional meeting, buy the audio tapes. You can learn better by hearing them more than once, and you can share them with your staff.
Dr. Farrell G. Hinkle
Newport Beach and Santa Ana, CAAs a follow-up to Dr. Robert Muirhead’s comments regarding fees for a dentist’s family, I have scripted my response to this problem as follows:
“My staff and I are very comfortable treating your daughter/son on a no-fee basis. Are you comfortable with us doing that?”
Some general dentists are very comfortable with this,and we go ahead on a no-fee basis. Some insist on paying at least half, and others on paying the whole thing. For those that insist on paying part of the fee, I suggest they make a donation to either my dental school (which for many is their dental school) or to the AAOF. Either way, they receive a tax deduction for their donation, reducing their out-of-pocket expenses by half. I would also like to thank Bud Ham for this suggestion given many years ago.
I might add that this is one of the few times that the doctor discusses fees in my office.
Dr. Charles J. Ruff
Waterville, MEJohn Philpot Curran, the Irish-born forensic orator, loved trees. He especially prized a large one just beside his house.
A friend casually remarked that it was becoming a danger; its roots might damage the building, and its immense foliage unpleasantly darkened two or three rooms.
Curran looked quietly at the tree and murmured: “I was thinking of taking down the house.”
—Anthony Cartwright
Dr. Ken Schmitt
Aboard the Un Bel DiWhen patients come to our office for a long procedure, we give the parents a beeper. This allows the parent to leave, assured that they will be beeped when their child’s appointment is nearly completed.
Becky Davis
Office of Dr. Kevin Spillane
Woodstock, GA“The great thing in this world is not where we stand, but in what direction we are moving.” Oliver Wendell Holmes
Brenda Shreve
Office of Dr. Harry L. Geiger
Jacksonville, FLFor the past two years we have had a staff photo taken for our Christmas cards to referring dentists. We have gotten some very positive feedback from this. The cards stand out among the other ones received and are often displayed in the reception area where patients look at them.
Dr. Christine E. McKenna and Staff
Wakefield, MAI want to donate a “clinical pearl” I think many clinicians will be very interested in.
When I bond anterior teeth in a mixed dentition 2x4 setup, I also bond the maxillary primary canines, even if I later plan on extracting them. Bonding the primary canines has the effect of “rounding out” the arch, which provides a gentle curvature to the permanent incisors, avoiding that flat look which commonly occurs.
Dr. Richard Gill
Orlando, FLA quick idea that has helped splint avulsed teeth in a hospital setting has been to use an orthodontic wire and glass ionomer cement (instead of composite).
This eliminates the requirements for conditioning the teeth and reduces the need for a dry environment. Usually, maxillary anterior teeth are involved. We also typically build up the molars to prevent traumatic occlusion on the traumatized teeth. The patient can be scheduled later for more definitive procedures at your office.
Dr. C. Edwin Wentz
Lubbock, TXDevastating illness brings us face to face with the inevitable, yet always unexpected, nature of suffering and loss. Coming in differing guises and intensities depending on whether the illness is our own, a child’s, a parent’s, a friend’s, or a colleague’s, in one way or another, we are confronted with heart-wrenching questions of personal meaning and connectedness to others.
Last summer, Dick Wendt, an orthodontist in Everett, Washington, faced a dangerous situation while vacationing in New York. He suffered a heart attack that resulted in a collapsed lung. As Dick silently spent days in intensive care, his study club/disability group swung into action. Fourteen orthodontists were scheduled to divide the coverage. In the middle of it all, Dick’s scheduling coordinator left to follow her dream in another profession.
Just as in study clubs in similar situations around the world, during those dark (and busy) days, the study club members could not help but ask themselves, “What does this ask of our group?” “How might we become connected in a deeper, richer way?”
Fortunately, Dick Wendt had a real determination to recover. The progress which he continues to make is extraordinary. In the generous service and care of the study club members during the long weeks of recovery, faithfulness takes on a new face.
We wish Dick Wendt continuing improvement and give a standing ovation to the members of his disability group. You are an inspiration!
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAI would like to share a tidbit of information with your Nectar Connection readers: “Patients don’t care how much you know, until they know how much you care.”
Dr. Douglas Barkett
La Mesa, CAOur office started a monthly newsletter called “Wire Snips & Quips” in October 1994. Since most of the conversation in our office focuses on the patient...what they are doing and the activities they participate in, we thought it would be great if our patients knew more about our office staff. Included in our newsletter are announcements of staff birthdays, office anniversaries, weddings, the Doctor’s seminar schedules, patient advice, and a thought for the month, plus other items appropriate to the month we are printing (e.g.: holidays). We print the newsletter on colored paper and leave it at the front desk by our computer patient check-in.
The response so far has been very positive.
Thought for January, “A stumble may prevent a fall.”
Donna Blankfield, New Patient Coordinator
Office of Dr. Thomas Horrigan
Arlington Heights, IL“Children need love, especially when they don’t deserve it.” —From Heart Warmers, First Congregational Church, Marshaltown, Iowa 50158
Anonymous
We enjoy your newsletter more than you’ll ever know. We’ve used several ideas and love the inspirational and motivational concepts.
We send a quarterly newsletter to our patients. One of the highlights is the “Did You Know?” section. It highlights things of particular interest in the lives of our patients. Everything from Homecoming Queens to winners of horse shows. Also, of special mention, was our version of “Twas the Night Before Braces” written by our editor and creator, Cheryl Lovelace, for our December newsletter.
‘Twas the Eve before braces,
and all through the house
My teeth were so sore,
I felt like a louse.The spacers in place
‘Tween my teeth very tight,
with hope Dr. Koen
Would make my bite right.While Assistants are nestled
all snug in their beds,
Dreams of their patients
Danced in their heads.Dr. Koen in her home
with a gleam in her eye,
Had just settled back
For a good night rest...Now don’t dread tomorrow
I will be all right,
For we will take good care of you
it will be our delight.The day is finally here,
I arose with a panic,
I hurried to the office
and arrived kind of frantic.
The receptionist was smiling
I signed in with fear,
After a brief wait with worry
The time was now here!The appointment went well,
It flew by so fast,
Not a moment of pain
It was even a blast!My memories are Fading
It seems like a Dream,
My teeth are now Perfect
Thanks to Dr. Koen and Her Team!Happy Smiles to all and to all a Good Bite!
As a special treat for our referring top ten dentists, Rhonda Blankenship created some egg-shaped sugar cookies, which we placed in unique baskets filled with Easter candy and delivered to them the week before Easter. They were a hit!
It is a great honor for me to be a part of a profession where we not only get the opportunity to render a very special service to adults and children but also to see God use so many special gifts and talents in an unbelievable number of areas. We have the privilege of bringing happiness and self-esteem into the lives of others with sometimes just a smile or a special touch.
So, to all of those reading our note of encouragement: “Keep On Keeping On” and look carefully at each person whose lives you touch each day. You know what some folks say, “Do Not forget to entertain strangers; by so doing, some people have entertained angels without knowing it.”
“Angels can fly because they take themselves lightly.”
Keep flying high.
Ann
The Fleet of Dr. Mary Cay Koen
Goodlettsville and Gallatin, TNAfter each initial exam, I write to the patient, thanking them for visiting us and reiterating the great care they will receive in our office. I usually include stickers or McDonald’s certificates in the kids’ notes. I’ve had a really wonderful response from everyone. Seems like “kids” of all ages love to get mail.
Susan Kelly, Treatment Coordinator
Office of Dr. Tony Lovrovich
Kirkland, WANever ask, “Does it hurt?”
Instead, ask, “Is everything smooth and comfortable?”
Dr. Herbert A. Lippitz
Chicago, ILWe use a hot pink emergency information slip for any emergencies. This is clipped to the treatment card so the clinical staff knows this is an extra appointment unrelated to the routine appointment. The slip has several check-off boxes for common problems and a remark section where the actual problem was written down. These slips serve the vital purpose of differentiating emergency appointments from routine appointments. The slips are also kept and sorted at the end of the month so any emergency trends can be noted. This also helps us pinpoint any problem areas in our technique where we are having more emergencies than we should. This procedure is quite beneficial.
Dr. Earl Johnson
Mill Valley, CAWe have adopted a two-mile stretch of North Carolina highway to keep “Litter Free.” The state installed a big sign with our practice’s name at each end of our stretch, and patients frequently comment that they’ve seen us performing our quarterly pick-up duty.
Dr. Gary S. Jacobs
Greensboro, NCHere in Jamaica, punctuality is not a part of the standard vocabulary. It has been common practice here to treat this problem like you would the weather, where everyone talks about it but no one does anything. In one such conversation with a young garment manufacturer who employs 2000 workers, I was taken aback when he told me that his punctuality and non-attendance problems were virtually non-existent. He explained that he paid each employee a “punctuality bonus” just for showing up to work on time every day of the week. Arriving after starting time on one morning, the employee would lose half the bonus and non-attendance would result in the complete loss of the bonus.
I thought for a while about what to pay my office for a punctuality bonus and asked myself what it was worth to never worry about these problems again. I implemented this system in my office next week, and staff punctuality and non-attendance are no longer an issue.
If staff punctuality and non-attendance are a problem in your office—try it!
Dr. Jeffrey Meeks
Kingston, JamaicaOur office is familiar with treating referring doctors’ staff as a courtesy. At the consultation, the patient is given a coupon book with a financial summary and contract. Each month, the patient sends in the monthly coupon signed by the employer. This serves as payment for treatment. If employment is terminated, the patient is responsible for the unpaid balance. It’s a great way to let the dentists know about the service we offer their staff members while keeping our name continuously in view of their practices.
Melody Dolan, COA, Treatment Coordinator
Office of Drs. Jeffrey Schauder,
Richard Steinke and Michelle Laffey Koster
Green Bay, WIWhose Job Is It? This story is about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done, and Everybody was asked to do it. Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
Office of Drs. Jack R. and John R. Beattie
Winter Park, FLOur office had two Nintendo games on a table and two chairs for patients to sit down and play. The game area was in a closet-sized room directly off the main clinic. This area was in disarray, as the game hand controllers, game processing unit, and television were not fixed to the shelf. The cables were exposed and running in every direction, creating the appearance of chaos.
A Sega arcade unit appeared to be a good solution, but the cost of the two units that would fit into the space was about $5,200. I decided, instead, to design a three-game unit that would custom fit the space and allow any type of game unit to be used, not just Sega. My design used three 14” Sony TVs, which are great for video game graphics. It also provided storage space for items related to the games and had an arcade look and feel.
Three of the Sega arcade games for this space would have cost over $7,500. The unit I designed met all the necessary criteria and cost $2,500. The staff have appreciated the area’s neater appearance and having control of the volume via the TV remote control.
Dr. Keith Hilliard
Lakeland, FLEditor’s note. Thanks for the slides on this project. What a transformation!
When patients start treatment, we give them a T-shirt with our logo printed on it. We have both children’s and adult sizes.
Regina Good
Office of Drs. Robert and Ronald Good
Washington, PAWhen corresponding with the referring dentist and physician of record regarding a patient’s initial visit to our office, we enclose a silver mylar sticker for them to place on the patient’s chart. This sticker has our name and phone number and states that the patient is under orthodontic observation in our office. This enables the dentist or physician to contact us with questions regarding the patient’s dental needs or future treatment requirements.
Dr. Vincent E. Lynch
East Patchogue, L.I., New YorkI had some fun in San Francisco, and a great time at the AAO Conference! Thanks to everyone who spent their time, energy, and creativity in putting the conference together. I learned a lot and left with some tools that will make my job as scheduling coordinator more effective and fun! I met a lot of fun people and had the chance to get to know the friends I work with, here in the Eugene office, so much better.
I would also like to thank Dr. William Gray Grieve for being a great tour guide and host, and for taking all of us to the conference.
Deena
Office of Dr. William Gray Grieve
Eugene, Springfield, and Lebanon, OR“The most involved fact in the world could have been faced when it was simple, the biggest problem in the world could have been solved when it was small.” —LaoTzu
Dr. Ken Schmitt
Wilmette, ILI enjoyed reading the April ‘95 edition of the Nectar Connection, and it occurred to me that we do something in our office that may benefit other offices.
Many offices have “Welcome Aboard” bulletin boards posting photos of new patients with braces. We go a step further. At the consultation appointment (especially if both parents come), or the day the braces go on, we take a photo of the patient’s parents. This picture is placed on the front of the chart, which assists both front and back-office staff. Whoever greets the parent can immediately identify them in the office—no confusion about who belongs to the patient. This has also helped the front office staff identify individuals when needing to make appointments or financial arrangements.
We are looking forward to the next Nectar Connection.
Dr. Wendy Katz
Marietta, GADr. Adams takes a wax bite at each new patient exam, explaining that we like to make plaster models of people’s teeth. Most of our patients feel this is a step toward their greatest investment: a perfect smile.
Office of Dr. Blair Adams
Gloucester, Ontario
CanadaMy wife’s father and grandfather have this poem hanging in their office and home.
If you strike a thorn or a rose,
Keep a-goin’.
If it hails, or if it snows,
Keep a-goin’.
Tain’t no use to sit and whine
When the fish ain’t on your line;
Bait your hook and keep on tryin’—
Keep a-goin’.When the weather kills your crop,
Keep a-goin’.
When you tumble from the top,
Keep a-goin’.
S’pose you’re out o’ every dime!
Gettin’ broke ain’t any crime;
Tell the world you’re feeling prime—
Keep a-goin’.When it looks like all is up,
Keep a-goin’.
Drain the sweetness from the cup,
Keep a-goin’.
See the wild bird on the wing,
Hear the bells that sweetly ring,
When you feel like sighin’, sing.
Keep a-goin’.—by F.L. Stanton
Dr. Daniel Peavy
San Antonio, TXInstead of exchanging Christmas gifts among ourselves in the office last year, we chose to purchase gifts for a family less fortunate than ourselves. We invited our patients to join us if they wanted.
Our family had a wonderful Christmas thanks to some of our patients and our staff. We felt we received the greatest gift by being able to give to others this Christmas.
Dr. Fred Sputh and Staff
Lafayette, INWe produce a newsletter periodically for our patients to keep them informed about new procedures and helpful tips. One new technique is indirect bonding which allows us to place upper and lower braces at the same time. We also use new arch wires which are active up to six weeks. This allows patients to go longer between visits which means less time out of school or work.
Dr. Jim Bill Morrow
Abilene, TXEach month, we have a contest or giveaway for our patients. That way, they enjoy coming to their appointments and always have something to look forward to. Some examples have included a summer vacation postcard contest, a “Super Bowl” football toss, an Easter egg tree contest, and a pumpkin decorating contest.
Barb Booth, Scheduling Coordinator
Office of Dr. Peter Kuipers
Bloomington, MNHere’s a motivational idea that has worked to increase the number of daytime appointments: Incentivize patients who come in between 9 a.m. and 2 p.m. for more than 70% of their appointments by reducing their total treatment fee by 8%. At the end of treatment, this amount is either credited back or refunded.
Staff of Drs. Moreland and Stafford
Omaha, NEChristmas Gifts... What to Give the Dentists? Traditionally, we order hand-made, easy-to-store Christmas decorations from local craftsmen and deliver them to the dental community over the Holidays. Many favorable comments are received from the doctors and their staff when they decorate their offices with the past year’s decorations that we have given them.
Dr. Peter Bayer
Fort Walton Beach, FLAt our initial patient consultation, after we have examined the patient, we call the parent in to explain the present conditions. We then attempt to answer questions the patient and parents would like to ask before scheduling our diagnostic records. We also show them pre and post-treatment models of patients who have completed treatment for some of the same types of problems the new patient has. We have found that this often inspires the prospective patient in their decision to accept treatment.
Drs. George and Richard Tate
Salem, VAFor the last couple of years, we have used a great morale builder for our staff. At the beginning of the year, we draw names for our “secret pal.” Then, throughout the year, we exchange small gifts with each other. There is no set schedule, so we find ourselves pleasantly surprised by a “wee giftie.” So far, it has not become a financial burden because we try to limit ourselves to a small expense. It also always appears at our “desk” at a much-appreciated time.
It is nice to be surprised and noticed by one of our co-workers and helps to build a stronger team.
The Great Team at
Clayton Valley Orthodontics
Dr. Douglas J. Hudson
Concord, CAWe enter children with good hygiene in a monthly drawing. Gift certificates are awarded: 1st place—a local music store, 2nd place—an ice creamery, and 3rd place—Mc Donalds. Also, when a child comes out of braces, a candy bag with all the things they couldn’t eat while in braces is given to them.
Office of Dr. Walter Vuchnich
Concord and Mooresville, NCDon’t walk in front of me
I may not follow
Don’t walk behind me
I may not lead
Walk beside me
And just be my friend.—Camus
Agnes Schamber
Rapid City, SDOur greatest service as we enter relationships with our clients is “think and follow through...”
Drs. Wayne O. Sletten and John F. Lawson
Albert Lea, MNThe copy of the enclosed word search was developed to be used initially as ceiling art. Environments developed a 2 x 2 plexiglas frame. This allows for easy inserts of various posters or other pieces of art. This plexiglas frame fits most standard 2 x 2 ceiling tile positions. This placement over or near the reclined dental chairs has provided interest for the patient and, hopefully, a positive type of distraction. I have condensed the Tooth or Consequences puzzle and placed it on the enclosed card. We send it out to our patients following the construction appointment.
Dr. William H. Newhouse
Bloomington and Excelsior, MNLast Christmas, our doctors surprised us, yet again, with a beautiful act of kindness by giving us a $5000 budget to purchase exercise equipment for our new office. This is one of the many unique things they have done for our team. They always seem to find time to “check in” with each one of us to make sure all is well. They plan special dinners or other outings just to let us know how much they appreciate us. They make a point to recognize and acknowledge our strengths rather than our weaknesses. By their wonderful example, we have been able to develop a top-performance team that is not only loyal and loving to our patients, but to our doctors and to each other as well.
Staff of Drs. Rick Ellingsen and Diane Paxton
Spokane, WAHere’s a quote from The Tao of Pooh:
“Those who think that the rewarding things in life are somewhere beyond the rainbow...burn their toast a lot.”
Sue
Office of Dr. T. D. Carlyle
Edmonton, Alberta
CanadaIn our office, we treat our employees the same way we want them to treat our patients. Guess what? It works! Great staff and great patients!
Judi Felty, P.R. Consultant
Office of Dr. Paul O. Austin
Pensacola, FLOur families should come first.
Also...”It’s nice to be important, but it’s more important to be nice.”
Keep up the good work.
Drs. W. Morgan Davis, Arlon M. Petersen, and Nile M. Davis
Mesa, AZDuring this day and age, when people communicate through FAX machines and voice mail, our office tries to strive for a more personal touch. Each night, Dr. Snyder personally calls any patients who have had long or difficult appointments.
Every day, each staff member writes a personal note on a postcard and sends it to three patients they treated that day.
Staff of Dr. John R. Snyder
Cerritos, CARepairs. We do three types of repairs: CHEAP, QUICK, and GOOD. You can have any two. A good quick job won’t be cheap, a good job cheap won’t be quick, and a cheap job quick won’t be good.
Florence
Office of Dr. Byron W. Scott
Grand Rapids, MIWe recently attended a seminar in Nashville where Dr. Randall Bennett suggested writing down things that annoy you during the day on paper and putting them in your pocket. The staff reviews these “pocket notes” to keep the office problem-free. It’s working great for our office. Thank you, Dr. Bennett.
Shelley De Shazo
Office of Dr. Michelle Johnson
Bartlett, TNOur laboratory has a dry-erase board, which we use to list agenda items for weekly office meetings. Any staff member, including the doctor, can list ideas to improve the office, follow up with reminders of previous topics or ideas, or note anything of interest that may benefit the office. We have found this helpful for our weekly meetings. Perhaps others would, too.
Dr. Miller W. Gibbons and Staff
Wilson, NC“History shows that great general prosperity occurs only where something approaching a free economy has been reached and that prosperity always diminishes as government economic regulation increases. A free economy alone offers unlimited opportunity to all.” —Thomas H. Barber
“Millions today enthusiastically support policies that aim at the substitution of planning by an authority for autonomous planning by everyone. They are longing for slavery.”—Ludwig von Mises
We provide copies of the paperback book Patient Power in our reception areas. It clearly explains the absurdity of “managed care” and government-controlled health care. It provides an excellent alternative, which is the patient-controlled Medisave account. It is similar to an IRA with tax-free growth and withdrawals permitted for legitimate medical expenses.
The Medisave account would allow people to substitute low-cost self-insurance for more costly third-party insurance for small medical bills.
There are many other benefits which are well explained in the book. The authors are John C. Goodman and Gerald L. Musgrave. One hundred copies are available for $125 from Cato Institute, 1000 Massachusetts Avenue N.W., Washington, D.C., 20001. Toll-free phone number: (800) 767-1241.
Thank you for all the great ideas in the Nectar Connection.
Dr. John Goode
San Pedro, CAIn our hurry to be successful and busy, let’s not forget what a wise man once said.
“No success can compensate for failure in the home.” —David O. Mc Kay
W. Morgan Davis, D.D.S., M. S.
Mesa, AZSome moments happen when you say “yes” right up to the roots of your hair, making it worth having been born just to have it happen. If you throw your arms around such a moment and hug it like crazy, it may save your soul.
Sharon Winn
Winn and Associates
Bainbridge Island, WAHugging is healthy: It helps the body’s immune system, it keeps you healthier, it cures depression, it reduces stress, it induces sleep, it’s invigorating and rejuvenating, it has no unpleasant side effects, and hugging is nothing less than a miracle drug.
Hugging is all natural: It is organic, naturally sweet, no pesticides, no preservatives, no artificial ingredients, and 100 percent wholesome.
Hugging is practically perfect: There are no movable parts, no batteries to wear out, no periodic checkups, low energy consumption, high energy yield, inflation-proof, non-fattening, no monthly payments, no insurance requirements, theft-proof, non-taxable, non-polluting, and, of course, fully returnable.
—Contributed by Nancy Gluster, Coordinator for ICAN in Lancaster County
Dr. Frederick G. Preis
Bel Air, MDI am a Registered Dental Hygienist, and each year, I visit elementary schools to ensure that even the little ones start forming good brushing habits.
We also order school annuals each year, and our patients love them, especially the teenagers who have graduated.
Being a hygienist and working in orthodontics is very rewarding because I get the best of both worlds!
Patricia Smith, R.D.H.
Office of Dr. Keith Sellers
Charlotte, NCIf your office has not done this before, consider having “Junior Assistant Day” next summer. We aim to allow patients to learn about orthodontics from our perspective and enhance their treatment experience while promoting the practice.
Beginning in May, we placed a box with sign-up slips at the reception desk, along with a poster explaining the Junior Assistant Program and photos of previous year’s assistants. We select one winner each month during June, July and August. The winner spends one day in the office from 9 a.m. to about 2 p.m. (We’ve found 4 to 5 hours is about right.) They observe the various aspects of the office: clinic, lab, sterilization, and reception desk.
They learn how to type on the computer and schedule simple appointments. They also get to try their hand at mixing alginate or pouring plaster in the lab. They “glove up” and mostly observe in the clinic, which gives them a sense of working in the office.
The day's highlight is lunch with the staff and doctor at a restaurant of their choice. One Patient’s mother, a newspaper reporter, was so impressed that she wrote a story with pictures for the local newspaper. The response from parents and patients has been excellent. Today’s Junior Assistant may be tomorrow’s young orthodontist!
Office of Dr. Gary R. Wolf
Norwalk, OHWe have two satellite offices in addition to our main office. We often see main office patients in a satellite office, and to know which office the patient prefers for scheduling, we have found it useful to have a different-colored patient file folder for each office. The regular manila folder is for our main office, a blue file folder is for our in-town satellite, and a green folder is for our out-of-town satellite.
Debbie
Office of Dr. James M. Callender
Wichita, KS“Don’t miss the rainbow while looking for the pot of gold.”
Lisa Schamber
Mill Valley, CATo help maintain good communication, we post a written update and plan in our kitchen for staff to see. It is a rundown of the month’s events, including birthdays, anniversaries, and meetings. This allows all staff members to know what’s planned for the month and any changes.
Staff of Dr. Michael L. Runey, III
Charleston, SCOur office keeps a supply of greeting cards for all occasions. Whenever the need arises, we pick an appropriate card, everyone signs it, and we send it out. If a patient seems particularly down at their appointment, we will send them something funny or uplifting! Our patients appreciate the personal attention.
We think your publication is excellent! Please put us on your list.
Yvonne
Office of Dr. Homer W. Phillips
San Antonio, TXWhen mixing cement on a mixing sheet placed on a cold slab, put a dab of wax on the cold slab before you put the mixing sheet down. This helps to keep the sheet from slipping while you mix your cement.
We don’t know if anyone has heard about this yet, but we think it’s a great tip. Instead of purchasing tray cleaner to remove alginate from our impression trays, we use powdered dishwasher detergent. Mix 1/4 cup powder with 2 quarts of water and soak your trays. The detergent softens the alginate so well the alginate can practically be rinsed away! Try it!
Staff of Dr. Harold R. Connelly, Jr.
Stratford, CTTo keep non-patient days as productive as possible, we have set up schedules that outline times for training new staff members and cross-training everyone. This might include training on photos, phones, impressions, band fitting, recall, credit reports, and the list goes on. This way, every staff member is productive, and the much-needed training—that there otherwise never seems to be time for—is accomplished. We have found that it builds the “team” also!
Colleen T. Howard, Treatment Coordinator
Office of Dr. Randall Bennett
Salt Lake City, UTWe decided we were not generating enough excitement when our patients got their braces off, even though we gave them balloons and popcorn. So, we came up with a cheer that we all say together when we bring them their balloons. It goes like this:
Hooray, Hooray, Hooray
Today Is Johnny’s Big Day
It Seems To Him Such A Long While
He’s Waited For That Perfect Smile
Now, The Day Has Finally Come
And We Say To Johnny, Well Done!!!
Of course, we clap all the time and cheer. Most people think we’re a little crazy, but they get a kick out of it.
We certainly enjoy the Nectar Connection and hope this idea will add to it.
Glenda Fischer
Office of Dr. Richard L. Ingraham
Corpus Christi, TXMy father was an orthodontist for 40 years. One of his many pearls of wisdom that kept him excited with orthodontics and working at his best was, “Never let it rest until the good is better, and the better is best.”
Dr. Greg Campi
Red Bank, NJThank you so much for providing this valuable, useful publication; it is truly appreciated!
As a team, we have just finished our “Mission Statement.” This paragraph took three staff meetings and really focused our attention on what is truly important in our lives and profession: our patients. I, for one, got caught up in all my other responsibilities and can overlook this fact. I highly recommend the process if you and your office haven’t done this.
Our Mission Statement: Our mission is to positively affect the quality of life for each of our patients by helping them obtain their desires for a beautiful, healthy smile. As a team, we will strive to maintain a recognized reputation for providing excellent orthodontic care with extraordinary personal attention. We embrace the inevitable changes in our lives as an opportunity for growth. Only by being continuous students can we deliver the care our patients deserve. We will be valued by all who encounter us as the finest quality, patient-centered, environmentally conscious practice of orthodontics sought by those who share similar values and goals.
Dr. Thomas A. Iverson
Yuba City, CAComputers in the Ortho Office: We use Ortho II software, which has a patient sign-in module. There is no sign-in sheet—there is a sign-in computer! The patients love it, and it makes checking patients in easier. They type their last name in the computer and it locates their name and asks them to verify the address. Then, it tells them to brush their teeth and wait in the patient on-deck area, which we call the “Fun Zone.” We have a TV and run family videos there throughout the day. The PC in the clinic area lists patients who have signed in, letting the assistants know who to call in next.
Lorane Abari, Administrator
Office of Dr. Robin F. Abari
Diamond Bar, CAIf work were meant to be fun, it wouldn’t be called work, right? Wrong. Too many of us suffer from terminal professionalism. There is a perception that if you have fun, you’ll be considered irresponsible. Yet according to one survey, 96 percent of executives polled think that staff with a sense of humor perform better. And research shows that good times on the job can reduce stress and increase productivity.
To stay lighthearted, take occasional breaks with co-workers. Post a few favorite cartoons or a silly photo of the kids by your desk or use a joke-a-day calendar. Keep toys around: In my office, one co-worker hurls a Styrofoam brick at her computer when it acts up, while another uses a water pistol to threaten colleagues. Of course, be prudent: you don’t want to squirt the head honcho.
—Randall Osborne, Ph.D.
Florence
Office of Dr. Byron W. Scott
Grand Rapids, MIWe like to make our debonding appointments fun and something very memorable. We give patients a gift certificate for a free photo sitting and a 5x7 color portrait, popcorn delivered to their home, a congratulations cupcake, and we sing our own rendition of “The Debonding Song.” The whole staff performs this song in rap style:
This is a day to celebrate.
You’ve got a new smile and it really looks great.
Hey..Ho..Hey..Ho..(waving hands)
No more headgear or rubber bands,
Hallelujah, let’s clap our hands. (clap, clap)
Hey..Ho..Hey..Ho..(waving hands)
Now you’ll go, you’re finally free!
But send your friends to Dr. D!
(We point to Dr. D)
Hey..Ho..Hey..Ho..(waving hands)
Office of Dr. Don Dennington
Cape Girardeau, MOThank you to all the wonderful people at Hummingbird Associates for sharing so many terrific ideas through the Nectar Connection, and for all the effort you put into its publication. When I see it arrive in the mail, I look forward to some “quiet time” to sit down and really enjoy and appreciate the inspirational articles and practice-building tips.
Dr. Errol Yim’s farewell deeply moved me to his dear friend, Dr. John D. Parker. I’m sure Dr. Parker was lucky to have Dr. Yim as a lifelong friend. As I read the wonderful tribute, I knew many people must have benefitted from his kindness and caring ways. It was then that I knew this letter was long overdue.
I have worked as a treatment coordinator at Reichheld Family Orthodontics for six years. I am indeed the lucky one here. Dr. John Reichheld, Sr. has been a practicing orthodontist in Lowell for many years. He is an incredibly caring man, and this is truly reflected in the way he takes care of his patients, his staff, his family and his friends. Two of Dr. Reichheld’s sons, Jay and Steve, joined their father in the practice several years ago, making this unique office a true family orthodontic practice. We have a genuinely dedicated staff, and together, we have a lot of fun with our patients.
We have many contests in the office throughout the year and reward our patients’ efforts with “Patient Appreciation Days.” This summer, we prepared for our annual “Summer’s Officially Here!” trip to Canobie Lake Day. We took our patients, their families, and friends to a local amusement park and spent the day enjoying patients out of the office! In December, we rent a roller skating rink and do the same. Our patients look forward to these events, always asking what we will be up to next!
Our most rewarding event must be our participation in the “Making Strides Against Cancer” walk we have done for the past seven years. Our patients, their families, friends, and other dental and medical offices have joined us year after year for this worthwhile event. Many of the people who come along are cancer patients who are fighting this awful disease. Their courage and endurance never cease to amaze us. It makes you appreciate the wonderful gift of life and realize how just one act of kindness can make another person smile. Since 1988 we have raised almost $200,000 for cancer research, education and patient services for the American Cancer Society.
So, as you can see, the Reichhelds are really into creating smiles—whether by correcting an overbite or by spreading goodwill! I wanted to thank you for the Nectar Connection and let you know there is a caring, fun, dedicated orthodontic practice in Massachusetts called Reichheld Family Orthodontics. I just happen to be lucky enough to be a part of it!
Margo Tisdale, Treatment Coordinator
Offices of Drs. John N. , Sr., John N.,Jr., and Stephen J. Reichheld
Lowell and Westford, MAThe kids in our practice have enjoyed the blacksmith puzzles made by Tucker-Jones House, Inc. (P.O. Box 231, East Setauket, NY 11733 (516) 751-8960), in which they try to remove rings. They find this very fascinating, and it is an excellent way to have them enjoy their time in the office.
Dr. Glenn A. Burkland
Exton, PATo help decrease the maintenance for our vacuum and compressor system we use fluoride prophy paste as opposed to wax to block the arch wire slots while cementing our bands. Clean-up is easy and tastes better, too!
Keep up the excellent work.
Dr. Gregg Hipple
Offices of
Drs. Gregg Hipple and Tammy Meister
Cottage Grove, St. Paul and Eagan, MNTo help reduce overhead expenses, staple a small Ziplock baggie on each patient’s treatment card. Use this to keep the patient’s Niti, coils, bands, wires, or miscellaneous items that might be used again.
Molly Rogers, Clinical Coordinator
Office of Dr. Bill Robinson
Sherman, TXOur office has found a way to reduce the number of missed appointments each day. We call to confirm all our patients, which takes some time, but the parents appreciate the call to remind them. Our Treatment Coordinator calls to confirm all the new patients, observation/recall patients and the consultation patients
If a patient misses an appointment, we automatically book a new appointment and send them an appointment card with a message to call the office to confirm the new date and time. We allow adequate time for the mail to get to their homes. If a patient has missed an insert appointment, we call them immediately.
Anita Towell
Office of Dr. Janice Yip
Surrey, British Columbia
CanadaOur office recently held our annual Cookie Cook-off. We had a friendly but fierce competition to see who could bake the best cookie. We invited two neighboring offices to be the judges. Each staff member (Doctor included) baked. There had to be three dozen homemade cookies with the recipe included. Each judging office received a dozen cookies, and we kept a dozen at the office so we could taste-test the competition. This is always a lot of fun for our staff and the judging offices.
Darlene Durham, Treatment Coordinator
Office of Dr. Richard Talbot
Citrus Heights, CAWe encourage family participation at orthodontic visits, and many times we have multiple young siblings who accompany our clients to their appointments. Because waiting time can become “long” (even though we do provide a free “Centipede” video game), we have found a great way to keep the young and old alike entertained. We have a TV-VCR unit we’ve always used for patient education. Recently, we purchased “family type” movies like “The Lion King” and played them during our working day. By keeping the volume low, we have found that it does not interfere with patient/parent communication during check-out at the front desk or disturb those who wish to spend their time reading while they wait. Our goal is to continue to increase the size of our library as new, suitable movies are released, adding more enjoyment to the family orthodontic experience.
Jann Uhrmacher, Manager of Client Relations
Office of Dr. David L. Drake
Tiffin, OHHere are a couple of thoughts for the day:
“Success is not forever, and failure isn’t fatal!”
“You can never reach excellence unless you seek perfection.”
Dr. David F. Wemmer
Okeechobee and Vero Beach, FLMediation
Dentists, like other employers, should consider including in their personal policies provisions for mediation of employment disputes.
Neutral mediators are not empowered to impose decisions on parties. Instead, they are skilled at inducing parties to thoroughly vent differences, identify interests, and forego their solutions to problems.
Mediation is risk-free, non-binding, and confidential. Nothing said by anyone can be used against that person in a trial or arbitration if it does not work.
Some might ask, won’t the availability of mediation encourage complaints? One answer is, why not encourage complaints? Isn’t it better to bring them out in the open where they can be dealt with instead of having them fester?
As a part-time professional mediator, I can attest that mediation is an increasingly powerful technique for resolving disputes of all kinds.
If I were a dentist, I would also speak to my malpractice insurer to obtain approval to include a provision for mediating patient disputes in treatment agreements.
James R. Madison, Employment Lawyer
Orrick, Herrington, & Sutcliffe
San Francisco, CAI give all patients a Super Smile award at the debonding appointment. It is very easy to create using an award format in my word processing program (Microsoft Word) and within Print Shop Deluxe. They could also be printed, and the name and date could be hand-lettered in. I have enclosed a copy for distribution.
Dr. Joseph J. Kenny
New Fairfield, CTKaren,
Thanks so much for sharing through Hummingbird. Two quotes I often use:
To admit your ignorance is to exhibit wisdom.
—Ashley Montague
Everything comes to us that belongs to us
when we create the capacity to receive it.
—Rabindranath Tagore
Dr. Jerry Prohaska
Albuquerque, NMSuccess
For the best verse hasn’t been rhymed yet,
The best house hasn’t been planned.
The highest peak hasn’t been climbed yet,
The mightiest rivers haven’t been spanned.
Don’t worry and fret, faint-hearted
The chances have just begun.
For the best jobs haven’t been started,
For the best work hasn’t been done.
—Braley
Dr. Steven Short
Fort Lauderdale, FLWe’ve all had the experience of putting a patient in headgear and seeing incredible Class II correction in a very short period. We all know that is attributable to hitting the growth spurt exactly right. If you’d like to hit the growth spurt more often and maximize your efforts as well as the patient’s, think about learning how to use hand wrist films. This can be delegated to the records tech and can make headgear wear more like hitting a bullseye with a rifle rather than a shotgun. For those patients past their growth spurt, it can even alter your treatment plan. Call Celia at the AAO library for Dr. L. Fishman’s article from the 1982 Angle Orthodontist. If you need help, feel free to call me at (207) 873-7425 or orthodmd@aol.com.
Dr. Charles J. Ruff
Waterville, MEWe expanded our Dental Health Month school visitations in February to include March and April. For the lower grades, we read the story “Alley Alligator’s Awesome Smile” by Dr. Timothy McNutt, Sr. We demonstrated brushing and flossing techniques with an oversized brush and tooth model. We used a puppet we call Alley Alligator. We displayed a happy tooth surrounded by healthy foods and a sad tooth surrounded by junk foods. We had audience participation in a diet discussion and showed the film “Toothbrushing With Charlie Brown” for some classes.
Several schools have set up Health Fairs covering dental health, stress management, nutrition, and drug abuse. Our office was invited to do a presentation. For the middle school-aged children, we presented oral hygiene instructions and dental facts. For grades 6 and up, we have been showing the Disney Film Sean Marcee about smokeless tobacco.
We give all the students a pen or pencil and a toothbrush. This not only helps to build our practice but also keeps us involved in community service work. Our patients are always excited to see us at their schools, too.
Linda Slagle, Communications Coordinator
Office of
Drs. Stanley Pastor and Patrick Shannon
Tulsa, OKFor the past nine years, our office has had a Chuck E. Cheese party. Each patient is encouraged to bring one guest, who receives free game tokens, pizza, and drinks. Hopefully, the guest will become our future patient. Our office has found this to be an excellent marketing strategy. We are looking forward to our “10th Annual Party” next year when we expect 600-700 children!
Office of
Dr. Thomas F. Kaineg and Michael Insoft
St. Petersburg, FLOur office hosts two patient/family appreciation parties annually. We have a rollerblade and skating party in the spring, and in the late summer, right before school begins, we hold a pizza/pool party.
All of our patients, their families, and friends are invited, as well as referring offices in the area. We provide the activity and food, and our guests always provide the fun! Last year, a local TV station featured a short take on the pool party.
Beth Reimann
Office of Dr. Shanon T. Kirchhoff
Cape Girardeau, MOFor the last year, our office has been absorbed in building a new office, and it was far more work than we ever anticipated. We love our new home and think the immense effort will pay off in increased comfort and productivity in the years ahead. Everyone in the office worked together to complete the building and finalize the move. While we will be settling in for several more months, the memory that teamwork always makes the job little smaller remains. And then the team can enjoy the rewards!
Anita Goodson and Staff
Office of Dr. Joseph P. Goodson
Austin, TXGreetings from Canada!
We, too, have recipe cards for our patients to copy delectable recipes from the many cookbooks and magazines we have in our library. We have had our cards printed with the following: “Copied in the office of Dr. Terry Carlyle.” This is a reminder of where they got the recipe and, when friends ask for a copy of the recipe, our name is passed on again.
Sue Walker
Office of Dr. Terry Carlyle
Edmonton, Alberta
CanadaRisk
To laugh is to risk appearing the fool
To weep is to risk appearing sentimental
To reach out for another is to risk involvement
To expose feelings is to risk
exposing your true self
To place your ideas, your dreams before a crowd
is to risk their loss.
To love is to risk not being loved in return
To live is to risk dying
To try is to risk failure
But risk must be taken because the greatest hazard in life
is to risk nothing.
The person who risks nothing, does nothing, and is nothing.
One may avoid suffering and sorrow but simply cannot learn,
feel, change, grow.
Loving-living chained by attitudes the individual is a slave
and has forfeited freedom.
Only a person who risks is free.
—Author Unknown
Dr. J. Paul Anderson
Las Vegas, NVWe had a couple of summer contests for our patients. Patients sent a postcard for a bulletin board, and we drew a card at the end of summer. The winner received a $100 gift certificate to use at a local mall.
We also had a “Count the Pogs” contest with a jar filled with “fun” design pogs. Each patient got to guess the number of pogs in the jar. Before school started, the winner got the pogs, slammers, and game board.
Debbie Summers
Office of
Drs. Gene Lamberth and Karen Gaines
Dallas, TXWhen the summer season approaches, we contact the local Dairy Queen store and ask them to print up coupons for us. The coupons entitle our patient to one sundae, a flavor of their choice. We give these coupons to our newly banded patients and to patients that have had a difficult or longer appointment. It is our way of saying to our patients that we realize that it’s not always fun to come here, and we understand and appreciate their cooperation.
Barbara Bednar, Office Manager
Office of Dr. Paul W. Jorgensen
Bloomington, MNOur office has a brushing station where all active patients have their toothbrushes with their names on them. This gives everyone a chance to have clean teeth before an appointment and is especially handy during the school year.
Dr. Jeff Just and Staff
Manitowoc, WI 54220We have always sent “first banding” congratulatory letters to our starts, but we have recently begun sending thank you letters to those parents of our stars, thanking them for the confidence they have placed in us. This is also an excellent opportunity to ask for referrals of family and friends.
Donna Beaver, Treatment Coordinator
Office of Dr. Bill Robinson
Sherman, TXRecently, our office added another chairside assistant to our staff. To help her become familiar with the many items in our office, we photographed the hand instruments and pliers. On the back of the photos, we typed the name of the item and its use. Our new assistant used the photos like” flashcards” to review on her own, and it was amazing how quickly she learned.
Dr. Charles Gulland
Greenville, PAAt our office, we routinely send birthday cards to patients each month. However, we keep $15 gift certificates to our local Camelot music store on hand for the patients who have appointments scheduled on their birthdays. They are astonished and appreciative when Dr. Eckley gives them one following their adjustment.
Staff of Dr. L. E. Eckley
Beckley, Summersville and Oak Hill, WVRepair broken retainer wires by using open coil spring to hold two pieces together, then apply solder.
Drs. Don Guest and Laurence Stroud
Petaluma, CAIn these economic times, everyone tries to save money. If you utilize lip bumpers in your practice and want to save money, make your own. Using .045 wire, bend your lip bumper up and slide on shrinkable rubber tubing. This tubing is durable and won’t tear when sliding over the Wilson loop.
Dr. Joanne Collins
Toronto, Ontario
CanadaSince we have a tiny and personal office, we all have a chance to enjoy the Nectar Connection together, and believe me, we do! It’s reassuring to read that other offices do things as we do, and it’s a great source of new ideas. Here are a few we’d like to share:
When a new patient has made an appointment, they are asked to remember to bring their card to put in our special drawing box. They are then entered in one of our special event drawings. Once the winners are chosen, we buy gifts we feel the winners would enjoy. They are called and congratulated, and when they come in, we take their picture with Dr. Salem and their prize. The photo is placed on our winner’s door for all to see. It’s a great incentive for our patients. They keep, remember, and are often on time for their appointments. Also, it’s reassuring for new patients to see their friends in the photos.
Dr. Salem and a local photography studio initiated one of our latest endeavors. When patients have their braces removed, they are not only given a bag of popcorn they are also given a gift certificate to have a professional photo taken in the studio. One copy is for the patient and one for our “Wall of Fame.”
Christina Maxwell, Office Manager
Office of Dr. Donald Salem
Los Angeles, CAOur office appreciates and enjoys your newsletter very much. We would like to know if your readers have in-house labs and provide retainer insurance for their patients. We would like to provide retainer insurance for our patients and would appreciate help from any office providing insurance.
Thanks again for your great resource.
Jane Finkelstein, Treatment Coordinator
Office of A. Joel Gluck
Nashville, TNMy dear friends and relatives,
please listen to me
As I tell you the tale of a long-sought-for degree.
Do you wonder just when this quest was begun?
It was long, long ago in nineteen thirty-one.When fresh out of high school and
green as could be
I enrolled in the fall at old B. H. T. C.
After two years of study and concentration
I owned a Certificate in Education.It entitled me to begin teaching that year
And launched me at last on my chosen career.
I accepted a school and as then was the rule,
Taught all eight grades crowded
into a one room school.Those three years near Mission,
so quickly sped by
Instructing my pupils (some were bigger than I)
Then, next fall, I was happy, as happy could be
To be teaching at Cleghorn, near Rapid City.That was an eventful year,
when all’s done and said:
I became engaged and, the next June, was wed.
Many busy years followed and in between,
We acquired our children Bob, Dick, Mary Jean.I resumed teaching at Cleghorn, then,
thanks to kind fate,
I entered the city school system in ‘58.
I’ve enjoyed my work,
tho’ the pace has been dizzy,
With courses and study, I’ve been more than busy.Things have slowed a bit
now that the children are grown
The two boys are married and
have homes of their own
Mary will graduate from Brookings in June
And expects to accept a position real soon.But one thing pleases me above any other
The fact that, at long last, I am the grandmother
Of a very sweet little girl named Tracy Lynn
(To tell all her charms, I just couldn’t begin.)And “my cup runneth over” for at last,
thank heaven!
In this year of our Lord, 1967
My goal will be achieved, the 26th of May
Which will be my most longed for
Graduation Day.And of course I am happy and thrilled as can be
I think plaudits and honor are surely due me;
For it’s not been easy, as you plainly must see,
How by degrees and degrees—I earned
my degree.Agnes Schamber
Rapid City, SDEditor’s Note: And now, almost fifty years since Agnes wrote this poem, we praise this exceptional teacher who talked with each one of her first graders about their hopes and dreams on audio tape during the school year and gifted each cherished tape to the youngster’s parents as the school year drew to a close.
In keeping with our appreciation for our patients, our doctors gave each patient’s mother a carnation on the days before Mother’s Day. If the mother could not attend the appointment, the flower was sent home with the patient. We often take our mothers for granted, and this was just a small token from our staff to say “Thanks!”
Gina Simoneau, Receptionist
Office of Drs. Slater and Weiss
Downsview, Ontario CanadaLooking In A Mirror
Who is this little girl in my chair
Behind all those freckles and those big blue eyes.
So anxious, and a little scared.
Her teeth are like a crooked little white picket fence.
Her two front teeth, big, white and beautiful,
But they’re out on their own, leading her smile,
As if to show off.Today’s the big day.
The day she’s been dreaming of,
And the one she’s been dreading.
Worried, but full of anticipation and
excitement.
Will it hurt? What will they look like?She thinks of school and her friends.
What’s worse; “Bucky Beaver” or “Train Tracks”?
My heart aches when I think of how cruel
kids can be.I’ll watch her grow from this day on.
Her self-esteem and personality will develop
Along with her beautiful smile.
There will be good days and bad ones, and I
hope I can be of some reassurance for her.
I hope I can become her friend.But for today, she needs a tender touch and
A kind smile that says everything is going to be all right.
Why do I want to just hug all of
her worries away?Who is this little girl in my chair?
Why, it’s my reflection twenty years before.
This little girl is me.
Darlene Giese, Registered Dental AssistantOffice of Dr. Terry Carlyle
Edmonton, Alberta CanadaLast Christmas, we tried to think of the most meaningful and special gift we could give to our patients. Five hundred inexpensive bibles were purchased in an easy reading, modern translation, and in colors suitable for guys, gals, and adults.
Each bible was personalized with the patient’s name and date and inscribed “To a Special ‘Braces’ Patient.” These were signed with the doctor’s name and “The Orthodontic Staff,” all handwritten inside. Each of our scheduled December patients were offered a bible and, without exception, accepted with gratitude and surprise with expressions such as: “Wow! Thank you so much!” and a hug, “Wow, how sweet!” “How special!” “I can’t believe you’re doing this!” Even the “cool” teenage fellows: “Wow, cool!” We pray each will enjoy reading them!
Blanche Wilson
Office of Dr. G. Gene Wilson
Monument Valley, UTEvery fall, an LPN, the mother of two patients, comes to our office and provides flu shots for any staff member who wants to participate. It costs about $10 per employee, and it is excellent insurance against running shorthanded during the following winter. It’s not perfect, but it does take care of about 2/3 of the flu risk. Staff still get sick but rarely get the flu.
Dr. Charles J. Ruff
Waterville, ME“I thrive on admiration; it stimulates the mind.
We all might be more brilliant if everyone were kind.”
—From a perpetual calendar produced by Gayle Dustman of Bloomington, IL when she was President of the Illinois State Medical Society Auxiliary Alliance.
Dr. William K. Vanderwaal
Bloomington, ILEveryday Thanksgiving
Even though I clutch my blanket and growl when the alarm rings each morning, thank you, Lord, that I can hear. Many are deaf.
Even though I keep my eyes tightly closed against the morning light as long as possible, thank you, Lord, that I can see. Many are blind.
Even though I huddle in my bed and put off the effort of rising, thank you, Lord, that I have the strength to rise. Many are bedridden.
Even though the first hour of my day is hectic, when socks are lost, toast is burned, and tempers are short, thank you, Lord, for my family. Many are lonely.
Even though our breakfast table always looks different from the pictures in magazines and the menu is sometimes unbalanced, thank you, Lord, for the food we have. Many are hungry.
Even though my job's routine is often monotonous, thank you, Lord, for the opportunity to work. Many have no job.
Even though I grumble and bemoan my fate daily and wish my circumstances were not so modest, thank you, Lord, for the gift of life.
Linda Lunsford
Office of Dr. H. Leon Clendenen
Los Alamos, NMTo improve lab efficiency, we have used the following procedures: a 4x6 pre-printed lab ticket (sample enclosed); install a wall panel to hold plastic bins for lab work; utilize plastic bins in three colors: red for the study model for a treatment plan, yellow for appliances, blue for finished models.
Dr. D. Mark Babcock
Newport News, VAChildren Are Like Kites
“Children are like kites. You spend your lifetime trying to get them off the ground. You run with them until you’re both breathless—they crash, you add a longer tail, they hit the rooftop—you pluck them out of the spout—you patch and comfort them, adjust and teach, you watch them lifted by the wind and assure them that someday they’ll fly! Finally, they are airborne but need more string, and you keep letting it out. With each twist of the ball of twine, there is a sadness that goes with the joy because the kite becomes more distant, and somehow, you know that it won’t be long until that beautiful creature will snap the lifeline that bound you together and soar as it was meant to soar—free and alone.”
Dr. Arthur A. Dugoni
Dean and Professor of Orthodontics
University of the Pacific School of Dentistry
San Francisco, CAHi Karen—the Nectar Connection is a compendium of wonderful ideas. “Happiness is to be dissolved into something complete and great.”
Dr. Gerald F. Prohaska
Office of
Drs. Robert M. Lutz and Gerald F. Prohaska
Albuquerque, NMWe have the patient’s treatment charts color coded by type of treatment. Phase I or partial treatment are blue; Phase II, or full orthodontic treatment, are white; orthognathic or special treatment cases are yellow. When the schedule gets busy or hectic, we know at a quick glance what treatment the patient is receiving. This can prevent mistaking partial for full treatment or allow a unique treatment regime for special cases.
Debbie
Office of Dr. Jim Callender|
Wichita, KSA thought for the day: It takes rain and sunshine to make a rainbow.
Office of Drs. Ellingsen and Paxton
Spokane, WAWe have several marketing functions working in our office. Every month, we have a game for the patients to play. These are usually guessing or matching games. Winners are given $25 “Smile Bucks,” which they can use to purchase merchandise in our “Smile Store”. We also have an annual Easter Egg Hunt and Halloween party for the patients, their families, and friends. When patients get their braces off, we give them a coupon to a photo studio called Glamour Shots, which also provides free hairdo and makeup for the sitting. Glamour Shots sends us proof of our patient, and we select an 8x10 or 16x20 print to hang up on our wall. It’s a nice way to show off our services.
Another tip: You can make small quantities of color brochures inexpensively and easily using Paper Direct’s preprinted papers and page layout computer software. Their number is (800) A-PAPERS. I use them extensively to make brochures for two-phase orthodontics, mail holiday postcards to patients, and many other uses.
Lorane Abari, Administrator
Office of Dr. Robin F. Abari
Diamond Bar, CAA small tip about Alastics: To make it easier for patients to choose which color Alastics they want (and to prevent them from digging around in the drawers), we have made up a card with our Trutain machine with a small section of each color. Each section is placed on the machine in a particular order, and then a piece of Trutain is sucked down over the sections to make the selection card. Make sure the Trutain material is good and hot.
Dr. John X. Cordoba
Sanford, FLConverting the new patient from the initial exam phase into active treatment is the most critical part of the orthodontic internal marketing scheme. This conversion is accomplished most consistently if everyone who interacts with the potential patient or responsible parent asks themselves a few simple questions:
• What does this patient/parent need from me and my practice team?
• How can we meet those needs?
And follow that by:
• Asking questions that allow the patient/parent to clarify their reason for seeking orthodontic health care.
• Listening actively to the patient/parent agenda and expectations.
• Explain clear and succinct the way in which your practice team can meet the stated needs.
Consumers seek orthodontic health care for a variety of personal reasons. Some are interested in dental health issues, others in dento-facial cosmetic improvement. Some have a need to know, in detail, the mechanical devices to be employed. Others may be interested only in “how long and how much.” Exhaustive presentation of irrelevant materials may cause “circuit overload” and result in deferral of the decision to proceed with treatment. By identifying and addressing, in a positive way, the specific needs and expectations of each patient, we can shorten the pathway to commitment and maximize the conversion rate.
Dr. Bill McNeill
Mammoth Lakes, CADear Friends,
Enclosed is a poem that would be appropriate for the Nectar Connection. Please continue to send me this fine publication. Best wishes for continued success and happiness!
Drinking From A Saucer
I’ve never made a fortune
And it’s probably too late now.
But I don’t worry about that much.
I’m happy anyhow.
As I go along life’s journey
I’m reaping better than I sowed.
I’m drinking from my saucer
‘Cause my cup has overflowed.Ain’t got a lot of riches,
Sometimes the goings rough.
But I got a kid that loves me.
That makes me rich enough.
I just thank God for His blessings,
And the mercy He has bestowed.
I’m drinking from my saucer
‘Cause my cup has overflowed.And I remember times when things went wrong
And my faith got a little thin.
But then all the dark clouds broke
And the old sun broke through again.
So Lord, help me not to gripe
About the tough rows I have hoed.
I’m drinking from my saucer
‘Cause my cup has overflowed.And if God gives me the strength and courage
When the way gets steep and rough,
I won’t ask for other blessings
I’m already blessed enough.
And may I never be too busy
To help another bear his load.
Then I’ll keep drinking from my saucer
‘Cause my cup has overflowed.—Author Unknown
Dr. Rusty Bullock
Doyalstown, PAFor Mother’s Day, we featured a bulletin board with a poem by our receptionist, Kathy Hogan. We made small copies and attached an embroidered “#1 MOM” sticker for the patients to give to their mothers. This is the poem:
Mothers are special
as everyone knows.
They comfort, protect
and wipe runny noses.“Mother knows best”
is an old cliche,
But who else can
kiss boo-boos away.Some moms bake cookies
and some have careers,
But they’ll always be there
To wipe away tears.So for all mothers
and grandmothers, too,
you’ve done a great job
and we applaud you.Dr. Barbara Utermark and Staff
Martinez, GAFor those patients who have trouble remembering how to wear their inter-arch and intra-arch elastics, place colored Alastics (elastomeric modules) on those teeth that have the elastics on them, or place a different elastic than the other teeth have.
Dr. Iris Kivity-Chandler
Toronto, Ontario Canada
Excellence vs PerfectionExcellence is the willingness to be wrong.
Perfection is being right.
Excellence is risk;
Perfection is fear.
Excellence is powerful;
Perfection is anger and frustration.
Excellence is accepting;
Perfection is judgment.
Excellence is giving;
Perfection is taking.
Excellence is confidence;
Perfection is doubt.
Excellence is flowing;
Perfection is pressure.
Excellence is journey;
Perfection is destination.
Excellence is surrender;
Perfection is consuming.
Excellence is trust;
Perfection is selfishness.—Author Unknown
Dr. Loring Ross
Myrtle Beach, SCAt the check-in counter, we have a plastic board about 4” x 7”. Happy birthday is printed on all sides in different colors. An Orthotrac-generated birthday list of names listed alphabetically is reduced on the copy machine to fit on the card. The month is noted at the top of the paper, which is trimmed to fit underneath the plastic. Extra names are taped to the back of the first list, and “over” is noted at the bottom on both sides.
Patients are always looking at the list to see what names they recognize. The process doesn’t take over 5 minutes per month, so it is well worth the time.
Dr. Daniel Peavy
San Antonio, TXDear Karen,
You asked me to explain the PAC (Pre-Authorized Checking) System for your Nectar Connection readers:
The PAC System is an easy method to incorporate into the case presentation to collect payments on time every time.
It is the most flexible and non-threatening approach to patient financing available on the market. The patient signs a pre-authorized release form, which is faxed or mailed to Sharper Concepts, where checks are re-created and sent to the practice to arrive on or before the due date. The practice enters the payment into their system and deposits the check into their bank. In turn, the check will appear in the patient’s checking account. The main benefits incurred are increased cash flow, reduced labor and collection costs, and providing a flexible financing alternative while still maintaining the patient relationship.
Pre-authorized checking is utilized in various ways depending upon the financial philosophy of each practice. Patients love the system because they don’t have to worry about remembering to make their payment, it avoids a late fee, and no one has access into their personal checking account. Practices love it because it avoids coupon books, eliminates collection activity, offers flexible financing, and for a dollar per check draft is a cost effective method of collecting payments. The PAC System is another tool used to provide a flexible financing alternative.
Natalie Sharp
Sharper Concepts
Woodstock, GAWe just tried the “Guess That Smile” contest suggested in a previous Nectar Connection. It worked very well.
Dr. William Hyman
Montebello, CASome people wait until a relative dies and then sit down to write an obituary. While visiting my in-laws recently, I decided to compose this letter of appreciation about my mother-in-law while she is still alive and healthy.
Born June 4, 1904, Iris was raised on a farm north of Seattle. This dear little lady (who only stands 4' 10" tall if she’s standing on her tiptoes!) knows the name of every flower, bush, and tree and loves them all. She used to pour over nursery catalogs like some people read the Wall Street Journal.
Iris taught the first grade for years while her husband was the Superintendent of Schools. Her classroom was always the favorite, filled with animals from chickens and rabbits to guinea pigs and salamanders. The animals gave birth to babies while the children listened to the cries of the mother, and Iris explained the pain of childbirth. Lesson plans were woven around these experiences. She worked hard during those years, for no lesson plan was ever used again...everything kept changing!
Thus, her students were never bored. They learned how to read by dictating a story, which she would turn into a book, and they then would read. No teacher’s helpers to correct her papers! She corrected her own to know what the students needed to review.
Later in life, when she and Grandpa left the Washington coast and built their home in Kalama, Washington, Grandma used to teach pottery. She even taught herself chemistry so she could make her glazes. And my home is filled with her artful creations.
Now, as her hearing has diminished and she moves a little slower, she’s the quintessential grandmother, preparing banana cake in case we should stop by, constantly knitting sweaters and afghans for children and grandchildren, always ready with a wisdomette (a little gem of wisdom).
But the one thing I appreciate over all else is how grateful I am to have a mother-in-law who loves me through thick and thin, regardless of the times I come to visit, the gifts I bring or don’t bring, and the crazy countries I travel to. Even though the divorce 17 years ago, she was unwavering in her love and support for Tom and me. Never has there been an unkind word, a blameful message, a withholding of her love. Now, she’s no longer my mother-in-law in the true sense of the word, but the bond is firm.
Ninety-one years old, and she and Grandpa still live in their own home. While Grandpa pushes the lawn mower up and down the hills of their half-acre property, Iris cooks delicious meals (often with homegrown vegetables), writes letters to friends and family, and reads every book she can borrow from the library. She dresses in contemporary fashions, loves Nordstrom’s, and thinks nothing of inviting family and friends for dinner.
Some day, this precious soul’s life will end, and we will be consumed with our grief instead of rejoicing that we have lived our lives on earth at the same time as this extraordinary woman—how incredible God’s plan! Iris, I love you dearly.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAOur templated “Dr. Time” schedule dictates the number of appointment times of each type available for any given week. To evaluate and track our appointment availability each week, we “ask” our computer how many appointments of each type are available in each of the upcoming six weeks and post a chart of these numbers in our treatment area
This keeps us from requesting appointments that aren’t available, so our scheduling coordinator doesn’t have to make as many decisions.
Dr. Michael W. Sheets
Corvallis, ORWe truly enjoy your newsletter and look forward to each and every issue.
One organizational tip we would like to share with your readers is that we have found it helpful to use a flow sheet for our patients while getting them into our system. This way we can eliminate any loose ends that may go unnoticed.
The flow sheet covers the step-by-step process from the examination through the banding and incorporates checks and balances for correct computer data, financial information and insurance billing, appropriate referral scheduling, and communication with referring doctors. This quick and easy process has streamlined our new patient system.
We would be happy to share a copy if anyone is interested; especially our Orthotrac friends, who may call our office at (209) 229-2020.
Thanks again for your continued quality and informational newsletter.
Jeanne Gordon, R.D.H.
Office Manager/Treatment Coordinator
Office of
Drs. Greg Nalchajian and Velma Dyck
Fresno, CADid you read the card depicting the child sitting on Santa’s knee saying, “Let’s see now, did I mention world peace? And, of course, I would like cures for all the horrible diseases in the world, places for everyone to live, an end to all hatred, a spiritual awakening for everyone, a solution to pollution, and for me, maybe just a few little trinkets. You know what I like. You choose.”
As the holidays approach, the Hummingbird staff joins me in wishing you and everyone dear to you a joyous holiday season. We hope you get everything you want for Christmas!
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAWe have a Blue-fronted Amazon parrot in our operatory who says, “Straight is great,” among other things. Our patients, their parents, and friends who visit the office look forward to talking with the bird, whose name is Archwire, but we call him Archie.
I look forward to receiving your book. I’m sure it will be filled with great thoughts and ideas for our office.
Dr. Lee Anschuetz
Rochester, MIThe old adage, “You can’t really understand a person until you walk a mile in their shoes,” was clearly demonstrated in our practice during a three-day cross-training session in the manufacturing of ortho appliances.
Our CDA, X-ray tech, Financial Coordinator, and TC hats were put aside for a three-day wire-bending, acrylic-pouring, Essex-generating party! Throughout the training we all acquired a sense of understanding of what our lab technician’s responsibilities include, as well as an appreciation for the level of creativity and patience required to construct the perfect appliance.
To his credit, our orthodontist recognizes the value of unlimited cross-training and the importance of having other individuals in practice ready to help out when the need arises, and we have not limited its goal of cross-training to the lab area. We have been encouraged to learn about all the aspects of the practice, resulting in a stronger sense of teamwork and commitment to sharing the workload.
Thanks to Dr. Takasaki’s global vision in practice management and his unique style of encouraging his team to pursue continued education, the ideas are many, and the problems are few.
Jamile Amery, Financial Coordinator
Office of Dr. Stanley Takasaki
Abbotsford, BC
CanadaThere was a definite quiver in Chase’s lower lip as he followed his mother down the long, descending sidewalk to the parking lot at the orthodontist’s office. This would be the worst summer of any 11-year-old boy had known.
The doctor had been kind and gentle with him, but the time had come for him to face the reality that he would be fitted with braces to correct a misalignment of his teeth. The correction would hurt; he couldn’t eat hard or chewy foods, and he thought he would be made fun of by his friends. No words passed between the mother and son as they drove back to the small country home. It was only 17 acres, but it was a sanctuary for one dog, two cats, a rabbit, and many squirrels and birds.
The decision to have Chase’s teeth corrected had been difficult for his mother, Cindy. Having been divorced for five years, she was the sole provider for her young son. Little by little, she had saved up the $1500 required to have his teeth corrected.
Then, one sunny afternoon, the person she cared for the most, Chase, fell in love. Chase and his mother had visited the Rakers, who were old family friends, at their farm about 50 miles away. Mr. Raker took them out to the barn, and there she was. She held her head high as the trio approached. Her light mane and tail rippled on a gentle breeze. Her name was Lady, and she was everything a beautiful mare should be. She was saddled, and Chase had his first taste of horsemanship. There was an instant attraction that seemed to be mutual.
“She is for sale if you want to buy her,” Mr. Raker had told Cindy. The $1500 she had saved would fix Chase’s teeth or buy Lady for Chase, but it wouldn’t do both. Finally, she determined that getting the braces was the best long-term decision for Chase. It was a tearful decision for both mother and son. But Cindy promised to take Chase to the Raker farm to see Lady and ride her as often as possible.
Chase reluctantly began his long, tortuous course of treatment. With little courage and a low tolerance for pain, Chase submitted himself to the expanders' impressions, fittings, and never-ending turning. He gagged, cried, and pleaded, but the orthodontic correction went ahead. The only shining moments of Chase’s life that summer came when his mother took him to ride Lady. There, he was free. Horse and rider would go galloping into the extensive pastures and a world without pain or suffering. There was only the steady rhythm of the horse’s hooves on the sod and the wind in his face. Riding Lady, Chase could be John Wayne, “tall in the saddle,” or one of the knights of old, off to rescue the fair maiden in distress or anything his imagination let him be. At the end of his long rides, Chase and Mr. Raker would rub down Lady, clean her stall, and feed her, and Chase would always give his new friend lumps of sugar. Cindy and Mrs. Raker spent their afternoons together making cookies and lemonade and watching Chase ride his new best friend.
The goodbyes between Chase and the mare lasted as long as Cindy would permit. Chase would hold the horse’s head in his hands, then rub her shoulders and comb his fingers through her mane. The gentle animal seemed to understand the affection given to her and would stand patiently, now and then nipping at his shirt sleeve. Each time they left the Raker farm, Chase feared this might be his last look at the mare. Lady was, after all, for sale, and the market was good for that quality of riding stock.
The summer wore on with repeated turning of the expander in Chase’s mouth. He was told that all of the discomfort would be worth it because this would make room for his undescended teeth to come in. Still, there was the agony of food particles trapped by the appliance and that ever-constant pain of his facial bones stretching. The $1500 would soon be used up on his dental work, and nothing would remain with which to purchase the mare he loved so much. Chase asked his mom countless questions, hoping for an answer that would eventually satisfy him. Could they borrow the money to buy the mare? Would Grandpa help them buy her? Could he get a job and save his money to buy the horse? His mother fielded the questions as best she could. And when all else failed, she would quietly slip away to shed her tears, that she could not provide for her only child's wants.
A crisp September morning he brought the opening of school, which also brought the big yellow school bus to the end of the lane at Chase’s home. The schoolchildren took turns recounting the things they did during summer vacation. When his turn came, Chase talked about other subjects, but he never mentioned the golden-colored mare named Lady. The last chapter of this story had not yet been written, and he feared how it would end. The battle with the stretching appliance in his mouth had been won, and the less intrusive retainer had taken its place.
With eager anticipation, Chase looked forward to the third Saturday, when his mother had promised to take him to the Rakers’ to ride Lady. Chase was up early on the appointed day. He fed his rabbits, dogs, and cats and even found time to rake leaves in the backyard. Before Chase and his mother left the house, he filled his jacket pocket with sugar cubes for the golden-maned mare, who he knew would be waiting for him. It seemed an eternity to Chase before his mother turned the car off the main road and down the lane to the Raker farm. Anxiously, Chase strained his eyes to glimpse the mare he loved so much. As they drew closer to the farmhouse and barns, he looked, but Lady was nowhere to be seen. Chase’s pulse pounded as he looked expectantly for the horse trailer. It was not there. Both the trailer and horse were gone. His worst nightmare had become a reality. Someone had indeed bought the horse, and he would never see her again.
Chase began to feel an emptiness in the pit of his stomach that he had never known before. They got out of the car and ran up to the house's front door. No one answered the doorbell. Only the big collie, Daisy, was there with her tail wagging to greet them. While his mother sadly looked on, Chase ran to the barn where the mare had been kept. Her stall was empty, and the saddle and blanket were also gone. With tears streaming down his cheeks, Chase returned to the car and got in. “I didn’t even get to say goodbye, Mom,” he whimpered.
On the drive home, Cindy and Chase sat quietly with their thoughts. The wound of losing his friend would slowly heal, and Chase only hoped that the mare would find a good home with someone to love and care for her. She would be in his prayers, and he would never forget their carefree times together. Chase’s head was bowed, and his eyes closed as Cindy pulled into the driveway of their home. He did not see the red, shiny horse trailer by their barn or Mr. Raker standing beside his blue pick-up truck. When Chase finally looked up, their car stopped, and Mr. Raker opened Chase’s door. “How much money have you saved up, Chase?” he asked.
This could not be real. Chase rubbed his eyes in disbelief. “Seventeen dollars,” he answered in a halting voice.
“That’s just what I wanted for this mare and trailer,” said a smiling Mr. Raker. The following transaction would have rivaled any on record for speed and brevity. In only moments, the new, proud owner climbed into the saddle astride his beloved mare. Horse and rider were soon out of sight around the barn, headed for the open pasture beyond. Mr. Raker never explained his actions, except to say, “This is the best I have felt in years.” —Bruce Carmichael, from A 2nd Helping of Chicken Soup for the Soul, by Jack Canfield and Mark Victor Hansen. ©1995 Health Communications, Inc., Deerfield Beach, FL.
Lori Garland Parker
Former Hummingbird Clinical Consultant
Marina del Rey, CA -
In addition to the Nectar Connection, another form for the exchange of ideas within the Orthodontic community is now available. This one is on the INTERNET! For those with Compuserve, America Online, Internet, etc. Send an E-mail message to LISTSERV@VM.USC.EDU. The message should read SUBSCRIBE ORTHOD-L (first name) (last name).
Dr. Greg Hoeltzel
Orthodontic Consultants of Saint Louis
St. Louis, MODear Karen and Team:
Thank you so much for all your kind participation with our staff. We have certainly enjoyed having you help our practice and meeting you all personally. We cannot say what a positive influence both your talents and your personalities have had upon us as a practice and as individuals.
John F. Kalbfleisch, D.D.S.
Village Centre Orthodontists
Mississauga, Ontario, CanadaEditor's Note: We have also enjoyed working with you, Paul Levin, and Fred Murrell. It has been an exceptional treat. We look forward to participating in your continuing success.
Hello from France and Normandy.
Patients can win various gifts (T-shirts, baseball caps, wallets, lapel pins).
We decided they could also remember the children who are war victims. So, we drew a large crutch on a board. The counters are stuck on the crutch to cover it. When the crutch is completely covered, we donate to Handicap International, an organization that helps handicapped children.
Our patients are very generous and enthusiastic about this idea.
Yours sincerely,
Dr. Xavier Calvez
Saint Lô, SpainTo remove clear brackets, have the patient hold hot water in their mouth for 30 seconds. Then, dry the brackets with warm air. They should come right off.
Dr. Marvin Stephens and Staff
Tyler, TXRecently, Dr. Steven H. Tinsworth, an orthodontist in Bradenton, Florida, received a letter from MetLife Network, the Managed Care Services arm of Metropolitan Life Insurance Company. The letter indicated that MetLife and Travelers are combining to significantly increase managed dental care capability. They offered Steve an opportunity to participate with no claim forms, no participation fees, and a $2000 maximum fee for comprehensive orthodontic treatment.
As a friend of Hummingbird Associates, Steve said we could reprint for our readers his response to MetLife Network:
Dear MetLife:
Your plan is an economic joke, as presented to Florida Orthodontists. Goofy, rather than Snoopy, should be your spokesperson.
Your "competitive" fee schedule is about 50% of UCR for varied malocclusions in Florida.
I'm sure you also know that the overhead cost in dentistry (vs medical care) is 65-75%.
You are asking dentists to lose money. Don't you think that someone who agrees to your plan is a slow learner who a) will not be involved long and b) will find a way to milk your plan to compensate to the detriment of the patient and, ultimately, the plan? Both cases involve working with a class of dentists that your Board of Directors would never accept as quality care.
You are not in the business of managing care but managing health care insurance premiums.
You are doing a disservice to all parties by promoting this to the public.
Write me again in five years and tell me how successful your program is. My bet is I will never see your letter because the socio-economic principles of history do not support getting value paid for by less value and making it work.
Sincerely,
Steven H. Tinsworth, DMD
Bradenton, FLAt our front office, we keep our staff introduction/greeting manual. We give this to the parents of our initial exam patients so they can browse it while waiting to be called in. This is a brief but excellent way for our patients/parents to familiarize themselves with our office. Contained in the manual are short explanations of the initial appointments in the office: the exam, records, and consultation, as well as our fee policy. This is followed by one-page personal/professional histories of the doctor and the employees, accompanied by personal photos of each.
A neon blackboard is hung in our records room where we write our alginate “flavors of the week.” We have cute nicknames for each flavor and are artistic in drawing up the menu. Younger patients like it, while some adult patients keep requesting Piña Colada. Either way, it makes things a little more interesting for the patient.
Office of Dr. Joel Huth
Madison, WIWe also have the back of our business cards printed. The phrase is, “When love and skill work together, expect a masterpiece.”
Debbie Summers, Administrative Assistant
Office of Dr. Terry Daugherty
Carrollton, TXA billion is a complex number to comprehend, but one advertising agency did an excellent job of putting that figure into perspective in one of its releases:
A billion seconds ago, it was 1951.
A billion minutes ago, Jesus was alive.
A billion hours ago, our ancestors were living in the Stone Age.
A billion dollars ago, it was only 10 hours and 20 minutes, at the rate Washington spends it.
—Agency Biz
Dr. Ken Schmitt
Wilmette, ILWe have started mounting our patients’ finished smile pictures taken with their doctors on a card that says, “Celebrate Your Braces Are Off.” We use the photo mounting tabs on the corner of the picture and put them inside the card.
We add this to the goodie bag and certificate for a professional photo, which we give them at their band removal appointment.
Linda Slagle, CDA
Office of Drs. Pastor and Shannon
Tulsa, OKWe are having a baby picture contest, in which our patients try to match up the pictures of then and now for each staff member. We have named the contest “Baby Face.”
Dr. Robert Leff and Staff
Springfield, MATo help with poor hygiene and lessen broken brackets, we implemented a rule that states, “If your teeth are clean and nothing is broken, you may feel free to choose the color for your elastic tie.” We have a color choice card and this rule on the side of each unit.
Jewel Cousins
Office of Dr. Robert Morley
Harahan, LACheck if your local schools schedule a career day for the school year. If they do, encourage your doctor and staff to sign up to be a guest speaker. You will find that you enjoy it just as much, if not more, than the students.
Anonymous
Dear God,
Please send your love into the hearts and minds of all this world's men, women, and children. I ask that you forgive us all for our erroneous thoughts and beliefs. Forgive our ignorance and mistakes in thinking there are many gods when, in reality, there is only You (Editor’s Note: the exception would be for Hindus).
Help us open our eyes to our mistakes in abusing our land, minds, and hearts. Help each of us as we seek to correct the conditions and thoughts that prevent us from seeing the light, which is Your love.
God, help each of us correct our own lives, those areas that need to be changed, and most of all, give us the wisdom to see the difference. We ask God that as each of us works on himself, this will help the collective consciousness of mankind. May this soon be the normal way of thinking, and may mankind think only of You and Your love.
Send Your peace into the world and into those areas torn apart by wars. Help each one reflect Your peace in their heart, mind, and life. I surrender all that I am to You, God. I surrender all I hope to be and all I can be to Your love. Thank you, God, for hearing my prayer and for your answer.
Amen.
Messages to our Family
Annie and Byron Kirkwood
Dr. Ron Cummings
Tallahassee, FLFor the summer, we had a postcard contest and put up a world map and a United States map. The patients put a flag indicating their vacation destination. We also have an additional area for camps and Disneyland, so almost everyone will be able to participate. It is a great deal of fun seeing where everyone is going.
Dr. Frederic Warren
Dr. Leonard Warren
San Francisco, CAHere are some ideas we use in our office:
1. We give a cupcake and an inflated balloon to patients whose birthdays are during the month of their appointments.
2. We send flowers in a HALTOM ORTHODONTICS coffee mug to referring patients and dentists.
3. Part of our removal gift pack is a gift certificate to a professional photographer for a free sitting ($25.00 value). The photographer sends us one 4x5 photo and receives business from patients who order photos. Our only cost is printing the gift certificates.
4. We keep battery-operated electronic games in the patient’s chairs.
5. We put together a scrapbook of our Dr. and staff so patients can get to know us better.
6. We keep various CURRENT magazines and yearbooks in our waiting areas.
7. Thank you’s and other friendly notes from patients go under a glass cover on our breakroom table.
8. Dr. Haltom’s license plates on his vehicles read YRBNDR and STR8TTH
You figure them out!
—Dan Millman
Rachelle Apol, Front Office
Dr. Tucker Haltom
Albuquerque, NMMany offices are located close to military posts or bases. As a former military orthodontist and now civilian practicing near an army installation, let me offer some helpful hints on cultivating that business.
1. The Dental unit has monthly continuing education meetings at many locations. Attend these when possible--better yet, offer to speak.
2. Most installations have monthly newcomer briefings. Ensure your local Chamber of Commerce distributes fliers from your office or distribute them yourself.
3. Subscribe to the local installation publication and have it in your reception area. (Better yet, read it each week to learn about issues on that installation.)
4. Join local corporate sponsorship organizations which sponsor picnics and other activities for military units.
5. Make sure your business staff is familiar with military-related items such as a leave and earning statement (LES), the sponsor’s co-payment for insurance, etc.
6. If you have prior military service, I strongly encourage you to disclose this. Military families tend to trust “their own.”
7. If that installation currently has an orthodontist, be on good terms with that person. Remember that military orthodontists may treat only a select group of patients on that installation but may discuss treatment with many other potential patients--patients that may come to you!
Dr. Ross Stryker
Lebanon, MOE = R
(Effort = Results)
Dr. Rick Alexander
Arlington, TXDear Karen,
I hope life is treating you well and all your challenges are adequate to deserve your energy. I also hope your India Earthstewards adventure is on track. It sounds like a massive and worthwhile undertaking.
We enjoy your Nectar Connection. While thinking about some things prompted by newsletter quotes and other things, I developed a philosophy that has been helpful to me for a while now.
“Happiness is what you get minus what you expect. The happiest people expect nothing and, therefore, get everything.”
It isn’t exactly complete. There needs to be a sense of freely giving to the world, which I feel is implicit in happiness.
See you eventually,
Dr. Peter Jacobson
San Francisco, CAHello Hummers.
First, a big thank you to the Hummingbird staff and contributors to this excellent newsletter. Over the past three years, I have picked up some great ideas for treatment and marketing. Now, on to the meat…
We have used acrylic-bonded Rapid Palatal Expanders (RPE) in our practice for years, but only in selected cases. It is our RPE design of choice, with an occasional banded RPE in cases with very short clinical crowns. Several benefits have been noted:
1. Simpler initial appointments: Upper and lower impressions and wax bite, then 2-3 weeks later for delivery. No more separators or band fitting!!
2. Simpler fabrication: No soldering!! Bend arms of prefabricated expansion screw arms and encase in acrylic.
3. Instant bit opening in deep overbite cases: Occlusal coverage props open the anterior bite, freeing mandibular teeth from occlusal interferences. Allows for lower leveling while upper expansion and alignment takes place.
4. Bit block effect in open bit cases: Decreased tipping of upper buccal segments during expansion and impeded eruption of lower posterior teeth.
5. Great posterior anchorage for upper treatment: We embed archwire tubes in the acrylic for ease of mechanics and anterior alignment. You can also use Headgear or Facemask attachments.
6. No more significant problem with oral hygiene than banded RPE designs: Teeth are sealed in acrylic to prevent decay (we use fluoride-releasing bonding material), and soft tissue returns to normal within days of appliance removal.
I'm sharing our protocol and appliance design here and would happily discuss our experience with anyone interested.
Dr. Greg Nalchajian
Fresno, CALove Poem Solstice
Love, in that moment
the subtlest gesture
if conscious
nerve endings
reach out beyond the kin
the eye, the ear, connect
planet moment
silence, breath
the mind full of light
how distant, how near
Virginia Madden
Desert Rose Press
Galisteo, NMAfter reading the Nectar Connection last winter, we decided to sponsor a roller-skating party for our patients. It was such a success that we sponsored a summer activity, not roller skating. Our town has a business called “Recreation Station,” which features two putt-putt golf courses, batting cages, a “bank shot” course, and video games. We negotiated a fee to rent the entire facility for six hours and sponsored “Patient Appreciation Day.” We divided the six hours into three sessions, invited all our patients, and allowed them to bring one guest. Over 500 people attended! Everyone had a blast, and we are already thinking about next summer’s “Patient Appreciation Day.”
Dr. Charles Gulland
Hermitage, PAOur office recently had sports bottles imprinted with our logo. These bottles were given to each patient who attended our Patient Appreciation Day. What better way to get your name out in a subtle way? Everyone loves sports bottles.
Thanks for sending the Nectar Connection. Our office enjoys it.
Darlene Durham, Treatment Coordinator
Office of Dr. Richard Talbot
Citrus Heights, CAOur office installed several new poster-size 3-D illusion prints in our treatment area. The patients have lots of fun trying to focus on the prints and watching the three-dimensional images magically appear before their eyes. I have one print directly in front of my chair. When I take an impression, focusing on the poster takes the patient's mind off the impression-taking and makes the process more relaxing.
Ranell Knipstein
Office of Dr. John Studer
Brenham, TXTry "Therabites" to ease in separators and new wires. They work! We purchase ours from Lancer Orthodontics.
Dr. Anthony Broccoli
Andover, MAWhat do you do when a patient with a missing anterior tooth is ready to have their braces removed, and a pontic was used during treatment to hide the space?
There are a few ways to have a retainer with a tooth made the same day the braces are removed so the patient can leave the office without a missing tooth.
One way is to make a Hawley retainer with the same pontic, which takes time and requires a lab technician in your office.
A better way is to use a clear temporary retainer. Here is how to do it:
1. Lightly bond pontic to adjacent teeth mesially and distally.
2. Take an impression with the pontic in place. Pour the impression into the stone using slurry water for a faster set. Make sure the pontic is not in the impression.
3. Remove the pontic from the teeth and set aside.
4. Using a vacuum machine, make a clear temporary retainer.
5. Place the pontic into the clear temporary. The undercuts of the pontic will hold the tooth in place.
6. Deliver the temporary retainer with pontic to the patient.
7. Since the retainer may not last, another impression can be taken for a Hawley with a pontic. Remember to order another pontic with correct shade and size for the Hawley.
If you have any questions regarding this procedure, please call me at (813) 886-0545.
Dr. Marshall Spoto
Tampa, FLI am enclosing a copy of a print hanging in our office. I found it in a gift shop while visiting my mother-in-law in Indianapolis. We get lots of comments from our patients, and it’s so very appropriate for an orthodontic office. The plaque reads, “Upon birth, all children need love and braces. One is required immediately, and the other is delayed temporarily. Both ensure a lifetime of smiles.”
Marilyn Van Horn
Office of Dr. R. A. McFarland
Lewisville, TXAt their debonding appointment, we ask our patients to complete a questionnaire. Patients and parents are invited to answer questions about all aspects of our practice—doctor, staff, telephone skills, waiting room, financial arrangements, billing, etc. There is also a section for additional comments and suggestions. Their feedback provides valuable information that helps us identify our strengths and correct any weaknesses.
The most positive questionnaires are in a three-ring binder in the waiting room. (On the front cover of the binder is a poem entitled "A Smile" that we found in the Nectar Connection.)
Everyone enjoys reading the comments, and new patients can feel confident when they trust us.
Terese Carroll, Office Manager
Office of Dr. John Coker, Jr.
Stafford, VAODE TO BRACES
I came to Dr. Yip’s office
With a Class II malocclusion.
She suggested ortho treatment
To correct my maxillary protrusion!I was fitted with braces and headgear,
My instructions were not to eat -
Popcorn, peanuts, and chewing gum,
And to keep my braces clean and neat!Diligently I wore my headgear,
And later elastics, too.
Until one day, Dr. Yip said, “We’ve done it!
It’s time to debond those braces for you!”I was anxious for the appointment,
And soon, the braces were removed.
It wasn’t at all what I had expected,
My teeth were not pitted and grooved!My smile is now one in a million,
With an ideal overbite and overjet,
A perfect Class I occlusion,
Thank you, Dr. Janice E. Yip!—Author unknown
Jody Bryant
Office of Dr. Janice Yip
Delta, BCKaren,
Thanks for the Nectar Connection! I enjoy it. Hope you enjoy this print from Bethany Beach, Delaware. Can you believe I’m thinking of orthodontics on vacation? I need more vacations!
Dr. Bill Thomas
Vienna, VAEditor’s Note: The limited-edition print is so unique—thank you!
Don Roth’s creamed spinach
2 Tbl. finely chopped salt pork
1 small onion, finely chopped
2 pkg. (10 oz. each) frozen chopped spinach, thawed, squeezed dry in cloth towel
2 Tbl. butter or margarine
2 Tbl. flour
3/4 cup milk
1/2 cup whipping cream
1/2 tsp. salt
Freshly ground pepper1. Cook salt pork, covered, in 10-inch skillet over medium heat until fat is rendered, about 6 minutes. Add onion. Cook until golden brown, about 8 minutes, stirring often. Stir in spinach. Stir until spinach is well blended. Keep warm.
2. Heat butter or margarine in 1-quart saucepan over medium heat until melted. Stir in flour. Cook 2 minutes, stirring often. Slowly stir in milk and cream. Slowly heat to boil; cook until thickened, stirring constantly, about 2 minutes. Add seasonings and spinach. Stir well. Heat through. Adjust seasoning.
Can be made a day ahead and refrigerated, covered airtight (the nice green color may diminish a bit, but not the taste). Gently reheat on the stovetop or in a microwave oven.
Dr. Ken Schmitt
Aboard the Un Bel DiWhen sending a letter to any dentist requesting them to evaluate our patient for any reason, caries, extractions, or perio, for example, we always copy the panorex and send the copy with the letter. This eliminates the call back from the dentist asking for the date of the last panorex and requesting a copy, which costs them time. It also may save the patient from having an additional x-ray taken.
Trish Shifflett
Office of Dr. Walter Shepherd
Eden, NCThe end of May we decorated our office to look like a beach vacation. We came up with five categories for postcards: furthest away, most humorous, most scenic, most original, and most colorful. Then we gave all our patients an invitation with our address and asked them to send us a postcard from wherever they were this summer. The whole office staff dressed in shorts and T-shirts for a few interspersed weeks during the summer. A large map of the U.S. was put onto a board and all our postcards were tacked up as well as a pin placed at the postcard's origination. But we had to add Europe and Asia! The response is tremendous, and we're having fun receiving them. We also put out a jug of lemonade for a patients along with our regularly-offered coffee.
Staff of Dr. Michael Colb
Pueblo, COWe have established an audio and video lending library for patients and parents to use. We have purchased motivational, self-improvement, and instructional tapes that we feel may be helpful and of interest to both young and old.
Drs. Hugg and Salino-Hugg and Staff
Burlington, IA“I have come to a frightening conclusion. I am the decisive element in the office. It is my approach that creates the climate. It is my daily mood that creates the weather. As “the doctor,” I possess tremendous power to make a patient’s or staff member’s life miserable or joyous. I can be a tool of torture or an instrument of inspiration. I can humiliate or humor, hurt or heal. In all situations, my response dictates whether a crisis will be escalated or de-escalated and whether a patient or staff member will be humanized or de-humanized.
—Author unknown
Staff of Dr. Spiro Macris
Wilmington, NCKaren,
I’m following up on our conversation in Orlando regarding implementing an Office Budget. The significant steps used were:
1. I participated in the Hummingbird Numbers Analysis to see how we measure up with other offices.
2. Annual evaluation of Blair/McGill Advisory (Schulman) overhead percentages for orthodontic occupancy, salaries, and professional and non-professional costs.
3. Our last three years’ profit and loss statement.
4. Determine our budget based on the average of historical expenses tempered by the national average.
5. Break down clerical and clinical expenses by line items and assign staff to inventory and budget control sections.
I found that I could only pinpoint categories that were out of line if we broke expenses down, line by line. Our staff-monitored clerical sections are communication, reception, and financial. Clinical sections include clinic supplies, infection control, records, laboratory, and marketing. One staff member is responsible for each section, the doctor double-checks orders, and our purchasing agent price comparison shops the orders and reconciles packing slips with the section order and items received.
We’ve been working on our budget for four years and are now fine-tuning spending accountability. It takes commitment from a dedicated professional staff to control overhead, and our team has met the challenge.
Once again, I want to state how much I look forward to each issue of the Nectar Connection and the open sharing of practice philosophy and pearls. Thanks so much for including us.
Dr. David L. Drake
Tiffin, OH"Changing our ways includes changing the way we define work, the way we compensate work, the ways we create work, and the way we let go of work and learn to infuse it with play and ritual... We must learn to speak of the difference between a job and work. We may be forced to take a job serving food at a fast-food place for $4.25 an hour to pay our bills, but work is something else. Work comes from the inside out; work is an expression of our soul, our inner being. It is unique to the individual; it is creative. Work is an expression of the Spirit in the world through us. Work puts us in touch with others, not so much at the level of personal interaction, but at the level of service in the community."
—The Reinvention of Work: A New Vision of Livelihood for Our Time
by Mathew Fox as quoted in Inc Magazine, October 1994
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAOur idea for this edition is a big money saver! Instead of buying alginate tray cleaner from a dental supply company, use baking soda. We buy 4-pound boxes at our local warehouse store, and at the end of each day, we place all our used trays from the day (with most of the alginate cleaned out) into a container and sprinkle a generous amount of baking soda over the trays. We then let them soak overnight. Next morning, rinse, dry, and rewax. After an inch or so built up on the bottom of our container (we use an empty Cadco alginate holder), we put a lid on it and shake it up with trays inside. This allows us a few more days of use from the baking soda–not to mention the recycling aspects. I hope this will help save some money for other offices.
Cheryl
Assistant to Dr. Daniel Gestring
Mesquite, TXLove And The Cabbie
I was in New York the other day and rode with a friend in a taxi. When we arrived, my friend said to the driver, "Thank you for the ride. You did a superb job of driving."
The taxi driver was stunned for a second. Then he said, "Are you a wise guy or something?"
"No, my dear man, I'm not putting you on. I admire the way you keep calm in heavy traffic."
"Yeh," the driver said and drove off.
"What was that all about?" I asked.
"I am trying to bring love back to New York," he said. "I believe it's the only thing that can save the city."
"How can one man save New York?"
"It's not one man. I believe I have made the taxi driver's day. Suppose he has twenty fares. He will be nice to those twenty fares because someone was nice to him. Those fares, in turn, will be kinder to their employees, shopkeepers, waiters, or even their families. Eventually, the goodwill could spread to at least 1000 people. Now, that isn't bad, is it?"
"But you depend on that taxi driver to pass your goodwill to others."
"I'm not depending on it," my friend said. "I know the system isn't foolproof so thatt I might deal with ten different people today. If I can make three happy out of ten, I can eventually indirectly influence the attitudes of 3,000 more."
"It sounds good on paper," I admitted, "but I'm not sure it works in practice."
"Nothing is lost if it doesn't. I didn't take any time to tell that man he was doing a good job. He still needs to receive a larger tip or a smaller tip. If it fell on deaf ears, so what? Tomorrow, there will be another taxi driver I can try to make happy."
"You're some kind of a nut," I said.
"That shows how cynical you have become. I have made a study of this. Besides money, the thing that is lacking for our postal employees is that no one tells people who work for the post office what a good job they're doing.
"But they're not doing a good job."
"They're not doing a good job because they feel no one cares if they do or not. Why shouldn't someone say a kind word to them?"
We were walking past a structure being built and passed five workmen eating their lunch. My friend stopped. "That's a magnificent job you men have done. It must be difficult and dangerous work."
The five men eyed my friend suspiciously.
"When will it be finished?"
"June," a man grunted.
"Ah. That really is impressive. You must all be very proud."
We walked away. I said to him, "I haven't seen anyone like you since 'The Man from La Mancha.'"
"When those men digest my words, they will feel better. Somehow, the city will benefit from their happiness."
"But you can't do this all alone!" I protested. "You're just one man."
"The most important thing is not to get discouraged. Making people in the city become kind again is not easy, but if I can enlist other people in my campaign..."
"You just winked at a very plain-looking woman," I said.
"Yes, I know," he replied. "And if she's a schoolteacher, her class will be in for a fantastic day."
—Art Buchwald
Office of Dr. John Stieber
Mill Creek, WAFor crossbite elastics, we recommend that our patients leave the elastic on the cleat while eating to protect their tongue from rubbing on it. This also reminds them to put the elastics back on.
Dr. Marvin Stephens and Staff
Tyler, TXWe routinely send a general standard letter to the medical practitioner after the new patient examination. This letter asks the general medical practitioner whether there are any medical contraindications to dental/orthodontic treatment for their patient and requests they notify us of any relevant medical conditions. That last sentence thanks the general practitioner and says we look forward to providing the patient with better dental and general health through their orthodontic treatment. This letter has proved very successful both for legal reasons and in promoting the practice to general practitioners, and we are now finding that we are developing a further potential referral source.
Keep up the excellent work. I look forward to receiving your next issue of Nectar Connection.
Dr. Geoffrey Hall
Caulfield South, Victoria, AustraliaRules For Being Human
1. YOU WILL RECEIVE ONE BODY. You may like it or hate it, but it will be with you for the rest of your life.
2. YOU WILL LEARN LESSONS. You are enrolled in a full-time informal school called Life on Planet Earth. Every person or incident is the Universal Teacher.
3. THERE ARE NO MISTAKES, ONLY LESSONS. Growth is a process of experimentation. “Failures” are as much a part of the process as “successes.”
4. A LESSON IS REPEATED UNTIL LEARNED. It is presented to you in various forms until you can complete the next lesson.
5. IF YOU DON’T LEARN EASY LESSONS, THEY GET HARDER. External problems precisely reflect your internal state; pain is how your subconscious gets your attention. First, it whispers; then it yells. When you clear inner obstructions, your outside world changes.
6. YOU WILL KNOW YOU HAVE LEARNED A LESSON WHEN YOUR ACTIONS CHANGE. Wisdom is practice, practice, practice. And remember: A little of something is better than a lot of nothing.
7. “THERE IS NO BETTER THAN “HERE.” When your “there” becomes a “here,” you will simply obtain another “there” that again looks better than “here.”
8. OTHERS ARE ONLY MIRRORS OF YOU. You cannot love or hate something about another unless it reflects something you love or hate in yourself.
9. YOUR LIFE IS UP TO YOU. Spirit provides the canvas; you do the painting. There are three kinds of people: Those who make things happen, those who watch things happen, and those who wonder what happened. Take charge of your life--or someone else will.
10. YOU ALWAYS GET WHAT YOU WANT. Your subconscious rightfully determines what energies, experiences, and people you attract--therefore, the only foolproof way to know what you want is to see what you have.
11. THERE IS NO RIGHT OR WRONG, BUT THERE ARE CONSEQUENCES. Corollary law: No one gets away with anything. Everything has a value--and a price; you pay now or later.
12. YOUR ANSWERS LIE INSIDE YOU. Children need guidance from others; as we mature, we trust our hearts, where the Laws of Spirit are written. You know more than you have heard or read or been told. All you need to do is look, listen and trust.
13. YOU WILL TEND TO FORGET ALL THIS. But you can remember any time you wish.
Dr. Donna Ebert
Fort Collins, COI recently read this, which emphasizes the value of teamwork. I hope you’ll find it as inspirational as I did.
When geese fly in formation, they travel about 70% faster than when they fly along.
Geese share leadership. When the lead goose tires, he or she rotates back into the “V” and another flies forward to become the leader.
Geese keep company with the fallen. When a sick or weak goose drops out of flight formation, at least one other goose joins to help and protect.
By being part of a team, we can accomplish much faster. Words of encouragement and support (honking from behind) help inspire and energize those on the front lines, helping them keep pace despite the day-to-day pressures and fatigue.
Finally, we should show compassion and active caring for our fellow man—a member of the ultimate team: “mankind.”
The next time you see a formation of geese, remember that it is a reward, a challenge, and a privilege to be a contributing member of a team!
Thank you for all the helpful tips and wonderful thoughts, poems, and sayings of inspiration that are shared across the miles through your concern, dedication, and TEAMWORK!
Lori Koczak, Office Manager
The Practice of Drs. Carlough, Gagnon, and Burzin
Clinton, CTOur office celebrates all staff members' birthdays with cake or cookies of the birthday person’s choice. Once your birthday has been celebrated, you are responsible for providing the goodies for the next celebration. Sometime during the day, we surprise the celebrant by singing "Happy Birthday.”
Drs. Shaw and Ginzler and Staff
Livonia, MIWe encourage our patients to “earn” an orthodontic T-shirt with our logo by achieving three consecutive good oral hygiene grades. We also started a wooden nickel contest about one year ago and recently decided to integrate the wooden nickels with the T-shirts. If a patient wears their T-shirt to their appointment (which means they probably wear it to school or around their friends after school), we give them an additional three nickels. There has been a dramatic increase in the number of patients wearing T-shirts to their appointments.
Staff of Dr. Samuel Berro
Long Beach, CAEach morning before we start seeing our patients, our office staff meets to review our day's schedule. That way, if any questions on procedures or particular information need to be shared with everyone, it’s a good time to do this. It is fresh in our minds and saves a lot of unnecessary questions at the chair. After our meeting, Dr. Radney always reads one of your great Nectar Connection ideas. It gives the staff something positive to consider at the start of each day.
Debbie Wimberley, Office Coordinator
Office of Dr. Larry Radney
Webster, TXSmall containers of liquids (plastic squeeze bottles) used in cementation and bonding (primers, accelerators, wetting agents) tend to tip over and lose liquid into their caps when not in use. (WHAT A MESS!) To keep them upright in drawers or on trays, place them into open 35mm film containers. Double-sided foam tape can be placed on the bottom of the film containers for additional stability.
Office Staff of Dr. Mark Collons
West Los Angeles, CA1. Quote: “Every morning in Africa, a gazelle wakes up. It knows it must outrun the fastest lion, or it will be killed. Every morning in Africa, a lion wakes up. It knows it must run faster than the slowest gazelle, or it will starve. It doesn’t matter whether you’re a lion or a gazelle. When the sun comes up, you’d better be running.”
2. Dr. Robinson always calls the initial appliance placement patients in the evening, asks how they are doing, and then says, “I appreciate your letting us take care of (your child’s) orthodontic care. Thank you very much; this is a genuine compliment, etc.” When have you ever been thanked for using a professional's service?
3. New patient video–comments: “Made us feel familiar with the office and not as apprehensive about the first orthodontic visit.”
Office of Dr. Bill Robinson
Sherman, TXOur recently acquired practice is going through many exciting changes. We just installed a new answering system which functions as a complete message management system. It provides eight voice mailboxes and is not simply an answering machine. The system selectively saves and deletes messages, forwards call to any location, shares telephone lines with a fax or a PC, screens calls, and professionally manages our telephone activity. At your request, it announces who is calling, provides music on hold, routes calls automatically to specific voicemail boxes, and reminds you of pending appointments. Each personal voice mailbox can forward calls instantly to any remote location, allowing you to remain constantly in touch anywhere. We installed this system ourselves for $299.00.
Lynn Staley
Office of Dr. Anthony Bouzaher
Sandusky, OHA note from one of our patients, thanking Molly (our clinical coordinator) who went that “extra mile.”
“Dear Molly, Thank you so much for going beyond and above the call of duty last Thursday evening! Returning to your office to find Cabb’s “blankie” made an upset three-year-old and his parents very happy!
Thank you again, Leanne Clubb”
Donna Beaver, Treatment Coordinator
Office of Dr. William Robinson
Sherman, TXThank you so much for placing me on your mailing list for the Nectar Connection. It is one of the best mailings I have ever received.
Since I am new to your “family” I am unsure what has been printed in the past. My contribution is the following:
“He who knows not and knows he knows not is simple, teach him.
He who knows and knows not he knows is asleep, wake him.
He who knows not and knows not he knows not is a fool, shun him.
But he who knows and knows he knows is a leader, follow him.”
Looking forward to your next issue.
Dr. Stuart Bisk and Staff
San Pedro, CAWe attended the AAO meeting in Orlando and had lots of fun. It was great to meet people from all over the world. We got to hear Jack Canfield and enjoyed his lectures. We got the tapes and his book, Chicken Soup for the Soul. Many of the stories are short enough to share in the morning huddle. He is a great self-esteem speaker and great for your practice.
Vickie Fournier
Dr. Idalia Lastra
Miami, FLCHEWING GUM IS OK
For years, we have heard that our patients should not chew gum during active orthodontic treatment. Why? Supposedly, the braces will come off, or other horrible things will happen.
I have found that this is not true. My patients have been encouraged to chew sugarless bubble gum for over 15 years. I have not noticed any more loose bands, loose brackets, or problems with the appliance than I did before.
The good news is that everybody is happier. Since candy is out, the patients have something sweet they can chew. We have a gumball machine at my secretary's desk to emphasize this point. You will always see a line between the patients’ little brothers and sisters getting their gumballs before they leave.
I repeat, chewing gum is OK. You have happier patients with fewer sore teeth, less sensitive teeth, and teeth that move more quickly.
Dr. Earl Johnson
Mill Valley, CATo help create a harmonious atmosphere before the start of your day, consider reading a positive quote or phrase at your morning meeting. Two books that have wonderful quotes and pictures are:
Interactions, Visions to Bring Your Inner and Outer Worlds into Harmony
—Stephen C. Paul and Gary Max Collins
and
Illuminations, Visions for Change, Growth and Self-Acceptance
—Stephen C. Paul and Gary Max Collins
A favorite quote of mine from Illuminations is:
“Your fears stand between you and what you want. They're worth facing.”
Anonymous
Many offices have staff photos with short bios in their reception areas. So do we, but we added a couple of variations on a theme this year. I want to share one with you.
We had a “Spring Contest” to match the staff photo to the correct baby photos (ours). The prizes were movie passes, and we were surprised how many patients and visitors had perfect scores. Even more surprising for us was to see how Gina’s and Lucy’s toddler daughters, Ashley and Elizabeth, resemble their mommy’s toddler photos.
Joanne Davy, CDA
Office of Drs. Slater and Weiss
Downsview, OntarioI enjoyed the recent copy of the Nectar Connection. The source of the quote below has been long forgotten:
“The biggest mistake you can make is believing you are working for someone else.”
Dr. Hatsumi Park
Forest Grove, ORDear Karen,
I thought the following quotation would be a good selection for the Nectar Connection. Looking forward to December!
“Verily, the most necessary thing is contentment under all circumstances; by this, one is preserved from morbid conditions and lassitude. Yield not to grief and sorrow: they cause the greatest misery. Jealousy consumeth the body and anger doth burn the liver: avoid these two as you would a lion.”
—Bahá’u’lláh, Bahá’u’lláh and the New Era, p. 117
(From the Bahá’í Writings)
Dr. Richard Beane
Chapel Hill, NCOur office presents popcorn tins designed with our logo and name to our patients at their debonding appointment. In addition, we give a T-shirt that says “T.G.I.F.” (Thank Goodness I’m Finished), and ironically, most of our debondings are done on Fridays. The popcorn tins and T-shirts seem to be a great hit with patients of all ages. It allows us to finish treatment with an upbeat experience for all parties. Many patients bring cakes, baked goods, and food on their Friday debonding day. What an exciting way to finish our week.
Carol Bronsdon, RDH
Office of Dr. Jackie Berkowitz
Columbus, OHDr. Johnson wanted you to have this newspaper clipping of our Homecoming Queen and her Court. Each one of the girls was treated here in our office, and the Queen presently has braces.
Gloria Thomas, Treatment Coordinator
Office of Dr. William Johnson
Vincennes, INDear Karen,
Again, I enjoyed talking with you recently about bonus systems for a story I’m writing for the November/December issue. I will send you a copy of the story soon for fact-checking.
I was also impressed with the Nectar Connection. Might I add an idea by Friedrich Nietzsche? You’ll have to forgive its cynicism, but it comes from too many years as a newspaper reporter: “What does not break me only makes me stronger.” It’s gotten me through some pretty strict deadlines. Perhaps it will inspire some of our friends in the dental industry.
Dave Wiethop, Associate Editor
Dental Practice & Finance
Northfield, ILOur contributions to the Nectar Connection are as follows:
1. Tired of some of the magazines that may not be presentable for family reading? Consider using Smithsonian,NationalWildlife,SouthernLiving, Traveler,andCookingLite.
2. Tired of giving out Halloween candy on the 31st? Let your staff hand out Halloween toothbrushes to their neighborhood kids with the doctor’s name. This is a big hit! You would be surprised how many children choose the toothbrush over candy.
3. Tired of making the same meals over and over? Hand out some favorite and easy-to-do recipes from your staff. Add one new recipe each month for families to look forward to getting when they come in for their regular visits. You will find that some of your patients contribute their favorites so that you have a never-ending source, and it’s a great conversation starter.
Dr. Glenn Burkland and Staff
Exton, PAAs always, I’m incredibly inspired whenever I read the Nectar Connection. I see it as a platform for sharing ideas to solve problems we all encounter. I want to share a clinical tip with your readers.
Anyone who uses lip bumpers consistently is often faced with upright lower first molars that impede the eruption of the second molars. The second molars erupt but are caught under the distal convexity of the first molar. I have had much success using De-impactor springs to upright the second molars. The spring will not correct every problem, but in most cases, it is easy to use and works! Selecting the proper size (small or large) is essential, as is proper activation. The springs can be ordered from Arkansas Dental Products Co. (Usually advertised in the back of every other JCO).
Dr. John Nista
Wilmington, DEOccasionally, I have patients who gag during their impressions. This seems to be partially due to the saliva pooling in the back of their mouth. To alleviate this problem, I have the patient carefully slip out of the chair while I hold the tray and lean over the sink (we have these at each unit). This allows the saliva to flow out of their mouth and removes their mind from the procedure.
Nancie Grabow, RDH
Office of Dr. Paul Jorgensen
Bloomington, MNOur office has a No Cavity Club to encourage our patients to stay on a six-month recall with their general dentist. Patients are given a coupon for the dentist’s signature. When the coupon is returned to our office, the patient is rewarded with a movie pass. All coupons are collected and placed in a drawing, where the winners receive T-shirts.
Linda Slagle
Office of Drs. Pastor and Shannon
Tulsa, OKCareer Position Opportunity
A busy, highly respected, quality-oriented Orthodontic Team in Southeast Denver seeks that special someone.
We offer the right person a fun, challenging, and diversified career. This management-type position involves sales, marketing, and administrative activities. It requires maturity and intelligence, along with the proper mixture of team orientation and strong leadership qualities.
Most of all, we are looking for someone with excellent “people skills” and an enthusiasm for growing, changing, and learning with us.
Profit sharing is available for compensation commensurate with experience and commitment to our mission.
Call 303-694-4330
Dr. Andrew Girardot
Denver, COThank you for sending your Nectar Connection all the way to Israel. I just love it. Let me wish you a Happy New Year. Hopefully, I will be able to see you in May at the San Francisco AAO convention.
Dr. Jonathan Theodor
Herzelia, IsraelOne of our assistants reads the local newspaper daily, seeking the names of patients who have “made the news”, i.e., on the honor roll, in sports, or with school achievements. The article is copied and mailed to the patient, and the original article is posted on our bulletin board.
Dr. David Hamilton, Jr.
Hickory, NCOur office sets a large jar of candy each month on the reception desk. We have anyone who enters our office guess the amount of candy in the jar. The closest guess to the correct amount wins the candy and the jar.
Dr. Jeff Just
Manitowoc, WIWe take photos of our patients before they get their braces. After the braces are removed, Dr. Tottori gives the patients a gift certificate from a reputable photography studio. They receive a free 8x10, and we are sent two 5x7’s. We put these into a photo album at each office, along with the “before” photo.
Everyone enjoys looking through the photo albums.
Office of Dr. Steven Tottori
Honolulu, HIOur office uses insulated cups and straws as containers to hold our survival kit supplies (wax, toothbrush, mouth mirror, bite wafer, and sugar-free gum). The cups, purchased with our business, doctor’s name, and phone number from Century 2001 Advertising, are given at the separator appointment.
Donna Beaver, Treatment Coordinator
Office of Dr. Bill Robinson
Sherman, TXAt the end of each school year, we send a bouquet of flowers to all area school secretaries, enclosing a personal note to thank them for their cooperation with our patients' appointments during the year.
Darla Wynne
Office of Dr. Charles Kent
Lufkin, TXWe want to share a clinical tip for the Nectar Connection.
We place Kobayashi hooks onto brackets by threading them underneath archwires already in place (instead of tying them over the archwire like a regular steel tie.) That way, if we have to remove the archwire later to make an archwire adjustment, we can leave the Kobayashi hooks in place.
The trick to threading the hooks under the archwire is to shorten the tie end (i.e., halve it). The shortened wire is much easier to thread under the archwire.
Cathy Vehrs
Office of Dr. Patty Fong
Sacramento, CAWe send the local school nurse a “care package.” It contains wax for the students who have appliances. When they come to the school office nurse complaining of something rubbing them, the nurse has individual wax packets to give the student. This saves Mom or Dad from having to rush to school, and it’s a comfort for the student to help them get through the rest of the day with as little discomfort as possible. We have gotten tremendous positive responses from the school nurses.
We also change our magazine subscriptions occasionally to give our patients a variety of reading material. We recently subscribed to AARP, a magazine for retired individuals with many tips on health, vacation, social security, etc. This appeals to the wonderful grandparents who bring their grandchildren in because Mom and Dad are both working.
Jackie Nave, Clinical Supervisor
Office of Dr. Michael Runey
Charleston, SCAfter a while, you learn
the subtle difference
between holding a hand
and chaining a soul.
And you learn
that love doesn’t mean leaving
and company doesn’t mean security.
And you begin to learn
that kisses aren’t contracts
and presents aren’t promises.
And you begin to accept your defeats
with your head up and your eyes ahead
with the grace of a woman or a man
not the grief of a child,
and learn to build all your roads on today
because tomorrow’s ground is
too uncertain for plans
and futures have a way of falling down
in mid-flight.
After a while you learn
that even sunshine burns if you ask too much.
So you plant your own garden
and decorate your own soul
instead of waiting for someone to bring you flowers.
And you learn
that you really can endure
that you really are strong
and you really do have worth.
And you learn
and you learn
with every good-bye
you learn...Sue Matlof
Office of Matlof, Waxler
St. Louis, MOPatient: Doctor, can I play the flute now that I have braces?
Doctor: Sure, you can
Patient: Great; I’ve never played the flute before but always wanted to!
(Get it?)
Drs. Browman and Bobak
Lakewood, COThe staff gives me a lot of ribbing about my attempts at employing ordinary (sometimes recycled) household fixtures in our otherwise high-tech facility; here are three ideas that stuck:
Cheap black plastic VCR storage units make great-looking and hygienic shelving for lab models and appliances.
Keli found that plastic dividers, such as “bead boxes,” available at craft shops, make great chairside organizers for colored elastic ties.
Take a stainless-steel breadbox, put a light fixture inside, and cut a hole in the top to accommodate a Norelco-activated charcoal air purifier. What do you have? A workstation/hood vent for your lab acrylic work.
Hmmmmmmmmmmmm.
Dr. Greg Hoeltzel
St. Louis, MODear Ms. Moawad,
We wish to extend our sincerest (albeit tardy) gratitude for the team-building seminar you presented to us in August. Your talents and reputation preceded you. After a short while, it was easy to see what Dr. Boyd meant about your motivational and organizational skills.
The seminar was a worthwhile exercise; we all understood ourselves better, including our co-residents, faculty, and staff. Not only has it helped us function better at UC, but you have also provided us with valuable knowledge that we can apply to our personal interactions and future practices.
Thanks again for sharing your knowledge and insight with us. Obviously, you care as much about our orthodontic program as we do, and we look forward to working with you again.
Sincerely,
UCSF Orthodontic Residents
The Class of 1997The Dentsply Company offers a light cure unit, Triad II VLC, to increase your lab’s productivity and efficiency. You will save time and money using the Triad for appliances made from acrylic. All Triad materials are pre-mixed, so there is no measuring, mixing, offensive monomer odors, or waste. You use only what you need and keep the rest for future appliances. The uniform thickness of the sheet material means fast adaptation. Your finishing time is significantly reduced when placing and shaping Triad materials very accurately during fabrication. The material is currently available in translucent, regular, and colorless pink. After working with this system for several years, I believe this is a healthy and efficient alternative for the fabrications of orthodontic appliances. I would love to answer any other questions that you have about this system.
Anonymous
We have recently started using an ETM #2222 Positive Bracket Positioner to directly bond brackets to molars and bicuspids. It makes positioning the brackets much easier.
We are beginning to plan a new office. We'd appreciate any suggestions, great floor plans, words of wisdom, etc.
Best wishes for a happy and peaceful holiday season.
Dr. Donna Ebert and Staff
Fort Collins, COHere is a tip that we hope you can include in your newsletter. Our whole staff enjoys reading your newsletter and using some of the great ideas we have read about.
Whenever we have a surgical patient in our office, the doctor visits the hospital on the day of surgery. Still, the staff waits until the day following surgery in case the patient has any concerns that we can answer for them the day after.
Two or three staff members will visit, and we also take a “Happy Healing Kit” with us. Having been wired closed at one point in my life, I tried to construct a kit of things that I found I needed the first couple of weeks after surgery during fixation.
Inside the kit, we put chapstick (because if they are wired closed they will not be able to lick their lips), baby-sized toothbrushes (because the lips will be swollen and will make it difficult to get a full-sized toothbrush in the mouth), a piece of paper and pen (for those times when it will be easier to write a message than to try to talk), extra packages of wax (because the lips and cheeks will be tender), proxy brushes (to better brush in between the brackets), coupons for free milkshakes at the local McDonalds, a magazine (we ask for their areas of interest at the initial examination and purchase a magazine with this interest in mind), and, of course, we enclose a silly card with encouraging words from the doctor and all of the staff members.
Gail Fleissner, Clinical Assistant
Office of Drs. King and Mayerson
Centerville and Fairborn, OHJust a simple thought from our office: The most valuable gift you can give another is to be a good example.
Hello to all of you at Hummingbird. Keep up the great work you’re all doing.
Dr. W. A. Weaver
Swampscott, MAWhen my younger brother and mentor, Paul, was sick and dying from cancer, I used to call him often. When he wasn’t home, the message on his answering machine usually ended with, “Have a great day because every day is a great day.”
Dr. Warren Youngquist
Colorado Springs, COIf Dr. Nicholson recommends extractions, I take time during the consultation to schedule the appointment with the family dentist or oral surgeon and put a note on my calendar. I call the patient/parents on the day of the extractions to see how they are doing. The parents have been very appreciative.
Tammy O’Brien, Treatment Coordinator
Office of Dr. James Nicholson
Indianapolis, INI'm sharing a two-page pearl on dental health during pregnancy for expecting mothers who are wearing braces. We have given it out and have had a good response.
Dr. Pasquale Vitagliano
Brightwaters, NYA Valuable Thought
“Is anybody happier because you passed this way?
Does anyone remember that you spoke to them today?
The day is almost over, and its toiling time is through:
Can someone utter a kindly word for you now?
Can you say tonight, in parting with the day that’s slipping fast,
That you helped a single person of the many that you passed?
Is a single heart rejoicing over what you did or said?
Does the one whose hopes were fading now with courage look ahead?
Did you waste the day or use it? Was it well or sorely spent?
Did you leave a trail of kindness or a scar of discontent?
As you close your eyes in slumber, do you think that God will say:
‘You have earned one more tomorrow by what you did today’?”
—Unknown
Tanya Cole
Office of Dr. James Moore
Garland, TX“Never, never rest contented with any circle of ideas, but always be certain that a wider one is possible.”
—Richard Jefferies
Staff of Dr. Glen Young
San Francisco, CAChristmas is such a hectic time for everyone that it is difficult for us to plan a staff function. We have celebrated over a holiday brunch on New Year’s Eve for several years. The office is closed for the holiday, and nobody is busy that morning. We take turns volunteering to host the party at home, and everyone brings a “brunch” item. We meet at 10:00 AM to eat, visit, and exchange gifts, and we finish around 1:00 PM so that everyone has time to rest before celebrating New Year’s. For us, this has become an office tradition.
Wendy Godfrey, Scheduling Coordinator
Office of Dr. Charles Gulland
Hermitage, PAFor those committed to reinforcing excellent customer service, The Red Rose Collection (a fantastic mail-order company out of San Francisco, California) offers Kindness Cards. Tucked in your wallet or business card case, they are available at your fingertips to surprise a co-worker, delight a waitress, thank a flight attendant, touch a friend, or teach sensitivity. If receivers continue sharing the cards and spreading the word, imagine the global warming generated by your seven thoughtful messages. Sample cards include: "To watch you work is to see love in action." "You have amazing grace." "I can tell you've got soul. Thank you for your soulful service." The Red Rose Collection can be reached at 1-800-374-5505.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAOur office is helping the school nurses by putting a Medication/Treatment Request Form in patient banding bags. The form includes the patient name, school, diagnosis (orthodontic treatment), and treatment start date. The doctor signs and dates the form, and we also include the office phone number.
We ask the parent to have the school nurse put the form in the child’s file. A parent also signs the form giving the nurse permission to administer medication (usually Tylenol) for orthodontic discomfort and releasing the school from liability.
Our patients like this because they can get immediate relief if they are uncomfortable during their school day, and the school nurse doesn’t have to call and interrupt a parent at home or work.
It’s a Win-Win situation for everyone.
Terese Carroll, Office Manager
Office of Dr. John Coker, Jr.
Stafford, VAThank you to everyone for your helpful hints. We have two doctors in our practice and two locations. Since the doctors work in separate offices yet see the same patients, we have purchased a mini-recorder for each office. The doctors use their copy of the daily schedule to remember who was seen and record a summary of what was done along with other pertinent information. The opposite doctor then listens to the tape the next day. It is a more open way to communicate, it takes less time, and the doctors can do something else while getting the update on the patients.
Drs. Reichhold and Tanner Staff
Concord, CAAs we in the healthcare industry change, we must consider our options. We can participate by increasing the volume of patients and treating them at 1/3 to 1/2 our usual customer fees, or we can manage our expenses better. Due to the nine basic personalities of humanity and the innumerable combinations, I found for myself it is too stressful to work faster and harder. One must also consider the quality of life and what has meaning in one’s life as one chooses a direction. As I discuss this with my professional colleagues, I found that many have decided to maintain a practice by working more intelligently but not harder. By doing this, I noticed that I enjoy working each day. Maybe it is due to physical and emotional changes after 50 years of age or we “burnout” after years of achieving goals after goals.
To achieve this, one must do the following:
Write goals based on health and relationships rather than financial rewards or other material gains. These may be less concrete, but they will go farther in one’s emotional and spiritual development. The results may be less sickness, more happiness and joy, and a better marriage. Then, office expenses can be minimized so that one can still survive in these trying economic times. This means reducing variable expenses as those for employees. I pride myself on training over 130 staff members since 1968, many of whom attained state licensure. I made the change for five years by having two part-time staff per day, or one employee. It also requires that I do more of the treatment and business procedures, but it does reduce miscommunications and provides for a method to see each patient on time. The blessing occurs when the staff changes each half-day, as it feels like we start two new days in one as planned during our huddle.
Dr. Stanley Hew
Palo Alto, CADr. Yim’s moving tribute to John Parker recalled the book Living Beyond Limits by Dr. David Spiegel, a Stanford University psychiatrist. This book teaches how a focus on living with cancer not only enhances the quality of life for cancer patients but can enhance their survival. Nectar Connection readers should be aware of this book because at least one out of every nine women faces the prospect of incurring breast cancer, in particular, at some point in their lives.
Sincerely,
Jim Madison, Labor Attorney
San Francisco, CAOur apologies to all of you and John Thomas, author of Young Again! How to Reverse the Aging Process. We published his toll-free telephone number incorrectly in our last issue of the Nectar Connection. The correct number is 800-659-1882.
Hummingbird Associates
Bainbridge Island, WAIn the July ‘94 issue, Dr. Jeanne McDonald from South Portland, Maine, asked for help regarding heat shrink tubing.
The problem was that they could not slide heat shrink tubing on lip bumpers because of the molar stops.
We have eliminated that problem by properly cutting the tubing on one side and placing it around the bumper. When the tubing is heated, it can be molded with your fingers. It will flow back into one solid tube again, making replacement easy and eliminating the need to create a new lip bumper.
I hope this helps. It has worked for us.
Dr. Robert Simpson
Englewood, COWe started hosting luncheons for referring dentists and their staff at our office. We usually start by showing them around the office and pointing out what we’ve been doing and what we are presently doing for promotion within our office.
It allows us to meet and talk to the referring dentists and their staff since we usually only speak with them on the phone. They, in turn, get to see the office where they’re referring patients and all the great things we do. The luncheons are also an enjoyable way to show our appreciation for their referrals and continued support.
Chris Wolgram, Lab Technician
Office of Dr. Michael Colb
Pueblo, COOur office uses the micro-etch device before cementing bands and brackets. It has significantly reduced the number of loose appliances that require replacement.
Kathy Morgan, Treatment Coordinator
Office of Dr. Phil Higginbotham
Spartanburg, SCDearest Nectar Connection friends,
Your last issue was a gem! Many, many thanks. I'm delighted to have had a chance to read it cover to cover! And thanks for including my submission.
I'm sorry I missed you on the recent trip West. I had hoped and planned to see you all, but Liza’s wedding plans and celebration were more encompassing than I expected. I look forward to your next visit.
In the meantime, hooray for you all!
Love,
Helene Von Rosenstiel
Brooklyn, NYOur office held a recipe contest in which patients' parents submitted recipes suitable for orthodontic patients. We then held a drawing in which the winner received a gift certificate for dinner at their favorite restaurant. We later made a pamphlet of all the recipe entries available to all patients in the reception area.
Thank you for the opportunity to be part of your newsletter. Please continue to send your publication to our office.
Marinda E. Eure
Office of Dr. Joseph Jamison
Wilmington, NCUse a strip thermometer on your container of alginate water so that you can easily control the temperature and setting times. Use 77-79o for regular days. Increase or decrease temperature as required.
Jody Bryant
Office of Dr. Janice Yip
Delta, BCDear Karen,
Where do I begin?
You came, you saw, you shared your wisdom.
You taught, supported, clarified.
You used game tools to understand
With knowledge and with care.'Tis learning, love and life.
No coincidences are there!
On our way we go, to soar,
All obstacles
With knowledge, love and care.
Again we say, thank you.
No coincidences are there!The "I" in me needed and enjoyed the quiet time after a wonderfully intense two and a half days. If I may, I would like to share some reflections I had after attending the last two Hummingbird seminars.
1) Knowledgeable and caring women superbly do the presentations.
2) The information given is invaluable to participants and the orthodontic practices they work in.
3) The follow-through and support I experienced at the seminars were wonderful. I felt very much a part of everyone and what they shared. We know this doesn't just happen but starts at the top.
4) I was troubled by the level of frustration, anger, and conflict that the participants experienced and are experiencing in their practices.
Do you provide seminars around conflict resolution and self-growth within the practice? The tangible tools! What about the intangibles? How does one teach the need to go inside and evaluate our roles and perceptions, which not only keeps us in conflict but also makes us active participants?
It would be wonderful to see clinical and front desk staff coming together, doing role-playing, and experiencing their responsibility in choosing where they are in their practices, where they want to be, and given tools to get there. Acknowledging our conflicts, frustrations, and anger lies within ourselves and not others. The realization of this is not only mind-boggling, but it is life-transforming. To be able to change our perceptions would also phenomenally change practices. I can't help but think that all the wonderful tools in the world won't transform things permanently until the realization that change always comes from within.
Karen, I have had this repeated vision of a company of women working to help others. I have come to see this as the vision at Hummingbird. Thank you.
Many thanks to you for your vision!!
Donna Brown
Office of Dr. John Walker
Lunenberg, MAWe are happy to have been included in the announcement of the premier showing of Dr. Robert R. Ryder's paintings at Staff Floral Creations, Inc., from September 16 through October 31, 1994.
Congratulations, Dr. Ryder. We didn’t know you were such a talented artist!
Hummingbird Staff
Bainbridge Island, WADear Karen,
Thank you for coming and sharing yourself with us. You are full of excellent information, gentle in expressing yourself, and graceful in dealing with “difficult” scenarios! I am amazed at how you genuinely think before responding when I think back over the day. I am trying to model myself after your example because of all you taught us; what I learned from you wasn’t spoken but observed. You are a remarkable woman, and I look forward to learning more and proving to be a great treatment coordinator. I feel confident I will reach that goal with your training and Dr. Boyd’s leadership.
I’m looking forward to the next visit!
Warmly,
Melissa Kyzer
Dr. Richard Boyd
Columbia, SCEditor’s Note: Melissa, you are already making a tremendous difference in your practice, one starfish at a time! It was a joy to work with you.
Here it is Holiday Time again, and we are in full swing planning our annual Holiday Open House. This time of year we invite referring dental offices to an open house after work from 5:30pm-7:30pm for food, fellowship, and fun. It is a great time to put faces with voices we talk with throughout the year. It is a great way to build our referrals and enhance goodwill. Our doctors provide the beverages and part of the food, while each staff member brings a party food for the evening. The office closes early to transform into a beautiful party place with balloons, candles, etc. This is our fourth year to entertain in this way, and it is a party that dental offices look forward to with great anticipation. Hope your office will also consider this idea. The cost of the party is minimal when you consider the increased number of referrals added each year to our practice. Happy Holidays to you all.
Nancy Fisk
Drs. Pastor and Shannon
Tulsa, OKMy office has enjoyed reading your newsletter and has picked up some great ideas. One thing we have done that has yet to be mentioned is a unique holiday season gift. We donate the same amount of money that would be spent on holiday gifts to the area food bank. The donation is made in the name of the area dental community. A handwritten note of the donation is included in our holiday cards. We have received more positive comments on the donation, which has also made us feel better. Most of my staff have worked in general dental offices and were amazed at the amount of candy and food that arrived during the two weeks around Christmas. Many times, the staff don't even know who sent the gift.
In the future, I would like to organize a group of specialists to pool our holiday season gift money and purchase a significant piece of equipment for the local public assistance dental clinic. This gift would have a far greater effect. There is also the possible effect of getting published in the paper and increasing the public's perception of our profession.
Dr. Robert Haeger
Kent, WAThe person who makes no mistakes does not usually make anything.
—Bishop W.C. Magee
Sheena Ciani
Office of Dr. Hugh Sobottka
Seattle, WAIt is just a little tune to spread some orthodontic Christmas cheer. Our doctor had reconstructive knee surgery and was wheelchair-bound for five weeks. We often found ourselves running into one another and being run over by a 6'9" doctor in a dangerous wheelchair. So, Cheryl, our bright, creative assistant, wrote this catchy little verse to the tune of "Grandma Got Run Over by a Reindeer." I hope you enjoy it.
CHORUS
Stephanie got run over by a wheelchair,
Walkin' toward her patient Monday eve.
You can say the doctor's not a madman,
But as for me and Tammy, we believe.It was just another Monday.
We had braces on our minds.
Then we heard a patient screamin'
Stephanie was mowed down from behind.CHORUS
All the patients saw him do it.
Yet he claims it's not a fact.
But when we found her, she had footprints
And incriminating wheel-marks on her back.CHORUS
It's just not the same without her.
All the staff cries and moans.
And we have a big dilemma,
Should we check these kids or send them home?(SEND THEM HOME?!?!?!?!?)
OOOOH... Stephanie got run over by a wheelchair,
Walkin' toward her patient Monday eve.
You can say the doctor's not a madman,
But as for me and Tammy, we believe.Office of Dr. Clifton Balls
Greensboro, NCAustralia
An employment opportunity exists for a person who is accomplished in using Orthotrac. The successful applicant should have a background as a treatment coordinator or practice manager and would have the opportunity to work in at least six (6) orthodontic practices located in five (5) different Australian states, thereby experiencing a broad cross-section of Australia's diverse geography and culture.
Please forward curriculum vitae to Dr. Rolf R. Schimann, 565 The Kingsway, Miranda, Sydney, Australia 2228, Fax #02 (613) 525-4779.
We were joking around recently about Dr. Dolph’s “Impression Favoring Menu” when Susan suggested that Rosanna create a flavor menu like one used in a restaurant. Rosanna made a small menu that was complete with our Dolphin logo. The patients enjoyed selecting their favorite flavor from the menu. Fun is contagious!
We hope this tip will keep the Nectar Connection coming our way. We all enjoy the connection.
Rosanna Harrington, Patient Flow Coordinator
Susan Laffan, Dental Assistant
Office of Dr. Harry Dolph
Oswego, NYAs always, we are looking for new and different ideas to send your way. We started a program in our office about six months ago that helps keep our trash from filling up so quickly but also helps keep our landfills from filling up. We keep an extra brown paper grocery bag next to the trash can in our lab area. Whenever we have plastic containers, coke cans, or empty glass containers to recycle, we place them in our paper bag. We then take turns taking the bag home to put the items in our recycling bin. The city picks up our recyclables, and these items can then go on to bigger and better things.
It is amazing how fast our bag fills up. Next time, before you throw out that cold, sterile container or that alginate flavoring bottle, ask yourself if the item can be recycled. Even just one office makes a difference.
Dr. Daniel Gestring and the Staff
Mesquite, TXAn excellent basic text for anyone developing quality concepts is Managing Quality-The Strategic and Competitive Edge, by David Garvin.
This book gave me the basics to understand what I was trying to accomplish.
Dr. Francis Miranda
Dallas, TXOur staff brought early childhood photos and had a little contest for our patients. It was fun for our patients to see what weird clothes, hairstyles, etc., we had! It was a good laugh and practice builder, too!
Dr. Michael F. Richards
Price, UT -
I was moved recently when reading Paul Hawken’s comments (author of Growing a Business and owner of Smith & Hawken, the horticulture catalog company) in his recent speech to the Commonwealth Club of San Francisco, “The economics of restoration is wholly dependent on all people beginning to restore their nature and to heal themselves, to recognize their sense of connectedness to life around them. You cannot save the world if you’re destroying yourself on the altar of workaholism, wolfing food, gulping coffee, taking red-eyes in the middle of the night, trying to do the work of three people. Business is the only socially sanctioned addiction, the addiction to fame, wealth, and power. It... represents only one possible reality. The economics of restoration...is not an economy of stuff and things. It’s one of process, relationships, and connectedness.”
In the spirit of connectedness, as you prepare to complete your entry for The Nectar Connection, won’t you think of an idea of the same magnitude and benefit to your practice as you would like to learn from another office? Please remember, you must share something with Hummingbird to receive The Nectar Connection.
The Nectar Connection is complimentary, and you cannot purchase a subscription. It is our way of saying, “We like to stay connected.” We will continue sending The Nectar Connection to all Hummingbird clients and friends interested in participating.
Thomas Moore has written two exceptional books: Soul Mates, Honoring the Mysteries of Love and Relationship, and Care of the Soul. In the latter, he suggests at least three strategic ways one can create a soul in an organization: promote individuality, build job satisfaction, and address the deep human need for community and friendship at work. He points out that the soul is diminished when a person is not allowed to grow. I loved both these books and recommend them highly.
The Summer 1995 edition of the Nectar Connection reminds us that 1995 is more than halfway over, and our question for each practice is, "Are you on track toward reaching your goals?" The Hummingbird Numbers Analysis helps participating offices focus on their conversion rate, delinquent accounts, efficiency at the chair, staff utilization, etc. Please call if you wish to participate or receive a complimentary copy of a recent report.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WA“Somehow, I can’t believe many heights can’t be scaled by a man who knows the secrets of making dreams come true. This special secret can be summarized in four C’s. They are curiosity, confidence, courage, and constancy; the greatest is confidence. When you believe in a thing, believe in it all the way. Have confidence in your ability to do it right. And work hard to do the best possible job.”
—Walt Disney
Dr. Tom Popp
Chattanooga, TNLighten Up, Laugh, and
Improve Your Health!
Consider the importance of packing more fun into each day. Each moment of enjoyment or burst of laughter recharges the spirit. It makes the more serious side of life easier to cope with. Having fun with others breaks down barriers. Those who play together work more easily in family and job settings.
The physiologic effects of laughter may account for some of the benefits of fun. Laughter raises heart rate and blood pressure. The relaxation that follows helps relieve muscle tension and lowers blood pressure. Laughter increases the amount of oxygen in the blood. Circulation increases, allowing more oxygen and nutrients to be delivered to tissues. Immune system components also circulate faster, which leads some researchers to suggest that laughter may help fight infection.
A good laugh boosts certain levels of hormones, including adrenaline. This effect may sharpen responsiveness, alertness, and memory. Laughter also triggers the production of endorphins, substances in the brain that have pain-relieving and sedative qualities.
Also, a good belly laugh can give your stomach muscles the same workout as a sit-up!
The ability to have fun without dulling the senses with alcohol or other substances is an essential skill that parents can teach their children. Having fun often means simply letting yourself be spontaneous, childlike, or impulsive.
Sometimes, in our hustle-bustle world, it is difficult to “loosen up.” It may take some planning to put more fun in our lives. Some ideas include:
• Pledge to laugh aloud or try to make someone else laugh at least ten times a day--try for every hour.
• Call someone who often adds fun to your life at least once a week.
• Read the comics in the newspaper daily.
• Make regular dates to do something fun with people you care about; consider a weekly group activity such as dancing, bridge, or bowling.
• Look for funny cartoons or stick-on notes. Make a habit of sharing as often as you can.
• Rent a hilarious movie. Episodes from classic TV comedies such as “I Love Lucy” or “The Honeymooners” are now on video at many movie stores.
• Try to find the humor in predicaments as they happen. Anger, frustration, and muscle tension are typical responses to stress. By choosing a humorous reaction to life’s irritating twists and turns, you may be able to avoid these adverse reactions. Because humor may enhance mental faculties, a funny response to a crisis might even help you think of a way out.
Fun requires no justification beyond the sheer pleasure it provides. We all benefit from a gesture as small as a warm, meaningful smile or a great laugh. Enjoy!
—Becky Hudlow, “Lifetime Health Letter”
Kim McCann
Office of Dr. Gary Beier
Wausau, WIHi Team!
The following poem was inset into a photograph of a child looking into a butterfly net and fascinated by what he found. It makes me smile.
To see the world through children's eyes,
To wonder up at star-filled skies,
To dream all things, believe all things
And hope in all tomorrow brings—It is to be always young.
To see past each horizon met, some new world undiscovered, yet,
To take from every day on earth,
Some lessons learned, some gifts of worth—
It is to be always young.
To welcome life at every age,
Write poetry on its every page,
And treasure every yesterday,
Yet greet each morrow on its way—
It is to be always young.—Amanda Bradley
Lori Garland Parker, Clinical Consultant
Marina del Rey, CAKaren—
We have a beehive in the office (last 4 years) ...it is made of plastic (2’x2’x3’)—BIG!
The opening is on a side wall. People drive by and walk by and never know it is there. There is no clean-up, no food, and it is low maintenance. So far, we’ve had no deaths! The insurance man made us put up a sign that reads “Bee Crossing, Bee Careful!”
I use a “spin-off” of Ken Alexander’s “Wooden Nickel.” But I detest inventory or contests, paperwork, etc... more to keep up with! So, they get this “defaced” 50¢ piece instead. Instant gratification!
Dr. John Parker
Monroe, LAEd: Dr. Parker sent us one of his “defaced” 50¢ pieces. His logo is painted across the “face” side of the coin in red, orange, purple, green, blue, and yellow!
Hi Karen,
As promised, here’s a little something for your next issue of the Nectar Connection. We used it as a lead-in to one of our staff meetings, and all enjoyed it.
This article appeared in the Market Place, Poulsbo Newsletter.
Forget the Addams Family—meet the Tates. You may have heard of the Tates. They’re in just about every organization. There’s Dic Tate, who wants to run everything; Ro Tate, who wants to change things; Agi Tate, who stirs up trouble whenever possible, with a hand from Irri Tate. There’s Devas Tate, who loves to interrupt, and Poten Tate, who wants to be a big shot. And every time new ideas are suggested, Hesi Tate and Vegi Tate are there to say it can’t possibly work, and Imi Tate, who’d prefer to copy others than try something new. Thank goodness for Facili Tate, Cogi Tate, and Medi Tate, who’ve got everyone pulling together.
Marilyn Hampton
Office of Dr. Steve Schwager
Bainbridge Island, WADuring our debonding appointments, we provide our patients (under age 21 or if someone else paid for their orthodontics) with a thank you note, envelope, and postage. We ask the patient to write a thank you note to their parent(s) thanking them for the opportunity to have a beautiful smile. The patient writes the note while they are in the dental chair.
Angela Turner, CDA
Office of Dr. Jerry R. Clark
Greensboro, NCMore for the “winners” theme...
Winners:
—Are self-starters.
—Accept responsibility.
—Are accountable.
—Don’t pass the buck.
—Look for solutions.
—Have drive and energy.
—Move forward from their mistakes.
—Make the customer glad to have called.
—Have a winning attitude.
“People grow old only by deserting their ideals. Years may wrinkle the skin, but to give up wrinkles the soul.”
—General Douglas MacArthur
John Ottley Jr., Executive Director
Southern Association of Orthodontists
Atlanta, GATo keep the staff aware of all of our great patients and to let our patients know we are proud of them, the staff selects two patients each day to be honored as “Great Patients.” They are selected for arriving promptly for appointments, having good oral hygiene, having cooperation in their treatment, or having improvement from previous appointments.
Dr. Kloberdanz sends a personal message, and each staff member signs the card sent to the patient. Every three months, the patients’ names are entered in a drawing for one of our giant stuffed animals. A photo is taken with the animal for their/our scrapbook!
Coralyn Steel
Office of Greeley Orthodontic Center P.C.
Greeley, CODear Karen,
I enjoy reading your Nectar Connection very much! I was reading Thomas Jefferson's writings and came across this advice he sent to the son of one of his close personal friends.
In this age of David Letterman’s 10 points of this or that humorous advice about any subject, these ten canons which Jefferson set out for his friend’s son are still timely today, though he wrote them in 1825.
A Decalogue of Canons for Observation in Practical Life
1. Never put off until tomorrow what you can do today.
2. Never trouble another for what you can do yourself.
3. Never spend your money before you have it.
4. Never buy what you do not want because it is cheap; it will be dear to you.
5. Pride costs us more than hunger, thirst, and cold.
6. We never repent of having eaten too little.
7. Nothing is troublesome that we do willingly.
8. How much pain has cost us the evils that never happened?
9. Take things always by their smooth handle.
10. When angry, count ten before you speak; if very angry, a hundred.
Dr. Ronald Light
Concord, CAThe following statement has helped guide me:
“We accomplish in proportion to what we attempt.”
(There are no substitutes for open-mindedness and hard work.)
Dr. Mike Vermette
Seattle, WA“The difference between a conviction and a prejudice is that you can explain a conviction without getting angry.”
Rhonda DeBok
Office of Dr. Parker Fuhriman
Portland, ORDear Karen,
Thank you for sending us the issue of the Nectar Connection. Of all the “professional” or orthodontic publications I read, this was probably the most practical, useful, and inspirational.
After 20 years in practice, I still enjoy what I do, but I must admit that I would sometimes like to walk away from it. Government regulation (e.g., OSHA), insurance company hassles, closed panels and PPOs, etc., make it less fun than it used to be. But we must keep it in perspective. Very few professions offer the freedom, satisfaction, challenge, and positive feedback that ours does.
Please keep us on your mailing list. We would gladly pay for a subscription to such a valuable publication.
Dr. Dennis H. Briggs
Neenah, WIOn our model boxes, we place round color stickers to identify the stage of treatment the patient is in.
No mark—records were taken but in observation.
Blue mark—first phase Nance Lingual, lower lingual, headgear, and expansion screw, etc.
Green mark—in retention.
By doing this, we can see the model boxes at a glance to know where the patient is in treatment.
I certainly did enjoy all the communications from Hummingbird.
Drs. George and Richard Tate
Salem, VAHi Karen,
Here’s a couple of quotes for everyone to consider:
“Happy is the man who can laugh at himself, for he will never cease to be amused.”
—Unknown
“The bitterness of ‘poor quality’ lingers long after the sweetness of ‘low cost’ has been forgotten.”
—Dr. William Strupp
Clearwater, FL
Dr. and Mrs. Robert P. Fields
Chapel Hill, NCDear Karen,
We always encourage our patients to practice good oral hygiene. We assess their cleansing at each appointment after they have had time to brush. If perfect, we give them a quarter to play our slot machine. They may lose the quarter, but there is an excellent chance to win the jackpot.
Earning that quarter has become very important to the children, and even the adults will ask if they qualify for the chance to play.
It’s fun and it works!
Dr. Ray Bozek
Burlington, OntarioDear Karen and all other Hummingbird friends—
A helpful trick we learned from Dr. MacIteen’s office in Deland, Florida. We take impressions for lingual wire retainers with a folded pink baseplate wax. It is softened in warm water and then pressed firmly against the lingual surface of the teeth. Stone flows into the impression, then placed on a small wedge-shaped patty of wet stone. The wire is fabricated using the stone model. It is speedy, accurate, inexpensive, and no mess! The patients like it because they don’t have a tray and impression compound in their mouth. It’s also convenient because it can be done while the braces are still on the teeth.
Dr. Kay W. O’Leary
Port Charlotte, FLIt is often said that, at some level, we create our reality. The following is based on a technique by friends Anthony Brito and Peggy McConnel. Before getting out of bed each day, lie quietly with your eyes closed, considering or visualizing precisely what you’d like to create that day.
Once you have a clear picture or sense of your wish(es)—wild or reasonable—breathe deeply, smile, and say “YES!” to that wish or dream for the day. Then get up and watch it be created! You may be amazed at the forces you gather around yourself once you’ve planted the seed. Happy Dreams!
Richard Schamber, PhD
Tucson, AZDear Karen,
Thank you very much for the Nectar Connection. I look forward to reading each issue. I would like to contribute a Bill of Rights, which I keep on the refrigerator and at the office. At times, I can get very caught up in pleasing other people (after all, that’s our job, right?) and forget to take time for myself. Reading this helps to keep me aware that I must also take time to please myself.
Bill of Rights
You have a right...
—to put yourself first, sometimes.
—to make mistakes.
—to be the final judge of your feelings and to accept them as legitimate.
—to your own opinion and convictions.
—to change your mind or choose a different course of action.
—to protest unfair treatment or criticisms.
—to negotiate for change.
—to ask for help or emotional support.
—to ignore the advice of others.
—to say “no.”
—to be alone, even if others would prefer your company.
—not to take responsibility for someone else’s problem.
It is never your responsibility to...
—give what you don’t want to give.
—sacrifice your integrity to anyone.
—do more than you have time to do.
—drain your strength for others.
—listen to unwise counsel.
—remain in an unfair relationship.
—conform to unreasonable demands.
—be 100% perfect.
—follow the crowd.
—put up with unpleasant situations.
—please unpleasant people.
—bear the burden of another’s behavior.
—do something you really cannot do.
—love unlovable people.
—feel guilty about your inner desires.
—submit to overbearing conditions.
—apologize for being yourself.
—meekly let life pass you by.
—be anyone but exactly who you are.
Dr. Henry R. Dallam III
Paducah, KYMany of our patients like popcorn, which we ask them to avoid because of its hardness. We recommend a product called “Puffy Corn” by Snyder’s Potato Chips as a substitute. “Puffy Corn is a soft product with a taste similar to popcorn.
Dr. William J. Trepp
Pasadena, MDI enjoyed reading your newsletter.
It’s exciting to see orthodontists from the Midwest—Missouri, Iowa, and Kansas—with whom I am familiar. My husband recently transferred to Georgia from Missouri, and I am homesick!
That’s Not My Job
This story is about four people named Everybody, Somebody, Anybody, and Nobody. There was an important job, and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody wouldn’t do it. It ended up that everybody blamed somebody when Nobody did what Anybody could have done.
As I am sure most offices experience, our office has had problems with patients being on time for their appointments. We especially had a problem with “after-school” appointments. Patients would arrive ten minutes late for a fifteen-minute appointment, thus putting the rest of the patients behind. Instead of chastising the patients for being late, we issued a coupon for free French fries from McDonald’s to those who came on time. The kids like getting this coupon and encourage their mom to “be on time” for the appointment. These coupons are provided by McDonald’s free of charge. You need to call your nearest McDonald’s.
Terry Powers
Office of Dr. Suzanne R. King
Atlanta, GA“Thinking is like loving and dying. Each of us must do it for himself.”
The Staff of Dr. Keith Hilliard
Lakeland, FLThe Goose Story
Next fall, when you see the geese heading south for the winter, flying along in a “V” formation, you might be interested in knowing what science has discovered about why they fly that way.
It has been learned that as each bird flaps its wings, it uplifts the bird immediately following. Thus, by flying in a “V” formation, the whole flock adds at least 71% greater flying range than if each bird flew independently. (People who share a common direction and sense of community can get where they are going quicker and easier because they are traveling on the thrust of one another.)
Whenever a goose falls out of formation, it suddenly feels the drag and resistance of trying to go it alone and quickly gets back into formation to take advantage of the lifting power of the bird immediately in front. (If we have as much sense as the goose, we will stay in formation with those headed the same way we are going.)
When the lead goose gets tired, he rotates back in the wing, and another goose flies point. (It pays to take turns doing the complex jobs.)
The geese at the back of the formation constantly honk to encourage those up front to maintain speed. (What do most of us often say whenever we honk from behind?)
Finally, and this is very important when a goose gets sick or is wounded by gunshots and falls from the sky, two other geese immediately fall out of formation and follow him down to try to help or protect him. Moreover, they stay with him until he can fly again or until he is dead. Then, they launch out independently or with another formation to catch up with their group. (Perhaps, if we have the sense of the goose, we will stand by each other like that.)
“Cheerfulness is contagious, but don’t wait to catch it from others. Be a carrier!”
“Today’s mighty oak is just yesterday’s nut that held its ground.”
“Good advice is no better than poor advice unless you follow it.”
Linda Sparrow
Office of Dr. Don Cronin
Langley, BCEach time a patient comes in for his/her appointment, they can put their name in a bowl to be drawn at the end of the month to fly with “The Sky King,” Dr. Jacobs himself! We draw two names, generally one male and one female, and they can invite two friends each. Pictures are taken for our bulletin boards! It’s a blast for the patients!
Dr. Gary Jacobs and Staff
Greensboro, NCIn response to an increase in adult and complex child patients requiring interdisciplinary treatment plans (combined periodontal, restorative, implant, and surgical disciplines), our practice has established a Clinical Care Coordinator (C.C.C.) Program. The intent of the C.C.C. The program is to facilitate the efforts of all participants in the treatment sequence, including the orthodontic practice, other specialty practices, and the patients who require interdisciplinary care. Our practice assigns a particular clinical staff member to aid the Doctor in supervising, monitoring, and managing all aspects of the patient’s treatment plan. It is the responsibility of the C.C.C. to fully participate in the total treatment of the individual patient.
Carol Bronson, RDH
Office of Dr. Jackie Berkowitz
Columbus, OHIn our orthodontic practice, we “grade” our patients’ oral hygiene, A through D, A being the cleanest, brightest smile. We draw a name monthly from our “A” patient list. They then choose a prize: a stuffed animal, movie pass, roller skating pass, etc. This idea goes over well in our area.
Dr. Jeff Just
Manitowoc, WIOur office has the following monthly patient contest: excellent hygiene patients’ names are placed in a fishbowl. We draw one name each month, and they are awarded tickets for two for a home game to the local NBA team, The Charlotte Hornets.
Dr. Michael Simmons and Staff
Statesville, NCDear Karen,
Thank you for another beautiful issue of the Nectar Connection. We read pieces of it each day at our morning huddle. The letters shared have informed, encouraged, amused, challenged, and emotionally moved us.
We want to share a book we were introduced to, How to Win Customers and Keep Them for Life by Michael LeBoeuf, Ph.D, from Berkley Publishing Company. It is written with great illustrations, humor and much common sense. It gives practical ways to keep your customers (patients) happy, thus keeping you happy. Dr. Lastra has the whole staff reading it, and you might even want to share it with referring dentists. It is also full of wonderful quotes, such as:
“People expect a certain reaction from a business; when you pleasantly exceed those expectations, you’ve somehow passed an important psychological threshold.”
—Richard Thalheimer, President; The Sharper Image
“There’s no traffic jam on the extra mile.”
—Anonymous
“If you want a place in the sun, you’ve got to put up with a few blisters.”
—Abigail Van Buren
Dr. Frank Lo’s office in Canada reported in the last issue that they sent out a newsletter, and if anyone was interested in receiving a copy, to contact them. We also send a quarterly newsletter to referring dentists, friends, and family members. We would love to get newsletters from other offices and would gladly share our newsletter with anyone interested.
Thanks again for keeping us on your mailing list and for the great job you are doing. Thanks for letting us share our thoughts, and thanks to all those who have shared ideas, suggestions, and questions. We appreciate it.
Vickie Fournier, Bookkeeper
Office of Dr. Idalia Lastra
2498 SW 3rd Avenue
Coral Way at 25th Road
Miami, FL 33129A woman once wrote to Mother Theresa asking how she could join her order and help people in other parts of the World. Mother Theresa replied, “Stay home and do good work there.”
While we all want and should help the many troubled areas and people worldwide, I believe our most significant benefit can be achieved by considering the personnel and patients in our practice as an extended family.
Everybody has problems, and we can help by offering a compassionate environment and acting not only as role models but also by providing encouragement and praise in what must sometimes seem to be a bleak period in our patients’ lives. Our patients could look back on treatment as a good experience. We see most of them in their early childhood years through adolescence and adulthood. Treatment should be a positive factor and part of their physical and emotional development. My realization of this has been my single biggest practice management tool.
Dr. Robert F. Rozene
Hyannis, MAWe continue to enjoy your Connection and wish you the best in ‘95. Here’s a mini helpful hint that can make the day go smoother. We developed an emergency communication slip to help flow information from patient to appointment secretary to technical staff. The slip says the problem, who called, and when the call was made. The slip accompanies the patient chart, and there is no question about why the patient needs attention. This way, regular appointments are not lost, and routine care continues uninterrupted.
Terry Dickerson, Appointment Secretary
Office of Drs. Greeley and Nista
Wilmington, DE“It’s not who is right; it’s what is right.”
Dr. John Grubb
Chula Vista, CADear Karen,
This week, we held a drawing for our patients. We chose five patients and their parents to attend a dinner with the Golden State Warriors basketball team. The patients were very excited to win a night out to see the NBA team, and we were delighted to have them go.
Dr. Doug Hudson and Staff
Moraga, CADear Karen,
I got the Nectar Connection January ‘95 issue recently and had an opportunity to read it on vacation. Moving and provocative—I loved it.
For you: Listen, friend, listen to your heart
Hear cooperation in the murmur of love
I am that I am, you are that you are
We are the light of the world
saints and sinners
teachers and learners
the beloved and the reviled
revealed at last in magnificent splendor
in that magic moment when
seeing God in ourselves
we see Him also in each other.—Joan Borysinko
Dr. George W. Lundstedt
Lynnfield, MAThe following is from an article in Bottom Line Personal:
To become well is to become simpler.
• Simplify your life.
• Simplify your diet.
• Take time to rest your mind.
• See your loved ones as brand new every day.
• One breath is precious, one smile, one day of seeing the sun.
The Hebrew word Dayenu, meaning “it is enough,” captures the essence of living in gratitude for life. To live Dayenu as a way of life is to fully embrace the mystery of each moment and then let it go.
Dr. William H. Craig
Wilmington, NCDuring dental health in February, our office actively participated in presentations at our local grammar and junior high schools. Staff members worked in teams to speak to health classes, give demonstrations on brushing and flossing, and answer questions about braces. They carried different visual aids, such as video tapes, types and colors of special appliances, and brochures for young people explaining orthodontic treatment. We also handed out pencils with our Doctor’s name and locations. These visits to the schools were very well received, and they also made a great marketing tool for our practice.
Carole Stevens
Office of Dr. Robert E. Blake
Fayetteville, GAIn our office, we fax an appointment reminder to our adult “executive” patients the day before their appointment. The fax form is very appealing, and executives greatly appreciate it.
Dr. Mario Polo
Hato Rey, PRDear Karen,
We enjoy the Nectar Connection. What a great way to exchange ideas!
In our office, when we remove the patients’ braces, we give them a celebration horn and a “goodie bag” of things they were not supposed to eat (but probably did) during their orthodontic treatment. They are excited about getting permission to eat a Snickers bar or chew natural bubble gum. What a grand finale to their orthodontic experience!
Judy Lewis
Office of Dr. Philip B. Caldwell
Duncanville, TX“A little knowledge is a dangerous thing. Drink deep or taste not of the Pierian spring.”
—Alexander Pope
Dr. Jay Bowman
Portage, MIDear Karen,
Please add the following to your publication if you haven’t done so before:
Old Folks Are Worth a Fortune
With silver in their hair, gold in their teeth, stones in their kidneys, lead in their feet, and gas in their stomachs.
With the passing years, I have become a lot more social; some might even call me a frivolous old gal. I see five gentlemen every day.
As soon as I wake, Will Power helps me out of bed. Then I go to see John. Then Charlie Horse takes much of my time and attention when he is here. When he leaves, Arthur Ritis shows up and stays the rest of the day (he doesn’t like to stay in one place very long, so he takes me from joint to joint). After such a busy day, I am tired and glad to go to bed—with Ben Gay!
P.S. The preacher came to call the other day. He said that I should be thinking about the hereafter at my age. I told him I do—all the time. No matter where I am, in the parlor, upstairs in the kitchen, or the basement, I ask myself, “Now, what am I hereafter?”
Karen, I enjoy reading your reports. Thank you for sending them my way. Rose Molina is doing a good job and putting together everything she learned from your Treatment Coordinator Course that she attended. Our production in orthodontics is skyrocketing, and I am sure this is a result of the addition of a part-time dental assistant and Rosie’s influence at the desk.
My best to you, and I look forward to seeing you soon.
Dr. Arthur A. Dugoni, Dean
UOP Dental School
San Francisco, CAAfter several bandings, you always end up with all the bands that didn’t fit in one pile waiting to be put away. They could sit all mixed for several weeks because nobody wants to sort all those bands into upper and lower, right and left.
I saw a clever system in another office, and it works well if everybody uses it.
We use giant-size laundry clips (they look like big safety pins) and label each one for the upper right, upper left, lower right, lower left, first molar, second molar, and upper and lower bicuspids. When you’re banding the upper left, all the bands you don’t use are placed on the upper left clip, and so on for the other bands.
These can be stored in the cold sterilizer until lunch, then put through the autoclave for sterilization, and then put right away by number. This eliminates putting a bunch of bands in a cup and pushing them off to the side until someone feels like sorting them, and you never have that many to put away.
“The child's mind is as tender and lovely as the petals of a full-blown rose. Beware how you touch it! Meet it with all the reverence of your being. Use it with gentle respect and fill it with the honey of love, the perfume of faith, and the tenderness of tolerance. Thus, shall you fulfill the mission of your life.”
—Edmund H. Wuerpel
Dr. Kenneth Albinder & Staff
Virginia Beach, VADear Karen,
We appreciate the Nectar Connection and have used many of its ideas. Here is our contribution to the next issue. Thank you.
“People are like stained glass windows—they sparkle and shine when the sun is out, but when darkness sets in, their true beauty is revealed only if there is light within.”
—Elizabeth Kubler-Ross
Dr. Charles Gulland & Staff
Hermitage, PAKaren,
We enjoy your Nectar Connection very much. Here are the words of the legendary football coach, Vince Lombardi, that I hope your readers will enjoy as much as we have.
You’ve Got to Pay the Price
Winning is not a one-time thing; it’s an all-the-time thing. You don’t win occasionally; you don’t do things right occasionally; you do them right all the time. Winning is a habit. Unfortunately, so is losing.
There is no room for second place. There is only one place in my game: first place. I have finished second twice at Green Bay and never want to finish second again. There is a second-place bowl game, but it is a game for losers played by losers. It has always been an American zeal to be first in anything we do and to win and to win.
Every time a football player goes out to play his trade, he’s got to play from the ground up—from the soles of his feet right up to his head. Every inch of him must play. Some guys play with their heads. That’s OK. You’ve got to be smart to be No. 1 in any business. But more importantly, you’ve got to play with your heart—with every fiber of your body. If you’re lucky enough to find a guy with a lot of head and heart, he will never come off the field second.
Running a football team is no different from running any other organization—an army, a political party, or a business. The principles are the same. The object is to win—to beat the other guy. Maybe that sounds hard or cruel. I don’t think it is.
It’s a reality that men are competitive, and the most competitive games draw the most competitive men. That’s why they’re there—to compete. They know the rules and the objectives when they get into the game. The objective is to win—fairly, squarely, decently, by the rules—but to win.
And in truth, I’ve never known a man worth his salt who, in the long run, deep down in his heart, didn’t appreciate the grind, the discipline. There is something in good men that yearns for needs, discipline, and the harsh reality of head-to-head combat.
I don’t say these things because I believe in the “brute” nature of man or that men must be brutalized to be combative. I believe in God, and I believe in human decency. But I firmly believe that any man’s finest hour—his greatest fulfillment to all he has worked his heart out in a good course and lies exhausted on the field of battle—victorious.
Drs. Aronson, Broderick, and Vaught
Savannah, GADear Karen,
Thank you very much for the last Nectar Connection; I have always found something of value. However, we have yet to participate and have missed your quarterly issues.
I want to share with you and the readers something I received from Dr. Ricketts when doing his course.
Press On
Nothing in the world can take the place of persistence. Talent will not; nothing is more common than unsuccessful men with talent. Genius will not; unrewarded genius is almost a proverb. Education alone will not; the world is full of educated derelicts. Persistence and determination alone are omnipotent.
We are hoping to reconnect and look forward to your next issue.
Dr. John Eloff
Wynberg, South AfricaDear Hummingbird,
Enclosed is a handy list of “five forbidden phrases and recommended responses.” Communication is so important in practice. Phrases are compliments of the “Telephone Doctor” by Nancy J. Friedman.
Five Forbidden Phrases...Recommended Responses
1. I don’t know...”Let’s find out.”
2. I can’t...” Let’s try this____.” (offer alternative)
3. You’ll have to...”What you’ll need to do”
(No one wants to be told what they have to do.)
4. Just a second...”Are you able to hold?”
5. No...Offer a positive alternative!
Dr. Terry Thames and Staff
Carrollton, TXEveryone in our office enjoys reading and sharing Hummingbird. The list I enclosed includes many of the smaller sayings in ABCs. Enjoy.
To Achieve Your Dreams, Remember Your ABC’s
Avoid negative sources, people, places, things, and habits.
Believe in yourself.
Consider things from every angle.
Don’t give up, and don’t give in.
Enjoy life today; yesterday is gone, and tomorrow may never come.
Family and friends are hidden treasures. Seek them and enjoy their riches.
Give more than you planned to give.
Hang on to those dreams.
Ignore those who try to discourage you.
Just Do It!
Keep on trying. No matter how hard it seems, it will get easier.
Love yourself first and foremost.
Make it happen.
Never lie, cheat or steal. Always strike a fair deal.
Open your eyes, and see things as they really are.
Practice makes perfect.
Quitters never win, and winners never quit.
Read, study, and learn about everything that is important in your life.
Stop procrastinating.
Take control of your own destiny.
Understand yourself in order to understand others better.
Visualize it. (Whatever “it” may be.)
Want it more than anything.
Xccelerate your efforts.
You are unique of all of God’s creations. Nothing can replace you.
Zero in on your target, and go for it...
Rhonda Summers
Office of Dr. Riley Hayashi
Reedley, CATry computerized scheduling from the clinical area. We love it!
Office of Dr. Wayne H. Garrett
Albertville, ALSunrise
Each morning darkness
becomes light.
You can depend on it.
The sun will rise from now
until eternity.
And with each sunrise
comes a brand new day.
It is your day.
It is your most precious gift.
May it bring you happiness.—S. Golomb
Dr. Edward F. Sullivan
El Paso, TX“Life is a dance for those who hear the music.”
“Music is the fluid of life.”
“Stories tell me how I can take action.”
—D.A.G.
“The plain fact is that the planet does not need more “successful” people. But it desperately needs more peacemakers, healers, restorers, storytellers, and lovers of every shape and form. It needs people who live well in their places. It needs people of moral courage who are willing to fight to make the world more habitable and human.”
—David Orr
Mrs. Diane Gilman
Bainbridge Island, WAWe really enjoyed our first copy of the Nectar Connection. Great idea!
One book I often read to keep “matters of consequence” in their proper perspective is The Little Prince by Antoine de Saint Exupery.
“Only with the heart can one see rightly; what is essential is invisible to the eye.”
—the Fox, The Little Prince
Dr. Anthony Broccoli
Andover, MAIn our office, we cut out complimentary newspaper articles about our patients and mail them with notes of congratulation.
Smile a lot...it costs nothing and is beyond price.
Dr. Bill Robinson & Staff
Sherman, TXDear Karen,
Your Nectar Connection has filled a communication void all professional organizations together have not accomplished. I say thank you and submit my views on a subject which several people have asked for more input. It is the bonded lower lingual retainer. I call it permanent retention for several reasons. Some of them are:
1. We now have a means of adhering wire to the enamel on the lingual surfaces of teeth.
2. We feel the professional obligation to assure a permanent correction.
3. We have concerns regarding a more litigious society.
4. We are aware that permanent retention is now possible.
5. Many of us have re-treated our previously treated relapsed patients.
6. It’s a simple procedure to do.
The method presented here is not the only successful one but it is the best I have developed. The steps are:
1. Finish the correction with normal overbite and overjet.
2. Align upper and lower incisors so the contact points are correct.
3. Smooth the lingual surfaces of all six lower incisors with a high speed diamond wheel, removing marginal ridges and irregularities that prevent a smooth flat lingual arc.
4. Adapt a pre-formed three-to-three so the pads fit as low as possible on the lingual surfaces of the cuspids and the wire between the pads rests high on the lingual of the four incisors yet is not visible.
5. Adhere the lingual in place with light-cured adhesive. (10 seconds)
6. Cover the lingual pads and surrounding enamel of the cuspids with herculite (a dense enamel restorative material by Kerr).
7. Light cure for 40 seconds.
Properly prepared and placed, these retainers seldom come off with normal mastication. The rewards are numerous:
a. The lower incisors stay retained.
b. The lower incisors help retain the upper incisors.
c. Maintained incisor integrity helps prevent C1 II relapse.
d. Patients retention problems are minimized.
e. The orthodontist’s daily schedule is free of time-consuming and costly retention visits.
Augmenting this with a vacuum-formed clear upper retainer worn only at night assures the patient of a simple retention procedure. Both can be worn indefinitely. The time required to place a lower three-to-three is 20 minutes of staff time and 10 minutes of doctor time. The upper clear retainer requires no more than 5 minutes of doctor time.
Doctors interviewed estimated they spent a minimum of one hour per day of appointment time for retention visits. These retention visits can be eliminated and turned into productive income time.
Dr. Les Starnes
Newport Beach, CAKaren,
Thinking of you—I thought you’d like this. I’m trying to figure out how to reduce the stress in my life—I have gotten to a “too much” point these past few weeks. Ideas are being explored.
Our lights, though seen by many
are recognized by few.
Like a dream whose memory fades
upon awakening, our forms seem fleeting,
darting into memory’s shadows.
Allow yourselves to believe, to feel,
to know
that we, like you, are beings of light.
We share with you the joy of love—
the joy of life.Mrs. Diane Gilman
Bainbridge Island, WAAs often is the case, the doctor usually wants to initiate little changes. Here is how our office handles them.
When there are procedure changes or the location of materials, an assistant will write it on a Post-It note card. At the end of the month, all new procedures are compiled onto one sheet and given to each assistant to put into their handbook.
Janice Ihawa
Office of Dr. Harold Goya
Hilo, HIWe purchased a Nintendo Game Boy for our patients to use while they wait in the treatment chair. It can be moved to any chair, and rechargeable batteries are inexpensive. Patients look forward to their appointments, and it’s rare to find someone who doesn’t know how to play the games.
Dr. Jeffrey Just and Staff
Manitowoc, WIDear Karen,
I appreciate getting a copy of the Nectar Connection. I have been reading it on my way back and forth to San Diego to see my kids, both of whom are at UC San Diego. I was reading the Connection on one of the flights when I struck up a conversation with the Dean of the School of Psychology in Alameda. We discussed the idea of a similar form for his graduates, and he has your number.
In response to Dr. Joe Coniglio’s hot dog story in the last issue...
As I sat musing, sad, lonely, and without a friend, a voice came to me out of the gloom, saying, “Cheer up; things could be worse.” I cheered up, and sure enough, things did get worse.
Karen, I thought you might enjoy another pearl. In addition to the “Gooey Goody Bag” we give our patients at their debond appointment, we enclose a “News of the Past” poster for them. The database resides on our computer, and everyone loves it. It is also fun to do for referring office staff if you can get their date of birth (we did it for a staff appreciation dinner for the entire city).
For information call or write to:
Spectrum Unlimited
2261 Market Street, Suite #276
San Francisco, CA 94114
Information 415-647-1070
Orders 800-999-9687Well that is all the news from here; I can’t wait to get my next copy if I got in under the wire. Can we FAX you in the future?
Dr. Barrett J. Parker
Alameda, CA“Destiny makes us brothers; no one goes his way alone. All that we send into the lives of others comes back into our own.”
Dr. Randy M. Feldman
Tampa, FLTo Sheri at Drs. Amley and Amley: I was reading through back issues of the Nectar Connection and saw your note about your office purchasing a “Focus on the Family” lending library. What a great idea! Has it seen good use? How was it ordered? What are the topics covered? It sounds intriguing.
To Dr. Bill Johnson: How is your Belgian mare...the one that had the sore foot as you wrote the note for the first issue of the Nectar Connection? Have you gotten more pasture? I hope your horses are well!
Suzanne Fransen
Hummingbird Associates
Bainbridge Island, WA“Cheerfulness and contentment are great beautifiers and are famous preservers of youthful looks.”
“A man wrapped up in himself makes a tiny package.”
From the Staff of Dr. Bill Robinson
Sherman, TXTo monitor status (will call/follow up/recall/missed appointments/delinquent accounts), we attach colored Post-It flags to the top of each treatment card. Each color designates a particular status. When treatment cards are filed in our open counter file, they allow us a quick visual reference of each patient’s status. The flags stay on remarkably well and are easily removed as the patient’s situation changes.
Drs. Jerry Rensch and Jay Dugoni
Portland, ORI’ve taken some of the poems, quotes, and philosophical expressions and have had them printed on 3 x 5 cards. I then give them to patients when appropriate.
Dr. Martin Schwartz
East Windsor, NJWe’ve been using glass ionomer cement for band cementation for several years. With proper technique, glass ionomer provides a chemical bond with enamel, is less likely than zinc phosphate to wash out, and releases fluoride.
A few tips that help:
1. Prophy the tooth or teeth prior to cementation.
2. Roughen the inside of the band using a shofu round stone before cementation.
3. After debanding, air dry the tooth to help visualize and remove cement. Dry glass ionomer is chalky in appearance and easily flakes off with a scalex.
Keep the nectar flowing!
Dr. Gerry Phipps
Spokane, WADear Karen,
We are relative newcomers to orthodontics (we hung out our shingle 1 1/2 years ago) and to your Nectar Connection. Your newsletter is excellent. We have gotten a lot of very useful information from it. It’s a great way to keep connected to what’s going on out there.
A time-saving tip for those billing insurance for their patients: I fill out one insurance form for continuation of treatment, leaving all dates blank. I make enough photocopies to last through treatment. When the time comes to bill for continuation of treatment, all I have to do is fill in the correct dates and mail.
“The greatest of all mistakes is to do nothing because you can only do a little. Do what you can.”
—Sydney Smith
Lisa Stevens
Office of Dr. Richard Christensen
Yakima, WAFor those who don’t have enough to read, may I suggest Bottom Line Personal? It’s 24 issues per year and consists of a little bit about everything (personal info). Boardroom Reports (business info) are written in the same format. They’re both enjoyable and easy reading. The cost is $49.00 per year.
Dr. Craig Davis
Rohnert Park, CAWe have been giving out a goodie bag at the day of bond removal. Everyone likes the caramels, gum, popcorn, etc. “But don’t tell your dentist.”
Cary Myshka
Office of Dr. Carl G. Casperson
Bloomington, MNDear Nectar Connection,
To expand on the suggestion from Dr. Bill Turbyfill in Asheville, Nectar Connection (1993) regarding colored plastic paper clips:
I carry several large plastic clips in my pocket. If I need a chart back to make additional notations, contact a parent or referring dentist, or write a letter, I place a clip on the front. After the receptionist makes the next appointment, the chart goes back to my desk. This helps to prevent these charts from being filed before I get them. Ms. Jennifer de St. Georges suggested this. Thanks!
Dr. Gayle Glenn
Dallas, TX“If you look for the worst in life and in people, you’ll find it. But if you look for the best, you’ll find that instead.”
—Author unknown
Dr. Wayne Garrett
Albertville, AL“A keen sense of humor helps us to overlook the unbecoming, understand the unconventional, tolerate the unpleasant, overcome the unexpected, and outlast the unbearable.”
—Billy Graham
Teresa Carroll
Office of Dr. John Coker
Stafford, VAKaren—
The most simple, effective marketing tool I’ve ever found—
Once people know you care about people, they want you to care about them.
Dr. Gus Charles Petras
Redding, CADear Hummingbird Nectar Folks:
Thank you for sending us the Nectar Connection—we always enjoy reading it and sharing some of the “pearls” at each staff meeting; plus, each employee initials it when they have had a chance to read it.
At our debonding appointments, we pop a bag of popcorn and present it with a bottle of champagne or sparkling cider (as appropriate) to the patient in a unique gift bag. They all seem to appreciate this gesture!
Quotable Quote: “If you see someone without a smile, give them one of yours!”
The Staff of Dr. John Eisinger
Monterey, CAThe Test of a Philosophy
We are trained at different universities and by various mentors, so we have different perspectives on orthodontics. Dr. Richetts has reduced some of the dogmas in our field, but we still have serious problems today. Some believe that we need to deliver more care per unit time, others think they are managers and not orthodontists, and some cannot bend wire, so they buy preformed ones that fit their concept of “normal” and use them without thinking. I believe we only deserve our “doctorate” if we can make a good or pertinent diagnosis. We do not need the Rocky Mountain system or the new Ortho-digitalizers; we only need our creative minds. If you could follow Dr. Tweed’s classic papers, Dr. Holdaway’s VTO, and angulated bracket mechanism with Dr. Steiner’s methods for facial cosmetics, your treatment plan would fit the best in orthodontics. Somehow, we forget what our parents taught us about common sense (horse sense, according to Dr. Tweed), so we elect new ways and ideas without looking within. So, we suffer “burn-out” or distress, and some never recover, like the alcoholic or drug addict. So, it is time we select the “Philosophy of Truth,” one that is time-tested and not all the new ideas that feel good but mindless. To serve the people as promised, we should have daily, weekly, monthly, and yearly plans. If not, we end up nowhere.
Dr. Stan Hew
Palo Alto, CADear Karen,
One of the things we discussed was the Nectar Connection and how it:
—Connects an impressive group of persons who have “got it.” They are customer-oriented.
—Enables someone who may initially impress us with a gruff, all-business exterior to reveal the tenderness inside.
—Reinforces its readers’ commitment to high principles and solid character traits. It is a meeting ground for persons who are becoming outstanding.
—Let its readers tell one another, in their own words or those of others, that it’s not only OK but good to be in touch with feelings.
In these aspects, it mirrors its publisher.
John K. Ottley, Jr., Executive Director
Southern Association of Orthodontists
Atlanta, GAEd. Thank you, treasured friend.
“When the fire is low, some shifting of the logs can make it burn more effectively. Adjusting our attitudes often does the same for our lives.”
—Theta Burke
Dr. Dave Cramer
Grandville, MIDear Karen and Staff,
Past-due accounts have always been a problem for most offices, but since we changed to multiple billing dates, our delinquent accounts are fewer.
By sending our statements out three (3) times a month, they are received closer to the due date, and people tend to write the check and send it to me.
The number of statements sent at one time is more manageable, and income is received more evenly. These are both pluses for our office.
Jo Ann Pinnock, Financial Secretary
Office of Dr. John A. Coombs
Carson City, NV“Death is not the greatest loss of life. The greatest loss is what dies inside us while we live.”
Dr. Richard S. Arnstine
Shaker Heights, OHDear Karen,
When I feel “burnout” approaching, I look to this quote for renewed focus, which helps.
“The important thing is not to stop questioning. Curiosity has its reason for existing. One cannot help but be in awe when he contemplates the mysteries of eternity, life, and the marvelous structure of reality. It is enough if one tries merely to comprehend a little of this mystery every day. Never lose a holy curiosity.”
—Albert Einstein
Dr. Kenneth Greenbaum
Salem, ORThis will be our second year participating in the March of Dimes. This year, we are having our patients along for the walk. Every patient will receive one of our custom-designed T-shirts for the March of Dimes, and we will have a cookout afterward to celebrate.
This enables us to communicate with our patients while supporting a good cause.
Dr. Goodwin G. Thomas
Rock Hill, SCDear Karen,
Our Staff attended our first Orthotrac Users Meeting, and what a pleasant surprise! We learned so much about our computers from OMS and the other offices we were so lucky to meet. Our office split into groups so that we could benefit from everything that was offered. The two staff members who attended your class enjoyed the video and brought back some great ideas. We also get some “great stuff” from your newsletter. Keep it coming!
“He who has conquered weakness and has put away all selfish thoughts belongs to neither oppressor nor oppressed. He is free.”
—James Allen As a Man Thinketh
The Office of Dr. Gregory K. Woodfin
Pensacola, FLHello everyone!
To help our clinic run smoothly, we pre-set all trays for major appointments (e.g., bandings, bondings, records, etc.) so we are ready when they come in the door. Our basic tray consists of a mirror, explorer, and doctor’s gloves.
I would like to hear about new or unique ideas for keeping inventory and ordering supplies. Thank you.
Kerry Lucas
Office of Dr. Joe W. Pearson
Phoenix, AZTo encourage our patients’ referrals, we offer movie passes. For every 2 referrals, the patient receives a movie pass. There is no limit on the number of passes; if they refer 10 patients, they get 5 passes.
Dr. Ron Perkins
Dallas, TXDear Karen and Company,
This past October of ‘92, I had the opportunity to attend the Hummingbird Treatment Coordinator Seminar in Denver, Colorado. It was a rewarding experience for our office and me.
Many different ideas were shared at this seminar on how to build the practice. The one we found interesting was the “Family Care Program.” This program tracks all siblings and family members who are in treatment.
We mailed a form to all the patients in our system, asking them to complete it and mail it back to us. The form asked for the name and age of any family member not yet seen in our office.
The letter was then sent back to us, and the sibling was entered into the system with the status of “S” for a sibling. If the child were past seven, we would call and schedule that person for a no-charge orthodontic exam. If the child were under the age of seven, they would go on a recall list for the month and year that they would turn seven years of age, along with the status “S.” By running that specific recall list, we would then know who to call and schedule an appointment for. The response so far has been terrific. We send out a certain number of letters each week, and so far, we have entered over 250 new patients into our system. Seeing how many referrals have come from the “Family Care Program.”
Thank you to Dr. Ginzler and Dr. Shaw for having the confidence in me to see what I could not and my ability to do things I never thought I could. They have enabled me to grow in ways I never thought possible. Thank you!
Linda Kennedy, Treatment Coordinator
Office of Drs. James Ginzler and Randall Shaw
Livonia, MIJust a note on being team players:
“Coming together is a beginning; keeping together is progress; working together is success.”
Colleen P. Hall, Orthodontic Technician
Office of Drs. Greeley and Nista
Wilmington, DEKaren,
I heard Moody Alexander say the following quote, which has been helpful to me in dealing with “underachievers,” etc.
“We have a responsibility to our patients, but we cannot accept all of the responsibility for our patients!”
Dr. Bill Davis
Chapel Hill, NCThanks for commenting on Scott in your ‘92 issue. He continues to do very well, and I look forward to Charleston.
“A common thread running through every strong, harmonious relationship is that the parties continually work on clarifying their expectations of each other.”
Doug and Marlyn Young
Parker, CO“Luck is nothing, but good planning properly executed.”
Linda Sparrow
Office of Dr. Don Cronin
Langley, BCDear Karen,
This parent’s prayer struck a chord with everyone in our office, even though many of our staff members are not parents. We realized that during a workday, our patients become OUR children for that short period that they are with us. At 4:30 in the afternoon, it sometimes becomes more challenging to remember the words of this prayer, but what a wonderful ideal to aspire to!
A Parent’s Prayer
Oh, heavenly Father, make me a better parent. Help me to understand my children, to listen patiently to what they have to say, and to understand all their questions kindly. Keep me from interrupting them, talking back to them, and contradicting them. Make me as courteous to them as I would have them be to me. Please give me the courage to confess my sins against my children and ask their forgiveness when I know I have done wrong.
May I not vainly hurt the feelings of my children. Forbid, I should laugh at their mistakes or resort to shame and ridicule as punishment. Let me not tempt a child to lie and steal. So guide me hour by hour that I may demonstrate by all I say and do that honesty produces happiness.
Reduce, I pray, the meanness in me. May I cease to nag, and when I am out of sorts, help me, Oh Lord, to hold my tongue. Blind me to my children's little errors and help me see the good things they do. Give me a ready word for honest praise.
Please help me treat my children as those of their own age, but do not let me exact them the judgments and conventions of adults. Allow me not to rob them of the opportunity to wait upon themselves, think, choose, and make their own decisions.
Forbid that I should ever punish them for my selfish satisfaction. May I grant them all their reasonable wishes and always have the courage to withhold a privilege that I know will do them harm.
Make me so fair, just, considerate, and companionable to my children that they will genuinely esteem me. Fit me to be loved and imitated by my children. Oh God, do give me calm and poise and self-control.
Dr. Richard Boyd and Staff
Columbia, SCFor every holiday in the year, we have a theme bulletin board with decorations. Since there is such a long span between July 4th and Halloween, this year we, the staff, will have all our baby pictures up (Doctor included!) as a “Guess Who’s Who?” bulletin board!
Amy Yung
Office of Dr. Robert Quinn
San Francisco, CAWe have lots of information to cover at staff meetings, which I’m sure all busy orthodontists do. Therefore, we sometimes forget to emphasize things to concentrate on the week following staff meetings. To help overcome this problem, we devised “weekly focus” cards, which we use at the morning huddles. Each week, we concentrate on one task or idea for the week and place a reminder card near the schedule so it is constantly seen. This helps us focus on a particular task, goal, or idea for the week.
Dr. Scott Hamilton
Topeka, KS“Don’t be afraid to take a big step if one is indicated. You can’t cross a chasm in two small jumps.”
—David Lloyd George
Dr. Barry McNew
Greenville, TXHi Karen,
I very much enjoy the Nectar Connection and the many excellent suggestions from offices nationwide. Two quotes I keep close by:
“I do not expect anything from others, and therefore, their actions are not in opposition to my wishes.”
“The problem is there is no problem, and for most of us, that is a problem.”
Dr. Jerry Prohaska
Santa Fe, NMIn addition to legal holidays, I pay each staff member their birthday off. They appreciate having that special day recognized. I take my birthday off, too!
Dr. Mike Rosenberg
Miami, FLI live in a small town, and like Caesar’s wife, I need to be beyond reproach. For that reason, I have:
1. never go to the store looking “grungey.” You never know who you will meet!
2. I bought local and made a point of it even if I could get it for less in “you name it.”
3. Shop in locally owned stores, and avoid WalMart, even if it costs less (sound familiar?)
4. supported “every” local charity event, emphasizing any patient/parent request.
5. tipped a little extra in the restaurants.
Doing these things at least keeps you from being known as a cheapskate.
Dr. Harold Bergh
Ridgecrest, CAI love the Nectar Connection. Each input puts a smile on my face and a thought in my mind. In turn, I would like to share this tidbit from “Notes to Myself” by Hugh Prather.
“Perfectionism is slow death. If everything were to turn out just like I want it to, just like I planned, then I would never experience anything new; my life would be an endless repetition of stale successes. When I make a mistake, I experience something unexpected...When I have listened to my mistakes, I have grown.”
Renee Christner, Office Manager
Office of Drs. Logan and Okamoto
Glendora, CADear Karen,
Thanks for the beautiful and thoughtful card and the latest Nectar Connection.
As for the latter, folks should reflect on the proposition that building a technical or interpersonal skill is like building a brick wall. It is done one brick at a time. Each brick and each course of bricks is used as the foundation for the next brick or course. Get the first brick right, and the next will follow, etc. Many trainers and trainees stumble by trying to lay more than one brick at a time.
Jim Madison, Labor Attorney
Orrick, Herrington & Sutcliffe
San Francisco, CAHummingbird Associates is saddened to have lost a dear friend with the passing of Winter Griffith, M.D. For those of you who may have missed Winter’s letter in Volume 1, last October when he was diagnosed with cancer, we repeat it here and say, “Winter, you have been an inspiration, and we will miss you.”
“David Wilkinson, my good friend and minister, uses a simile which seems to fit perfectly into my present situation. It refers to flying aircraft (which I can readily identify with because of 75 hours of instruction many years ago). In times of crisis, a pilot who is lost goes through three progressive steps:
• Admits he is lost and in trouble.
• Ascends higher to add safety and get a better perspective.
• Seeks help and follows the help that is offered.
Signs, symptoms, and objective findings make it abundantly clear that I am lost and in trouble.
I have headed up toward higher levels and larger rooms for better perspective and direction.
I will listen and follow.
I have already received assurance of a safe, soft landing into a different, wider dimension...The timing of the landing is relatively insignificant. So, don’t cry for me. Instead, celebrate the great life I have had and still must look forward to. I shall, by choice, carry on with my work, play, family, music, religious and spiritual life. I’m OK.”
Dr. Winter Griffith
Tucson, AZLife’s ABC’s: “There are three essentials in life: a warm embrace, good food, and books. You will never taste all the world's foods or read all the books ever written. The first item speaks for itself.”
—Carmen Rusca
Lori Nolthenius
Hummingbird Associates
Alameda, CAWe love all the great ideas! Keep the issues coming. Communication is the key to success!
Dr. Francis J. Miller
Washington, MOExcellent magazines for all ages are available from Focus on the Family.
• Brio (teen girls)
• Break Away (teen guys)
• Clubhouse Jr. (4-8)
• Clubhouse (8-12)
• Teachers in Focus (for educators who need encouragement and practical curriculum concerns from K-12)
Parents appreciate them, and you can be sure the values kids learn from them won’t be contrary to what your parents expect. Parents request subscription information.
Drs. Amley and Amley
St. Petersburg, FLIf you always do what you’ve always done, you’ll always get what you’ve always got.
Instead—
1. Identify problem
2. Analyze the elements
3. Generate potential solutions
4. Select one
5. Implement a course of action
6. Evaluate the results
Dr. Goodwin G. Thomas and Staff
Rock Hill, SCIn our lab, we use Play-Doh to protect acrylic when soldering, such as hooks on retainers. We also use Play-Doh for undercuts when making clear retainers and acrylic appliances.
Using the Play-Doh saves us time and is very inexpensive.
Lorraine A. Canon, Lab Coordinator
Office of Drs. Greeley & Nista
Wilmington, DE“A professional can do his work when he doesn’t feel like it.”
Sherry Schurr, Treatment Coordinator
Office of Dr. R.A. McFarland
Lewisville, TXDear Karen,
We decided to do something a little different for Christmas two years ago. Finding a gift for the Doctors they would want or need became increasingly difficult. Now, we all look forward to the holidays.
Through one of the many organizations in the city, we “adopt” a child in the Doctors’ names. These children are either in foster care or, because of their family situation, would not be having any Christmas at all. The organization provides a big red bag with the child’s name, their gift wishes (which sometimes include a new pillow, blanket, or underwear), their age, and sizes. The staff all contribute whatever they would have spent for a gift. The money is collected, a shopping day is set, and we all go together to pick things out for our “child.” We wrap them, and they go into the bag, then delivered to the organization’s drop site. They then give the bags of gifts to the children on Christmas Eve.
At our annual Christmas dinner, the Doctors and their families are given an ornament with the child’s name and the year engraved on it. This serves as a remembrance of their gift of “giving” from all of us. We all get into the true spirit of the season, and the Doctors love it.
Margie Eshelby, Treatment Coordinator
Drs. Thompson and Thompson
Overland Park, KSWow, how fantastic! By sharing of thoughts, I receive so many back through your fantastic newsletter!
“...i may not be able
to change the world
i see around me...
but i can change
the way i see the world
within me.”“...i think being on time
is being thoughtful
of another ‘beings’ time.”—Brock Tully, Reflections
Brock Tully, Author
Vancouver, BCDear Karen,
Once a year, in the spring, we throw a roller-skating party for our patients, their families, and friends. Everyone really enjoys it! We have cake and games and lots of prizes to give away. The patients look forward to it every year.
Drs. Daft, Stamos, and Johnson
Sacramento, CAThanks for the Nectar! We like its positive, inspiring thoughts.
Many dental assistant programs are not filled to capacity, and quality assistants are always needed. Dr. Al Landucci sponsors scholarships for qualified high school graduates in the local program. Why not do this individually or encourage your local dental or orthodontic society to provide scholarships to accredited programs?
Joyce Burns, RDA
Office of Dr. Albert O.J. Landucci
San Mateo, CAWhen performance is measured, performance improves. When performance is measured and reported back...the rate of improvement accelerates.
P.S. Thanks for the Nectar Connection—terrific idea!
Dr. Michael L. Stevens
Salt Lake City, UTDear Karen,
The Nectar Connection displays the philosophy hidden within all of us. Let’s hope it continues to flourish.
More practically speaking, an idea which we have used and found very popular is to have a “Staff Only Party.” This is usually held when I am away at a meeting. We invite “staff only” from referring dentists to drop in during the afternoon to enjoy food and refreshments. We also have brought in a chef for cooking demonstrations, graph analysis, palmists, and people who do your colors to provide some entertainment. My staff seems to enjoy the planning and privilege of having their party, and they do a great job putting it all together.
Dr. Hugh R. Phillis
Nashua, NhWe put a stamp with fourteen squares (two rows of seven) on the front of our patient charts. We write the date of each health history update in the square. We update once a year, and this helps us quickly see when it’s needed.
Anonymous
Ed. Please sign each Nectar Connection entry so that we can properly credit each office for their great ideas!
Hi—
We enjoy the Nectar Connection so much, but especially the marketing and treatment tips.
We compiled a list of the birthdays of all our referring dentists and hand-delivered a decorated birthday cake to the office on or near the day. They all seemed so touched we know their birthdays; we’re thinking of doing it for each staff member during the next year of our two top referring offices!
Valerie Chiles, Treatment Coordinator
Office of Dr. Richard L. Ingraham
Corpus Christi, TXFrom a presentation by Dr. Vince Kokich:
• Those who work with their hands are laborers.
• Those who work with their hands and minds are craftsmen.
• Those who work with their hands, minds, and hearts are artists.
Dr. John S. Kanyusik
Mankato, MNWe place a News and Gossip sheet at the front desk for patients to fill out. People write about their own achievements, their friends’ activities, or our staff. These tidbits are printed in our quarterly newsletter. Patients enjoy seeing their names in print, and they like reading about their friends.
Dr. Tim T. Buto
Oxnard, CA“We are instruments for each other’s evolution.”
Drs. Compton and Marosky
Indianapolis, INSymphony Saturday Mornings
In this hectic world filled with busy lifestyles, we can all look forward to spending some quiet time in a relaxing environment. We created “Symphony Saturdays” in our office to help patients and their families find this soothing environment. On “Symphony Saturdays” our office plays classical music. Our patients, young and old, enjoy this relaxing change of pace.
Dr. Jackie Berkowitz
Columbus, OH -
Thomas Moore has written two exceptional books, Soul Mates, Honoring the Mysteries of Love and Relationship and Care of the Soul. In the latter, he suggests there are at least three strategic ways one can create soul in an organization: promote individuality, build job satisfaction, and address the deep human need for community and friendship at work. He points out that soul is diminished when a person is not given an opportunity to grow. I loved both these books and recommend them highly.
The Summer 1995 edition of the Nectar Connection reminds us that 1995 is more than half way over, and our question for each practice is, "Are you on track toward reaching your goals?" The Hummingbird Numbers Analysis helps participating offices focus on their conversion rate, delinquent accounts, chair efficiency, staff utilization, etc. Please email (info@hummingbirdassociates.com) if you wish to participate or receive a complimentary copy of a recent report.
Karen Moawad,
Hummingbird Associates
Bainbridge Island, WAWe have recently purchased a Micro-etcher manufactured by Danville Engineering. In our indirect bonding procedure, we use it to etch and clean the bonding material on the brackets, freshen up the bonding material on loose brackets to rebond direct, and etch crowns or Herbst and bands before cementation. We use this for both new and loose bands. This has reduced our failure rate.
Cathy Sapp
Office of Dr. James Morang
Athens, GAWe sponsored a CPR certification course for local dentists and their staff. The course was held in our office. It gave everyone a chance to meet each other while doing something to benefit themselves and their patients.
It was so successful we intend to make it an annual event!
Dr. Lawrence Rosenberg
Clifton, NJWe provide our oral surgeon with a gold chain welded to an eyelet and a piece of stainless steel mesh for bonding to palatially impacted cuspids. He/she then bonds the mesh to the impacted cuspid. With this technique, we haven’t had the chain separate from the mesh. The chain is slipped through the eyelet before the eyelet is welded to the mesh.
Dr. John Anderson
Atascadero, CATo celebrate a staff member’s birthday, we used to have the birthday celebrant bring a treat. We now pick names among the staff at the beginning of the year, and on your person’s birthday, you bring the treat and card for their celebration. We’ve had everything from breakfast casseroles at work with all the trimmings to someone even delivering dinner after work. It’s been fun to think of different celebrations and has been more enjoyable for the birthday person, as they don’t have to bake on their birthday.
Dr. William Devries and Staff
Jenison, MIWe enjoy receiving the Nectar Connection. It’s always filled with such good ideas and thoughts.
We always try to let our patients know how much we appreciate having them in our practice. This September, we had a “Back to School” picnic. We invited our patients, their families, and any friends they wanted to bring along. We cooked hamburgers and hot dogs, had face painting, and various fun activities. What a success! We all enjoyed a nice day filled with many happy times. Our patients are still talking about what a great time they had. Many are planning for next year’s picnic in advance!
Thanks again for such an outstanding newsletter.
Louise Crocitto
Office of Drs. Larry Elliott and Felipe Norena
Fort Lauderdale, FLWe send our new patients a “New Patient Letter.” When they come in for their first new patient visit, we fill out their health history and all their information. We enjoy going the extra mile for our patients!
Office of Dr. Michael Gabler
Appleton, WIOur office prides itself on punctuality. If we are more than fifteen minutes late in seating a patient for a regularly scheduled appointment, we give the patient a coupon for free admission to a local movie matinee. The patients know this and try to be on time in hopes of catching us. At the end of the month, the unused coupons are divided among the staff.
Dr. Paul Romanelli
Janesville, WIWe love getting the Nectar Connection and wanted to share an idea with your readers. During the year, we always try to have contests and promotions for our patients for holidays and special occasions. This past fall, rather than doing something just for Halloween, we decided to include all the fall holidays with a Fall Festival Celebration. Beginning October 1st and running through the week before Thanksgiving, we asked our patients to bring in either a homemade picture or an item to decorate our office or a food or toiletry item to be donated to a local charity to be dispensed at Thanksgiving. In return, their name went into a basket for a prize drawing (a CD player for our younger patients, a $100.00 restaurant gift certificate for our adult patients, and various $25.00 gift certificates for a pizza parlor, movies, and video store). What a huge success it turned out to be! We collected 300 pounds of food for the needy in our community. Our office looked very festive with all our decorations, and the patients loved their gifts. It was a WIN-WIN situation for everyone!!
Nancy Anselmo,
Financial Coordinator
Office of Dr. Cary Williams
Tampa, FLWith the high cost of today's technologically advanced arch wires, what happens when a bracket comes loose and it is necessary to step down an arch wire size? Would you like to keep the archwire for replacement at the next appointment? What about those archwires which have a lot of bends? One way is to write the patient’s name and archwire size on a piece of tape and carefully attach it to the wire. Place in glutaraldehyde for 24 hours, insert into a protective envelope with the patient’s name and archwire size, then place it alphabetically in a box specifically for archwires. Note in the chart so it won’t be forgotten. That way, at the patient’s next appointment, you won’t have to take the time to bend a new archwire. It’s safer than attaching it to the treatment card, and you can save money, too.
Lori Garland Parker
Hummingbird Clinical Consultant
Marina del Rey, CAFinishing every patient’s orthodontic treatment by the estimated completion date and keeping the treatment duration as short as possible is essential to practice success and profitability. Each patient who remains under care beyond the estimated completion date precludes the starting of a new patient, wastes critical practice resources, frustrates the patient and the professionals involved, and threatens the credibility of the practice.
What can be done to ensure that the treatment duration is minimized and that the estimated completion date is met? Focus on devising practical treatment plans that are achievable within a realistic time frame. Establish clear treatment objectives and develop the discipline to constantly and critically assess progress toward those goals. Be ready, willing, and able to modify the treatment plan immediately if treatment is stalled.
The first quarter of 1995 Hummingbird Numbers Analysis indicates that 9 of 64 participating practices have more than 8% of their patients beyond the estimated completion date. Could your practice benefit from some guidance in this area? Call me at (619) 934-4141. Let’s talk about how your clinical efficacy can be improved!
Dr. Bill McNeill
Mammoth Lakes, CA
(former President of the PCSO and faculty member,
University of Washington, Orthodontic Department)An experiment was done recently by entomologists at the University of Minnesota. It was a simple childhood experiment, yet very revealing psychologically and spiritually. Bees were placed within a jar, and a perforated lid was screwed in place. At first, the bees were just as “busy” as their stereotype...buzzing frenetically as if their energy would never wane. After some time, the bees settled onto the jar floor, which remained static. At that point, the scientists removed the lid of the jar, and guess what happened? Nothing! The bees made no effort to leave nor to move. They had become accustomed to their reality...being enclosed within a jar. They had become accustomed to being less than what they were created to bee.
I’m sharing this experiment to tell you that the lid is off the jar.
—As quoted in the January/February 1995 Newsletter St. Francis in the Foothills, Tucson, AZ
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAIf you are treating staff members of your referring dentists at no charge, explain to the staff member that you will waive their charge each month upon receipt of their coupon from their coupon book once it has been signed by their boss indicating they are still employed there.
Thus, the staff member and the referral source are reminded monthly that you provide orthodontics at no charge.
Jeff Schauder, D.D.S.
Green Bay, WIIt is expected to explain to patients what not to eat, and to avoid chewy, gooey foods. But does your staff take the next step and help patients and parents understand what should be eaten and why good nutrition is so important? Is your staff comfortable discussing information on proper nutrition with orthodontic patients or tips on reducing stress with TMD patients?
Many avenues are available that increase physical fitness in a fun and enjoyable manner. In addition to nutrition and exercise, courses are available to effectively manage the stress of working in a fast-paced orthodontic environment. There is no question you and your staff will end the day committed to a healthful lifestyle. The rewards will be many, including happier employees who feel better about themselves and increased productivity.
Anonymous
Our patients have the option to write a pen pal in France. We’ve arranged with an orthodontic office to exchange patients’ names.
Linda Slagle, CDA
Office of Drs. Stanley Pastor and Patrick Shannon
Tulsa, OKFormulas for Fame
• There is far more opportunity than there is ability.
• Education isn’t play and can’t be made to look like play. It is hard, hard work. But it can be made exciting work.
• The stomach is the only part of man that can be fully satisfied. The yearning of man’s brain for new knowledge and experience and more pleasant and comfortable surroundings can never be completely met. It is an appetite which cannot be appeased.
• We shall have no better conditions in the future if we are satisfied with all our current ones.
• Everything comes to him who hustles while he waits.
• The very first thing an executive must have is a fine memory. Of course, it does not follow that a man with a fine memory is necessarily a fine executive. But if he has the memory, he has the first qualification; if he does not, nothing else matters.
• Restlessness is discontent, and discontent is the first necessity of progress. Show me a thoroughly satisfied man—I will show you a failure.
• Genius is one percent inspiration and ninety-nine percent perspiration.
• The best thinking has been done in solitude. The worst has been done in turmoil.
—Thomas A. Edison
Dr. Ken Schmitt
Aboard the Un Bel DiOur staff drew names at our March staff meeting for “secret Easter Bunny pals.” For the one week before Easter, we each surprised our secret pal with Easter treats and goodies. The fun climaxed on the last day (Thursday) with a potluck, “Taco Salad Lunch,” where we each brought one necessary ingredient to build the salad (lettuce, cheese, chicken, etc.) and a $10 gift to reveal our identity. It was a genuinely win-win activity. We had as much fun giving (and surprising) as receiving.
Karen Gimse
Office of Dr. John Stieber
Mill Creek, WAAs I consult in orthodontic offices, I have noticed a correlation between the number of times an elastomeric product has been sterilized or disinfected and the weakening of the material. To prevent the need to sterilize or disinfect “O” rings or elastic separators multiple times, cut the sticks in advance into single-use quantities.
To avoid the risk of water contamination in the air/water syringe during a bonding procedure, resist the temptation to use the air syringe to thin excess sealant. Place a thin coat of sealant on the etched surface, and the need to thin the sealant will be eliminated.
“Children need love, especially when they don’t deserve it.”
—From Heart Warmers, First Congregational Church, Marshaltown, Iowa 50158
Lori Garland Parker
Hummingbird Clinical Consultant
Marina del Rey, CAOne of the bigger hits for our office was not planned. A robin decided to nest under our front porch and was in the process of raising three baby birds. These birds drew a lot of attention and put us all in the spirit of spring.
Dr. William Simpson and Staff
Bowling Green, KYEditor’s Note: This entry was submitted during the summer of 1994. Sorry it took us so long to share.
When it comes to evaluating employees, we take the following unfavorable influences into account:
1. Being late for work or coming in late from lunch
2. Being to work on time but not prepared to work
3. Being chronically slow
4. Incomplete lab slips, notes, and/or charts
5. Incomplete appointment cards and/or scheduling errors
6. Too many bad hair days, questionable personal grooming
7. Poorly pressed uniforms
8. Conducting personal phone calls on office time
9. Wasted time, not making productive use of free time
10. Personal conversation, particularly when busy
11. Passing on patient charts
12. Clock watching
13. Unwillingness to work with scheduling demands (for example: not covering for sick employees)
14. Not reading the treatment card and/or day sheet correctly
15. Not speaking with a parent whenever possible
16. Rushed and/or incomplete chairside instructions
17. Brash or personal conversation around patients
18. Poorly positioned bonded, lingual retainers
19. Incompletely untied arch wires when the doctor arrives
20. Not being aware of the need to stay on time with the schedule
21. Not being efficient at tasks
22. Being wasteful with supplies
23. Not being aware of the contents of treatment care and the nature of anticipated procedure when the doctor arrives (like handing the doctor improper brackets)
24. Standing passively at the chairside, not anticipating the doctor’s needs
25. Being late, rushing out
26. Handing a patient over to another assistant at lunch or the end of the day so you can leave
27. Sharing or complaining about benefits or wages to other staff (perfecting/improving OK and encouraged with doctors)
28. Not participating in office functions
29. Making a patient “gag” with impressions...almost always avoidable if care is taken in prepping the patient for the procedure
30. Acting impatient, critical, or demeaning to a patient
31. Being negative about another employee
32. Being content with the status quo
33. Not looking for opportunities to “go the extra mile” for a patient or fellow employee
34. Poor banding technique. Trying on and distorted too many before finding the proper size. Not trying to improve the method.
35. Being constantly rough with patients.
36. Not following up on difficult appointmentsJeffrey Schauder, D.D.S.
Green Bay, WIAs a way of celebrating ten years of dedicated service, Dr. Barone presents staff members with diamond bracelets on their 10th anniversary of employment. We have eleven employees, five of whom have worked for Dr. Barone for more than ten years and have received their bracelets, and five who have worked for more than seven years. It’s fun for staff members to count the remaining months to the day they receive their diamond anniversary bracelet! Mine was diamonds and emeralds!
Judy Hoskins, Office Manager
Office of Dr. Nicholas Barone
North Providence, RIAfter each initial exam, I write to the patient, thanking them for visiting us and reiterating the great care they will receive in our office. I usually include stickers or McDonald’s certificates in the kids’ notes. I’ve had a really wonderful response from everyone. It seems like “kids” of all ages love to get mail.
Susan Kelly, Treatment Coordinator
Office of Dr. Tony Lovrovich
Kirkland, WAWe use Computerized Appointments —Tracking Method
We put in any person who is going on recall on the FIRST day of each month with the appropriate appointment. For example, if a patient needs to come back in a year for a retainer check, we put them in for 11/01/95 and a retainer check.
We then use ANY other day of the month for an “appointment tracking system.”
If a patient leaves the office without making an appointment, we process their appointment as “Kept” and then “Go” to the patient’s record and put them in our “appointment tracking system.” Using any other day but the first of the month, we put the date when they need to come in through recall. We also include the type of appointment they need.
When they call to make their appointment, the information is available on the screen. If they don’t call, they will appear on a list you can print anytime.
Sue Matlof
Matlof Waxler PC
Manchester, MOStraw Procedure for Palatal Expanders
Why Use the Straw
Straw is used between the appliance's acrylic and the soft tissue of the mouth's roof. It not only cleans the appliance but also stimulates the soft tissues.
How to Use the Straw
1. Flatten one end of the straw as flat as possible (flattening against a countertop or table works well). For best results, remove the very end of the flattened portion with scissors.
2. Place the flattened portion of the straw at the front of the appliance, and, using your thumb to flatten, push under acrylic until you feel it come through the back.
3. Pull the straw from under the acrylic and out of the mouth. You may find food in the straw. Rinse out and repeat step 2 on the other side of the mouth.Dr. Steven Gregg
Spokane, WAHere is a thought for every day: Life is like a coin. You can spend it however you want, but you can only spend it once.
Mary Woodard
Office of Dr. Larry Roberts
Elkhart, INWe started a monthly drawing for $20.00 in movie passes or a $20.00 gift certificate to a sporting goods or music store. Patients who bring their appointment slipsc when they come for their appointments can enter the drawing. This allows for clarity as to the time and date of their appointments.
Office of Dr. Stanley Takasaki
Clearbrook, British ColumbiaDear Karen,
I’ve learned that orthodontists are among the luckiest people in the world. They have a profession they love and make more money than 99% of people worldwidc. Sometimes, they need to sit back and smell the roses. It really was a wonderful life as an orthodontist in the ’90s. We need to be grateful and appreciate what we enjoy.
Dr. Paul Broadwater
Salt Lake City, UTWe give debond patients a 12-sdhot Kodak Camera to photograph their “Big Day.”
Office of Drs. Edward and Robert Amley
St. Petersburg, FLT Together
E Everyone
A Accomplishes
M MorePatricia Shifflett
Office of Dr. Walter Shepherd
Eden, NCWe have added a really nice touch to our waiting room for our new patients. As they enter our office, they see their name on the board that says, “Welcome New Patients.” It makes them feel special and puts a smile on their face immediately. It keeps us smiling, too!
Vicki Hand, Treatment Coordinator
Office of Dr. Curtis Menard
Wasilla, AKWe have found that Pam Cooking Spray is an excellent lubricant for Alginate mixing bowls.
We give a cookbook with lots of nutritional ideas, especially for the patients scheduled for orthodontic surgery.
Drs. McLain and Steedle
Winston Salem, NCAlways take progress models before removing appliances.
Dr. Joseph Higginson
Owensboro, KYTo add color and excitement to your reception room, get an electronic moving sign (about $100 at K Mart) and program it with the names of new patients, removals, starts, or birthdays. You can also include messages about hygiene, holidays, or contests. The patients love seeing their names in lights!
Dr. Michael Rosenberg
Miami, FLBecause some people have trouble remembering the name behind the face, we put our patient’d pictures on the front of each chart. This way, we don’t confuse our patients, and when they call, we can see who we are speaking with.
Dr. Luke Choi and Staff
Anaheim, CADear Karen,
I hope you are well. If one of my staff has not sent this already, here is an elegant clinical idea Tara came up with for removing stainless steel crowns. As you try them on for Herbst appliances, use primary molar extraction forceps to grasp tight-fitting crowns as you trim and get the proper snap fit. We used scalers to catch an edge, but it was time-consuming and very uncomfortable for the patients. The forceps easily grip the crown, and we have cut many minutes from this procedure.
Dr. Jack Feller
Green River, WYAt patient removal appointments, we take a Polaroid picture of our patient and enclose it in a Thank-You note. The thank-you is from the child to their parents.
Shawn Levin, Treatment Coordinator
Office of Dr. Don Thompson
Overland Park, KSA thought for today:
An attractive person is one you notice.
A charming person notices you!
Dr. Tom Jarrett and Staff
Beckley, WVWe want to share a patient-motivating method for delinquent home care patients.
Rather than “chewing out” a patient who appears at the office with food accumulation and obvious neglect, we ask the patient if there is any way that we can help him/her keep the teeth and gums clean. Then we say, “Let me show you again how to use the toothbrush and proxabrush. I really care about you, and I want your teeth to stay healthy and look great when your braces are removed.”
First, we deal with the patient, and then at the next visit, we find out if the patient has assumed the responsibility. If not, we use the same wording with the parent, but in most cases, the patient responds favorably!
Everyone accepts tche caring approach best and usually gets the best results!
Dr. David McSurdy
Collegeville, PATo thank our referring dentists, we deliver vegetable trays with dip instead of donuts to them along with a note wishing them a Happy, Healthy 1995. These trays can be purchased pre-made, or you can buy the vegetables in bulk and have the staff get involved in the preparation.
Stephanie Gross, Clinical Supervisor
Office of Dr. Ronald Gross and Joel Fromer
Pottstown, PATo keep a positive mental attitude, I have found it helpful to repeat to myself everyday:
Life is wonderful.
Life is wonderful.
Life is wonderful.Ten times every cday, and do you know what I have found out by doing this for the last ten years every day? That life is wonderful!
Dr. John Matis
Ogden, UTWe are using an intra-office slip, the bottom half of a preprinted 8 1/2 X 11 sheet for each patient. The top half consists of a report to be taken home by each patient. The report consists of the typical oral hygiene grade., cure progress, headgear and elastics instructions, next appointment date, etc., that many offices use.
We have perforated the bottom half so that it can be detached by the front office. The patient’s name and date are printed by our computer system on each piece. In addition, the top portion contains a section for check-in time (computer printed) and the bottom portion an account balance (again computer printed).
We use the intra-office slip for communication between the back and front when the patient is finished with their appointment. Any correspondences or special handling (X-rays, extractions, etc) can be communicated. The front office can take immediate action with the patient and parent present, or they can set it aside for future reference. It certainly has aided and simplified our communication between the back and front.
P.S. Judy truly enjoyed the Treatment Coordinator II course in Denver, 1994.
Dr. Craig Davis
Rohnert Park, CAThe following “saying” was mailed to all the dentists in our area, and all the pediatric dentists were given a framed “saying” to put in their offices. We really received a lot of positive remarks from doing this. I thought you and others would enjoy it!
A child's mind is as tender
and lovely as the petals of a full-blown rose.
Beware how you touch it!
Meet it with all the reverence of your being.
Use it with gentle respect
and fill it with the honey of love,
the perfume of faith and
the tenderness of tolerance.
Thus, shall you fulfill the mission of your life!—E. H. Wuerpel
Dr. James Martin
Pleasant Hill, CASetting The Stage for Mutual Success
When we go over the consent form with our patients, we write a big IRA at the top and tell them that these letters stand for “Individual Responsibility Agreement.” We say to the patient that their parents would like to wear the braces for them, and we would like to wear the braces for them, but who’s responsibility is it really?...pause...and wait for the patient to respond with “It is my responsibility.” We explain that the fee is the total unless there is poor cooperation.
Later, if there is a problem and treatment may be prolonged because of poor cooperation, we inform the patient six months before the bond removal date that there are three options:
1. We can end the treatment at the scheduled time, let them sign a release, and leave the teeth only relatively straight.
2. The patient can pay an extra monthly fee and continue treatment.
3. They can do their part, wear their elastics, headgear, etc., and finish with a quality result. The decision is in the hands of the patient and parents.By taking the time to have this conversation with the patient, we are setting a level of expectation and getting them to understand that a timely orthodontic result is a mutual responsibility. Young adults can never learn too soon that accountability for their actions is an important principle in life.
Jim Caskey and Staff
Office of Dr. C. Moody Alexander
Dallas, TXA Great Idea for Your Orthodontic Patients
Every spring Dr. Anderson invites all his patients to a roller-skating dparty. The patients bring one or two friends with them. Some parents even join the fun. The staff helps the young kids skate by holding hands with them. The kids love to see Dr. Anderson on skates. Everyone has a great time!
Krista Pietila, Orthodontic Assistant
Office of Dr. Ross Anderson
Canton, MIA great idea for the office that travels or for assistants who hate cleaning Alginate bowls. Baggie mixing is clean, portable, and more sterile than the traditional Alginate bowl. We package our alginate in sandwich bags, preferably with no pleats. Put 1 or 2 scoops of alginate in the corner of the baggie, add a measured amount of water, twist the bag, and begin gently mixing with your fingertips. As alginate powder is absorbed, start mixing it in a circular motion on the palm of your hand. Once the alginate looks smooth, pop a small hole in the corner and squeeze it into the tray, like a pastry bag. Once the tray is inserted into the mouth, you can tell the setting time by feeling the bag. Once it is set, throw your bag away—no mess, it’s great. We also found that patients enjoy feeling what you’re about to put in their mouths.
Our office motto is “The word TEAM has no “I” in it.”
—Author Unknown
Sandy Stroh, Registered Dental Assistant
Office of G. Frederick Siersma
Denver, COPeople forget how fast you did a job, but they remember how well you did it.
—Anonymous
Carol Diring, Laboratory Technician
Drs. Schauder, Steinke, & Koster
Green Bay, WIIn the past, we purchased ice cream cone certificates to give to patients who had “difficult appointments.” We now give “free milk shake certificates,” which McDonald’s provides to us at no charge. contact your local McDonald’s Marketing Department and sign up for this program.
Dr. Gregory Valeriano
Charlotte, NCFollowing are some words on Enthusiasm from my friend John Furlong, who does a superb job managing a private sports club in Vancouver, BC.
The Power of Enthusiasm!
Enthusiasm-That particular something that makes us great; it pulls us out of mediocrity and commonplace; it gives us strength!
Enthusiasm- It glows and shines, and it always lights up your face. It’s there in your performance for everyone to see.
Enthusiasm-Is the maker of friendship, the maker of smiles, the product of infectious confidence.
Enthusiasm-Cries out to the world, I’ve got what it takes and suggests to everyone that you have the best job, the best company to work for, and what you own is all you’ll ever need.
Enthusiasm-It’s there in wisdom, determination, cooperation, vision, hope and it’s in the best of all our qualities. Often it’s a career maker; it’s in our will to win; it’s in the heart of every champion...
Enthusiasm-Is the inspiration that makes you wake up and live your life to the fullest. It puts a spring in your step, a twinkle in your eyes, it makes you feel good about yourself and accept those around you.
Enthusiasm-Is reason gone crazy to achieve the loftiest of goals. it is inflamed by opposition but never put off by it. It leaps out and blasts barricades from its path!
Enthusiasm-Is contagious. It laughs at the impossible. It inoculates all those who come in touch with it. It is that vibrant thrill in your voice, the same one that influences the will of others into harmony with your own.
Enthusiasm-Massages the most unattractive tasks into delightful deeds. It is the magnet that draws kindred souls with irresistible force, and then electrifies them with the magnetism of its determination. It inspires winners, overcomes adversity, helps us achieve the unachievable. It is the gift of gifts, the personification of our inner spirit, it sets us apart from the crowd!
Enthusiasm-Do you have it? Then, thank God for it!
If you haven’t...then be on your knees and pray for it!
Dr. David Kennedy
Vancouver, British ColumbiaWe meet promptly 15 minutes before our scheduled day begins. This is our time to organize our day and get the entire staff working in the same direction. Our agenda is:
1. The new patient coordinator shares any information about consults, exams, or re-exams.
2. The schedule coordinator shares the upcoming schedule, including what’s available with adjustments and debonds and how far out bandings, exams, and records are on it.
3. The lab technician confirms that all patients scheduled for any “delivery” have the appropriate appliance ready.
4. The bookkeeper gives the total number of patients scheduled for the day and how many are past due.
5. Clinical staff reports on nonroutine procedures and mentions all scheduled patients who are either behind in treatment or due to be debonded soon. Patients with special needs are also recognized.The huddle is then turned over to Dr. Griggs. He gives us a “Thought for the Day” from “God’s Little Instruction Book.” He or a staff member then dismisses us with prayer.
This 15-minute huddle has greatly benefited our practice. It will only ever work if every staff member prepares for their part and is present on time.
Deanna Jeffers, Treatment Coordinator
Office of Dr. H. Gilman Griggs
Florence, AL“I cannot adjust the wind...but I can adjust my sails so I can go in the direction of my wishes.”
—Author Unknown
Dr. Richard Mays
Thousand Oaks, CAWe are anxiously awaiting National Dental Health Month. At the beginning of the school year we contacted the school nurses to offer the opportunity to speak to their students on oral health. Due to the excellent response, we have added extra visits in March. Several schools have arranged health fairs, and we will have an educational booth. This will be an excellent way to present our office to the community positively. We’ll let you know how it turns out!
Linda Slagle, CDA
Office of Drs. Stanley Pastor and Patrick Shannon
Tulsa, OK“A journey of a thousand miles begins with the first step.”
—Oriental Philosophy
Dr. Robert Reey
Etobicoke, OntarioBecause so many parents work and cannot accompany their children to appointments, we have devised a progress report form in triplicate. Approximately every 3 months, we schedule a progress update with a parent. Our form covers such things as hygiene, breakage, attendance, compliance with headgear and elastics, status of TMJ, medical history update, etc.
If the parent is present they sign the form and receive a copy. If the parent is not present, a copy of the form is mailed home and the parent signs it and returns it to our office as verification. The third copy is handy as an extra for the patient’s dentist, especially if there is a problem the dentist needs to know about.
Dr. Teresa Salino-Hugg
Burlington, IAAfter being a “veteran” of one year on Doctor Time Scheduling, one thing has become very clear. In order to make it work well, the doctor must get organized with how treatment is delivered. Standardizing the care to the patient is not to remove the individuality from what each person needs, but rather adds consistency to end results. It is important to standardize to reduce staff confusion and allow them to better visualize where the patient is in treatment and thereby more effectively and efficiently carry out their assigned tasks. If you can’t standardize, no scheduling system will work.
Dr. Ray Kubisch
Seattle, WASince 1985 when I felt like I had reached “financial freedom,” my intention was to sell my practice and move to California. From ‘86 to ‘93 I found it very difficult to sell my practice and I’m not sure if it was due to “the economy,” clinics taking in most of the new graduates in my area, or my endearing personality.
During that seven year period, I worked every other week, and tried to learn how not to work on alternate weeks while commuting from New Orleans to California.
Early in 1994, I changed my plan again and decided to teach my “non-orthodontist” son to run the practice and do the things I never really liked doing, and I now am doing nothing but patient care and my son is doing “the rest.” What a relief and a joyous way to live.
Good luck on the Book!
Dr. Gene Dongieux
New Orleans, LAMonthly Toothbrushing Contest
To encourage our active patients in braces to brush well, on each visit we put their names in a jar and at the end of each month we pull three names. Each of our winners receive a movie theater coupon book worth $15. We also take a picture and post it in the office.
At the end of the year, they are eligible for a grand prize of $100. The contest is fun and encourages good oral hygiene.
Dr. Harold Goya
Hilo, HISo as not to step on a referring dentist’s toes (or a potential referring dentist’s), prior to making an oral surgery or periodontal referral (ie: impacted canine or frenectomy), I telephone the patient’s dentist to first check if they perform that procedure or if they have a specialist in mind. This courtesy is often greatly appreciated.
Dr. Catherine Oden
Hampton, VAKeeping Alginate Mixing Consistent
To keep alginate mixing consistent, use water kept at exactly 71 degrees in coffee “air pots” positioned at convenient locations in the operatory. The water temperature should be checked first in the morning and again in the afternoon on especially hot or cold days.
Dr. Joe Forsman
Lubbock, TXWe have had vinyl, static cling brushing instructions printed up. The patient has a gentle reminder on the bathroom mirror while brushing and Mom can remove it to clean and then place it back.
The 2 1/2 by 3 1/2 vinyl static sticker reads:
Your Instructions for a Beautiful, Healthy Smile
Rinse—with a plaque-removing liquid (Plax, Viadent, etc)
Floss—be sure to get between each tooth
Brush—pay attention around the brackets and gum-line
Fluoride—use as directed, especially before bedtime (ACT, Gel-Kam, etc)
Check-Ups—see your dentist at least every 6 monthsIt also shows the Doctor’s name and logo on the bottom.
Dr. Ricky Caples and Staff
Monroe, LAEvery year our office has a postcard contest from June to August. Then in September, prizes are handed out. After each contest we used to throw the postcards away. This year we decided to keep them and cover our consultation room walls. The kids enjoy seeing their postcards each appointment and it makes for a more cheerful and colorful consultation room.
Dr. John Gerling and Staff
McAllen, TXIn our office after each banding, we take a Polaroid picture of the patient and place it up on our “Welcome Aboard” board. They all seem to love it and they really feel like a part of the office. Many of our recall patients seem anxious to get started so they too can have their picture on the board. At adjustment visits they all look for their picture and who else they might know from the office. We think it makes it fun for them to be in braces!
Debra Ducharme, Treatment Coordinator
Office of Dr. W.A. Weaver
Swampscott, MAI would like to share the following idea that I feel is very valuable in my practice!
At the first retainer check appointment, I do a “Post-Treatment Review.” I do this following full treatment, and at the end of Phase I therapy. It is a good time to talk with the patients and parents about the correction achieved, the retention protocol, recommendations regarding third molars, and ancillary treatment recommendations. If a second phase of treatment is anticipated this is discussed briefly. I have found this increases case acceptance for Phase II therapy.
Dr. Gayle Glenn
Dallas, TXWhen patients come in to our office for placement of separators, they are provided with extras to take home and are thoroughly instructed on how to place them using floss to thread them between their teeth. This is a time saver in case any would fall out, plus it eliminates the need for patients to make a special trip into the office.
Drs. Robert Campbell and Christopher Pine
State College, PAEvery mighty oak was once a nut that stood it’s ground.
Dr. Steven Cermak
Graduate Orthodontics, University of the Pacific
San Francisco, CA“A man [or woman] can succeed at almost anything for which he has unlimited enthusiasm.”
—Charles M. Schwab
Dr. John Lude
Worthington, OHPatients are proud of their achievements. We have encouraged them to exhibit their achievements via a bulletin board in our waiting room which demonstrates to all who are interested. This has been a huge success. It is updated quarterly.
Dr. Pasquale Vitagliano
Brightwaters, NYAt our deband appointments we give the patient a “We Care” card. It’s a mini survey for the patient to fill out and to let us know what their thoughts are on how their treatment went. This card tells us if we’re doing a great job or how we can improve things, and it also gives us suggestions that we may want to implement in our office later. This has worked well for us and our response rate is great! It’s a great tool for our office!
Tina Bowling, Treatment Coordinator
Office of Dr. Jerry Hickman
Greenwood, INWe have a few patients in our practice who have had a severe reaction to transpalatal arches (TPA). Their tongue swells and is very sore. When this occurs we remove the TPA. We add an acrylic button to this appliance and re-insert it in a few weeks after the tongue heals. This seems to have less tongue irritation with the plastic button, therefore our patients feel the appliance is more comfortable. It feels good inside to know you can make a patient feel less apprehensive about getting the appliance, simply by adding an acrylic button.
Marie Reed, Orthodontic Assistant
Office of Dr. John Monacell
Sandston, VAThanks a Bunch Brunch
To thank and encourage our patients to take morning appointments, we hold a Wednesday morning brunch. We serve muffins, bagels, juice, coffee, and other brunch-type items. The patients really enjoy it, and it does help to “sell” those morning times.
Lois Price
Office of Dr. Charles Price
McLean, VAWe like to use 1 inch #658 Correction and Cover Up Tape, by 3M, for notes on our charts. It works like a Post-It Note, but has no loose flap to peel off and get lost. It peels off easily when its purpose is finished.
Drs. George and Brad Kaprelain
Sunnyvale, CAWe deband by removing all brackets except molars and laterals and placed upper and lower wires with vertical loops distal to the lateral brackets. This allows us to control the teeth while getting settling and normalization of gingiva. Our retainers fit better; especially Essix retainers.
Dr. Michael Steinberg
Millburn, NJExercises Nobody Needs
1. Jumping to conclusions.
2. Running around in circles.
3. Wading through paperwork.
4. Pushing your luck.
5. Passing the buck.
6. Throwing your weight around.
7. Spinning your wheels.
8. Dragging your heels.
9. Adding fuel to the fire.
10. Climbing the walls.Dr. W. Scott Robinson and Staff
Columbia, MOWe have an index box that Dr. Albinder keeps in his office to file photos of patients that are good examples of cases that he will need in the future for lectures (Class I, II, III, Early Treatment, Adult Treatment). He puts the name and date on them and files them alphabetically. That way, they are always convenient and he doesn’t have to search back through the charts for them.
Dr. Kenneth Albinder and Staff
Virginia Beach, VAKaren,
Thanks so much for sending us the Nectar Connection. Our entire office enjoys reading all of the helpful tips.
Since using the Handi-Dri drier, from Lancer Orthodontics, Inc., before priming all bonded teeth, we have had much greater bond success. Therefore, we’ve had fewer bond failures and fewer emergency appointments.
Janet
Office of Dr. Gary Starr
Matthews, NCRecently, at her child’s appointment, a mother expressed difficulty locating a store carrying a Water Pik. We immediately offered to call area stores we thought would carry them. Having located several, we could give the patient’s mother a choice of stores and the best price. She was most appreciative! Henceforth, we make every effort to accommodate our patients and parents by offering to make appointments with their dentist for a cleaning, the oral surgeon for extraction, or just a courtesy call to make life a little easier. It’s done on the spot and has given the practice another personal touch.
Eileen O’Leary
Office of Dr. Roger Nettune
Basking Ridge, NJWhen seeking a new employee, we always insert “Please send a resume with references and salary requirements to...” then rent a bin number at the newspaper who in turn forwards the letters to us.
This keeps our phone lines clear, keeps our front desk productive, and automatically screens our prospective team members.
Dr. M. Jay Terzis
Madison, NJThis past year we had two or three “Theme Parties” to say thank you to our patients. In June, we had a beach party. We decorated the office with beach balls and swim gear and served hot dogs to our patients throughout the day. In July, we had a Fourth of July party complete with flags and red, white, and blue cookies. We also gave away a $50 savings bond. Our patients truly appreciated the extra effort we make and we had fun doing it.
Dr. Mitchell Pelsue and Staff
Janesville, WIFor those OMS users, we devised a quick and effective way to communicate the receipt of a bad check without spending much time on the phone. Our office manager created a form letter under AWPS that pulls all the information regarding the NSF check into a letter once it’s posted. It’s a simple yet straightforward two-paragraph letter giving the date of payment, check amount, NSF fee, and new balance. Our recovery rate and communication with parents have improved significantly since implementing this method.
Dr. Robert Davis
Columbus, OHWe recently heard Deepak Chopra and came away with a new insight into tempering the new year. It’s a quote by Maharishi Mahesh Yogi.
“Happiness, which has a reason for it, is only another form of misery. But bliss is when you are happy for no reason, in the mere fact of existence.”
Drs. Bill and Celia Martin
Gainesville, FLOur office had a contest for the staff to reach a certain goal from January to August to create teamwork and increase productivity. We had a lot of ice and snow during the winter, so we were behind until August when we all pulled together to do whatever it took to get the patients in. Our reward was a trip to the MASO Convention in Puerto Rico!
Lesa Sullivan, Administrative Assistant
Office of Dr. Saul Burk
Gaithersburg, MDThe single most important thing our office does is hold an annual retreat each January. We all attend a local spa retreat and have two days of meetings.
The Doctor opens the retreat with a “State of our Practice” address. We hold sessions on topics such as team building, time management, problem-solving, goal setting, and the future of our industry.
We do not bring in outside speakers. Staff members are assigned discussion topics to lead, and group and individual input is encouraged.
Time is set aside for personal pursuits such as spa facilities use, outdoor sports, and mind/body-related health classes.
At the end of each year’s retreat, we return to work with our goals for the new year, and our team is better and stronger than ever before. Our practice figures don’t lie. We’re a great team, and we all believe it is due to a great Doctor who takes time to get us focused each January.
Kathie Broden, Controller
Office of Gerald Jeffry
Antioch, CAWe have been told by our patients and parents that they feel very much “at home” when they come in for their monthly visits. One of the reasons is that we offer the adults a FRESH cup of coffee while they wait, changing the flavor from time to time and provide the latest issues of monthly magazines for their pleasure. We also take pride in the fact that we are always on time to see our patients. As one parent complained, “You don’t give us enough time to finish our coffee.” Therefore, we now provide them with lids so they can take their coffee with them. This has been quite a hit with the parents since many of them run to other commitments before they go home for the evening.
Dr. Pavel Sectakof
Woodbridge, Ontario“Most people miss opportunity because it is dressed in overalls and looks like work.”
—Thomas Edison
Dr. Barry McNew
Greenville, TXWe are making two copies of our Panorex at the records appointment and giving one to the referring dentist for their file.
Our appointment coordinator is taking the receptionists of our referring dental offices to lunch (one office a week) to get to know them better by putting a face to the telephone voice and finding ways to work together with our mutual patients.
Terri Goodman, Appointment Coordinator
Office of Dr. Bill Robinson
Sherman, TXA neat thing we do for our younger patients is to give them their “teeth models,” whenever we have an extra from making an E-Arch or anything else where the model isn’t badly deformed. The kids seem to love it and talk about taking the models to school for “show and tell.”
We love the ideas in the Nectar Connection, so please keep them coming!
Sandy Jackson, Treatment Coordinator
Office of Dr. Jim MacAlpine
Asheville, NCA wise man once said, “That which we persist in doing becomes easier to do, not that the nature of the thing has changed, but that our power to do has increased.”
Let us all keep DOING.
Dr. W. Morgan Davis
Mesa, AZRemember that “Perfect” is the goal, the bullseye we all shoot for in our treatment. We do our very best to strive for it every day and if we hit it several times in our life, we’ve done well. If we can remain close to it most of the time, all the better.
Dr. David Adams
San Diego, CAOur office recently put up a Picture Board in the waiting room titled “Our Staff, Our Family.” We place individual pictures of our staff and their positions and activities our staff and family participate in. Some of those activities have included a rafting trip and an office celebration. Getting such positive responses from our patients and their families feels good.
Kris and Karen
Office of Dr. Jack Rosser
San Jose, CAWe give our patients a free sitting at Glamour Shots Photography and a $10 off coupon at their debonding appointment. The photographer sends us a free 8x10 photo for our office.
The debonding appointment is an exciting time for our patients and they seem to look forward to getting their picture taken with their “new” smile.
Dr. Donald Cope
Bossier City, LADeliver us to our passion.
Deliver us to our brilliance.
Deliver us to our intelligence.
Deliver us to our depth.
Deliver us to our nobility.
Deliver us to our beauty.
Deliver us to our power to heal.
Deliver us to you.—Illuminata: Thought, Prayers, Rites of Passage
Marianne Williamson
Melissa Fike
Forestville, CAOne of the biggest problems our practice has always faced, and one that I’m sure is shared with most other offices, is the high demand for before- and after-school appointments. The reason for this is usually not so much the problem of getting the patients out of school as it is forcing the parents to leave work to pick them up and bring them in.
Our solution was to buy a 35-foot Trailways bus and build a “mobile office,” which we take to each of the local middle and high schools. This “mobile office” is equipped with three dental chairs, a reception area, a sterilization area, a central vacuum, a compressor, etc. We can do everything we do in our main office except take radiographs.
We go to each of the five schools we serve for a full day once a month. We try to limit the services on the bus to adjustments and arch-wire changes, so we usually see 60 to 80 patients each day.
Given the bus's original cost and ongoing maintenance, it could be more cost-effective. However, it is very popular with the parents, appreciated by the schools, and has made scheduling in our office much easier. It is also a change of pace for me, and it has been gratifying to provide this unique service to our patients and parents.
I would be happy to send you photos or any further information on our “mobile office.”
Thanks again for your superb publication.
Dr. Dennis Briggs
Neenah, WITo thank our referring dentists, we periodically hire a CPR instructor to come into our office and then invite the dentists and any staff who need to be certified or re-certified. We do this several times a year and invite different offices.
Nancy Rivera, Financial Coordinator
Office of Dr. Kenneth Holman
Redwood City, CAI have used the Vertical Calendar since 1971. The four-week interval has evolved to a seven-week interval, and my schedule is less rigid. A week may have 1 to 5 patient days. The arrows directing patient flow became cluttered and hard to follow. Several years ago, I started color-coding the patient days each week. The arrows are gone! The calendar is much easier to construct and read.
Dr. Bill Odom
San Mateo, CAHere is my contribution and I don’t know where it came from, but because some of us are so controlling, this may help.
LETTING GO
To let go doesn’t mean to stop caring, it means I can’t do it for someone else.
To let go is not to cut myself off. It’s the realization that I can’t control another.
To let go is not to enable but to allow learning from natural consequences.
To let go is not to try to change or blame another, I can only change myself.
To let go is not to care for but to care about.
To let go is not to fix but to be supportive.
To let go is not to judge but to allow another to be a human being.
To let go is not to be in the middle of arranging all the outcomes but to allow others to affect their own outcomes.
To let go is not to be protective, it is to permit another to face reality.
To let go is not to deny but to accept.
To let go is not to nag, scold, or argue but to discover and correct my own shortcomings.
To let go is not to adjust everything to my desires but to take each day as it comes and to cherish the moment.
To let go is not to criticize and regulate anyone, but to try to become what I dream I can be.
To let go is not to regret the past but to grow and live in the now.
To let go is to fear less and love more.Office of Barry Parker
Alameda, CAI always enjoy reading everyone’s “pearls of wisdom.” Thank you for publishing them. I always try to remember that...
“A smile speaks a thousand words.”
Jane Finkelstein, Office Manager
Office of Dr. A. Joel Gluck
Nashville, TNOne of the problems we encountered last summer when we computerized our practice was how to deal with our satellite office. Like many orthodontists, we have two locations, and it was not economically practical to duplicate the computer hardware in both offices. At the same time, we wanted to utilize computerized scheduling and other functions while working in the satellite.
After discussing several options, I found that purchasing a satellite office laptop computer was the most economical and practical solution. The computer software company designed a program to transfer all the data files from the mainframe in the main office to the laptop and vice versa, thus allowing us to take all our files to the satellite location (or home if I need to work in the evenings). This has worked great for our situation. Another advantage was that when we experienced hardware problems with the mainframe and the main office computer was “down” for one week, we were still able to operate uninterrupted using the laptop computer. It was a lifesaver!
Dr. Charles Gulland
Hermitage/Greenville, PABonding Maxillary posterior teeth has always been difficult, mainly because it is difficult to see where I put the bracket. I have recently gone to the smallest mirror head I could find. It’s easier to maneuver and I can see better.
Dr. William Hyman
Montebello, CAOften, I have patients who come to our office for an examination who have already completed active orthodontic treatment. Other patients may come for a second opinion who are in the process of active orthodontic treatment with brackets still in place.
Many times, the patient is angry with the previous orthodontist, and in some instances, the patient discusses bringing suit against the first orthodontist.
I have found it helpful to emphasize the positive in the examinations and focus on what previous orthodontic treatment has accomplished (the improvement) rather than on what remains to be done (the relapse).
An example of this recently was a 23-year-old female patient who had been treated previously with two years of fixed orthodontic appliances followed by two years of retention. Occlusion had relapsed to Class 2 (end on) with an overjet of 4 mm and some malignment of the maxillary and mandibular incisors. We obtained the original records from the previous orthodontist. At the treatment conference, we showed the patient how much her malocclusion had improved despite the relapse. We discussed the causes of relapse, including skeletal dysplasias, adverse skeletal growth, adverse muscle function, etc., and suggested in her case that permanent retention would be necessary.
I emphasized that her previous orthodontist was competent and well-qualified and that all orthodontists have patients who experience some relapse in spite of the best diagnosis and careful treatment. Since the previous orthodontist had treated her before and was more familiar with her condition, I suggested that she return there for any possible retreatment and long-term retention. She agreed to this.
Not all cases work out this ideally, but I have found that most patients respond favorably to this positive approach. We have been able to “defuse” some angry patients and restore their confidence in orthodontics.
Dr. Philip Tighe
Allentown, PAEditor’s Note: Congratulations, Dr.Tighe. We are impressed!
I welcome and enjoy this treasure and unique approach to “staying connected” to our friends in the Hummingbird world. Many of the ideas and suggestions shared in your publication have profited our practice.
I believe that in our daily lives, we are often faced with myriad decisions and demands. It is often difficult to separate those items needing immediate attention from those that merely clutter our thoughts and divert us from progressive action. I try to deal with this through a process of constant evaluation that clearly defines the real needs of those that are perceived but may not yet require action or worry. In today’s busy world, people are frequently paralyzed by worry about “what ifs” and “whether it will happen.” This creates many more problems than what exists. As a result, many people become so overwhelmed that they cease all actions and become ill with despair and depression.
I offer the following thoughts to solve my problem and help others maintain a healthy perspective in our sometimes hectic lives.
“A problem is not a problem
until it is a problem.”
Dr. Richard Savage
Anaheim Hills, CAA thought that came across the other day...
“Success is to get what you want.
Happiness is to want what you already got.”I believe it is very possible to have both. You have to strive for it. We can get anything we want!
Best wishes,
Dr. Jose Bosio
Columbus, OHOur office has found a way to save time with prepping for direct bond brackets. We use Q-tips to pumice the teeth before etching. It saves some time in preparation and helps cut down on sterilizing an extra handpiece per banding patient!
Cynthia McElroy, Clinical Supervisor
Office of Dr. Ronald Sepic
Uniontown, PATiming is everything. But while you are waiting for the right time, don’t let the right time pass you by.
Denise Miller
Office of Dr. Steven Tinsworth
Bradenton, FL“Kindness is the oil that takes the friction out of life.”
Amy McFarland, Patient Coordinator
Office of Dr. Tom Popp
Hixson, TNDear Karen,
I sold my practice to Michael John Stepovich last May. My last day there was the first week in October. I am now a retired orthodontist. We are building a new home in Springville, Utah. We are loving it here. I am going to be working with my daughter-in-law who will be opening a Learning Center here. I am excited about the work she is doing. This should keep me from getting bored!
Best wishes,
Dr. Ronald Mackley
Springville, UTOur office is in Calgary, Alberta, home of the World-Famous Calgary Stampede, which runs July 7-16, 1995. During this time, we decorate our office and dress up Western. Last year, we also made bandannas with a print of a cowboy on a horse (both with braces) and our logo. We gave one to each of our patients during Stampede week. Our patients enjoyed it!
Office of Drs. Barry Hoffman and Ron Wolk
Calgary, Alberta“Time spent laughing is time spent with the gods.”
—Japanese proverb
Barb Booth, Scheduling Coordinator
Office of Dr. Peter Kuipers
Bloomington, MNOur procedure for patients going from active treatment to retention seems to be unique to our office—and Dr. Walker says he will never change it. We remove only one set of brackets at a time. At the first appointment, we take an impression. In the second appointment, we remove that set of brackets, insert the retainer, and take an impression of the remaining arch. At the next appointment, we remove the remaining brackets and insert the last retainer. At the final appointment, we take the final set of records.
By spreading these appointments out over several weeks, there isn’t one very long debonding appointment. The patient doesn’t wait for a retainer; he/she goes home with it the same day and doesn’t get used to not having one. The patient only has to get used to one retainer at a time; any gum redness and swelling have gone to show a beautiful result at the final records visit.
Dr. George Walker and Staff
Freeport, IL“You cannot climb uphill by thinking downhill thoughts.”
—Anonymous
Dr. David Wertz
Dubuque, IAIt is not work that kills men; it is worry. Work is healthy; you can hardly put more upon a man than he can bear. Worry is rust upon the blade. It is not the revolution that destroys the machinery but the friction.
—Henry Ward Beecher
Drs. David Johnson and Jon Sammann
Alameda, CAFollowing is a copy of a contest we used for Dental Health Month. All patients in the month of February had a chance to fill one out at their appointment.
February Dental Health Month Contest
Answer these dental questions and win a prize!!!!!!!!!
1. Which month is Dental Health Month?
2. Name three sticky foods you can’t eat with braces.
3. Name three crunchy foods you can’t eat with braces.
4. What can you wear to protect your teeth during sports?
5. How many times a day should you brush?
6. Before bed, should you rinse with fluoride or Jello?
7. What appliance do you wear after braces to keep your teeth straight?
8. Name two habits that are bad for your bite.
9. What is your orthodontist’s name?
10. What color hair does your orthodontist have?
11. Name one chairside assistant: (first name)Everyone who returns one (correct answers or not!) received a toothbrush with Dr. Fuller’s name on it!
We also had a “Win a Valentine Gift for Your Mother” during February. Any patient with clean teeth, on time for their appointment, and no loose braces had a chance to put their Mother’s name in the fishbowl to win a designer T-shirt.
Faye, RDH
Office of Dr. David Fuller
Medina, OHOur doctor has an entertainment area which is wonderful. We have a Sega machine and a Pac-Man game which allows patients and others to have some entertainment while they are here.
We appreciate all the different informative hints and suggestions we have received from the Nectar Connection.
Denise Tanner, Patient Coordinator
Office of Dr. Ben Foster
Shreveport, LAWhen treatment starts, we give our patients a T-shirt with our office logo. When patients wear the T-shirt to their appointments, we reward them with a TCBY “Free Yogurt” coupon. This has proven to be a great marketing tool and makes our patients very happy.
Becky Davis
Office of Dr. Kevin Spillane
Woodstock, GAWe keep Protexin Oral Spray at each chairside unit. After an alginate impression is taken, patients enjoy that fresh mouth feeling.
Dr. Michael Badell
Sun Valley, IDAbout a year ago, our receptionist suggested that she try using a headset to answer the phone instead of a hand receiver. This would allow her to have both hands free, and she wouldn’t need to hold the receiver between her head and shoulder. This has worked very nicely, allowing her to be more efficient and comfortable.
Dr. Richard Fewell
Tullahoma, TNWe would like to share with the Nectar Connection the idea of having four to five Game Boys in the operatory to give to patients while they are getting their braces on or if there is a delay and they have to wait for an assistant or the Doctor. We have found this very effective, and the patients absolutely love it!
Lannette, Treatment Coordinator
Office of Dr. Mark Mills
Colorado Springs, COWe perform a puppet show, for kindergarten classes to teach the children how to care for their teeth. The puppets are colorful, and we taped the dialogue to easily raise the volume for everyone to hear clearly. The show lasts five minutes, and we’ve received great reviews from the students and teachers.
Dr. Henry N. Gellert
Newtown, CTA simple way to stop young patients from thumb sucking: We let them pick out a small stuffed animal (name it if they would like), and we write their name on it and tell them they can take it home with them if they stop sucking their thumb for three months. It's amazing how many will stop. We do not charge anything but ask that they tell their general dentist/pediatric dentist and pediatrician.
Dr. Don Flanagan
Chattanooga, TNTo help our office stay focused and work as a team, we have a framed print from “Corporate Impressions” hanging in our staff lounge. This print has a picture of a team of rowers with the word TEAMWORK below it. Below the teamwork word there is a phrase which says:
“Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishment toward organizational objectives. It is the fuel that allows common people to attain uncommon results.”
This print can be purchased through any Successories store or ordered from their catalog. I feel it has really helped bring our office together and stay focused.
Dr. Charles Jackson
Sandy, UTMy wife’s grandfather had this poem hanging in his office—I couldn’t find the author...
“One ship drives east and another west,
By the self-same winds that blow.
It’s the set of the sail and not of the gale,
That tells them the way to go.
Like the winds of the sea are the ways of fate,
As we journey along through life,
It’s the set of the soul that decides the goal,
And not the calm or the strife.”Dr. Dan Peavy
San Antonio, TXBefore banding a patient, I have always wanted to make sure that the patient had no decay so that we wouldn’t start treatment with active decay present and also make the patient’s dentist aware that this was a genuine concern to us.
In the past, I would ask the patient to have a cleaning and exam before starting treatment. Some patients had their exam and cleaning just three months ago, others would only go to the dentist twice a year because that is what insurance covered. In short, it created confusion, some resentment on the part of the patient for what seemed unnecessary expense, and in general was not a good system.
Now, we handle the matter straightforwardly. When a patient makes an appointment for orthodontic records, we call their dentist and ask when they had their last cleaning and if all restorations are completed.
The staff member notes this in the chart, and if a cleaning, exam, or restorative procedure is needed, I tell the family at the consult that this must be taken care of prior to treatment.
With a simple, quick phone call, the dentist is aware of our concern, and we immediately have good information, which enables us to make a good decision about what to recommend to the patient.
Dr. John Melling
Ashland, MAWhen we have a young patient who needs deciduous extractions, the mention of
these extractions during the consultation will often create excessive anxiety for the child. When this occurs, I will pull out the panorex and show the child the difference between a deciduous tooth root and a permanent tooth root. I explain that since the roots are so much smaller, the extraction should be fairly simple. I have found this often puts the patient at ease.
Diane Rodriguez, Treatment Coordinator
Office of Dr. Samuel Berro
Long Beach, CAOur team has a “vision statement,” which we framed and hung on the wall for all to see...
Awesome Care
in a
Unique Place
by a
Dynamic Team
We had name tags designed with our team logo to coordinate with our vision statement. The name tags are great because they do not have the usual pin attachment, so your uniform doesn’t get a hole or tear. The name tags are attached with a magnet!! The metallic name tag has a separate magnet that fits inside the jacket or shirt to hold the name tag on.
Sandy Fogarty, Treatment Coordinator
Office of Dr. Gerry Phipps and
his “Awesome Team”
Spokane, WADear Karen,
We enjoy receiving the Nectar Connection.
Here’s a tip we have found helpful for patient communication. Though progress reviews can be flagged by computer or written in the chart, they can still be missed. As we write up treatment for future visits, we automatically highlight our treatment card with a yellow highlighter to indicate the time for such a review. This has been a “can’t miss” approach for us as assistants, receptionists, and doctors, who all see the highlighted chart.
Dr. Joseph Catania
Fayetteville, NYWhen mixing cement on a mixing pad sheet placed on a refrigerated mixing block, we first put a dab of wax on the block. This helps to keep the mixing sheet from moving around!
Dr. Harold Connelly, Jr. and Staff
Stratford, CTDr. Berkowitz recently purchased a Sega Video Game machine for our two offices. The response from not only our young patients but also Moms and Dads has been great. The Sega machine has become a great marketing tool since everyone tells their friends.
Carol Bronsdon, RDH
Office of Dr. Jackie Berkowitz
Columbus, OHOn the day a patient is debonded, they write their parents a short note thanking them for their beautiful smile and for the time their parents spent bringing them to appointments. As patients leave the office, they remove their photo, taken on “banding day,” and display it on our patient board to take home as a memento.
Maureen Lucy
Office of Dr. Stephen Sherman
Baton Rogue, LASomebody did a golden deed;
Somebody proved a friend in need;
Somebody sang a beautiful song;
Somebody smiled the whole day long;Was that “Somebody” you?
—Quote from a Secret Pal calendar of Chatham Publications
Judy Carter
Office of Dr. Robert Waugh
Athens, GAI keep stickers in my chair drawer that say things like “Good Job,” “Wow,” etc. Then, when one of my patients shows improvement with brushing, rubber bands, etc., I put a sticker on their report card along with a note of “Thanks” for trying harder.
Susan Smith, Assistant
Office of Dr. C.W. Groesch
Springfield, ILEditor’s Note: Thank you for the lovely card.
We appreciate the valuable information shared through your Nectar Connection. We have utilized many of your quotes and practice suggestions. In fact, we would like to pass on an idea in hopes your readers may like it.
We celebrate National Dental Assistants Recognition Week in Canada in March of each year. It is essential to our practice that every employee feels appreciated and motivated. We are always looking for new ideas to achieve that. Last year, during Dental Assistant Recognition Week, we had each staff member submit a short note of thanks to each Dental Assistant, acknowledging something special about them as an individual as well as a valuable team member. These cards accompanied a special gift of recognition from Dr. Wood. Our dental assistants were delighted and have expressed, a number of times, how meaningful this acknowledgment was from their co-workers.
Just a thought to leave you with—“Nobody cares how much you know, until they know how much you care.”
Brenda Kroll
Office of Dr. Clark Wood
Edmonton, AlbertaEveryone in the office enjoys reading the Nectar Connection. Here are a couple of ideas both patients and parents love!
At each patient’s debonding appointment, our doctor gives the patient one of the following books as a gift with a note from him.
Life’s Little Instruction Book - II or Live and Learn and Pass It On
We also take before and after photos of the patient and make a small photo album for each patient. At a patient’s return visit after debonding, our doctor presents the album to the patient and parent.
Office of Dr. A. Page Jacobson
Gainesville, FLA friend recently shared a copy of his Nectar Connection with me, which prompted me to send you a practice tip.
We have some part-time employees, and sometimes, it gets challenging to communicate procedure changes to everyone. To solve this problem, we have created a check-off sheet for new items, procedure changes, etc., with each assistant’s initials across the top in columns, with the first column designed larger to allow space for the new information. During the day, I can ask anyone to enter an item on the check-off sheet for review later by the rest of the staff. The evening huddle allows the staff in attendance to get the new information. After each staff member has been told of the latest information, they place the date under their respective column. When a staff member who was not there for a day or two comes in, that member can get up to speed in a hurry by checking the check-off sheet and discussing it with other members of the staff or me. The check-off sheet is also reviewed at staff meetings to reconfirm the new information and changes.
Dr. Earl Steinhoff
San Jose, CAA successful orthodontic practice consists of a joint effort by a group of people working for a common goal. Teamwork! To be a part of a team, everyone has to feel they have a part to play in identifying concerns, problem-solving, decision making, and selection of new team members. We have accomplished this by instituting an Interdepartmental Group consisting of a person from each area of the practice. A person from our Clerical, Clinical, Communication, and Financial areas meet quarterly. These team members identify concerns, problems, and needed improvements. Goals are set for the next quarter. The team members of each area are involved in meeting their quarterly goals. Interviewing and hiring new personnel is a team effort. This has created an invaluable team spirit in our practice.
It is a pleasure to participate in the Nectar Connection, and we hope that other offices have gained as much from our submissions as we have from theirs.
Tina Groves, Office Manager
Office of Drs. Serling, Decker, Sbuttoni,
Boghosian, and DiCerbo
Albany, NYMany types of occlusal appliances have been suggested for the treatment of TM disorders. The same function can generally be achieved with either a maxillary or a mandibular appliance. Most often, patient acceptance and compliance are significantly increased if the use of a mandibular splint is possible. There are two advantages for the patient with a mandibular appliance. It is easier to speak while wearing a lower splint, and it is less visible and thus more esthetic. The difference for a lab technician in fabrication time is the same as or even slightly less than that of a maxillary appliance. Of course, the critical aspect of appliance therapy is patient compliance. Patients must receive verbal and written instructions regarding appropriate appliance use and thoroughly understand why they must wear their splint according to the doctor’s instructions.
Anonymous
During the holidays, we enjoy decorating our office with fun decorations and came up with this idea, which was quite a hit with our patients. When our patients come in for their consultation visit, they are given a recommended diet list of foods to avoid once their braces are on. A table was covered with candy canes, popcorn, wonderful chewy candies, a giant stuffed gorilla, a Christmas tree, and a sign saying, “Twas the night before braces.” The items on the table were all foods that our patients knew they would be deleting from their diet until the braces were off.
Thank you for all the helpful ideas from other offices that you publish. They are fun to read and draw from.
Patti Kujala, Office Manager
Office of Dr. Hatsumi Park
Forest Grove, ORWe really enjoyed our first copy of The Nectar Connection. We want to share an idea that we are having a lot of fun with and has gotten a great response from our referring dentists.
For our Christmas card each year, we take a staff picture surrounding a theme. We use the theme and a play on words for our greeting. Dr. Landry’s hobbies have supplied us with great ideas, and we are already planning this year’s card. Last year we wore hunting clothing and took a picture with the greeting of “Season’s Greeting—Deer, Duck and Holiday.” The year before, we all got into Dr. Landry’s boat, and our greeting was, “We are wishing you a Merry Christmas.” We have enclosed our cards for you.
Dr. Antime Landry and the Staff
Lafayette, LAEditor’s Note: Thank you for the great photos!
I want to share this article from an Ann Landers column that I found a few years ago and offer it as a tribute to all our patients’ mothers.
It seems that most often, it is MOM who takes the responsibility of getting patients to their appointments. She encourages them to brush and follow the food list, and she even makes the monthly payments. She dispenses Tylenol when they are uncomfortable and offers hugs and kisses when the thought of two years of treatment is just too much for them to handle alone. She reminds them that their orthodontics is a temporary inconvenience for a permanent improvement.
So, this is dedicated to them. We do appreciate all that they do!
Happy Mother’s Day!
Dear Ann Landers, I thought you might want to print this around Mother’s Day. I don’t know who wrote it, but it touched my heart. —A Fan in Fort Worth
Dear Fort Worth: It touched mine, too. Thanks for sending it.
Mothers: How to Keep Them Running Smoothly
Mothers should come with a maintenance agreement that provides a complete overhaul every five years and after three kids or 300,000 miles, whichever comes first. Here are several points that ought to be included:
FUEL: While most mothers will run indefinitely on hot coffee, pizza, and hamburgers, an occasional gourmet meal for two in elegant surroundings will immeasurably increase efficiency.
MOTOR: A mother’s motor is probably one of the most dependable anywhere. A mother can reach top speed from a prone position at the sound of a single cry from a sleeping child. To keep that motor at peak efficiency, regular breaks are recommended. A leisurely bath and nap every 1,000 miles, a babysitter every 10,000 miles, and a two-week, live-in sitter every 100,000 miles will do wonders.
CARBURETOR: When a mother’s carburetor floods, it should be attended to immediately with a tissue and a soft shoulder.
BRAKES: Use them often and slow to a full stop regularly—to look at a flower, chat with a friend, or pat a dog. Remember that the race is not always to the swift and that there is more to life than increasing your speed.
CHASSIS: A mother operates best when her chassis is appropriately maintained. Regular exercise should be encouraged. When the chassis begins to sag, several effective remedies are available, including walking, jogging, working out, tennis, and a low-cal, fat-free diet.
TUNE-UPS: Mothers need regular tune-ups. Compliments are the cheapest and most effective.
Terese Carroll
Office of Dr. John Coker, Jr.
Stafford, VAContact your local high schools before the next school year and order an annual to keep in your reception area. Parents and patients enjoy reviewing the annuals when they visit the office for appointments. If you wish, you can also highlight the names of the patients who are either currently in treatment or who you have treated.
Debbie Best, Consultant
Financial Consultant
Hummingbird Associates
Bothell, WAIn our orthodontic practice, we treat our patients in a special way when we remove their braces. In the morning, before patients arrive, we put together goody bags complete with helium balloons. The bag has microwave popcorn, caramels, gum, etc. (all the things we’ve been telling them not to eat). The patient feels special, and the other patients all have something to look forward to.
Dr. Louis Chmura
Marshall, MIIn our office, we post a “Welcome New Patients” sign listing the names of the new patients scheduled for the week. New patients immediately feel welcome after seeing their names posted.
At the end of each initial exam, the new patient is given a coupon for a free slice of pizza.
These ideas have made our new patients feel welcomed and comfortable.
Office of Dr. Robert Baarsvik
New Bedford, MATo make the huddle more effective and more straightforward, I use the term RACE.
•R=Records (transferring and reviewing data for the day)
•A=Accounts Receivable (review and determine status and scripting, day sheet review)
•C=Confirmation of appointments (office standards, difficult parents/patients, open time & emergency time)
•E=Effectiveness (review of previous day glitch factors, suggestions and feedback, answering questions)
Each staff member is present with their daily planner completed for the day and their responsibilities, so there is accountability, and I know what is being accomplished. This helps our priorities and creates personal and professional growth. The office improves with less management input, so I have more time to develop leadership skills.
As I drive to work, I review my discussion based on RACE. This clarifies my questions, keeps me focused without any paperwork, reduces stress, and helps me determine positive approaches to negative factors or communications. The usual period is 5 to 7 minutes.
Mahalo Nui Loa,
Dr. Stanley Hew
Palo Alto, CAOur office was asked to participate in Kidfest, a one-day festival held especially for kids. It featured free activities, shows, and demonstrations for children and their parents. We helped the kids make buttons and talked to many parents about orthodontics, especially the benefits of Phase I for young children.
This festival was coordinated by a patient’s mom, who is a Discovery Toys manager. We think an office could even organize something similar if something similar was not available in their area.
Joyce Gladyes
Office of Dr. Randall Moles
Racine, WIAt our morning huddle, we try to begin the day with an inspirational thought that will last through the day and week. These are some of ours for January:
Leave everything a little better than you found it.
Be the first to say hello.
Become the most positive and enthusiastic person you know.
Smile a lot. It costs nothing and is beyond the price.
Never deprive someone of hope; it might be all they have.
Seek out the good in people.
Compliment even minor improvements.
Commit yourself to constant self-improvement.Dr. Ken Lagina and Staff
Columbia, SCWe received a copy of your publication and have enjoyed many helpful hints to improve our practice. We excitedly await the next issue! Here’s our helpful hint.
For “gaggers” we give the patient a fast-food packet of salt to swipe down the middle of their tongue before I take the impression. The salt on the tongue kills the gag reflex, and even our most violent gaggers can tolerate impressions. We hope our hint is helpful.
Kara Mitchell
Orthodontic Assistant/Infection Control Manager
Office of Dr. L. Vaughn Boggess
Lexington, KYIntangibles Are Important
In our office, all staff members:
•EXTEND a warm welcome to every patient,
•RECOGNIZE and APPRECIATE the unique qualities of each patient,
•RESPOND with tenderness to their needs.By understanding our patients and offering them these kindnesses and courtesies, we enhance our personal growth and development and those of our orthodontic practices.
Amazingly, the little intangible things are the big things!
Maxine Hirmer
Office of Dr. Timothy Poser
Brookfield, WISeveral staff members and I attended another interesting seminar recently. It was presented by Lawrence L. Steinmetz, Ph.D. on “How to Sell at Prices Higher Than Your Competitors.”
Although his seminars, books, and tapes contain material for most anyone involved in sales, there was some information which we were able to apply in our office.
I feel we are very fortunate to work for someone who allows us the opportunity to attend various seminars which enable us to learn and grow. Thanks Dr. White!
Kathleen Maty, Patient Care Coordinator
Office of Dr. John White
Independence, OHDear Karen,
We love your magazine and would like to continue receiving it. It’s great!
Our office has an open Fun Day for our patients and their friends. We rent a local Mooney Golf, batting cages, go-carts, bumper boats, etc., and serve burgers and chips. It is very fun, and the patients, adults and children, enjoy it.
We draw for prizes. It gives us, as well as the patients, a chance to be friends outside our office.
We have done this for four years, which has been very successful. Friends from Fun Day have called to set up appointments later.
Margo Presson
Office of Drs. James Hight and Robert Williams
Jackson, TNWe have found the book Raving Fans by Ken Blanchard and Sheldon Bowles to be a real eye-opener for our Team.
Nancy Slaby
Office of Drs. Wayne Sletten and John Lawson
Albert Lea, MNIn our office, we reward patients who cooperate well with appliances such as headgear, lip bumpers, violators, and elastics. Dr. Murphy keeps a supply of silver dollars, and the kids get a big kick out of getting these silver dollars as rewards.
Dr. Dan Murphy and Staff
Grass Valley, CATeamWork!
In orthodontics, you must have teamwork.
It is much like the flying geese. When we all work together and share a common direction, we can all get there quicker because they are traveling on the thrust of one another.
Teamwork makes it happen!
Vickie Schaal
Office of Dr. Robert Martin
Severna Park, MDAt the end of every school year, we send a can of popcorn to the schools in our area as a thank-you for facilitating the release of our patients for their treatment during school hours.
Dr. Richard Crowder and Staff
Wichita, KSWe really enjoyed reading the Nectar Connection, and we’ve already started using some of the great ideas in our office. Here’s an idea that some of your readers might like.
Every six months, when we ask our patients to see their general dentists for an exam, cleaning, and fluoride treatment, we give them a letter to take with them. When the patient returns with the letter signed by the GP indicating they were seen, Dr. Knoll gives them a certificate entitling them to a free ice cream cone at the Friendly’s Restaurant across the street from our office. This gesture encourages patients to visit their dentists regularly and makes it clear to the GPs that we continue to refer patients back to them.
Also, we have a question for those offices that reward patients for wearing T-shirts with the office logo to their appointments. hat do they put on the T-shirts besides the office logo to get the “cool” teenagers to wear them?
Kim Sutch
Office of Dr. Mark Knoll
Bellmore, NYWe want to share one of our ideas for our patients in the summer. Our office puts together a camp kit that we give to new patients or to patients who request new ones. The camp kits include a plastic stadium cup with a lid, a travel toothbrush, a small tube of toothpaste, Pic-A-Dent, tweezers, wax, and a pocket mirror. We have found that this helps our patients with daily brushing and minor emergencies.
Thanks for the previous Nectar Connection; we look forward to the future.
Dr. James Kaley and the Team
Greensboro, NCThe bulletin boards in our brushing area have large calendars. Each day, a quote from the book Achieve Your Dreams, by Kathleen Russell and Larry Wall, is displayed. A staff member, Gail Woodham, created the bulletin board on her home computer.
Have a good year!
Dr. Townsend Holt
Florence, SCEditor’s Note: The bulletin board looks great! Thanks for the picture.
With all the recent rage involving the game of “Pogs,” we have instituted a reward program in our office. Every time a patient comes in without broken appliances and with good oral hygiene, we allow them to select several Pogs from a large container. It’s great fun and hopefully will increase motivation.
Dr. Tom Melcher and Staff
Louisville, COWe have a display of photos in our office titled “Wired Together.” If we have family members (Mother-Son, Mother-Daughter, Father-Daughter, etc.) going through treatment together or friends who regularly come together for adjustment appointments, we take a picture of them together. The photo is posted on our bulletin board with a caption of their names and perhaps a tidbit of information about them.
Karen Thrasher, Office Supervisor
Drs. Gattozzi and Beeson
Chagrin Falls, OHWe use a quad-colored pen when we write up a patient’s chart. Each color stands for a different type of entry. Red is for any problem with the patient (emergencies, loose bands or brackets, poor oral hygiene, poor rubber band wear, etc.) Green is to record any information that transpires between the doctor/staff and the patient or the parents (the consultation appointment, any time we discuss the need for better oral hygiene or better cooperation of any kind when we inform the parent of the treatment progress, etc.) Black and blue are used for routine treatment entries. We switch between them each visit. We feel it is much easier to find specific entries in the chart, which is, overall, easier to read.
Drs. Jerry and Lori Smith and the Staff
Americus, GAIf overhead exceeds 60%, do an office budget and utilize a line-item veto.
Goal: To lower costs by 1% annually until they reach the 50-55% range.
Dr. Leonard Kessler
Manalapan, NJWith our Planmeca unit, we can take panos and caps, and as a courtesy to the general dentist, we send them duplicates of the pianos. It’s easy to do—we just load cassettes with two films!
Sandra Clark, Treatment Coordinator
Office of Dr. John Eisinger
Monterey, CAJust a thought from the financial section of Dr. Landucci’s orthodontic practice:
“The past is a canceled check; the future is a promissory note. The present is cash; use it wisely.”
Joyce
Office of Dr. Albert Landucci
San Mateo, CAWe are currently encouraging general dentists to bring young children into their practices before they visit a pediatric dentist. Most pediatric dentists do orthodontics, so if I can keep them in a general dentist's office, they will eventually be referred to us.
I am suggesting that the dentists keep track of the ages of children of their adult patients. When the child is approximately 2 years old, they can either verbally or by use of a letter contact the families stating that the American Dental Association recommends that a child be seen by age 2. They can offer to set up a “get acquainted” examination without charge.
The second letter would be sent out around age 6, as the permanent front teeth and the six-year molars come in. The concept would be that this is an ideal time to place sealants on the first molars and to help guide the front teeth into place.
The third letter would be sent to patients around age 11 using a pediatric dentist. It would state that as the permanent teeth are coming in and all the baby teeth are being lost, it is ideal to transfer them back to the family dentist. The patient is usually mature enough not to require the services of a children’s dentist.
I usually recommend a free exam and cleaning at these times as a “get acquainted” arrangement.
Please continue to send me the Nectar Connection—it has many good ideas.
Dr. Myron Katz
Tulsa, OKThis is just an idea to keep the staff excited about every new patient who starts treatment—my motto: “A start a day keeps the doctor away.”
Shelley DeShazo
Office of Dr. Michelle Johnson
Bartlett, TNP.S. Hello to Dr. Grossman and his excellent staff in San Diego, CA. I miss you guys!
Here is a tip as told to me by Dr. Pat Jessup in Lumberton, NC:
Use a micro-etcher to sandblast the composite off the back of orthodontic brackets and then you can use the same bracket again on the same patient. Saves inventory and eliminates recycling or cross-contamination.
Dr. James Vacca
Statesville, NCThanks for the opportunity to share an idea with the Nectar Connection.
We want to make our patients' debonding day as special as possible. We prepare a gift bag for each patient with a fancy bottle of non-alcoholic apple cider, chocolates, caramels, taffy, bubble gum, etc. All the goodies that were no-no’s during active treatment. Also included in the gift bag is a gift certificate for a complimentary portrait session at a local photography studio. Their favorite portrait from this session is placed on the wall in our waiting room’s “Smile Gallery,” and they receive a free 8x10. We are proud of our patients’ new smiles and want to help show them off.
Tamara Sparrow, General Manager
Office of Dr. Floyd Harris
Fayetteville, ARDear Karen,
I’m sorry it has taken me so long to respond. Three children, three years old and under, and a full-time practice limit my timn!
Every year Hot Air for High Hopes sponsor a balloon festival in our area. As you may be aware, High Hopes Foundation grants terminally ill children special wishes like vacations, computers, and bicycles. We run a contest in the office. This past year was “Guess How Many Archwires” are in this jar. The patient who comes closest to the correct number wins a hot air balloon ride, the proceeds go to High Hopes and there’s a lot of hype in the office for a great cause!
PS. My husband, Dr. Stephen Reichheld, Lowell, MA is looking forward to your visit to his office!
Dr. Deborah DeBeradinis
Amherst, NHJohn Philpot Curran, the Irish-born forensic orator, loved trees. He especially prized a large one just beside his house.
A friend casually remarked that it was becoming a danger; its roots might damage the building, and its immense foliage unpleasantly darkened two or three rooms.
Curran looked quietly at the tree and murmured: “I was thinking of taking down the house.”
—Anthony Cartwright
Dr. Ken Schmitt
Aboard the Un Bel DiA Thought For the Week:
Hugging
Hugging is healthy,
it keeps us healthier,
cures depression,
reduces stress.
Hugging is all- natural,
organic and naturally
sweet with no pesticides,
preservatives or
artificial ingredients.
It is 100 percent wholesome.
Hugging is practically perfect.
There are no moving parts,
no batteries to wear out,
it needs no periodic check-up,
has a low energy consumption,
and a high energy yield.
Its fat free,
requires no monthly payments,
has no insurance requirements.
It is theft-proof,
nontaxable,
nonpolluting,
and best of all
hugging is fully returnable.Drs. Richard Battistoni and Gerald Dusza
Oak Park, ILAfter each patient visit, the assistant who worked on that patient reports to the parent about:
a) what work was done,
b) the level of discomfort that can be anticipated,
c) and what can be done to alleviate the discomfort.This only takes a minute or two. Parents love it because they want to be informed about what is going on, and patients love it because it’s another way we show them we care.
Margie Hubyk, Treatment Coordinator
Office of Dr. Stanley Starr
Medfield, MAThanks for the Nectar Connection. We love it.
All new patients have their picture taken with their parent(s) and this picture is attached to the front of the chart. This helps us recognize and acknowledge the patient and parent(s). We also pin up a copy on our new patient board.
Dr. Michael Hiller
Baton Rouge, LAWe place a large calendar showing the office schedule (days off, irregular hours, etc.) at the check-out window to help those making their following appointments.
Dr. Thomas Burns
Lafayette, INTo make our staff meetings more enjoyable, we have a staff breakfast at a restaurant once a month. We also ask certain questions and address them to the staff, and whoever gets the correct answer will win a gift or a financial reward. All questions pertain to our practice and are based on practice statistics.
Dr. L. Barry Russell
Nassau, BahamasThis probably is a widely used idea, but I recently started doing this again and find it a great time saver.
I premeasure and bag in Ziplock baggies the powder for alginate impressions labeled 2 or 3 scoops. It’s quick to reach in and grab a bag—especially if you have to redo an impression! Time saved in clean up, too!
Pearl Keene
Office of Dr. Donald Neely
Hanover, NHWe recently purchased a commercial grade Sega Game for the office reception area. It has been a great hit. Some patients are even coming early for their appointments.
Dr. Robert Brown
Lawrence, KSOne of the nicest feelings to experience, especially when working with others, is to feel appreciated. Most days are relatively fast-paced in our office, with many jobs that must be taken care of immediately. Everyone is more than willing to help one another, and this makes for great teamwork.
One way that Dr. Caldwell has shown his appreciation is by taking us to a unique restaurant for a sumptuous, lingering lunch. Afterwards, we were whisked off to the mall for a shopping spree. Each employee was given a $100 bill and a one-hour time frame to spend all the money on himself or return the difference. This was harder than it sounds and made for great fun and terrific memories. We highly recommend this form of appreciation.
The Staff of Dr. Philip Caldwell
Duncanville, TXOn a wall in our front desk area, we have nicely framed 8x10 pictures of our staff and their families. Our patients really enjoy looking at them and getting to know our families. We feel this adds to the friendship that we try to establish with our patients and their families.
We have also found that by requesting final x-rays before scheduling band removal appointments, we have been getting a 98% compliance rate.
Stephanie Turner
Office of Dr. Bob Sundquist
Carlsbad, CAWe reward our patients that do a good job with a coupon for a free frosty from Wendy’s. We also love reading your newsletters; keep them coming.
Dr. J. Don Spillers, Jr. and Staff
Warner Robins, GAWhen our patient has prominent lingual tori on the mandibular arch we have been using a maxillary tray. This has proven to be very comfortable for our patients and produces a great impression.
Dr. Ron Cummings
Tallahassee, FLWe provide our debonded patients with a custom-fitted athletic mouth guard free of charge. The mouth guard is delivered at the retainer appointment. It is a tremendous in-house marketing tool.
Dr. John Doucet
Niagara Falls, OntarioOur office started a monthly newsletter called “Wire Snips & Quips” in October 1994. Since most of the conversation in our office focuses on the patient... what they are doing and the activities they participate in, we thought it would be great if our patients knew more about our office staff. Included in our newsletter are announcements of staff birthdays, office anniversaries, weddings, the Doctor’s seminar schedules, patient advice, and a thought for the month, plus other items appropriate to the month we are printing (eg: holidays). We print the newsletter on colored paper and leave it at the front desk by our computer patient check-in. The response so far has been very positive.
Thought for January, “A stumble may prevent a fall.”
Donna Blankfield, New Patient Coordinator
Office of Dr. Thomas Horrigan
Arlington Heights, ILWe enjoy your newsletter more than you’ll ever know. We’ve used several ideas and love the inspirational and motivational concepts.
We send a quarterly newsletter to our patients. One of the highlights is the ”Did You Know?” section. It highlights things of special interest in our patients' lives, from Homecoming Queens to horse show winners. Also, of special mention was our version of “Twas the Night Before Braces,” written by our editor and creator, Cheryl Lovelace, for our December newsletter.
‘Twas the Eve before braces,
and all through the house
My teeth were so sore,
I felt like a louse.The Spacers in place
‘Tween my teeth very tight,
with hope Dr. Koen
Would make my bite right.While Assistants are nestled
all snug in their beds,
Dreams of their patients
Danced in their heads.Dr. Koen in her home
with a gleam in her eye,
Had just settled back
For a good nights rest...Now don’t dread tomorrow
I will be all right,
For we will take good care of you
it will be our delight.The day is finally here,
I arose with a panic,
I hurried to the office
and arrived kind of frantic.The receptionist was smiling
I signed in with fear,
After a brief wait with worry
The time was now here!The appointment went well,
It flew by so fast,
Not a moment of pain
It was even a blast!My memories are Fading
It seems like a Dream,
My teeth are now PerfectThanks to Dr. Koen and Her Team!
Happy Smiles to all, and to all, a Good Bite!
As a special treat for our referring top ten dentists, Rhonda Blankenship created some egg-shaped sugar cookies, which we placed in unique baskets filled with Easter candy and delivered the week before Easter. They were a big hit!
It is a great honor for me to be a part of a profession where we not only get the opportunity to render a very special service to adults and children but also to see God use so many special gifts and talents in an unbelievable number of areas. We have the privilege of bringing happiness and self-esteem into the lives of others with sometimes just a smile or a special touch.
So, to all those reading our note of encouragement: “Keep On Keeping On” and look carefully at each person whose lives you touch daily. You know what some folks say: “Do not forget to entertain strangers; by so doing, some people have entertained angels without knowing it.”
“Angels can fly because they take themselves lightly.”
Keep flying high.
Ann
The Fleet from Dr. Mary Cay Koen
Goodlettsville/Gallatin, TNThere is a new book out called The Nordstrom Way by Robert Spector and Patrick McCarthy. It chronicles how the customer service culture works and how their 35,000 employees are given freedom to either think and act like entrepreneurs or pass into extinction.
Topics include:
1. Becoming “other-centered” rather than “self-centered”
2. Valuing the nobility of service
3. Finding and bonding with customers
4. Serving and keeping those customers
5. Giving frontline people the freedom to make decisionsKaren Moawad
Hummingbird Associates
Bainbridge Island, WA -
Hummingbird Associates appreciates and is delighted that so many orthodontic practices use the Nectar Connection as a valuable problem-solving tool, a platform where participants can share what works and doesn’t work in their offices, families, and lives. The concept is simple: Your name is added as you submit submissions to be published in the Nectar Connection. Please think of an idea of the same magnitude and benefit you would like to learn from another reader. Quotes are appreciated, but sharing an idea you are using successfully is what giving is about. And giving usually means receiving as well. Requesting the next issue but not sending in something that can be included is not the spirit in which the Nectar Connection was conceived.
The Nectar Connection is free. It is our way of saying, “We like to stay connected.” We will continue to send it to all Hummingbird clients and friends who show an interest in participating.
Here is one secret of success. Avoid being against anything. Instead, be for something.
Example: Instead of being against office policy, be for an improved policy.
What happens: Whatever you are against works against you. You begin fighting it and become a part of the problem. But when you state what you are for, you start focusing on the potential for positive change.
—Dr. Wayne W. Dyer
Anonymous
One thing our office likes to do daily is to pick out 2 patients for each assistant that we saw that day that did really well. For example, if a patient wore their elastics or headgear, or their brushing was excellent, or they cooperated during a long appointment. We send them a postcard telling them how good they’re doing or did and one assistant who worked with them signs the card. Patients enjoy being remembered and praised, and it reinforces cooperation.
Dr. Daniel Flores
Fallbrook, CAWherever you go and whatever you do in the outdoors, move at Nature’s pace seeking not to impose yourself but to lose yourself. If you must leave footprints, make them not with blindness but with care and awareness of the delicate balance around you. And if you must take souvenirs, take them not in your pockets but in your mind and spirit. In preservation lies the promise of renewal.
—Pacific Search Press
Tricia Nitchman
Dillon, CODear Hummingbirds:
A new technique our office has recently implemented is using voice mail rather than having our patients and future patients reach a busy signal or be put “on hold.” Instead, they are asked by a recorded message to leave a message and are told someone will call them right back. It works extremely well, and our callers truly appreciate our promptly returned calls.
Keep on hummin’!!! We love your newsletter!
Jamie Schroeder, Treatment Coordinator
Office of Dr. Jerry Hickman
Indianapolis, INDear Karen,
We enjoy receiving the Nectar Connection, so please keep us on your mailing list.
Dr. Graham buys annuals from all the local schools to leave in our reception room. Both parents and kids get a real kick out of going through them. At the end of the year we give the annual to a child from that school who could not buy their own. We received a great response from the child who reviewed the yearbook at each appointment and now gets to take it home.
Denise Williams
Office of Dr. Don R. Graham
Lakeside, CA(For Kids) At every appointment, oral hygiene and appliances are checked. If okay, the patient is entered in a monthly lottery for $25 cash.
Dr. Mark Masunaga
Honolulu, HIMy reception counter has an attractive glass bowl full of small, polished stones. It is just at the eye level of many children, and they are intrigued by it. They look through them and pick one to take home. Adults enjoy them, too. Often, they stand and run their fingers through them. It must be a therapeutic or stress-relieving sensation.
Dr. Tom Popp
Chattanooga, TNDear Karen and Staff—
Our office enjoys your publication so much we decided to share some of the quotes with our patients by posting them on the bulletin board in our lobby. In turn, we’d like to share one with you. Please keep us on your mailing list.
Thank you and keep up the excellent work!
Six Point Formula for Making Any Day Good
1.Think of a good day—First, see it as good in consciousness to make a day good. Please do not allow any mental reservation that it will not be good. Events are largely governed by creative thought, so a positive concept of the day will strongly tend to condition it to be imaged.
2. Thank a good day—Give thanks in advance for the good day ahead. Thank and affirm a good day. This helps make it so.
3. Plan a good day—Specifically and definitely know what you propose to do with the day. Plan your work and work your plan.
4. Put good into the day—If you put bad thoughts, attitudes, and actions into a day, it will take on bad characteristics. However, if you put good thoughts and attitudes into a day, they will make the day good.
5. Pray for a good day—Begin each day with that powerful affirmation from Psalm 118:24, “This is the day which the Lord hath make; we will rejoice and be glad in it.” Start the day with prayer and finish it the same way. Then it is bound to be good even if it brings challenging experiences.
6.Fill the day with enthusiasm—Give the day all you’ve got, and it will give you all it’s got, which will be plenty. Enthusiasm will make a big difference in any day and any job.
Dr. Dennis G. Cuendet and Staff
Baton Rouge, LADear Karen—
We have tried something different in a variation of taking a referring dentist to lunch. Rather than disrupting the referring dentist’s schedule to come to our office with his staff for lunch, we fix a large gourmet picnic lunch, and the entire office goes to the referral’s office for lunch and conversation. Everyone has enjoyed these opportunities.
As always, in your debt.
Dr. John Coombs
Carson City, NVDear Karen,
Add a “G,” and this could be a great hat for your gang!
Dr. William J. Thomas
Vienna, VAEd. Dr. Thomas sent us an advertisement for Humminbird [sic] fishfinders and hats.
When patients are seen for long appointments, such as putting on braces or delivering an appliance, that evening, Dr. Mayes makes a personal call to the family to check on the patient. This is a way to ensure everything is okay and answer any extra questions they may have thought of.
Our doctor is also very fond of penguins and has many displayed throughout the office. These are a big success with our younger patients, who feel right at home with all of Dr. Mayes’ furry friends around.
We also have a game room with free video games. This is a favorite place for our patients of any age.
Aimee Carr, Chairside Assistant
Office of Dr. Joe Mayes
Lubbock, TXKaren,
Please keep sending the Nectar Connection. I run a swim school, and my college instructors enjoy reading it. They make copies of poems and sayings to post in their apartments!
Kathy Scala
Scala’s Swim School
Tucson, AZDear Karen,
Hi! I wanted to let you know how much our office enjoys reading the Nectar Connection.
In our office, we try to come up with ideas to keep everyone in an upbeat mood. We’ve come up with a couple of different ideas. First, we’ve created a Fun Journal. A Fun Journal is a binder that we keep at the front desk. In it, we write down jokes our patients tell us or funny things that have happened in our office. The reason behind the Fun Journal is if anyone is in a bad mood, they can look back in the Journal for about 2 years now, and it’s hilarious to read some of the pranks or jokes we would have otherwise forgotten.
Another way we keep sane is to celebrate the end of a work week by creating a Friday cartoon. This cartoon is usually posted on Friday morning above (or on) the Doctor’s schedule. That way, every time he washes his hands and glances at the schedule, he sees the cartoon.
I think the cartoon saved an otherwise “impossible” day on more than one occasion and turned it into a much more enjoyable one. I’m sure it sounds crazy, but psychologically, it works.
I’m enclosing a copy of our Easter Friday Cartoon. Keep up the beautiful letters!
P.S. Every Friday cartoon goes into the Fun Journal! (We have quite a collection!)
An Easter riddle for you...Do you know why they make those little marshmallow bunnies pink? If they made them blue, it would look like they were suffocating under the cellophane wrapper!
Margaret A. Smith, Dental Assistant
Office of Dr. Glenn S. Gibb
South Lake Tahoe, CAEd. Great drawing. Wish we had room to reproduce it for the Nectar Connection.
Dear Karen,
Our entire staff enjoys reading the Nectar Connection! We have used many of the ideas that we have read about and always look forward to finding new ideas.
We wan to share with everyone something that our boss did for us last summer. We had been having a busy summer and Dr. Oleskevich had heard all of us talking about the upcoming James Taylor concert. Well, on the day that the concert tickets were announced to go on sale, Dr. Oleskevich gave each of us a note that read “For all you do, this one’s for you. This is good for a ticket to James Taylor.” That was so thoughtful of him to do and all of us had a great time at the concert!
The Staff of Dr. James Oleskevich
St. Louis, MODear Karen,
At the debonding visit we have our patients write a thank you note to their family, and at the post-treatment visit we give a small present to the patient and the parents. This has been very well received.
Continue your great newsletter, we love to read it cover to cover!
Dr. Gary Wiser
Office of Drs. Kessler, Morgenstern,
Sorgiss, and Wiser
Freehold, NJDEBONDING! We always get a big smile out of our patients that day, and for them to remember that beautiful smile, we give each patient a card for a free photographic sitting for an 8x10 color portrait. We then display each picture in our waiting room for a month and send it to the patient. What a great response! Parents and patients think it is terrific.
HELP! We are having a tremendous amount of our lower 3-3 bonded retainers coming out on patients. Any suggestions?
Dr. Oles Drobocky
Bowling Green, KYThe Man In The Glass
When you get what you want
in your struggle for self
And the world makes you
king for a day,
Just go to a mirror and look at
yourself
And see what that man has to
say.
For it isn’t you father or
mother or wife
Whose judgment upon you
must pass,
The fellow whose verdict counts
most in your life
Is the one staring back from
the glass.
Some people might think you’re
a straight-shootin’ chum
And call you a wonderful guy.
But the man in the glass says
you’re only a bum
If you can’t look him straight
in the eye.
He’s the fellow to please,
never mind all the rest
For he’s with you clear to the
end
And you’ve passed your most
dangerous test
If the guy in the glass is your
friend.
You may fool the whole world down
the pathway of years
And get pats on the back as you
pass
But the final reward will be
heartache and tears
If you’ve cheated the man in
the glass.Denise M. Miller, Financial Coordinator
Office of Dr. Steven H. Tinsworth
Bradenton, FLWe are trying to become more earth-friendly in our office but need some help. We generate so much trash. What do other offices do?
Any tips would be appreciated.
Dr. Theodore E. Thom
Klamath Falls, ORKaren,
We have a semi-annual meeting of our officers (Dr. Doug and myself), our associates (the staff), and our stockholders (the patients). The conference is held in our finished basement.
The purpose is to become more informed, educate, and entertain.
Keep up the Nectar Connection.
Drs. Douglas and Larry Harte
Sparta, NJYour newsletter is getting addicting. Great idea!
1.Every job is a self-portrait of the person who did it. Autograph your work with excellence.
2. We are what we repeatedly do. Excellence, then, is not an act but a habit.
Dr. Farrell Hinkle
Santa Ana, CADon’t carry to-do items forward forever. We are trying to become more earth-friendly. Do them or cross them off. As philosopher William James said, “There’s nothing as fatiguing as the eternal hanging on of an uncompleted task.”
—Home Office Computing, May ‘93
Jon Rialp
New York, NYA brief form called “A Smile Check” was created with categories that are checked each time for the patients to take home so parents can evaluate HG, elastics, hygiene, what was done today, etc. It has received an enthusiastic response. It also serves to help us when we forget their name!
Dr. L. D. Sheridan
Grass Valley, CAThis month I took a course from Dr. Samson from Marietta, Georgia, and learned that using a sandblaster on the inside of the bands before cementing has dramatically reduced the number of loose bands in his practice. If interested, Danville Engineering sells sandblasters for $95.00, Model #E, Danville, CA (800) 827-7490.
Dr. Thomas Iverson
Yuba City, CAIn-house administration “hassles” can usually be smoothed to a definite calm by getting back to the “basics”:
1. Written, read, understood, and acknowledged office manual with succinctly spelled out job descriptions, procedures, and policies. Each employee reviews the entire office manual once annually as a requirement for the semi-annual performance evaluation.
2.In-house mailbox system for routing.
3. Always determine What the problem is, never Who.
Computerization with multi-terminals and video imaging seems to be a “must.” Bonus systems are worthless without team cohesion and understanding of how each individual contributes (statistically) to achieve that (deserved) bonus!
Dr. Douglas D. Durbin
Lexington, KYA Short course in Human Relations
The six most important words are: “I admit I made a mistake.”
The five most important words: “You did a good job.”
The four most important words: “What is your opinion?”
The three most important words: “If you please.”
The two most important words: “Thank you.”
The most important word: “We”
The least important word: “I”
—from the Florida Dental Association Membership Luncheon
Dr. Ronald N. Cummings and Staff
Tallahassee, FLDear Karen,
Of course, one of our patients’ happiest days is debond day. In addition to the celebration goody bag, we hand out our business cards and ask our patients to please replace themselves in our practice with a patient as wonderful as they were.
Kathleen Peterman, RDA
Office of Dr. Michael J. Wall
Kaneohe, HIA Boost for Staff Morale
Try this: Each staff member draws a name and records a positive thing about that particular person. These are then shared amongst all staff members at the next staff meeting. You do come away from the meeting feeling good about yourself.
Dr. G.A. Boychuk
St. Albert, AB
CANADADear Nectar Connection Friends:
Here is our contribution for the next issue. We greatly enjoy your publication and have implemented many of the ideas shared.
Plastic 35mm film canisters make great elastic tie dispensers. Drill a 4mm hole in the center of the lid (large enough for the loops to pass through one at a time) and fill the dispenser. To use, shake out the number of loops needed. This will allow you to purchase elastic ties in bulk, which saves money. Even better, the exterior of the film canister is quickly disinfected between patients.
Dr. Charles E. Gulland and Staff
Hermitage, PAOur office has started “staff marketing visits” which involve three trips per year to referring doctors’ offices by each staff member. Each staff member has three offices to call on to meet the receptionist, office manager, and doctor to drop off muffins, Valentine’s Day flowers, Thanksgiving fruit baskets, etc. These visits help the office keep in touch with the referring doctors and their staff on a routine basis and give staff an opportunity to market the practice actively.
Dr. Barry E. Booth
Lockport, ILOne of my favorite sayings—
“If you don’t have the time to do it right the first time, when will you have time to do it right the second time?”
We are seeing many more pregnant teenage patients than we ever have before. I wonder if other practices are experiencing this. Please respond in Connection.
Dr. Mickey Colb
Pueblo, COWhen you go over oral hygiene with new patients, suggest that they brush their teeth at night for three songs on the radio. It is a fun way for them to time brushing and is much more interesting than watching an egg timer.
Anonymous
Occasionally, I think God allows us to get sick for several reasons. One is that it affords us the opportunity to have an inside look at someone else’s reception area, staff, and overall way of doing business in the medical profession.
Please let me share my experience from last Friday with you. Not feeling particularly well, it was suggested I see a specialist for my problem. I gratefully accepted a 10:45 appointment, which I knew must have been either a cancellation or a work-in.
I arrived to the tune of a matter-of-fact receptionist who asked me if I had been there before and, if not, to please fill out my life’s history on two forms. It always amazes me that the same information is asked for on both forms. I gave them back to her and explained that I had a fever and asked if she wanted me to wait in the same area as everyone else. She nodded affirmatively and said, “It shouldn’t be too long.”
I perched myself on a game table chair next to a magazine rack that looked like the same reading material had been there for years. Not only was the magazine rack in desperate need of attention, but the furniture looked like it had not been replaced since the ’60s.
Hovering over my chair was a dead ficus-looking tree begging for attention. I tried reading to tune out the noise of about four preschoolers running back and forth the length of the reception area. Since that didn’t work, I tried dozing off, only to be interrupted by intermittent calls by a nurse calling out to the next patient.
After waiting an hour, I decided I was definitely a work-in, not a cancellation. Since I was hoping someone would notice me and take me back before the goldfish died in that horrible fish tank, I went to the front desk and asked whether or not they would still be able to see me that day. I thought I had the wrong day, and I was to wait overnight for the next work-in or cancellation.
She assured me that I was next, and it was almost as though the clicking sound of her computer keyboard never skipped a beat. Some people can do that: chew gum, pat their tummies, put data into a computer, and talk simultaneously!
Finally, the wonderful sound of my name was called, and I only had to wait another 15 minutes in the “examination” room. Not to be overly critical, but it was the first time I had seen a doctor’s instrument lying on top of a Sears tool cabinet. You know one of those red and gray cabinets with little drawers about four feet high. Then, I started to wonder if I was in the right place.
I dozed off again, when finally, the door opened and a tall man in a white coat with a headlight attached to his forehead approached me. At this point, I thought I died and was standing at the pearly gates, although this is not how I pictured my Savior to look! However, his warm smile and friendly hello warded off any negative feelings I had about his appearance.
He seemed competent, sympathetic, and concerned. He examined me, prescribed some medication, and I was on my way to that mechanical receptionist again who simply took my chart saying, “That will be $45.00 please.”
On my way out the door, I said a little prayer, “Lord, help me to treat each person who calls or walks through our door with a smile and with sensitivity that expresses how we genuinely want to care for them.”
Linda Darling
Office of Dr. William H. Craig
Wilmington, NCOur office uses a programmable electronic Message Display that we change weekly. We welcome our new patients, congratulate those who are getting their appliances off, announce those who got new appliances, remind parents they can go to the operatory for questions, and remind them to see their dentist. Everyone loves to see their name in lights!
Sue Matlof, Vice President
Ortho II Computer Systems
Manchester, MODear Karen,
Thanks for keeping us “connected!” I've enclosed words of wisdom by the prolific writer Anonymous that I thought others might enjoy.
Youth...is not a time of life—it is a state of mind. It is not a matter of ripe cheeks, red lips, and supple knees; it is a temper of the will, a quality of the imagination, a vigor of the emotions, a freshness of the deep springs of life. Youth means a temperament predominance of courage over timidity, of the appetite for adventure over the love of ease. This often exists in a man of fifty more than in a boy of twenty. Nobody grows old by merely living a number of years; people grow old only by deserting their ideals. Years wrinkle the skin, but to give up enthusiasm wrinkles the soul. Worry, doubt, self-distrust, fear, and despair are the long, long years that bow the head and turn the growing spirit back to dust. Whether seventy or sixteen, there is in every being’s heart the love of wonder, the sweet amazement at the stars and the starlike things and thoughts, the undaunted challenge of events, the unfailing childlike appetite for what’s next, and the joy and the game of life. You are as young as your faith, as old as your doubt, as young as your self-confidence, as old as your fear, as young as your hope, as old as your despair. In the central place of your heart is a wireless station; so long as it receives messages of beauty, hope, cheer, courage, grandeur, and power from the earth, from men, and the Infinite, so long are you young. When the wires are all down and the central place of your heart is covered with the snows of pessimism and the ice of cynicism, you are grown old indeed, and may God have mercy on your soul.
—Anonymous
Dr. Mark Joiner
Santa Cruz, CAOur office is sponsoring a local girl’s softball team. We supply a team banner and sports bottles with our name for the girls to take to games and tournaments all around town!
Dr. Caldwell and Staff
Duncanville, TXDear Karen,
What a way to start the day—with a quote! We love getting the Nectar Connection and use many ideas and quotes.
One thing we do is help other staff get through challenging situations. We took one of our RDA’s to lunch on us for a tough debond!
Donna Raymond, Scheduling Coordinator
Office of Dr. Richard D. Talbot
Citrus Heights, CADear Karen,
I put a lot of time and effort into organizing our monthly staff meetings. A meaningful agenda is crucial to a productive meeting. At last month’s meeting, I stressed the importance of being inspired and re-energized regularly so that we never run the risk of becoming desensitized. The Nectar Connection has given me a wealth of inspiration to share at our staff meetings for many months to come. Thanks so much!
Janice McInnis, Office Manager
Office of Dr. William E. Hershberger
Sudbury, MA“Happiness is found along the way, not at the end of the road.”
Jon Rialp
New York, NYThere are two parts of every patient’s chart that are very important to me. One is the patient’s first name, written in large letters with a magic marker on the top of the chart. I can read this from across our treatment room so I can greet each patient by name, even if I have temporarily forgotten their name.
We also put a white sticker on the front of their chart, upon which we write the name of anyone that patient has referred to us. That way, I can thank them in person when they are in the office (after having sent them a thank you card earlier). It also reminds me every time they come who they referred and how many people they referred—it can often be a springboard for conversation because these are usually their friends.
Dr. Suzanne King
Atlanta, GAAll my life I thought I was successful, until I realized that popularity was an essential part of “feeling successful.” “No one is born popular, and anyone can learn popularity.” Becoming popular is not a natural trait, especially for me, because it calls for focusing on others instead of ourselves. You won’t enjoy this at first, but for the next week, treat every single person you meet as the most important person in the world. You see, you can make more friends in one week by being interested in them, than you can in a lifetime of trying to force them to be interested in you. I’d have learned this years ago if I hadn't been so self-centered. Thanks.
Dr. Gene Donqieux
New Orleans, LAEach summer our office has “Beach Week” and “Crazy T-Shirt Week”. For Beach Week the staff dresses up as if we were headed for Sun & Fun. Short and shades welcome! And for Crazy T-Shirt Week we wear the most unique, silly or creative t-shirts we can find. Our patients are encouraged to dress up as well, and we give prizes for the best dressed. It always proves to be a lot of fun for all, and the patients look forward to coming in for their appointments.
Carolyn Elliot
Office of Dr. Stewart and Dr. Labbe
Greenbelt, MDDear Ms. Moawad and all Hummingbird Associates,
I enjoyed the latest issue of the Nectar Connection immensely. Please send us more! I apologize for responding so slowly; I have a new baby who does not like paperwork!
My only bit of wisdom comes from my father, an 80-year-old retired dentist. He constantly reminds everyone that they should look at each day as a “bonus day” as we are all only here on a temporary basis. Therefore, we should greet each day as a celebration and pass that enthusiasm on to the staff and to our patients.
Anita Drumholz Goodson
Dr. Joseph P. Goodson
Austin, TXDear Karen,
Thanks for providing the Nectar Connection—a source of inspiformation [sic] for everyone.
“Doing nothing is the most tiresome job in the world, because you can’t quit and rest.”
Dr. Bob Muirhead
Spring, TXEvery time a patient comes to an appointment, the assistant first grades the patient’s oral hygiene. We give the patient a grade A through F to show how well or poorly they are doing. To recognize those patients with an A or B, nothing loose or broken, and no failed or rescheduled appointments for two consecutive appointments, we give them a choice of one free video from a local video store or a free pizza. This program seems to work very well and gives patients more incentive to do all these things.
Ann Barnes
Office of Dr. John Miller
South Charleston, WV“Not to enlighten one who can be enlightened is to waste a man; to endeavor to enlighten one who cannot be enlightened is to waste words. The intelligent man wastes neither his man nor his words.”
—Confucius
“If you want to kill any idea in the world today, get a committee working on it.”
—Charles F. Kettering
Dr. John Goode
San Pedro, CAWhen sterilizing our handpieces, we use colored tape to place on the handpiece and the hose to which the handpiece attaches. That way, each handpiece set is colored with the same tape, so after sterilization, they can be put together quickly using the color-coded tape. The tape is designed for all sterilization methods and works great.
Jackie Nave, Treatment Coordinator
Office of Drs. Dean and Runey
Charleston, SCOffices may want to participate in Adventures in Odyssey Summer Reading Contest where patients can enter and win prizes based upon books read. There are suggested books for three age levels. Books are available through bookstores and libraries. There is no charge to enter the contest. Entry forms, book lists, and book request forms are ordered from Focus on the Family (719) 531-5181. Great way to help moms’, “What to do during a hot summer!?!”
Dr. Edward Amley
St. Petersburg, FLRandom Acts of Kindness—a book from the editors of Conari Press could make a difference in how one feels about oneself and others. Being a responsible person means fulfilling our obligations in life and doing what is expected of us. But to do random acts of kindness, such as putting a coin in someone else’s parking meter that is about to expire, brings the act of doing for others to a different level. Take the time to read this short, delightful book, and let’s join the movement.
Sue Matlof
Manchester, MOWhen cementing molar bands, we use a simple technique to reduce cleanup time and to ensure that no cement is left under the gingival bracket wings, which could cause gingival irritation and inflammation. The elastic separator, which was used to provide banding space, is placed on the bracket wings, along with a small amount of block-out wax to ensure that no cement enters the archwire slot. Following band cementation, the separator can be easily removed, and little, if any, cleanup is necessary around the bracket.
Dr. Steven Hallgren
Kalamazoo, MI“Wear a smile and have friends; wear a scowl and have wrinkles. What do we live for if not to make the world less difficult for each other?”
—George Eliot
From the Matol Botanical Journal (Makers of Km, a mineral potassium supplement)
The number of adults in orthodontic treatment has increased over the past ten years. We have always enjoyed working with this highly motivated and conscientious practice segment. A few years ago, we decided it would be fun to honor our adult patients with a day devoted just to them. We work our regular day’s schedule filled with only adult patients. Dr. Youngquist wears a tux, and the staff dresses up. We serve champagne and o.j. all day and give each of our female patients a rose.
Invitations are sent to current and past adult patients for a catered open house which is held during the late afternoon. It is amazing to watch the interaction among adult orthodontic patients. They share stories and ask questions. This is a very informative gathering, especially for the newer patients, and is always well attended. We have found the best time to hold our “Adult Day” is the first week in September. This is a slower time for our office as most of the local schools are opening.
Paula Tankersley
Office of Dr. Warren Youngquist
Colorado Springs, CODear Karen, Carol, and Connie,
I’d like to thank you all for the great ideas that you shared with me during the Treatment Coordinator course in Santa Monica. I have shared all the information with the residents, and they were quite impressed with the material that was given to them, especially when they found out that it was from Karen Moawad and staff. You’re all so wonderful!!! Here’s a little philosophy of success that I’d like to share with you...
A Patient
A patient is the most important visitor on our premises. He is not dependent on us—we are dependent on him. He is not an outsider in our business—he is a part of it. We are not doing him a favor by serving him...he is doing us a favor by giving us the opportunity to do so.
Rosee Calios Molina
University of the Pacific Orthodontic Clinic
Dr. Poulton, Chairperson
San Francisco, CADear Karen et al,
It is truly amazing to see that those who give so much get so much in return. Your Nectar Connection and its wonderful ideas have been great for us. Thank you. Here’s a quote, a story, and two suggestions.
“Children are such a great way to start people.”
In the days when an ice cream sundae cost much less, a 10-year-old boy entered a hotel coffee shop and sat at a table. A waitress put a glass of water in front of him. “How much is an ice cream sundae?”
“Fifty cents,” replied the waitress.
The little boy pulled his hand out of his pocket and studied a number of coins. “How much is a dish of plain ice cream?” he inquired.
Some people were now waiting for a table, and the waitress was a bit impatient. “Thirty-five cents,” she said brusquely.
The little boy again counted the coins. “I’ll have the plain ice cream,” he said.
The waitress brought the ice cream, put the bill on the table, and walked away. The boy finished the ice cream, paid the cashier, and departed. When the waitress came back, she picked up the empty plate and then swallowed hard at what she saw. There, neatly beside the empty dish, were two nickels and five pennies—her tip.
Suggestion—
1. Sports Illustrated For Kids is an excellent magazine for the office.
2. At band removal in our office, in addition to giving two balloons (mylar for congratulations/rubber with office logo), a cooler or coffee mug, and singing a custom Ortho song, “We took your braces off today” (sung to “When Johnny Comes Marching Home Again”), we also take a photo and make a button. The patients (young and old) wear them all day and love them! With a marker, we write a “Congratulations” message around the outside of the button.
Dr. Randy M. Feldman
Beautiful Tampa, FLThank you for our recent copy of the Nectar Connection. Of all the journals/periodicals I read, it is the most motivational and anticipated.
After twenty years in practice, I have discovered an interesting fact: how well my day goes and how much I enjoy it depends not nearly as much on what happens during the day as it does on the attitude with which I begin the day.
Please keep us on your mailing list and keep up the good work.
Dr. Dennis H. Briggs
Neenah, WILike many other offices, we give our patients a certificate for a complimentary session with a professional photographer at the end of treatment. However, we also want our patients to know that smiles look great during orthodontic treatment. Therefore, the artwork in our reception room is portrait-size photographs of some of our patients in treatment. Right now, we have a bride in braces (she happens to be an assistant for Dr. Campbell), a cheerleader in uniform with pom poms flying, and a family of six who are all in treatment at once. We receive lots of positive comments about these photographs.
Mary Kay
Office of Dr. Steve Campbell
Salem, ORIf you use the wooden token or have drawings for patients who cooperate well, consider giving them lunch with the doctor or staff member as one of the prizes. Most patients would be thrilled to go out to lunch with the doctor, and parents appreciate the fact that you care enough to go that extra step. It is a wonderful way to confirm that they are more than just another patient.
An Anonymous Chairside Who Would Love to Go to Lunch with Her Doctor
When a patient picks a unique color combination for their o’rings, we take a photo and post it on the bulletin board. Our patients enjoy seeing what combinations others have chosen, and our new patients get excited about the prospect of starting treatment.
“Write it on your heart that every day is the best day of the year.”
—Author unknown
Dina Basilio
Office of Dr. Greg Richardson
Wilmington, NCDear Hummers:
EFFERDENT ALERT!
Beware of using Efferdent for your patients’ retainers—it quickly breaks down solder joints and leads to numerous repairs. We use Maxillary Hawley-type retainers with soldered clasps to the bicuspids. They were falling off left and right!
Keep those practice management tips flowing—we have used several ideas in our practice with excellent results.
Dr. Greg Nalchajian
Fresno, CAWe give our patients several opportunities to participate in our office contests throughout the year. We usually have one for Halloween, Christmas, Valentine’s Day, Easter, and a summertime postcard contest. The contest winners receive prizes such as movie tickets, amusement park passes, or gift certificates to a local shopping mall.
This year, we decided to include the patients’ parents in our list of prize winners by asking them to submit their mom’s name in our Mother’s Day contest and their dad’s name for Father’s Day. One lucky (and very grateful) mom was treated to a maid for a day, and the winning dad received a gift certificate at a home and garden center. We thought it was just one way of saying “Thank you” for all the sacrifices parents make to enable their children to benefit from orthodontics.
Teresa Carroll, Office Manager
Office of Dr. John Coker
Spotsylvania, VATwo Partners, One Life Policy
Mark T. Donohue, 30, and his partner, Keith D. Greenfield, 31, jointly own and operate Symphony Capital Management, a financial planning business in Chestnut Hill, Mass. Since they urge their clients to set up buy-sell agreements to ensure orderly transitions when an owner in a partnership dies, it seemed only natural to institute such a plan for themselves. However, the cost of purchasing individual life insurance policies to fund their buy-sell seemed prohibitive. “It would have cost $7,500 per year for our firm to purchase two policies,” says Donohue, Symphony’s president.
Their solution: an increasingly popular type of coverage known as “first to die,” which, in Donohue and Greenfield’s case, costs only $2,612 per year for a $500,000 death benefit. It’s more straightforward than it sounds. “A company buys one of the policies, which covers the lives of all owners, but the policy pays only once when the first person dies,” explains Kenneth Brier, a lawyer with Powers & Hall in Boston.
Here’s the logic: The insurance payoff comes when extra funds are most needed, usually to buy the deceased partner’s stock. The payment goes to the surviving partner or the company. “Imagine a case of two owners,” Brief says. “If the surviving partner plans to leave the company to a spouse or eventually sell off the company, then there’s no need for additional insurance funds to pay for future buy-sells. So, there’s no benefit to buying multiple insurance policies that pay a second death benefit at a later time.”
—Jill Andresky Fraser
Inc. magazine, May 1993
“Be wiser than other people if you can, but do not tell them so.”
Dr. Cary Williams
Tampa, FLHi Karen,
We really enjoy your fun letter. This time, I thought we would report on a couple of “clinical stunts” we have been focusing on recently.
1.In our office, all brackets placed by the doctor, be it direct or indirect, are divinely positioned so that the occlusion magically falls into ideal alignment and function each and every time...NOT!
2.In our office, all the clinical angels (staff) are endowed with an innate ability to spatulate alginate perfectly, manually, each and every time...NOT!
Hallelujah! At least we have solved stunt #2 with a mechanical alginate spatulator from Cadco. The results have been, shall we say...heavenly? If your office is one of the last hold-outs, go mechanical now for consistently excellent alginate mixes, model surfaces, and accuracy of appliances. Happy flying.
Now back to stunt #1, well, we’re still working on that one!
—Bob Matlack, Head Angel, and his Archwire Choir
Dr. Bob Matlack and Staff
Santa Cruz, CA
I want to share with your readers a great course that I believe will significantly improve office productivity and communication. It also may change some lives. The Franklin Institute offers a course (one day) as part of an introduction to their Franklin day planner. The course I attended in Orlando, Florida was presented by Ruth Hanchey, who was fantastic. She was superbly effective in delivering a system that will keep you organized and control your personal and business events. The top of my desk is finally clean, and it has been since I took this course. With this system, a major or minor commitment or appointment should never slip through the cracks again. The best part of this course is the discussion of values clarification, which is the foundation for all long-term goals and, therefore, should give reasons for each decision we make during the day. I am so excited about this course that all of my staff will be signed up for the next one given in my area. (The courses are given throughout the US) The course is a bargain for its value—$195 with a day planner included or $155 without a day planner. If anyone is interested, call Ruth Hanchey at 1-800-877-1740 extension 9830. Tell her Steve Paige sent you.
Dr. Steve Paige
Ocala, FL
We started using Hummingbird’s concept of a treatment coordinator in February 1993, and our production doubled during the first month. We are now consistently doing 1 to 1 1/2 times the production dollars than we were six months ago. If you are not using a treatment coordinator in your office, you might want to consider it. My office has definitely been a “success story” since we opened this position.
Susan Kelly, Treatment Coordinator
Office of Dr. Tony Lovrovich
Seattle, WA“Praise has better results than criticism.”
—Proverbs 12:18
Teresa Perdue, Clinical Coordinator
Office of Dr. H. Leon Clenenden
Los Alamos, NMHow to Handle Excessive Broken
Appliances
We just instituted a new policy that will allow up to six broken appliances to be fixed before an office visit charge is imposed.
We placed six coupons in the chart, and after each broken appliance, the patient handed a coupon to the receptionist. On the seventh breakage, the patient and parent know there will be a charge for that visit.
Dr. Kenneth Albinder and Staff
Virginia Beach, VAKeep a supply of mylar balloons for debondings and patient birthdays. If you want to make a bouquet of balloons for debonding, use hi-float in the latex balloons to make them last longer.
Anonymous
Dear Karen,
Thanks for the computer for the MacDonell School, and all the other things that you are doing for us. We appreciate not only those gifts, the Nectar Connection, and all that you are.
I found the following in the Thanksgiving publication of the Fountain of Life United Methodist Church in Tucson, AZ.
“Where the basic things that persons need—from food and shelter to a sense of competence and being loved—are assumed to be scarce, persons rely on the arts of competition, even making war, to survive. But where the necessities of life are assumed to be abundant, acts of generosity or community become not only possible, but fruitful as well. Indeed, true abundance resides in the simple experience of people being present to one another and for one another.”
—Pastor Palmer
With love,
Kenneth Darg, Director
Colegio MacDonell de Durango
Durango, MEXICODo you place more importance on your Fees than your Patients do?
A while back, a middle-aged friend of mine with a large and successful accounting practice suffered a major heart attack. He spent nearly two months in the hospital and additional time at home before returning to work part-time. His physician’s advice was concise and no-nonsense: “Cut your workload and client list in half, or you’re not going to make it!”
Sensing the situation's life-or-death consequences, my workaholic friend heeded his doctor’s advice. He sent a form letter to all his tax and audit clients explaining his situation, the need to cut back, and (to keep his practice economically afloat) the necessity to double his fees!
He added that he recognized this would create a hardship for some of his clients and would understand if they needed to transfer their records and future work to another practitioner.
He ended the letter by asking his clients to call his office with further instructions.
How did his clients react to the letter? Over 90 percent called to say they would remain with him!
Several factors accounted for this allegiance. But the question remains: Do you place more importance on your fees than your patients do?
—Bob Levoy
Dental Economics/April 1993
Thanks to Colleen Howard from the office of Dr. Randall K. Bennett for recommending the Dale Carnegie course in the Nectar Connection. I had heard about the program many times and finally added it to my New Year’s Resolutions List for 1995. I finished my 12-week course in April and wish I would have taken it years ago. What a remarkable tool for self-evaluation in the areas of communication, confidence, goal setting, human relations, organizational thinking, problem-solving, and, of course, public speaking. It is so much more than just a class in public speaking. I highly recommend the course to all dental personnel. I can think of no more significant investment for your doctors than to add this to your budget for continuing education and marketing.
Carol Eaton
Fresno, CAEd. Inc. Magazine pointed out in it’s June 1993 issue that Dale Carnegie’s Strategic Presentations Workshop (800-231-5800) is highly recommended if you are serious about improving your speaking skills. It is an intense three-day course (in which each trainee makes eight videotaped presentations and gets a private critique) and is a long way from the days of simply winning friends and influencing people. However, at $1,300 per person, it might be too expensive. Cheaper and recently revamped is Carnegie’s flagship 12-week course on public speaking.
Love is a verb.
Dr. F. G. Preis
Bel Air, MDTRIVIA CORNER
We had no correct response to the last Nectar Connection Trivia question, so no prizes were awarded...however, Chris Slye did receive honorable mention for creativity!
The question was: What are the two unique physical features developed to aid the hummingbird as it prepares to make its way into the outside world?
The correct answer is: 1) the egg tooth, a calcareous projection found on the bill’s tip that helps it peck through the shell, and 2) a large hatching muscle that develops on the back of its head to provide greater force to the egg tooth.
It is interesting to note is that once the bird has successfully hatched, both of these temporary features disappear.
This issue’s question is definitely a strange one, open to any guesses (the closest answer wins the prize this time)!
If an ostrich had the aerodynamics of a hummingbird, what would its wingspan be?
Suzanne Fransen
Hummingbird Associates
Bainbridge Island, WA -
Teamwork
From time to time, we all need to self-examine to see how we contribute to the team. Sometimes, we get so caught up in all the tasks we must do that we must remember the purpose. We should always remember that taking care of the patient comes first. We all need to stop worrying about what our co-workers are doing or not doing and focus on being the best we can be. We need to ask ourselves, “Are my work habits self-centered, working toward my benefit only, or are they work habits that contribute to the overall effectiveness of the team?” Another good question is, “How do I react when my co-worker asks for help?” Then, perhaps, we should think about how we would kike for them to react when we ask for their help. There are times when we all need an “attitude adjustment,” and attitude has a whole lot to do with teamwork!
Cindy Drew, Patient Care Coordinator
Office of Dr. Don C. Dennington
Cape Girardeau, MO“Life is either a daring adventure, or it is nothing.
—Helen Keller
Loraine Nordlingier
Tucson, AZA forecast for the future
Patients will continue to go where invited and remain where appreciated.
Reputations will continue to be made by many acts and be lost by one.
People will go right on preferring to do business with friends.
Go-givers will become the best go-getters.
The “Extra Mile” will have no traffic jams.
The performance will continue to outsell promises.
Enthusiasm will be as contagious as ever.
Know-how will surpass guess-how.
Trust, not tricks, will keep patients loyal.
Quality will be prized as a precious possession.Dr. R.D. Releford
Marysville, WADear Karen,
It was a pleasure to meet you at the AAO meeting in the spring. I was given a copy of the Nectar Connection earlier this year. It was an excellent publication and is well deserving of its reputation.
Breakthrough Business Meetings by Robert E. Levasseur has been very helpful in setting a format for participative, productive staff meetings. This book is available at local bookstores.
Dr. Camille Arcidi
Ayer, MADear Hummingbirds,
We have discovered a wonderful solution to a persistent problem. When we travel to our satellite office, besides packing our gloves and instruments, we must also pack ultrasonic solution. Pouring 8 ounces from a one-gallon jug into a small bottle often left more in the sink than in the bottle. We then received a sample in an order from Schein for a product called Clean and Simple by Tuttnauer. It is like an Efferdent tablet. We can put three or four tablets in our tackle boxes, and when it is time to fill the ultrasonic, we open the package of one tablet and drop it into the ultrasonic filled with water. Not only is it less messy to pack, but the threat of leaking is no longer present. We can find this product with our local supplier. Also, when we compared how many uses a one-gallon jug provided and the cost per use with the one tablet and its use, using the tablet cuts the price in half. We hope this helps other offices that travel and may face the same dilemmas.
Cheryl Hoffman
Office of Dr. Daniel Gestring
Mesquite, TXLaughing gas
A west-side dentist got off to a late start the other morning.
Dr. Richard McDaniel found his car had been burglarized overnight. Little was stolen; many things were just thrown out of the car into the front yard.
After picking up everything, he drove to a nearby Speedway station to gas up. While the pump was on automatic pilot, he washed the windshield. Thinking only of the drive ahead to Beardstown, McDaniel drove off.
Yep, he neglected to pay for his fill-up.
A station employee got his license number and called the police. No manhunt, however. Police were told that whoever the guy was, he was a regular customer and worked in the area. So, it was assumed that either he would return in a couple of days or could easily be found.
When word of his partner’s escapade reached Dr. Michael Sternstein, he immediately entered the printing business and designed a wanted poster—complete with a mugshot.
“WANTED—R.T. NO-PAY McDANIEL” posters went up throughout the dentist’s neighborhood.
Anonymous
This client has written a poem for each of her daughters’ debonding. This is the second (and last) poem; the first was published in an earlier edition of The Nectar Connection.
Ode to Orthodontia—The Sequel
It’s over! Done! Hip, hip, hooray!
My baby’s bands came off today!!! The drive—appointments—all the money—
No more “Do your teeth hurt, Honey?”
They cut and pulled the ties that bind,
We left the painful wires behind.
It’s such a joyful cleansing act,
I almost cried with glee, in fact
To know that I must no more fear
The dreaded sight of her headgear, Or know that everywhere I stand, I’m stepping on a rubber band.
It’s been so long, between my two, But now they’re perfect, through and through.
Both have smiles big and bright,
With perfect teeth and perfect bite. And now with only night retainers, No more “I can’t floss” complainers.
So, farewell to orthodontic strife... Perhaps now Mom can get a life!—Robin Selfridge
Dr. John C. Dumars
Napa, CAWe have helped support a local emergency food bank for several years to give back to the community. In conjunction with our patient appreciation events, such as our roller-skating party and movie day, we have asked each patient to bring a nonperishable food item. This entered the patient into a raffle for a door prize. We have even received local community involvement. If our patients bring a can of food to the office, they receive a coupon from a bakery in our area for a cookie or a Frosty from our local Wendy’s.
Lili Lustig, Food Drive Coordinator
Office of Dr Michael L. Ovens
Phoenix, AZOn a personal note, I was fortunate to be involved in the Earthsteward's PeaceTrees Program in Southern India late December / early January with 60 youth from 17 different countries as we planted over 2000 trees, restored a water tank in a nearby village, and helped to build a solar kitchen that will serve 1000 meals a day in Auroville.
Two incidents were compelling. Early during the project, one of the icebreakers involved each team of youth indicating to the rest of the participants where their country was on a huge wall map. The young people from the former Yugoslavia, Estonia, Croatia, Nepal, Holland, Canada, South Africa, America, India, and many other countries all proudly pointed out their hometowns. And then, it was time for the four youths from Tibet to step forward.
But their country was not on the map! There was not a dry eye as Tashi, one of the Tibetan young men, drew the borders of Tibet on the map. The resolve to do a PeaceTrees Project in Tibet was born during that touching moment, and Lobsang, one of the lovely young Tibetan women, will spend six months with me on Bainbridge Island to help work out the details. If you wish to meet her, consider attending Bud Ham's Rocky Mountain Rendezvous in Keystone, Colorado in July.
An added bonus during the R.M.R. meeting is that you, your family, and your staff will be able to take the Essential Peacemaking Workshop from Danaan Parry and Jerilyn Brusseau, the main organizers of the PeaceTrees Programs. This workshop focuses on the intricacies of communication between men and women. It is a well-designed and very powerful course.
But back to the PeaceTrees Program... During the water tank restoration, the 60 participants and 30 adult partners worked in the blazing sun to clear debris from the steps surrounding a tank in a nearby village. While we worked, the villagers stood on the sidelines, skeptical and seemingly distrustful that strangers would want to help them. Suddenly, one of the village women picked up a tool, took a place next to one of the PeaceTrees youth, and started working! And as if by magic, hundreds of other villagers joined in to help us remove baskets of debris, rocks, and weeds in an area half the size of a football field.
For decades this water tank had stood unused and now the villagers were proudly involved in reclaiming it. We could feel the excitement as young and old worked hard side by side, unable to communicate in traditional ways but communicating with shy smiles nevertheless.
After the PeaceTrees Program, one of the places I traveled was to Kerala, the state on the southwest coast of India, which has the lowest per capita income yet the highest literacy rate and the lowest infant mortality rate. If you use cardamom, cinnamon, or saffron in your cooking, there is a good chance it came from Kerala. What a picturesque destination, and what a joy it was to have dolphins frolicking near our boat as we explored the backwaters of Cochin.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAA small gesture but a meaningful one is to have fresh flowers delivered every week. It’s very refreshing, especially this time of year in Minnesota's cold.
Cary Myshka, Treatment Coordinator
Office of Dr. Carl Casperson
Bloomington, MNDear Karen:
I don’t know whether Hummingbird Associates includes sexual harassment in its training programs or consulting. Still, it has struck me that a combination of several factors suggests that this is an issue that should receive particular emphasis in dental office human resource management:
1. Of course, the doctor/owner/supervisor segment of the workforce is still predominantly male, while the staff/employee/subordinate element is overwhelmingly female.
2. The size and layout of most dental offices and the work to be done result in individuals working in close, almost intimate, physical contact with one another.
3. Even though employers must have a minimum number of employees before being exposed to claims for other forms of discrimination or harassment, all employers are liable for sexual harassment.
4. In California, at least, an employer's liability for sexual harassment of a subordinate by a superior is absolute. Preventative measures such as written policies against sexual harassment backed up by training and discipline will protect against the imposition of punitive damages but not compensatory damages.
5. The existence or formation of a professional corporation will not shield a dentist from potential liability for sexual harassment. Harassers are subject to suit in their individual capacity, even though the employer may be a corporation.
James Madison, Labor Attorney
Orrick, Herrington & Sutcliffe
San Francisco, CAWe give our starting patients a T-shirt with our new and colorful logo screen printed. They love it!
Office of Drs. Harold and Jeffrey Just
Manitowoc, WICongratulations to Lisa Kruse from Dr. Rick Ellingsen’s office in Spokane, Washington, who is the International Grand Champion of Country Western Line Dancing! She returned from the competition in Myrtle Beach, South Carolina, holding this title for the third time. We were very proud to hear her good news. The Hummingbird staff was fortunate to have Lisa instruct us in her winning technique one evening during the last fall PCSO meeting held in Palm Springs. More great news—Lisa has made two instructional videos of her professional, prize-winning style. There are three to six line dances on each 1-1/2 hour tape, and Lisa tells us that she considers them an intermediate level. The videos are available from Top of the Line Productions, P.O. Box 13216, Spokane, WA 99213, for $20.00 each. Lisa, you’re the best!
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADear Karen,
Dr. O’Leary’s staff in Port Charlotte has been working very hard since your trip last week. There has been so much excitement and so many changes; it’s invigorating. As the dust settles, we look forward to your return in February.
In the meantime, we thought we’d add helpful hints to your list.
We print a quarterly newsletter. One of our columns is called “Patient News.” Since the newsletter is primarily for our patients and about our patients, we let them have their say. We place a small box with a pen and notepad in the reception area. The box is labeled. Then we ask patients and parents to give us the “SCOOP”! The response has been incredible—we never run out of “patient news.” It’s always interesting, and we learn a lot about our patients. They love reading about themselves and their friends!
Looking forward to February ‘95!
Jean M. Richner, Treatment Coordinator
Office of Dr. Kay O’Leary
Port Charlotte, FLNow that summer is almost upon us, I will again implement our plan to get the most patients in during the lazy, crazy days of summer (non-school time).
We send our recall postcards to all observation patients in May, June, July, and August. This allows us to determine which patients will be ready for appliances this summer and to get them appointed.
In June, we send out all retainer checks. Our goal is to get college students in early. If something needs to be done (such as new retainers), it is not done the week before they return to school. This also opens valuable time for longer appointments right before school starts.
Sue Matlof
Matlof Waxler PC
Manchester, MOHere are a few quotes on ATTITUDES that I have enjoyed.
“Of all the things you wear, your expression is the most important.”
Two stone cutters were asked what they were doing. The first said, “I’m cutting this stone into blocks.” The second replied, “I’m on a team that’s building a cathedral.”
“Remember, happiness doesn’t depend upon who you are or what you have; it depends solely upon what you think.” —Dale Carnegie.
“Remember that failure is an event—not a person.”
Pat McMillan, Dental Hygienist
Office of Dr. Don McMillan
Mendakota Heights, MNDear Mom,
Survive? Yes. Thrive? No.
I hope law school is just something I need to get through because it's not a lot of fun. And I hope practicing law isn't like this.
It doesn't seem that legal writing has been a building or learning process. Instead, we've had six opportunities to randomly guess which overturned cup hides the ball. There's no guarantee that you can master the skill or even consistently get it right.
I'm reminded of Greg's baseball coach's saying: "Even a blind pig in a cornfield gets a cob now and then." Sometimes I feel like the blind pig. Now I just have to find out if I'm anywhere near the cornfield!
I love you, and I ended up in the top 10% of my class after finals!
Steve Moawad
Orinda, CAAt the initial start appointment, when discussing food “No-No’s,” we always ask the patient (secretly) if there are certain foods they want us to add to the list before we show the list to their parents. (Liver, broccoli, and meatloaf are common responses.) The patients love it, and the parents appreciate the humor.
Barb Reeves, RDA Level II Ortho
Office of Dr. Terry Carlyle
Edmonton, AlbertaI enjoyed meeting the Hummingbird staff at the recent GLSO meeting in Chicago. Because of their ideas, I think the Nectar Connection is excellent. I would like to give you one from our office.
We live in the heart of “Honda” country and have many Japanese patients. When their treatment is completed and they are ready to return to Japan, we give them an Ohio State Buckeyes mug or cup filled with candy from the beautiful candy store next door to our office. We then take a picture of the doctor with the patient and give them the image before they leave the States. When they first come to our office, most parents do not speak English, although the children do. We have a list of five interpreters, and one of those is asked to accompany the mothers to our office for the first few visits.
Thank you again for the opportunity to receive Hummingbird materials.
Judy Newland, Office Manager
Office of Drs. Dodge & Toplek
Bellefontaine, OHI have found in doing seps and orientation with patients; it is best to do the orientation first and then place the spacers. When I placed the spacers first, the patient paid less attention to the orientation as they explored the new addition to their mouth. Also, doing orientation first seems to calm the patient if they are nervous because they have some time to ask questions and understand the purpose of this appointment before we start working in the mouth.
Judy Pearson, Treatment Coordinator
Office of Dr. Oles Drobocky
Bowling Green, KYThe Christmas gift we send our referrers is a beautiful wreath from the local Kidney Foundation. Everyone enjoys receiving a wreath, and we help out a charitable organization simultaneously.
Dr. Paul Kulits and Staff
Everett, WATime Out for Today
(Borrowed from Executives’Digest)
Today is here. I will start with a smile and resolve to be agreeable. I will not criticize. I refuse to waste my valuable time.
Today has one aspect in which I know I am equal to all others—time. We all draw the same salary in seconds, minutes, and hours.
Today, I will not waste my time because the minutes I wasted yesterday are as lost as a vanished thought.
Today, I refuse to worry about what might happen—it usually doesn’t. I am going to spend time making things happen.
Today, I am determined to study to improve myself, for tomorrow, I may be wanted, and I must not be found lacking.
Today, I begin by doing, and not wasting my time. In one week I will be miles beyond the person I am today.
Today, I cannot imagine what I would do if things were different. They are not different. I will make success with what material I have.
Today, I will stop staying, “If I had time…” I know I will never “find” time for anything. If I want time, I must make it.
Today, I will act toward other people as though this might be my last day on earth. I will not wait for tomorrow; tomorrow never comes.
Dr. Ken Schmitt
Aboard Un Bel DiWe enjoy your newsletter very much. Are there any offices in nearby states that would be interested in exchanging visits to each other’s offices? There is always so much to learn from each other.
After debanding and post treatment records, we send a 5x7 photo to the parents with a thank you. We also put an 8x10 picture on our “wall of fame.”
Keep up the fantastic work. We appreciate it.
Office of Dr. John Miller
South Charleston, WVWhen it comes to evaluating employees, we take the following favorable influences into account:
1. Full-time employment
2. Exceptional skill level
3. Always busy
4. Always finding ways to help out patients,
• escorting to front desk
• reviewing progress with parents
• cards and notes to patients/parents
5. More than thorough notes in charts
6. Professional conduct/conversation in office
7. Exceptional grooming and attire
8. Participation in office functions
9. Willingness to extend personal schedules to accommodate office’s needs and needs of other employees
10. Unsolicited praise from patients and parents about employee’s performance
11. Referrals to the practice
12. Reference from other practices as to your abilities as forwarded by patients
13. Ingenuity in the office offering improvements
14. Total support of fellow employees in conversation and actions
15. Unselfishness
16. Regular and positive phone follow-ups
17. Perception of and relating troublesome areas of treatment and or patient demeanor to the doctors and ability to help solve and improve individual patient situations
18. Good use of personal time
19. Ability to keep work area and office clean
20. Input energy toward maintaining over-all office decor
21. Patient communications... communications... communications
22. Being on time
23. Willingness to help on sick days
24. Ability to compliment fellow employees and make them look good in the eyes of other staff and patients
25. Great impressions
26. Constantly improving efficiency
27. Ability to maintain a timely schedule
28. Not wasteful (aware of costs of doing business with help in controlling those factors)
29. Extras...extras...extras...extras!
30. Making patients feel great...each time
31. Willingness to accept various tasks
32. Willingness to give of yourself
33. Great, consistent phone skills
34. Unencouraged follow-ups after difficult appointments
35. Making the doctor’s day easier
Jeffrey Schauder, D.D.S.
Green Bay, WIEditor's Note: Look at the next issue for unfavorable influences.
To help our patients celebrate their debonding day, we give them a bottle of Sparkling Cider wrapped in festive paper with attached helium-filled balloons. We then take a picture of them with their gift, which is put on our waiting room bulletin board and a copy is sent to them in a congratulations card. In this way, the patient and others can remember their first “braceless” smile for a long time!
Paula
Office of Dr. Michael Ovens
Phoenix, AZYour Nectar Connection has provided so many useful and inspiring ideas that we don’t want to miss any publications.
Each year in February, during Children’s Dental Health Month, we invite all the first-grade classes from every school in our area to our office. We present five sessions between us and a general dentist, each touching on some aspect of dental and orthodontic well-being. Before the day, we send pictures to each class to be colored and brought to our office when they come. After the sessions, we randomly drew a picture and gave one student in each class a T-shirt. We also gave each student a toothbrush and toothpaste and gave each teacher something educational.
We have done this program for five years, and it’s very popular. It’s a great way to advertise. We started by going to one school and one classroom and have expanded from there; now, we devote an entire day to this activity. It’s also a very taxing day so we bring cookies and juice for our treat between the sessions and the doctors usually take the staffs to lunch.
We are looking forward to attending one of your courses.
Dr. Robert Dunnington and Staff
Ellensburg, WAWhen fabricating a bonded “3 to 3” permanent retainer, it may be more accessible, after pre-forming the wire on the cast, to use an electric glue gun (a device that heats glue sticks and can be found in art or hardware stores) to make a customized tray, which will then be used to place and bond the retainer easily on the lingual surface of the prepared teeth. This is an economical and fast way to guide and stabilize the bonded wire. This technique can be used with light curing materials, as the light is not stopped in any way due to the transparent nature of the tray.
Dr. Andrew Chayo
Clayton, MOSymptoms Of Inner Peace
1. A tendency to think and act spontaneously rather than from fears based on past experiences.
2. Unmistakable ability to enjoy each moment.
3. Loss of interest in judging self.
4. Loss of interest in judging others.
5. Loss of interest in conflict.
6. Loss of interest in interpreting the actions of others.
7. Loss of ability to worry is a very serious symptom.
8. Frequent overwhelming episodes of appreciation.
9. Contented feelings of connectedness with others and nature.
10. Frequent attacks of smiling through the eyes of the heart.
11. Increasing susceptibility to the love extended by others as well as the uncontrollable urge to extend love to others.
12. An increasing tendency to let things happen rather than to make them happen.
If you have all or even most of the above symptoms, please be advised that your condition of peace may be so far advanced as not to be treatable.
Cultivating any of the above symptoms may lead to the development of Inner Peace.
And...A group becomes a team when all the members are sure enough of themselves and their contributions to praise the skills of others.
And... Mind what you say, or you might say whatever comes to mind.
Again...Thank you for your continued efforts in producing an excellent newsletter.
Dawn Robinson, Appointment Coordinator
Office of Dr. Charles Bohl
Brookfield, WI“All things are difficult until they become easy.” Thanks for all your support.
Dr. Charles Alexander
Arlington, TXWe can get so caught up in work that we don't put a lot of time into vacation or travel. Sometimes, a trip or holiday can make work more acceptable and give us a new perspective on problems by visiting another country or culture.
Make a New Year’s Resolution to visit that place you always wanted to see.
St. Augustine once said, “The World is a book, and those who do not travel read only the pages.”
Dr. Edward Lucz
Tucson, AZAfter debonding, we take a Polaroid photo of the patient and attach it to a handwritten note from the patient to their parents, thanking them for the orthodontic treatment.
We have many examples of scripts the patient can use to make it easy for them. The note and picture make everyone feel good—a win-win!
Dianne Jackson, Chairside Assistant
Office of Dr. Richard Sutter
Tigard, ORI thought you might like to share this in your spring newsletter. At graduation time we have copies of “The Legend of the Cap and Gown” printed and leave them in our waiting room for patients and parents to take. It’s an interesting legend that not many people know.
Our office thoroughly enjoys your newsletter. At our morning huddle I often read quotes and inspirations from it.
The following is a copy of the graduation brochure.
CONGRATULATIONS GRADUATES!
Dr. Barone and the entire staff warmly congratulate all our patients graduating from schools and colleges this spring. We hope your future is filled with everything that means happiness to you.
THE LEGEND OF THE CAP AND GOWN
Long ago, in ancient Greece, when formal education was for the very rich or the very determined, a wise old teacher was approached by a group of noblemen. “Our sons have completed their studies, and it is time to return home and live in the style befitting their station. We will hold a great banquet in their honor on the morrow and expect them to be dressed in their finest garments.” The old man smilingly answered, “They will be there,” he added, “appropriately dressed.”
The following day, the banquet hall was filled with royalty and nobility dressed in dazzling jewels and costly finery. Then came the great moment when the students entered with their beloved teacher. A startled cry arose from the crowd, for here were their young men dressed, not in the garments of the noble, but in simple sackcloth robes, each carrying a mortarboard, the mark of an ordinary workman.
“Let me explain,” spoke the teacher as he raised his hands for silence. “Your sons are dressed in the clothing of the mason, for their destiny is to build. Some will build cities; some will build lives—perhaps one may even build an empire. But all will be builders on the solid foundation of knowledge.”
Thus, over the years, the cap and gown have become a traditional part of graduation, symbolizing that our young men and women are builders of their future and the future of our world.
Judy Hoskins, Office Manager
Office of Dr. Nicholas Barone
North Providence, RIAlthough we do not charge for orthodontic services performed on referring and non-referring dentists' families, many times, these doctors ask if they can at least pay for our costs (overhead). As a way of letting them pay something, we accept a charitable donation of any amount they are comfortable with, payable to the local Special Olympics Booster Club, which I am involved with. This has resulted in a win-win situation for all.
My thanks to Bud Ham for this suggestion. Please keep the Nectar coming!
Dr. Robert Muirhead
Spring, TXMany people are looking for options for natural health care for their teeth. A controversy rages about whether fluoride is good for the immune system. For those clients who do not wish to take fluoride supplements, Homeopathy can offer an alternative. Children and teens can take two tablets of each Homeopathic Cell Salts together twice a day, 20 minutes before or after eating or brushing their teeth. The Cell Salts are Calc Flour 6X and Calc Phos 6X. There are no American studies as to the efficacy of the use of Homeopathy as a precaution against dental caries, but this information is something to offer clients who are looking for alternatives.
Homeopathic teething tablets, appropriately named Teething Tablets are lovely for fussy teethers.
Hyland Homeopathic makes an effective remedy for sore mouths after adjustments. Alternating one pellet of Arnica 30C and one pellet of Symphytum 30C every two hours when awake for two days can help. If your clients cannot access a Homeopathic Pharmacy, they can call 1-800-ARNICA 30 and order over the phone. They will deliver anywhere overnight for $10.00 a remedy.
Stephanie Georgieff, N.D.
Naturopath and Herbalist
Santa Ana, CAWe always try to take an interest in our patients’ self-esteem and help encourage improvement in how they feel about their smiles as their teeth straighten. But when we get a patient who needs a boost, we assign a dental assistant to “work his case.” She is then responsible for all his treatment needs and spends time with that patient, helping them improve or overcome their lack of self-esteem. This is an enriching experience for the patient and the assistant as they develop a closer bond than usual.
Lauren Graham
Office of Dr. Don Graham
Lakeside, CARather than cleaning the ear rods of the cephalometric head holder between patients, we initially placed “Glad Cling Wrap” on the ear rods and changed it between patients.
We have found that color-tinted sticky barrier film works better and provides a more visible infection-control technique. It is available from Discount Disposables (800) 366-0973 in blue, mauve, green, and clear. It works best when cut into little triangles.
Dr. Daniel Yaillen and Staff
Portland, ORDr. Howard Jan, retired orthodontist and author/publisher of the Winners Journal, sent us a lovely letter with information about his planner, now in its 20th year of publication with 150,000 copies in circulation. That is a winning accomplishment in itself! You will be able to hear Dr. Jan detail his strategies for winning at life. As he writes...
“I will be presenting two round table discussion breakfasts at the forthcoming AAO meeting in San Francisco, May 12-17, 1995; Sunday for orthodontists, and Monday for staff members. I will happily meet orthodontic colleagues and staff to exchange and share winning ideas and experiences.”
Thanks for your letter and good wishes, Dr. Jan.
Charlene Holmes, Administrative Assistant
Hummingbird Associates
Bainbridge Island, WAFirst, we just got the new Orthotrac Office Windows version, and we love it! It has helped with many scheduling problems we used to have, and it’s given the operatory staff a more organized, planned schedule.
Second, have your Treatment Coordinator do the initial records on new patients. It’s helped our case starts ratio.
Dr. Brian Povolny and Staff
Tukwila, WALab Tips
A coffee and beverage warmer plate is an economical alternative to a commercial wax pot. These can be purchased for about $10.00, and you can use a small metal container like an empty tuna fish ca to contain your wax.
For Bitefork registration, Computer Diagnostic Information has a product called Bite-Tab available. These tabs are made of red-stick compound material that self-adheres to any bite fork and can be heated in a water bath. When you have finished mounting your models, they peel off for easy clean-up. Phone (415) 697-6420 to order.
For soldering those difficult small solder joints or adding a spring to a labial wire, solder paste will allow you to pinpoint the placement of your solder. Solder paste is a finely ground silver solder mixed with flux that you place on your wires and then solder and finish the same as conventional silver solder.
Anonymous
A staff member suggested converting more of our initial exams into active patients. We arranged to buy movie passes in bulk at a discount from AMC Theaters. Our new patient information pack includes a certificate to redeem for two free movie passes at the initial bonding. We just started this, so it is too soon to assess whether it converts a few “will calls” to begin active treatment.
Dr. Victor Sands
North Hollywood, CAWe have installed a bulletin board in our waiting room where we list our new patients and our recently debonded patients. Patients enjoy seeing their names on the board and are often surprised that others they know attend our practice, too!
Dr. Penny Berglund
Edmonds, WAWe are starting a list of unusual and fun reasons for loss and breakage of retainers. If any of your practitioners have interesting ones to add to our list, we’d like them and will submit them to future Nectar Connections. Fax: (204) 775-5857.
So far, we’ve had:
“My dog ate it.”
“A truck ran over my jacket with the retainer in the pocket.”
“I threw up in the toilet and flushed the retainer down the drain.”
“I left it on top of my car while fixing a tire, and when I drove away, it flew off.”
- and the hundreds list includes
“I left it in a napkin at McDonalds.”
Dr. Morley Bernstein
Winnipeg, ManitobaWhen we’ve decided to debond at the next appointment, and a lower bonded 3 to 3 retainer is indicated, we will take a portion of rope wax, form it into a block, press it against the lingual surface of the lower incisors, carefully remove it and cool it under running water. We then pour up this sectional impression and use it to fabricate the lingual retainer wire. This impression only takes a few seconds and avoids the mess of using alginate.
Dr. Steven Black
Beaverton, ORPatients who are constantly late are scheduled differently. The word “Pre-Schedule” is written on their chart. They are automatically asked to arrive 10 minutes earlier than their appointment. They are not told about the system. If they arrive on time, 10 minutes will be added to the expected time needed when the mother asks, “How long is the appointment?” These patients are also not given the first morning or after lunch appointments.
Dr. Ronald Perkins
Dallas, TXStaff Survey
Why do you work?
Why do you work in the field of orthodontics?
Why do you work in this practice?
What unique values do you bring with you to the practice?
What color best describes your personality? (Not your favorite color, but the color that most describes you)
What do you like most about working with Dr. Stieber and this practice?
What would you like to see improved in the practice?
What are your professional goals?
What goals do you have for the practice?
What are your personal goals this month?
This year?
In the next five years?
How would you like to be supported by your fellow team members in achieving your goals?
Office of Dr. John Stieber
Mill Creek, WARecently, our staff discussed office morale and how to keep staff attitudes positive and upbeat. We decided to concentrate more on patients and make their visits to our office more fun and pleasant. Consequently, our office morale and attitudes have greatly improved. Remember, patients are our most valuable resource. Treat them well.
Office of Dr. Mark Youngker
Oklahoma City, OKAfter a patient finishes active orthodontic treatment, we apply an “R” sticker to indicate that the patient is now in the retention phase of treatment. We file these separately since they are now handled less frequently. This allows us to deal with fewer charts in our active section, which we feel is a time saver.
Karen Leach
Office of Dr. James Mayfield
Bremerton, WAIn 1995, we will celebrate our adult patients’ debonding by presenting them with a book chosen especially for them. The clinic staff will find a patient's hobby or interest, and we will try to find something for their coffee tables at home or the office. I will try to flag the adult patient's pockets six months before debonding to give us time to choose a book.
Molly Lofton, COA
Office of David L. Drake
Tiffin, OHAt Christmas, we had an ice carving of a mouse with buck teeth to help decorate the outside of the office. Unfortunately, because of very mild weather, it did not last very long this year. It was a big hit!
Dr. Marshall Grunwald
Elmhurst, ILDonating some of our services to various school auctions is a good way to get our name out in the community. We usually include the cost of exam, records, and consultation. We’ve had a very appreciative response from these organizations and have acquired some incredible patients.
Susan Kelly, Treatment Coordinator
Office of Dr. Tony Lovrovich
Kirkland, WATo help with patient motivation and cooperation, we began a new reward system in our office. Patients can earn one ticket for no breakage and one for good hygiene, possibly two for each appointment. We have levels of prizes, and the patient has the option of “cashing in” at whatever level they choose. Of course, we have very nice prizes that require two tickets to be earned from beginning to end of treatment in hopes that this will encourage an uninterrupted treatment plan.
The patients are excited about the prizes and always remember to ask for their tickets!
Karen Long
Office of Dr. Greg Woodfin
Pensacola, FLWhen one door of happiness closes,
another opens.
but often, we look so long at the closed-door
that we do not see the one
that has been opened for us.
—Helen Keller
Christina Maxwell
Office of Dr. Donald Salem
Los Angeles, CAGlenda Fischer, on our staff, is a talented poet and wrote the enclosed poem. We mail about three out every day. I’ve sealed a sample in an envelope because it has silver stars loose in it. Moms have raved over the neat idea and thanked us for recognizing their child’s effort.
The poem reads...
Just a little note to say
what a great patient you are.
In fact, we think you’re really a star.
Your brushing and appliance care are great.
With us you really rate!
Keep up the good work!the poem is signed by the doctor and all of the staff
Valerie Chiles
Office of Dr. Richard Ingraham
Corpus Christi, TXOur office has had difficulty with our doctor progressing treatment on extremely overdue accounts. We designed a “secret signal” for Dr. Armstrong to recognize that this account is behind. We use neon pink post-it flags on the patient’s treatment card next to the current appointment date. This also helps the financial staff remember to speak to the parent or patient when they come for an appointment. This has helped us resolve 25% of our 90+ days overdue accounts.
Office of Dr. Glen Armstrong
Moscow, IDWe practice the Ten Commandments in our office daily. We would like to share them with other offices.
Ten Commandments of Human Relations
1.Speak to people. There is nothing so lovely as a cheerful word of greeting.
2. Smile at people. It takes 72 muscles to frown and only 14 to smile.
3.Call people by name. The sweetest music to anyone’s ear is the sound of his name.
4.Be friendly and helpful. If you want friends, you must be one.
5. Be cordial. Speak and act as if everything you do is a joy to you.
6.Be genuinely interested in people. You can like almost everybody if you try.
7. Be generous with praise and cautious with criticism.
8. Be considerate of the feelings of others. There are usually three sides to a controversy. Yours, the other fellow’s, and the right side.
9. Be eager to lend a helping hand. Often, it is appreciated more than you know. What counts most in life is what we do for others.
10. Add a good sense of humor, a massive dose of patience, and a dash of humility. This combination will open many doors, and the rewards will be enormous.
Cindy Hudson, Treatment Coordinator
Office of Dr. Joseph Coniglio
Corpus Christi, TXEditor's Note: This entry was also submitted by Elsa Biech from the office of Drs. Franklin Lo and Robert Elliott.
When repositioning bands in an impression for indirect fabrication of an appliance, use Kerr compound impression cakes heated in a hot water bath. The precise fit of the bands into the cooled impression controls the accuracy of the appliance's fit.
Dr. Steven Gregg
Spokane, WAIn our practice, we deliver a large sack of popcorn to the patient’s house after we take their braces off. The sack has a letter that says, “Have a party on us” and “Congratulations on getting your braces off.”
This way, not only is the patient congratulated, but maybe the parents also get to share. Our patients seem to appreciate it and share it with friends.
Dr. James Osborne
Raytown, MOOne idea that we use is having an adorable 12” teddy bear sitting in our new patient evaluation chair. When a new patient is being evaluated (tiny children who may be apprehensive), it’s comforting to hold something fuzzy and friendly! We will also have a contest for patients to give our new teddy bear a name.
Another fun idea that we do is if a patient’s birthday is within the same week as their appointment, Dr. Bergh and his “Orthettes” sing happy birthday to the patient while they are in the chair.
Jan Simmons, RDA
Office of Dr. Brian Bergh
Glendale, CAOne of my “Rules for Life” was given to me by Bud Ham. His distinction between education and wisdom is as follows:
“Education is the acquiring and assimilation of facts which can be recalled at will and utilized to achieve a desired result. The lifespan of this knowledge depends on the students’ recall ability. Just occasionally, one of these facts can trickle down from your head to your heart and become part of your spirit. This change is permanent, authentic, and visibly apparent in all that you are. This is known as wisdom.”
Dr. David Hoffman
Metairie, LASomething we have been doing recently has been very beneficial to our communication with the dental community and has assisted our referral base. In most orthodontic offices, a significant source of referral who often goes unthanked is the Dental Hygienist. We have begun a semi-annual systematized program of inviting the area hygienists for an open house evening in our office. I start the evening after work (5:00PM) by brainstorming with the group for their suggestions for better hygiene in our mutual orthodontic patients. I then give a short presentation, with slides, on the advantages of early treatment, the goals of early treatment, and signs of early treatment need. I provide each hygienist with a laminated sheet handout of various problems on our letterhead for their reference and a copy of the California State Orthodontic Society brochure, “Bite Down Early”. We then close with light hors d’oeuvres, wine, and soft drinks. This has been very well received by the hygienists and has resulted in increased referrals.
Dr. John Coombs
Carson City, NVI want to share the patient incentive program in our office with you.
After three good appointments, we gave our patients a T-shirt with the office logo. This was great, and our patients loved them. But after you receive your shirt, then what? So, recently, we started giving wooden nickels—one nickel on every excellent appointment (on time, no breakage, good brushing). Now, we have a variety of prizes to choose from. Gift certificates for tapes or C.D.’s, movie passes, headphones, hats, wallets, and we also include our shirts. The number of nickels needed is anywhere from 2 to 6.
Our patients love it, and they can’t wait to get their next nickel!
Bonnie House, Treatment Coordinator
Office of Dr. George Babyak
Plantation, FLIn our morning staff meeting, we try to have an enlightening quote or thought for the day. We submit this as one of our favorites.
This is from a column written by Marilyn vos Savant, who is listed in “The Guinness Book of World Records” Hall of Fame for the “Highest IQ.”
“To become stronger mentally, one can read good books and engage in stimulating conversation. To develop physically, one can eat a well-balanced diet and exercise regularly. To grow spiritually, one can meditate on one’s scriptures and pray. How does one become stronger emotionally?”
—James Boyd, Oceanside, California
“You’ve hit upon one of my favorite private admonitions, and I’m pleased to have a chance to express it. I believe one becomes stronger emotionally by having more experience and taking life less personally. If your employer criticizes your report, don’t take it personally; instead, find out what is needed and fix it. If your girlfriend laughs at your tie, don’t take it personally; find another tie or another girlfriend. When you get sick, robbed, or jilted, you will be less likely to waste your time and energy with thoughts of ‘Why me?’ Above all, don't take it personally if the newspapers ever celebrate your existence on this planet. Remember, these are the same folks you call fools when they find fault with you.”
—Marilyn vos Savant
Office of Dr. Charles Taylor, III
Abilene, TXRecently, we started using a floss dispenser, which can be mounted on any cabinet. This is a convenient and antiseptic way to dispense dental floss and tape out of the same unit. It is called a “Floss Fix Clinical” and can be purchased for $19.95 each from Oral Hygienic Company in Blaine, WA. Their number is (360) 332-7521.
Hummingbirds, keep up the excellent work!
Dr. Gary Dilley
Cary, NCWe at Orthotrac love reading through each issue of the Nectar Connection. Because of the number of staff (over 80), it is difficult to circulate one copy. We now have each department pick their five favorite entries and post these 40 entries on our bulletin board and the refrigerator front in our break room. It’s great! Everybody reads over them!
Also, I read this recently and would like to share.
“What’s Wrong with Always Having to be Right?”
You can’t see the future. The person who always must be right clings to old and potentially out-of-date information.
You won’t increase your knowledge. If you are too busy having to be right, you will never learn anything new. Almost all “facts” change over time.
You’ll have more conflicts. Too much suffering is needlessly caused by people who must always be correct.
Remember: Allow others also to have the “right” answers.
—Robert T. Kiyosaki
Tom Kearney
Orthotrac/OMS
Atlanta, GAMOST WANTED
We utilize the “FBI Top 10” list in our office. Staff votes on who belongs on the “Wanted” list. FBI stands for “Finish Being Involved.” This idea can add humor to a difficult situation.
Dr. Robert Penny
Weatherford, TXWe recently had a patient drop in. She gets our vote for the most unusual transportation. Elizabeth came by our office on her way to her grandparent’s home. Her dad brought her in their helicopter! It was a theatrical entrance.
Patricia Shifflett
Office of Dr. Walter Shepherd
Eden, NCWe use a “quick communication card” when communicating with a dentist about a particular patient. It is written on a postcard and is available at the Post Office. It is used to alert a dentist about a minor event, not severe enough for a letter or phone call.
It is printed like this:
Dear Dr. _______________
At ________________________ appointment, the following procedure was recommended/performed.
_____ Oral Hygiene instructions
_____ Fluoride treatment
_____ Chlorohexidine rinse prescribed
_____ Sealant applied on buccal surfaces around brackets
_____ Other ____________________________________
_________________________________________
If you have any questions, please feel free to contact us.
Sincerely,
Dr. Scott Hamilton
Topeka, KSWe recently showed our patients several designs for T-shirts. The most popular was a T-shirt that says “WIRED.” We now give a “WIRED” tee to all new bandings. It is fun to see our patients wearing the popular tees around town. We also have our office name on the tees, so it serves as an ad, too!
Cindy Krueger, Practice Administrator
Office of Dr. Douglas Aaker
St. Cloud, MNHOPING TO ADOPT
Paul, Barb, and 4-year-old Ariel in Tucson, Arizona want to share their love and lives with a new baby who needs a family. Please call them collect at (602) 792-3890 or contact their attorney, Scott Meyers, (602) 327-6041.
Editor’s Note: Barb and Paul are very dear friends of mine. If you know anyone who might help them locate a sibling for Ariel, please call them or call me.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAThe Game
I am giving you the ball, son, making you the point guard for your team in the game of life. I am your coach, so I’ll give it to you straight!
There is a schedule to play; it lasts all your life but consists of only one game. It’s a long game with no timeouts and no substitutions. You will play the whole game all of your life.
Your team has a great front line. They are hope, faith, and charity. They are what allow mankind to rebound from any problem. Your backcourt mate, love, can make the whole world play better.
Your team has five great defensive players: devotion, loyalty, self-respect, honesty, and humility.
The facility is also great. It is the world you live in and the world that will come after you. The goal is the gates of heaven for you and the lives you touch.
God is the referee, the only official. There will be no replay. He makes the rules—you know them as the Ten Commandments, and you play them according to your religious conscience.
The ground rules are simple. Do unto others as you would have them do unto you.
In this game, if you lose the ball, you also lose the game because the ball is your immortal soul.
Remember that you cannot do everything, but you can do something. What you can do is simply commit to yourself that you will.
Good luck in the tournament.
—by Reverend John T. Curtis
John Curtis Christian Schools, River Ridge, LA
Dr. Stephen Searcy
Lafayette, LAIn our office, I have found a great acceptance of the Raintree Retainers. They are only worn at night, are clear, and there is no patient resistance to wearing them.
Also, they are made in the office in just a few minutes, saving lab expenses.
Dr. Miles Gorenkoff
Holbrook, NY“If you want to identify me, ask me not where I live, or what I like to eat, or how I comb my hair, but ask me what I am living for, in detail, and ask me what I think is keeping me from living truly for the thing I want to live for.”
—Thomas Merton
St Francis in the Foothills Newsletter,
December 1994
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADoes your office have a problem with patients missing their appointments, showing up at the wrong time, or calling for appointment times and tying up your telephone lines? Well, here’s our solution to the problem. We have created a game that encourages patients to keep their appointment cards. We have a “guess jar,” which contains different orthodontic items each month (old bands, colored elastic ties, etc.), and the child puts his guess as to the number in the jar on the appointment card if he brings his appointment card in. Every 4 to 6 weeks, we count the items in the jar. The patient with the closest guess to the number wins a gift certificate to a local music store. A picture of the last winner is posted on top of the entry box, and the game begins again. This game has been an incentive to keep their regularly scheduled appointments because changing their appointment does not give them an appointment card. It has also decreased the number of phone calls and had the added benefit of shifting the responsibility from the busy parent to the child for keeping their appointments.
Carla Erwin
Office of Dr. Robert Hurst
Mandeville, LAPromises may get friends, but it’s performance that keeps them.
Lisa Cassaro, Office Manager
Office of Dr. R. Scott Anderson
Castro Valley, CAInstead of sending Christmas cards to our patients, we send a custom-made “Seasons Greetings” calendar. We divide the months among our staff; each month has a different theme. We include pictures of patients, staff, doctors, and our families. We think of a variety of ideas.
Here are just a few.
“Crazy Patient Picture Month” Send in your craziest picture this month, and the craziest receives a free movie pass. A collage of patient faces titled, “MAYbe we caught you smiling!”
“Crazy Hat Month” Pictures of patients wearing hats. We have made it a point to take these throughout the year.
“Crazy Shade Month” Pictures of patients all wearing sunglasses.
Each calendar has a special place on each month to write in your orthodontic appointment for that month. There is a sticker to bring in to exchange for a free toothbrush. We also include in the printing a list of things you cannot eat with braces and a list of special events, no school days, and early school dismissal in our area. The ideas the staff come up with are endless! We have done this for several years, and our patients enjoy this very much.
Dr. Thomas Jarrett and Staff
Beckley, WVFor placing elastomeric separators in very tight contacts:
1. Hold the separator between two pieces of floss.
2. Floss one (doubled) piece of floss through the contact.
3. Pull the entire elastomeric underneath the contact, stretch it between the two pieces of floss, and floss half of it back through (out from under) the contact.
This will frequently avoid the need for metal or other less comfortable separators.
Dr. Morris Soriano
Roswell, GAWe take two Polaroid pictures of each active patient with his/her dental assistant on the first day the appliances are installed. This is hung on the bulletin board adjacent to the registration area under the sign “We Have Just Begun.” A second photo is taken the day the braces are removed and is hung under “Recent Graduates.” They are left hanging on the bulletin board for the other patients to review for 2-3 months. At the end of that time, the photos are given to the parents as reminders of those special days.
Dr. George Nadler and Staff
Tucson, AZHere is an effective Christmas idea: The entire staff and the doctor deliver our Christmas basket filled with goodies. We provide these to our referring dentists and other specialists in the area. This gives us the opportunity to meet other office staff members and to be seen by them. It enables everyone to mentally see a face when communicating with other offices.
Dr. Gary Jones and Staff
Athens, GAWe all face the HMO, PPO, and Delta Dental managed care spectra. I keep this quote in a frame on the wall in my private office. I read it daily, share it regularly with my staff, and often discuss and share the concept with patients to help direct their values.
Quality
Is like buying oats.
If you want nice, clean, fresh oats
you must pay a fair price.
However,
if you can be satisfied
with oats that have already been through the horse...
that comes a little cheaper.Dr. David Skersick
Capistrano, CAEditor's Note: Thank you for the great copy.
A time-saving hint for offices that submit insurance claims for patients.
If you are not already doing so, using windowed envelopes to send claims to insurance companies can save quite a bit of time for those staff members involved in insurance claim submittal. Windowed envelopes allow you to immediately send a claim without having to take the time to type an envelope or find mailing labels previously printed and stored somewhere. It looks professional, especially if the claim is computer-generated, and you can be assured that you did not mistake addressing the envelope or choosing the wrong label. It is possible to use windowed envelopes that you already have in the office. You just may have to do some fancy folding. Even having to purchase envelopes from your local office supply will save time and money in the long run.
Delia Copeland
Kirkpatrick & Associates
Fort Lauderdale, FLWe do not use sealant on the teeth when we band. We have noticed significantly less decalcification by putting the bracket on with adhesive only, then doing an immediate fluoride treatment while the enamel rods are open. We stress the daily use of fluoride and give fluoride rinses if hygiene is poor when the patient is in the office. Also, we request discontinuing all cola soft drinks, including Crystal Pepsi. They all contain phosphoric acid. The kids who get lots of decalcification are habitual soft drink drinkers.
Dr. J. Michael Steffen
Edmond, OKIt has always been hard to accept that I cannot please some people. This has helped. Some people come in with expectations to be disappointed—so don’t disappoint them.
Dr. Rick Booth
Fayetteville, NCI first saw this writing at TP Laboratory and thought it was appropriate for our modern society. It sure surprised me that it was written over a hundred years ago.
YOU
You cannot bring about prosperity by discouraging thrift.
You cannot strengthen the weak by weakening the strong.
You cannot help the wage earner by pulling down the wage payer.
You cannot further the brotherhood of man by encouraging class hatred.
You cannot help the poor by discouraging the rich.
You cannot establish sound security by spending more than you earn.
You cannot build character and courage by taking away man’s initiative and independence.
You cannot help men permanently by doing for them what they could and should do for themselves.—Abraham Lincoln
Dr. William Anderson
Orlando, FLRetainer Agreement: After braces are removed, patients (or parents) sign a retainer agreement that advises the importance of retainer wear and how often they are worn. We have retainer check appointments at three-, six, and twelve-month intervals for three years. On this agreement, the patient accepts the responsibility of calling us for their retainer check appointments. This saves a lot of front-office clerical work.
Dr. Frank Yorita
Garden Grove, CAOur office sends handwritten notes to thank parents and patients for referring new patients to our practice. The doctors write the notes individually, and the family very well receives them.
Dr. George Sargiss
Freehold, NJWe enjoy every one of our issues of your Nectar Connection. Please keep sending them! It is loaded with great ideas and valuable information.
A big thank you to Dr. Joel Huth’s office. The “tag” system for reordering sounds great. We’ll give it a try.
Phyllis Reilly
Office of Dr. Philip Markin
Columbia, MDThe following three items form one concept.
1. The treatment objective must be finalized before writing your treatment plan. The treatment plan should be a blueprint for the mouth you want to build.
2. If your treatment plan lacks a written objective and a visit-by-visit blueprint, then, as the Cheshire Cat told Alice, “It doesn’t matter which road you take, or if you don’t know where you’re going, you’ll probably end up somewhere else.”
3. As an Orthodontist, you wear many hats. You are the architect, soil, civil, structural engineers, contractor, subcontractor, inspector, and interior designer. Whether we like it or not, we are in the cosmetic construction business because a smile is forever.
Dr. Philip Bader
Torrance, CAWe have an annual Christmas tree ornament contest in which patients make an ornament displayed on the office tree during the holidays. We then have an independent judge, a local artist, come in to judge the entries. Cash prizes of $50, $35, and $25 for 1st, 2nd, and 3rd place in 12 years & older and under 12 categories.
This was our fourth year, and it gets bigger every year. It was a smashing success. The patients are exceptionally creative. They love it!
Dr. Kenneth Rankin
Butler, PAAchieving patient cooperation is a significant challenge for orthodontists. For several years, we have required patients to sign a contract confirming their orthodontic treatment.
At the first banding/bonding appointment, we present the signed contract to the patient in a clear plastic frame to place it in a conspicuous place in his or her room. We believe this approach has helped us to clearly define each party’s responsibility for the success of treatment. While there are no panaceas to the cooperation problem, this has been a big help.
The contract includes the following information.
ORTHODONTIC CONTRACT
This is an agreement made this day between me and Doctors Rubin, Karesh, and Shivar.
I know that my orthodontics' success depends on my being a full partner in the treatment. I agree to take good care of my braces and cooperate in the following ways:
1. Thorough and frequent brushing.
2. Avoidance of hard, sticky, and sugary food.
3. Wearing of elastics, retainers, and other devices prescribed for me.
If I change my mind about this agreement, I promise to tell the doctors about my decision.
I agree to accept responsibility for my treatment, and the decision to sign this contract is made on my own without pressure from anyone.
Drs. Rubin, Karesh, and Shivar
Norfolk, VASuccess is the child of struggle and perseverance. It cannot be coaxed or bribed; pay the price and it is yours.
—Orison Swett Marden
Dr. Foster Bucher and Staff
Centralia, WAEach morning at our staff meeting, we have a “thought” or poem for the good of the day. We all liked Marcel Proust's saying.
“Be grateful to people who make us happy. They are the gardeners who make our souls blossom.”
Dr. Rick Ellingsen and Staff
Spokane, WALooking for NEW PATIENTS? Who isn’t’? Introduce yourself to your local childcare/daycare centers. When asked, many have lists of nearby professional offices that they use for referrals. Some publish lists in their newsletters.
Perhaps they want a speaker for Dental Health Month (who would give out personalized literature).
In any case, it’s nice to meet new people in the neighborhood.
Dr. John Marx
Madison Heights, MIDear Karen,
Dr. Jacobs and staff, thank you for sharing the Nectar Connection with us. We all enjoy reading it and always get some good ideas from it. We would like to share one of our ideas with the other offices.
In our ongoing effort for excellent patient compliance, we ask them to bring in their appointment slip at each appointment. We will sign their appointment slip if they get a good report (no broken brackets, good oral hygiene, good elastic wear, etc.). We surprise them when they have six signed slips, and give them a pass to rent a free movie at a local video rental store or a coupon to get a cassette at a local record shop. We have had good results from this; it gives the patient something to look forward to...Getting a Surprise!!
Good luck, and we look forward to hearing new thoughts and ideas for next year.
Dr. Gary Jacobs and Staff
Greensboro, NCOur office shares quotes in our morning huddle. Such as...
“Seldom do patients hear someone is proud of them for good performance; find a way to praise their efforts.”
“The more a child is encouraged to think for himself, the more he will care what I think!”
Gina
Office of Drs. Robert and Ronald Good
Washington, PAHi there! We hope you had a great Christmas!
A lot of our kids thought wearing braces was awful. We started giving T-shirts and hats away as awards for clean teeth and no broken brackets. All have cute sayings about braces.
Now, it’s almost a fad! Kids are enjoying wearing both T-shirts and braces, which is a bonus for us: fewer broken brackets and much cleaner teeth.
Dr. G.H. Pinsonneault and Staff
Cold Lake, AlbertaOn the walls of our treatment area, we have framed posters with messages intended to support, motivate, and inspire. These help keep motivation running high among staff and patients. Our parents are inspired by them, too!
One of our favorites regarding teamwork is “There is no exercise better for the heart than reaching out and lifting people up.”
Bridget Studer
Office of Dr. John Studer
Brenham, TXIn our new office, we had a small desk (height 26”) with small chairs (seat height 12”) built into our reception room. At this desk, we leave paper and washable markers so the friends and siblings of patients can draw, do puzzles, or read. Above the desk is a large bulletin board to display their art.
Dr. Bruce Snyder
San Mateo, CAAbout every two or three years, our office surveys all the general dentists in our community with a Communications Satisfaction Program questionnaire. The two-page letter/survey requests information on the individual dentist’s preference for copies of radiographs/records, extractions, assistance with hygiene recall, and personal meetings/communications.
After all, offices responded (90% in the first month, and the final 10% was obtained with one follow-up letter), and we formed indexes we kept in different parts of the office. The indexes help make sure Dr. X gets the appropriate copies of records at the start of treatment. He does not get ten calls from our office asking if he extracts teeth or which oral surgeon he prefers. We give him quarterly reports reminding his patients of their hygiene appointments in his office. I schedule a personal meeting with him whenever a patient has a potential crown and bridge post-treatment.
The program allows us to track each office’s individual preferences and provide them with the communications they want. A section on the survey for open comments has also provided us with some good tips and an opportunity to schedule a meeting to discuss the issue in more detail.
I am looking forward to seeing all of you in San Francisco.
Dr. Hugh Phillis
Nashua, NHFor years, we have kept several umbrellas on hand at our front desk to loan to patients or parents who might get caught in a downpour as they leave our office.
We recently had our practice logo printed across the entire top of the umbrellas, which not only puts our name in front of people on rainy days but also helps patients to remember to return the umbrellas to our office.
Dr. Warren Johnson and Staff
Murfreesboro, TNEditor's Note: Dr. David F. Wemmer and Staff of Okeechobee/Vero Beach, FL offered the “Rules for Being Human” for this issue. Since this entry has been printed several times, we elected not to reprint it. Thanks to Dr. Wemmer and his staff for sending it.
Whenever a patient refers a new patient, we send a thank you note or a present to their place of work instead of their home. This is a sure way to impress their co-workers, and it gets the office talking about us.
Dr. Maurice Firouz
Los Angeles, CAWhen we remodeled our practice, we wanted to share it with the dentists in the area. Instead of having a big open house, we set up individual luncheons for each dentist and their staff. We first toured the office and then had a catered lunch. During the lunch, Dr. Brown showed a video he had made on his treatment techniques in orthodontics. It was an excellent way to meet all dentists and their staff. It also allowed us to thank them for their referrals and to welcome more.
Nancy
Office of Dr. Robert Brown
Lawrence, KSHere’s hoping other doctors appreciate their employee’s loyalty. After five years of employment, our doctor and his wife take the employee and their spouse out for a delicious dinner and present a lovely gift. Also, after ten years, it is done again.
I just celebrated my ten-year anniversary with Dr. Roberts. It has gone fast. I love my work and everyone I work with.
Mary Woodard
Office of Dr. Larry Roberts
Elkhart, INSince May, we have begun several new things in our office, and I would like to share a couple of them with you.
In October, we had all our Halloween decorations up, including a jar brightly decorated with Halloween fun and containing pieces of candy corn. We had our patients guess how many pieces were in the jar, and on November 1 we awarded a $10.00 gift certificate to the winner and a $5.00 certificate to the runner-up. We had guesses from” let me see...I think there are at least ten,” up to several thousand! There were 1426 pieces. Everyone who participated had a great time, and our office staff watched people guess.
In December, we had our first annual Holiday Project. We got a list from a local charity of items needed for children who had been sexually and physically abused. We put a flyer out in our waiting rooms and information that if patients wished to help us with gifts and items, they could donate. The response was wonderful. We took five huge boxes of items to the center. Our patients enjoyed helping out. Each patient who brought an item earned tokens to turn in for gift certificates. The tokens are another project that we started back in July.
Bev Renne, Treatment Coordinator
Office of Dr. Roger Wooley
Portland, ORWe contracted with a local florist to deliver fresh flowers to our office every two weeks. These keep our office always looking “fresh,” and our patients often comment on them positively. This same florist also sends “a mug” of fresh flowers to everyone who refers new patients to our practice.
We also display an American Heart Association cookbook in our waiting room and provide blank recipe cards for the parents to copy recipes. This has been a big hit!
Brenda Shreve, Office Manager
Office of Dr. Harry Geiger
Jacksonville, FLWe are very quality-oriented in our practice, and we believe you get what you pay for. Hence, each staff member thinks and acts like and provides service to our patients and parents as if we are working at The Ritz Carlton Hotel chain. We are always “putting on the Ritz,” have a “Ritz” suggestion box, make personal calls to patients at home, etc. It works for us!
Debbie
Office of Dr. Richard Zussman
Milwaukee, WIIf any of our orthodontic patients have difficulty at their appointment, we give them a gift certificate for ice cream at a nearby ice cream parlor.
Kelly Davis, Orthodontic Technician
Office of Dr. Gordon Honig
Newark, DETo achieve a high level of excellence in communication with your patients, you first have to achieve that level with your staff.
Jackie Mansell
Office of Dr. Taylor Hicks, Jr.
Prescott, AZSuper 7 Smile Club
Our business-size card reads:
Front...
Super 7 Smile Club, Doctor name, and office logo
Back...
Super Smile Club
1. Arrive on time for appointments.
2. Receive excellent brushing and flossing.
3. Do not have anything broken, loose, or lost.
4. Bring your travel toothbrush.
5. Bring this card to each appointment.
6. Have your assistant initial this card, 7 initials wins a prize.
7. Lost card: Must start over with a new card!!
The prize is a gift certificate at a local mall.
Dr. Robert Ford
Gainesville, FLPlease find enclosed a form that we are now implementing into our practice. All the bugs are not worked out, but we believe it will be a great asset for documentation and a plus for the general dentist our patients go to for their preventive care. We hope this form will prove to be valuable to others as well.
Dear Dr. _________________
Re: ____________________________
This patient has come to our office requesting orthodontic care. Our office policy requires an oral health clearance from you to manage the patient’s restorative and periodontal needs before we initiate treatment. We require that all patients have an oral prophylaxis before initiation of orthodontics. Please indicate below this patient's status so we may know when to proceed with the planned orthodontic care. Your input is greatly appreciated.
n The patient’s oral health has been evaluated, oral prophylaxis completed, and Dr. Tardy may begin orthodontic treatment.
n The date of the last prophy and exam was ______________________.
n Orthodontic care should not begin at this time due to:
________ Periodontal Contraindications
________ Active Caries
Other ____________________________
Doctor’s Signature
and Date: ____________________________
Thank you for your help. We appreciate this opportunity to participate in the orthodontic care of our mutual patient. Please return this completed form at your earliest convenience with your recommendations. If you have any questions regarding this patient, please call our office.
Sincerely,
Office of Dr. Shelley Tardy
Arlington, TXThis is a quote on a plaque given to me by my best friend, my husband.
“Of all the treasures that time and earth bestow, there is none so precious as one true friend.”
—Author Unknown
It brightens my day to think of my friends and to give thanks to the people I am lucky to work with. They are true friends!
Kathi Gray, Financial Coordinator
Office of Dr. Hugh Lamont
Victoria, British ColumbiaI always look forward to getting my hands on each issue of the Nectar Connection! I think I can speak for the whole office when I say that there is always something to benefit us both personally and professionally. Please keep it coming.
Anyway, here is an old African proverb I just ran across that I got a kick out of. “There are 40 kinds of lunacy, but only one kind of common sense.”
Renee Harris, Chairside Assistant
Office of Dr. Bowen Miles
Las Vegas, NVTo help our patients schedule appointments that require a longer period of time, we provide a calendar at the front desk listing all school holidays, teacher workdays, and any other day the school might let out early. This helps parents schedule records, debonds, and bandings.
Dr. Suzanne King
Atlanta, GADr. Westin has hung up several baseball plaques with autographed baseballs, rookie cards, etc. throughout the office. These are part of his personal collection. The big kids as well as the little ones enjoy looking at the various players. Also, during baseball season, we have several boxes of cards and allow the patients to pick some to take home.
Donna Mead, Chairside Assistant
Office of Dr. Richard Westin
Kirkland, WAThe holiday season reminds us of the need to be willing to accept people as they are.
“Perhaps any of us could get along with perfect people, but our task is to get along with imperfect people.”
—Richard L. Evans
Dr. Parker Fuhriman
Portland, ORCollectable milk bottle caps (POGS) are all the rage in California right now among the kids. The fad began in Hawaii and is finally moving Eastward. They are a great source of advertisement, and our office decided to utilize this source. We discussed how to design a POG for our office among the staff but couldn’t decide. So, we held a POG Design Contest for our patients. We made up a form to be used for the design and gave one to each of our patients as they came in for their monthly visit. We allowed one month for the designs to be returned. At the end of the month, the staff selected the 5 best designs. We then posted these on our office bulletin board (no names visible) and asked our patients to vote on their favorite. The voting was conducted for another month. At the end of the second month, the winner was determined and received a $25.00 prize. The design went to the printers, and the winner’s name was printed on the POG, as the designer, along with our office name, address, and phone number. These have been very popular. They are traded and passed on to friends. Teachers have also asked for a supply to use for classroom prizes or incentives, and, of course, we are happy to oblige. It’s great!
Office of Dr. Gilbert McAdams
Apple Valley, CAAt Christmas time we gave away 2 giant candy canes filled with Hershey’s Kisses. To be eligible for the drawing, the patient had to bring in an ornament for our tree. Patients loved it!
Office of Drs. Barbara Ries and Tom Weber
Omaha, NE“Click, Click, Yippee”
We have an adult patient who has been very diligent about wearing her retainers. For the last five years she has worn her retainers every night and we told her that on special occasions it was perfectly all right to remove them. She then asked me if I heard of “Click, Click, Yippee.” I said no. She then explained that in the evening when the mood hits her, she takes off the retainers. They go “Click, Click” and her husband yells “Yippee!”
Office of Dr. Marshall Rothstein
Mill Valley, CAOur patients who refer friends and relatives to our practice are delighted when they receive a floral arrangement or movie tickets. We feel it’s the least we can do to thank them for their confidence in us.
I’ll also add that I have the greatest boss in the world!! If we need dentists in Heaven, I hope I can work for him there also.
Candy Dobbs, Office Manager
Office of Dr. Dennis Knoles
Centerville, UTYesterday’s the past,
Tomorrow’s the future,
But today is a gift.
That’s why it’s called the present.—Author Unknown
Dr. John Lohse
Reno, NVEditor's Note: This saying was also submitted by Kris and Karen of Dr. Jack Rosser’s office in San Jose, CA.
For cleaning retainers or other removable appliances with substantial stain and calculus buildup, I have found that a liquid stain detergent called “Taxi” (available from Henry Schein, Inc.) works more efficiently than ultrasonic cleaning.
Dr. David Brand
Bessemer, ALTen quotes from H. Jackson Brown’s Live and Learn and Pass It On include the following:
1. I’ve learned that ultimately, takers lose, and givers win.
2. I’ve learned that I don’t make many mistakes with my mouth shut.
3. I’ve learned that honesty in little things is not a little thing.
4. I’ve learned that the more a child feels valued, the better his values will be.
5. I’ve learned that if you smile at people, they will almost always smile back.
6. I’ve learned that age is important only if you are cheese.
7. I’ve learned that when a man with money meets a man with experience, the man with experience ends up with the money and the man with the money ends up with experience.
8. I’ve learned that if there were no problems, there would be no opportunities.
9. I’ve learned that when wearing suspenders with one strap down, you need to be careful when going to the bathroom.
10. I’ve learned that envy is the enemy of happiness.
Dr. Paul Broadwater
Salt Lake City, UTWe would like to welcome our new boss. Dr. Neil Walle, a Northwestern University graduate, purchased Dr. Thom’s practice. We welcome him to Oregon and Klamath Falls. We are thrilled to have him and his wife, Dr. Jerry Lee-Walle, in our community and our lives.
Barbara, Kristen, and Debi
Office of Dr. Neil Walle
Klamath Falls, ORWe now place a photo of our patients on their clinic charts. This saves the staff the embarrassment of asking their name after they have already checked in at the front desk.
Dr. Carlin Wiemers
Mankato, MNI would urge your readers to invest in their staff. Once you have a team in place, you need to nurture and care for them as a family. Attending meetings and having open discussion allows us to continually improve the quality of our practice and service to our patients. Allow your team to feel that their role is also a profession with advancement benefits. Keeping a strong team together keeps continuity and growth of a practice moving forward.
Dr. Russell Chang
Los Alamitos, CAAfter sterilizing impressions, we use Play-Doh to block the tongue area on mandibular impressions. Play-Doh is reusable to a certain extent and is a lot cheaper and quicker than Alginate.
Office of Dr. Tom Casey
Martinez, CAWe started using Hummingbird’s Inventory Control System in March 1994 and have found it to be very helpful in tracking and monitoring inventory and costs in the clinic. I would highly recommend it to other offices.
Have a great year!
Connie Lehmann, Clinical Coordinator
Office of Dr. Roy Gunsolus
Seattle, WAI have been an orthodontic assistant for almost 11 years. Through the years, I have learned to always treat each patient as though they were the very first patient you assisted with. Remember how kind and gentle you were. You will reap rewards, and the patients will know you really care. It can be hard, especially if you have a job and family and sometimes feel ho-hum. Just remember to be thankful for what you have, and the sun will shine.
Debbie Hashimoto
Office of Dr. Annie Chin Siu
Alhambra, CAOne thing our office likes to do daily is to pick out two patients for each assistant that we saw that day who did really well. For example, if a patient wore their elastics or headgear, their brushing was excellent, or they cooperated during a long appointment, we send them a postcard telling them how good they were doing or did, and one assistant who worked with them signs the card. Patients enjoy being remembered and praised, and it reinforces cooperation.
Dr. Daniel Flores
Fallbrook, CAHi to all, and I hope everyone had a happy holiday season.
When I first started my practice, I took photographs of every patient in the appliances department and at the debonding area. These were put on the bulletin board and now line the hallways of my practice. People are always fascinated to see themselves, their friends, and their parents in this “Rogue’s Gallery” of former patients.
Dr. Robert Rosenberg
Rockland, MEUntil about a month ago, our receptionist was in charge of getting to the office early to “open up.” As a new team spirit approach, all full-time employees rotate coming in early to unlock the office, turn off the answering machine, etc. This has improved attitudes and outlooks.
Dr. Richard Fogel
Elyria, OHFor those of you on Orthotrac: Shawna, in our office, types our thought-for-the-day on the first page of the schedule (under the message program). This way, we get to see it anytime we pull the day up, and we read it in the morning huddle after our mission statement is read.
Ellen Sinquefield, Treatment Coordinator
Office of Dr. Jack Feller
Rock Springs, WYWe love receiving the Nectar Connection and utilize many of its ideas. We would even pay for a subscription. Kindly advise of which charity you would like a donation made to in the Hummingbird’s name and Karen Moawad’s name.
To love and have succeeded is the best thing.
To love and have failed is the second-best thing.
To try and succeed is the best thing.
To try and fail is the second-best thing.
Not trying at all is the worst thing.Office of Dr. Marvin Steinberg
Cote St. Luc, QuebecEditor’s Note: Your appreciation makes our hearts sing. You do not need to pay for your subscription; just keep participating.
Our office constructs new ones when patients lose or break their retainers at no charge. In exchange, we ask that they use our referring cards and refer two of their friends or relatives to our office.
Dr. John Traul
Glenwood Springs, COOnce a year, we rent out a skating rink and have a party for our patients and their friends. I do this on the Thursday evening of Teachers Institute, which is always late October. Since we are close to Halloween, I wear a costume. One year, I was Batman, Elvis another, and last year, the Lion King. Everybody has a good time.
Dr. Charles Pritchett
Indianapolis, INWe keep a supply of fresh muffins in the office. When a patient has their birthday during the month of their appointment, we put a candle in the muffin, and all sing “Happy Birthday” to that patient. The patients love it.
Dr. Kathy Nuckles
Westwood, CAWe have a couple of incentive programs in our office that we feel are really positive among our patients.
The first incentive is our hygiene program. Our patients go through an oral hygiene instruction class at the beginning of treatment. Then, they are graded A—F on their hygiene at each appointment. If they get an A, their name goes on a ticket, which can be drawn to win prizes. They can win two movie tickets, 2 Utah Jazz tickets, two University of Utah football or basketball tickets, or two Utah Buzz tickets. People of all ages seem to love whatever they win!
The second incentive is our “Stuffed Animal.” We purchase a stuffed animal every quarter from Smart Practice and have a contest to name the animal with the most original name our patients can think of. Before the next animal arriving, we pick a winner and have their picture taken with Dr. Paulos and their new animal. The response to this has also been great.
Sandy McLain, Office Coordinator
Office of Dr. Peter Paulos
Salt Lake City, UTThis is one of the most valuable marketing tools our office uses. The doctor regularly schedules breakfast, lunch, and dinner meetings with our referring dentists to discuss mutual patients and the latest orthodontic techniques. This keeps the dentists informed and referring. We have also scheduled luncheons for their staff members with excellent results.
Jenni
Office of Dr. Mark Masunaga
Kailua-Kona, HIDuring the Christmas holidays, we collect canned goods for the needy. For every can a patient brings in, their name is entered into a hat for a drawing for a night on the town (two free movie passes and a gift certificate to a restaurant).
Dr. Robert Kent
Raleigh, NCOne idea we have taken up in the past few years is the following: At Mardi Gras time, we send King Cake to the office personnel at all of the schools in our community. This is done in thanks and appreciation for checking out students so that they can come to their appointments during school hours. It has been well received.
The Nectar Connection is great, thank you for the gift.
Dr. Michael Guevara
Slidell, LADesignate a “Professional Relations Coordinator” for your practice. This individual works closely with your practice’s Treatment Coordinator, plans a weekly one-on-one lunch with dental office receptionists, plans a monthly staff-staff lunch with 1 or 2 dental offices and the entire ortho staff (great opportunity for a tour and show and tell), sends technical memos and faxes to general dental offices, acknowledges referral activity with gifts and surprise lunches, coordinates doctor to doctor lunches, plans seminars for doctors and staff or other “events,” coordinates newsletter, gifts, etc...
Office of Drs. Edward and Robert Amley
St. Petersburg, FLUse a toothpick to place adhesive on brackets rather than pat it down with gloved hands, as glove powder can contaminate the adhesive.
Dr. Jack Earley
Colorado Springs, COOur office verifies patients and their dentists during Children’s National Dental Health Month. We find it’s an excellent time to:
1. remind patients to visit their general dentist for regular check-ups,
2.check on changes in health history and
3. send a letter to the dentists informing them of their patients being treated in our practice.
Drs. Mark Donovan and Daniel Grob
Tucson, AZThe manager administers,
The leader innovates,
The manager maintains,
The leader develops,
The manager relies on systems,
The leader relies on people,
The manager counts on controls,
The leader counts on trust,
The manager does things right,
The leader does the right thing.Julie Waggoner
Office of Dr. Sid Herr
St. Louis, MODuring the last grading period at our local school system, we gave away a bonus point for each “A” received. Our patients spend their bonus points on video rentals, movie passes, and various items from our bonus point board.
It was an enormous success!!
Gorman Center for Orthodontics
Marion, INAfter a new patient has completed a medical/dental history form, we give them a tour of our office, introducing them to the staff as we go. They will sit with the doctor in his office before being seen in the consultation room. This seems a little less intimidating, and the patients feel more comfortable. After the exam, we send the parents and the referring dentist a letter explaining what was found there.
Office of Dr. John Burke
Londonderry, NHBuild the Christmas spirit in the office by hanging a stocking for each staff member and the doctor. The office “elf” deposits a small treat daily the twelve days before the big day. This could be candy, cookies, gift certificates for ice cream, movies, etc. The staff really seemed to enjoy the daily surprise.
Office of Dr. Steve Norris
Monroe, LAWherever you go and whatever you do in the outdoors, move at Nature’s pace, seeking not to impose yourself but to lose yourself. If you must leave footprints, make them not with blindness but with care and awareness of the delicate balance around you. And if you must take souvenirs, take them not in your pockets but in your mind and spirit. In preservation lies the promise of renewal.
—Pacific Search Press
Tricia Nitchman
Dillon, COOrmco’s new ortho system brackets have a better design for tooth alignment and are micro-etched for better bonding.
Dr. Thomas Barksdale
Tacoma, WAWe bend and bond a maxillary 2-2 retainer (.018 round) and a mandibular 3-3 retainer (.030 chromium-cobalt heat-treated) chairside to facilitate retention stability immediately after appliance removal.
Thanks for the opportunity to share ideas.
Dr. Douglas Durbin
Lexington, KYIn our patient charts, the progress notes are written on white pages throughout the recall and comprehensive phases of treatment. The date and procedure are highlighted when a patient’s active treatment is initiated. When a patient enters the retention phase, a bright pink sheet is started with the retention start date at the top of the page. Progress notes are written on a bright yellow sheet if a patient is a surgical case. This enables us to determine, at a glance, which phase of treatment a patient is in and the rate at which treatment is progressing.
Lori Koczak, Office Manager
Office of Drs. Carlough, Gagnon, and Burzin
Clinton, CTWe keep a “Comments Book” in which comments made by patients or parents, whether positive or negative, regarding the practice are entered. We review these at our monthly staff meetings and see if we can improve or implement any comments—or even pat ourselves on the back! We always like positive feedback.
Brenda
Office of Dr. Charles Low
Glendale, CAA great addition to our patient reception area is a telephone for our patient’s use. It has a tool block on it so there are no worries about long distance calls, but it is very handy for the children and adults alike.
To all the Hummingbirds: Have a safe, healthy and prosperous 1995.
Theresa Craven
Office of Dr. Curtis Menard
Wasilla, AKSince we have such a large practice, we break off into separate groups pertaining to our position in the practice when we hold staff meetings. We do this regularly to get detailed information and develop ideas for improving the practice. One area is clinical; the others are front desk, financial, and new patient coordinators. It has proven to be very valuable.
Lynn Hall, Treatment Coordinator
Office of Drs. Gregg Hipple and
Tammy Meister
Eagan, MNWhen we get close to finishing treatment on a patient, we ask them if they would like a copy of their initial photos and models for their records. We have the models plastic coated and ready when the patients are debonded.
Office of Dr. Brett Fidler
Bellevue, WAWe purchased a new pan/ceph machine (Ortho Phos-CD) eight months ago. We started using TMH film and loading two films into the cassette when taking pano and joint films. They are originals with excellent quality and clarity. We send one to the referring dentist with our compliments. It is less time consuming than duplicating films, the quality is the best, and it enhances our image with the patient and dentist as a high-quality orthodontic office.
Dr. Leo Cullinan
Naples, FLHi, and happy New Year to you and all your faithful readers like me. We have just started sending out a newsletter to our active patients. In our letter, we tell them about new things in our office and upcoming events we are planning. A Roller Skating Party in March. April is “Hats on Month.” Anyone who wears a hat to their appointment will get a gift certificate to Mcdonald's, a movie pass, a skating pass, etc. We also share our procedures for bad weather conditions.
Pam Clemens, Patient Relations
Office of Drs. Matlof and Waxler
Clayton, MOOn the flight to the Time and Money seminar (which was wonderful, I must say) in Tucson in October, I read an article in the airline magazine on dealing with grumpy people. It was a series of quotes from authors, psychologists, consultants, etc. So, I’m going to paraphrase the gist of the subject on how to cope.
1. Keep your cool. The communication process, or lack of, leaves a lot of potential for misunderstanding. What people rarely do is stop and check. “Is this what you meant?” So many difficulties disappear when we take the time to clarify what the other person meant.
2. Change your behavior. A surefire way to change a difficult person is to change your behavior. Meet the difficulty head-on; tell the person how you see their behavior and the reaction it’s triggering in you. Tell them you’d like them not to do it anymore. To not face problematic behavior is to collude with it. And we all know what happens when we “fight” back. Authentic communication becomes impossible.
3. Show you care. Few people are difficult just to be difficult. Usually, something is going on for them. One way to end many difficulties is to show people you care about them. You might even ask, “Have I done something to you or are you just having a rough day?”
4. Take small steps. Sometimes, the problem seems too big to deal with, such as dealing with a team player who is not being a team player. Identify the specific problem, keep tackling it, but do it in “bite-size chunks.”
5.Use humor. This is often hard to do when you are having your buttons pushed, but humor certainly takes the edge off the moment.
6.Confront yourself. Difficult people don’t make us do what we do, WE do. Sometimes, it’s the qualities we most dislike in ourselves that we think we see in others.
We have all had to deal with grumpy people, and we have all been grumpy people at some time or another. Just remember that life gets to people sometimes, and they act out—not against you personally (SO DON’T TAKE IT PERSONALLY), but against the circumstance.
Nancy Rivera, Financial Coordinator
Office of Dr. Kenneth Holman
Redwood City, CAThis year, for our Christmas gift to the referring dentists, our office came up with a combination gift: a mini-tappable keg of imported beer and a gunny sack of “goober” peanuts. Great response from this one! NOTE: The assistants weren’t as thrilled as the doctors!
Dr. Vincent Kelly
Tulsa, OK“Babies are angels whose wings grow shorter as their legs grow longer...”
Lisette Hilton, Staff Member
Office of Dr. Edward Nacht
Plantation, FLWe hosted a Halloween Roller Skating party for our patients, referring dentists, their staff, and their families. The price of admission was a canned good, which we collected for a needy family. We added a turkey and gave a giant basket to that family for Thanksgiving. There was enough to provide a second family with their Christmas dinner.
A patient’s Dad served as our “ghoulish” master of fright, and he doled our door prizes and awarded our “best costume” winners. We had a great turnout and a very fun time.
Frank Saunders, Practice Manager
Office of Dr. Beth Ledwith
Tappahannock, VAPatients with frequent aphthous ulcers should consider using toothpaste that doesn’t contain SLS (Sodium Lauryl Sulfate). Non-SLS toothpaste reduces aphthous ulcer occurrence significantly when compared to toothpaste that contains SLS, according to Herlofson et al. Acta Odontol Scand 94, 52:257-259.
Dr. William Trepp
Pasadena, MDA technique tip that we have found to be very helpful in our office is used with the placement of Pendex (Pendulum expander) appliances.
After activating the posterior TMA wires, they are often challenging to engage in the palatal bar sheath on the molars. This is overcome by using a wire ligature to tie the posterior arm forward, close to the most posterior wire rest. After inserting the TMA wire into the sheath and placing the appliance, the wire ligature can be removed, activating the appliance.
Dr. Charles Reed
Aurora, COConsider a gas sterilizer from W.H. Anderson Products, Health Science Park, Haw River, SC 27258, to completely eliminate corrosion or other wear and tear on instruments or handpieces. It has low purchase costs (about $1300) but high use costs (about $200/month), a long cycle period (overnight), and a large capacity.
Anything can be sterilized: charts, gloves, pencils, sponges, elastic products, any instrument, pliers, bands, etc. It does it with absolutely no damage or problem.
For further information, call Tami Masterson (606) 277-6107.
Dr. Walter Doyle and Staff
Lexington, KYSomething that we enjoy over the holidays is our office Christmas tree. Each year, we sponsor a tree by donating to our local Hospice for their “Festival of Trees.” After being displayed at the festival, the tree is delivered to our office the first week of December. We enjoy the tree until the week before Christmas when we donate it to a needy family to enjoy for the rest of the holidays. We never know which group of Hospice volunteers will decorate our tree, so it’s fun to find out what “theme” our tree has each year. It’s a win-win situation for all involved.
Dina Basilio, Office Manager
Office of Dr. Gregory Richardson
Wilmington, NCWe sponsored a Pumpkin Carving Contest in October for a community involvement project among dental offices. Any dental office could participate. The entries were very creative, especially using dental products like floss for hair and impression material for lips. Prizes were awarded to all the offices for 1st, 2nd, and 3rd place. After the contest, the pumpkins were donated to a local children’s hospital. The whole project was fun for everyone.
Office of Dr. Mark Johnston
Marietta, GAWe have a flower arrangement brought into the office weekly, and then we give the week-old arrangement to a favorite mother. The flowers or potted plants still look good after a week or so.
The fresh coffee and bottled mineral water on its refrigerated stand seem to be appreciated by all in the reception room.
Thirdly, monthly drawings (handpicked for nice parents) for gift certificates at local restaurants go over well.
Dr. Charles Canepa
Rocky River, OHFor those of you who attended the Great Lakes October meeting in Chicago, remember Joan Garbo's morning warm-up exercise, " Stretch for those $100 bills on the ceiling?” We have used this exercise many mornings since then.
Our doctor surprised the staff at the Christmas party by taping a $100 bill on the ceiling for each of us. We all jumped and retrieved our gift from the ceiling. What a sight! We all thanked Dr. Sputh for the generous gift as our thoughts quickly ran through the possibilities for the $100.
Dr. Sputh again surprised us by telling us we had exactly one hour to spend the $100 on ourselves only. We then had to return to the office with our purchases for “show and tell.” Only a vapor trail was seen after the word “tell.”
We all hit the mall with great joy and enthusiasm. We made sure the clerks knew about our gift and time limit. Some wanted to see if we had any openings in our office.
We then returned to the office for a great “show and tell.”
We continue to thank Santa Sputh for his wonderful surprise. We also thank Joan Garbo for suggesting “stretching for those $100 bills on the ceiling!”
Grateful Staff of Dr. Fred Sputh
Lafayette, INMake your patient’s experience exceptional by placing them on a pedestal or treating them as you desire to be treated as a consumer.
Dr. Dale Rogers
Midlothian, VAWe would like to share a great communication tool with everyone. We have developed an “Orthodontic Patient Communication Card,” which we hand out to the general dental offices during our “Lunch and Learns.” When they have a mutual patient in their office for a cleaning visit, they fill out the postcard and then send it to us for the patient’s file. The card has areas to fill out regarding home care, loose appliances, sealants, oral hygiene aids, and further recall appointments. This has been an excellent way for the general dentist and our office to stay in touch regarding mutual patients and oral hygiene!
Our entire staff would like to wish you a happy and prosperous New Year!
Kathy Trask, Treatment Coordinator
Office of Dr. John Forrester
Aberdeen, WAInstead of sending cards and gifts to our best-referring dentists at Christmas, we have been sending a beautiful “Bountiful Basket” at Thanksgiving. The basket includes special treats for everyone—a special bottle of wine, fine chocolates, selected fruits, and maybe even a Teddy Bear! This basket stands out when delivered to our local dentists’ offices. (We provide each basket with a Thanksgiving card attached.) The dentist may share with their employees or take the basket home. We have received many wonderful comments, and we don’t feel “lost in the shuffle” of Christmas.
Drs. Michael Hayward and Lisa Bucksath
Palatine, ILHappy New Year to All!!
“Attitude is a little thing that makes a big difference.”
Rosee Calios-Molina
Orthodontic Care Coordinator
University of the Pacific School of Dentistry
San Francisco, CAUncovering a palatially impacted cuspid can sometimes be a long, slow process. While waiting for the tooth to erupt, we encourage our patients by telling them we’ll have a “party” when the cuspid finally comes in. At the first sign of its appearance, we send a congratulatory balloon bouquet to our patient in celebration. An enclosed message reads: Roses are red, Violets are blue, YEAH your tooth has finally come through!! It’s an unexpected surprise.
Dr. William Schuster and Staff
Oshkosh, WIGoing that “Extra Special Mile” for our patients and their families...the two weeks before Christmas, we divided our staff into two groups. We then took turns baking cookies and candies. We set them out on a pretty platter with Christmas napkins to share with everyone. We also provide hot apple cider along with our regularly served coffee. All really appreciate the special treatment and effort.
Dr. Royce Thomas and Staff
Rolla, MOWe are selecting a “Patient of the Day” at our morning huddle. We give the lucky patient two movie passes. This lets them get a friend involved and gives the staff another reason to look at each name on the schedule. Plus, it’s a positive, uplifting experience to make someone happy.
Dr. Farrell Hinkle and Staff
Santa Ana, CA -
If this is your first issue of the Nectar Connection, welcome aboard. This is our sixth issue, and we look forward to your participation. We at Hummingbird Associates see this newsletter becoming a valuable problem-solving tool, a platform where participants can share what works and what doesn't work in their offices, their families, their lives. The rules are simple: Complete the form on our website to submit an idea, and you will receive the password for the next issue.
Please think of an idea of the same magnitude and benefit as you would like to learn from another reader. Quotes are appreciated but sharing an idea you are using successfully is what giving is all about. And giving usually means receiving as well. Requesting access to the next issue but not sending in something that can be included is not in the spirit in which the Nectar Connection was conceived.
There is no cost for the Nectar Connection. It is our way of saying, "We like to stay connected." We will continue to send the Nectar Connection to all Hummingbird clients and friends who are interested in participating.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAHi! We enjoy receiving the Nectar Connection!
“You can give without loving, but you can’t love without giving.”
—Unknown
Joyel Hidber, Receptionist
Office of Dr. Douglas Haberstock
Edmonton, AlbertaPatient Appreciation Day is our way of saying thank you to our patients. We could not be what we are without them. We rent a roller-skating rink on a Sunday afternoon and invite all our patients. We supply skate rental and refreshments for as little as four dollars per patient. The comments we have received from parents and patients have been very gratifying.
Dr. Raymond George
Dr. Raymond George, Jr.
Dr. Debra Williams George
Rhode Island, MADear Karen,
I so enjoy each issue of the Nectar Connection and applaud your immense effort in providing it. As I walk through my world, I am constantly aware how few employers (not just in our field) take the time to train their employees. It is such a loss of potential and growth for all. When I came across this quote in my Fruit Cookbook, I had to send it.
"Training is everything," wrote Mark Twain. "The peach was once a bitter almond."
Sandy Parker
Dental Consultant
Net Effect
The Sea Ranch, CAWhat is the definition of band-removing pliers?
1. To remove all the braces that you did not put on correctly the first time.
2. Used to take off the braces the second time when you didn’t get them replaced properly the first time.
3. Used to take off the appliances when you have gone as far as you can.I enjoy your newsletter very much. It helps to open new vistas that are important to me.
Dr. Earl Johnson
Mill Valley, CAIf you are looking for the perfect vacation destination, consider Costa Rica. This little country without an army is in the middle of war–torn Central America, and it captured my heart during a brief visit there in January.
For a convenient place to stay when you first arrive and the night before you leave, I recommend Finca Rosa Blanca, a superb bed and breakfast in the middle of a coffee plantation not far from the airport outside San Jose. This small hotel is artfully designed and furnished, and the owners graciously advise about what not to miss as you travel throughout the country. A gourmet breakfast is included in the room. One morning, we delighted in a spirited conversation with three other guests, the owners and top management of Seattle's Best Coffee!
Another hotel not to be missed is the Casa Turire in Turrialba. Located 45 miles from San Jose and surrounded by sugar cane plantations, coffee fields, and macadamia trees, this wonderfully tranquil resort is built on the bank of the rapidly flowing Reventazon River. You can go on a river raft, kayak, horseback ride, or bicycle. The food is delicious. The fertile valley, surrounded by volcanoes, is remarkably beautiful.
A particular highlight of the trip was watching the Leatherback turtles come ashore at night to lay their eggs in the sand. We were not 18 inches from one of the immense 4–to 5-foot-long turtles as she laid her eggs and then lumbered back to the ocean, glancing only once at where her babies would hatch. I could have sworn I saw a tear in her eye! Sixty days later, the 40 eggs will hatch, and the baby turtles will have to work together to push through the sand to hurry down to the water before a predator eats them for lunch. That's teamwork!
Andres de la Cruz, a recent graduate of the University of Washington's Orthodontic program, is now in practice with his father in San Jose, and he and his wife, Maripaz, were our hosts as we toured Turrialba. We even learned the intricacies of growing and processing macadamia nuts! I am grateful to Andres and his family for making the trip memorable. It was so special; the Hummingbird consultants and staff will be returning to Costa Rica en masse next January for their annual retreat.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WADear Karen,
A copy of As a Man Thinketh by James Allen from the Family Inspirational Library makes a great gift on the day of debonding. It is a thought-provoking, quick read suitable for teens through adults. In hardcover, it's only about seven dollars.
Best Regards,
Dr. Anthony M. Wojcicki
Nashua, NHTAKE TIME
Take time to think—thoughts are the source of power.
Take time to play—play is the secret of perpetual youth.
Take time to read—reading is the fountain of wisdom.
Take time to pray—prayer can be a rock of strength in time of trouble.
Take time to love—loving is what makes living worthwhile.
Take time to be friendly—friendships give life a delicious flavor.
Take time to laugh—laughter is the music of the soul.
Take time to give—any day of the year is too short for selfishness.
Take time to do your work well—no matter what it is, pride in your work nourishes the ego and the spirit.
Take time to show appreciation—thanks is the frosting on the cake of life.—Anonymous
Office of Dr. Gary R. Wolf
Norwalk, OHThought for the day:
"The best place to find a helping hand is at the end of your arm."
Dr. Mark S. Geller
Plano, TX“The definition of insanity is doing the same thing repeatedly, expecting different results.”
—Rita May Brown
Dr. David J. Harnick and Staff
Albuquerque, NMDon't Quit
When things go wrong, as they sometimes will,
When the road you're trudging seems all uphill,
When the funds are low, and the debts are high,
And you want to smile, but you have to sigh,
When care is pressing you down a bit,
Rest, if you must—But don't you quit.
Life is queer with its twists and turns,
As every one of us sometimes learns,
And many a failure turns about
When he might have won had he stuck it out;
Don't give up, though the pace seems slow––
You may succeed with another blow.
Often the goal is nearer than
It seems to a faint and faltering man.
Often the struggler has given up
When he might have captured the victor's cup.
And he learned too late, when the night slipped down,
How close he was to the golden crown.
Success is a failure turned inside out––
The silver tint of the clouds in doubt.
And you never can tell how close you are;
It may be near when it seems afar;
So stick to the fight when you're hardest hit––
It's when things seem worst that you mustn't quit.Dr. Goodwin Thomas
Rock Hill, SCPeople do what they think they have to do
Not what they want to do.
They then pretend they want to do what
They have to do.Pity.
Dr. Terry Gruelle
Fort Thomas, KYDear Karen:
I noticed in the October issue of the Nectar Connection that several of the submissions were inspirational and motivational comments from famous coaches in the world of sports... It seems that our "orthodontic team" is no different than most athletic teams, so I thought that I'd pass along some comments from Rick Pitino (former basketball coach at the University of Kentucky) on the "Rules for Building a Successful Organization:"
1. Before you teach skills and fundamentals, make the people feel good about their abilities by building upon the "positive" rather than focusing on the "negative."
2. Be organized and have a "work ethic" that is "second to none."
3. When a crisis arises, don't make spontaneous decisions. "Take two steps back" and "think" before you "react!"
4. Structure your team so that you give each person "responsibilities" and thus allow them to contribute to the organization's success.
5. Write everything down, especially daily, monthly, and yearly goals along with the methods of achieving them."Best of Luck" with your continued success, and please add my name to your Nectar Connection mailing list!
Sincerely,
Dr. Robert P. Fields
Chapel Hill, NCIf an assistant checks a patient and realizes that the treatment indicated on the treatment card might be inappropriate for today’s visit, sometimes it is difficult to determine what to say to the doctor in front of the patient so as not to undermine the decision that was made. A verbal skill suggestion might be, “Doctor, there are indications that we need to do a ____ rather than the ____ as we had planned.” Then the doctor is free to agree with the suggestion, make a new suggestion, or explain why the original decision should stand.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAKaren,
I enjoy reading the Nectar Connection and thank you for your efforts in publishing it. Being a fan of Mark Twain, I would like to share some of his humor.
“The holy passion of Friendship is of so sweet and steady and loyal and enduring a nature that it will last through a whole lifetime, if not asked to lend money.”
“I have never let my schooling interfere with my education.”
“Behold, the fool saith, ‘Put not all thine eggs in the one basket’–– which is but a manner of saying, ‘Scatter your money and your attention’; but the wise man saith, ‘Put all your eggs in the one basket and—WATCH THAT BASKET.’”
Dr. Dick Fewell
Tullahoma, TNTen Ways to Manage Stress
1. Set personal and career goals.
2. Maintain a balance between your personal and office lives.
3. Use good time management practices.
4. Make changes slowly.
5. Do Not Worry about that which cannot be changed.
6. Clearly define your role in the office.
7. Make use of a personal support system.
8. Do not personalize criticism.
9. Keep your sense of humor.
10. Eat right and exercise.Carol Eaton, Treatment Coordinator Consultant
Hummingbird Associates
Fresno, CAKaren,
I enjoy your Nectar Connection publication very much. Here's a quote by John David Wright that I like and is so true for those of us in private practice. "Business is like riding a bicycle. Either you keep moving, or you fall."
Dr. Leon Aronson
Savannah, GAI finally took the time to read your newsletter. "If you can't, you must in order to grow."
Marian Kardos
Office of Drs. Kessler, Morgenstern, Wiser
East Windsor, New JerseyPatient Referral Recognition Board
Our reception area has a small bulletin board that says: "We Would Like to Thank The Following Patients For Their Referrals!" The names of referring patients are written in bright colors on 1-1/2" by 3" index card stock and placed randomly on the board. The names are removed as new ones are added.
Dr. John F. Monacell
Sandston, VARalph Waldo Emerson's definition of success...
“To laugh often and love much; to win the respect of intelligent persons and the affection of children; to earn the approbation of honest citizens and endure the betrayal of false friends; to appreciate beauty; to find the best in others; to give of one's self; to leave the world a bit better, whether by a healthy child, a garden patch, or a redeemed social condition; to have played and laughed with enthusiasm and sung with exultation; to know even one life has breathed easier because you have lived—this is to have succeeded.”
Dr. Jay R. Singer
Sunrise, FLDear Hummingbird Associates,
Thank you for sending the Nectar Connection to our office. We've all enjoyed the many short articles, ideas, and sayings collected.
I would like to share these words of wisdom from another bulletin that most of us can relate to at one time or another: "Blowing out the other person's candle won't make yours shine any brighter."
We all look forward to more issues of the Nectar Connection and wish all of you a bright and happy year.
Karen Carter
Office of Dr. James C. Wilson
Centerville, OHDear Hummingbird Associates,
Our referral forms to other doctor's offices are in triplicate: one copy for the patient, one copy for the patient's chart, and one copy for the doctor being referred to. We've found this to be an invaluable tool.
Karen Foulkner
Office of Dr. John Sparaga
Eagle River, AKDear Karen,
We enjoy the Nectar Connection. Keep up the good work!
The most powerful drive in the ascent of man is pleasure in his own skill. He loves to do what he does well. And having done it well, he loves to do it better.
J. Bronowski
Office of Dr. Brian J. Nettleman
Saratoga, CAOur office decided that the Thanksgiving holiday was a great time to express our thanks to some of our referring dentists in the area. We had over thirty chocolate cakes made by a cake decorator who happened to be a patient in our office. She designed our logo and printed "Thanks for your support!" on the top of each cake. These cakes were delivered by myself and our administrative coordinator, Janet, who has recently become involved with some exciting marketing ideas for our office. The response we received from these offices was fantastic! It was especially effective to do this around Thanksgiving, and all the dentists very much appreciated it. It was also beneficial because it allowed us to meet the receptionists, office staff, and doctors!
Mary Yetter, Treatment Coordinator
Office of Dr. Stewart and Dr. Labbe
Greenbelt, MDOur office motto: "A beautiful smile makes life worthwhile!"
Dr. John J. Eisinger
Monterey, CAIn our office, the schedule between 10:00 am to 12:00 noon used to be the most challenging time to fill. After starting "Let's Do Lunch!" this time is now booked. "Let's Do Lunch!" is a program that, if a patient comes in at that time (10:00-noon), we give them a certificate to Burger King or McDonalds, etc., providing them with a free lunch. If a patient has a brother or sister with them who is not a patient, they receive a certificate as well.
Mary Moore
Office of Dr. Rawlings and Dr. Yoshikane
Solana Beach, CATHIS YEAR
Mend a quarrel. Seek out a forgotten friend.
Dismiss suspicion and replace it with trust.
Write a love letter. Share some treasure.
Give a soft answer. Encourage youth.
Manifest your loyalty in word and deed.
Keep a promise. Find the time. Forego a grudge.
Forgive an enemy. Listen. Apologize if you were wrong.
Try to understand. Flout envy. Examine your demands on others.
Think first of someone else. Appreciate. Be kind;
be gentle. Laugh a little. Laugh a little more.
Deserve confidence. Take up arms against malice.
Decry complacency. Express your gratitude. Have faith.
Welcome a stranger. Gladden the heart of a child.
Take pleasure in the beauty and wonder of the earth.
Speak your love. Speak it again.
Speak it still once again.—Author Unknown
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAYou may want to include this in the Nectar Connection. Please keep us on your mailing list.
Eleven Ways to Get Along with People Better
1. Before you say anything to anyone, ask yourself three things: 1. Is it true? 2. Is it kind? 3. Is it necessary?
2. Make promises sparingly and keep them faithfully.
3. Never miss the opportunity to compliment or to say something encouraging to or about someone.
4. Refuse to talk negatively about others; don't gossip and don't listen to gossip.
5. Have a forgiving view of people. Believe that most people are doing the best they can.
6. Keep an open mind; discuss, but don't argue. (It is possible to disagree without being disagreeable.)
7. Forget about counting to 10. Count to 1,000 before doing or saying anything that could make matters worse.
8. Let your virtues speak for themselves.
9. If someone criticizes you, see if there is any truth to his statement; if so, make changes. If there is no truth to the criticism, ignore it and live so that no one will believe the negative remarks.
10. Cultivate your sense of humor; laughter is the shortest distance between two people.
11. Do not seek so much to be consoled as to console; do not seek to be understood but, instead, understand; do not seek to be loved, but instead love.Jodi Sheldon
Office of Dr. Gary Sheldon
Fresno, CAWe made a mobile for the corner of our consult room consisting of retainers (no wires) in various color/sparkle combinations. The patients can pick their favorite right away!
Lori Hider
Office of Dr. Kenneth Brehnan
Albany, CA"Perfection is a direction; not a place."
Office of Dr. Marvin Steinberg
Cote St. Luc, QuebecThe Man in the Glass
When you get what you want in the struggle for self
and the world makes you King for a day,
just go to the mirror and look at yourself
and see what that man has to say.
For it isn't your brother or father or wife
whose judgment upon you must pass.
The fellow whose verdict counts most in your life,
is the one staring back from the glass.
Some people may think you a straight-shooting chum
and call you a wonderful guy,
but the man in the glass says you're only a bum,
if you can't look him straight in the eye.
He's the fellow to please, never mind all the rest,
for he's with you clear to the end,
and you have passed your most difficult, dangerous test
if the man in the glass is your friend.
You can fool the whole world down the pathway of life,
and get pats on your back as you pass,
but your final reward will be heartaches and tears
if you cheat the man in the glass...Denise Pommier
Office of Dr. David Kennedy
Vancouver, BCPlease keep us on your mailing list! Your newsletters keep us smiling for weeks! Our office motto (given to us by our dentist) is:
DON'T SETTLE FOR 99 PERCENT!
We believe that devoting 100% of our efforts to quality, customer service, and productivity leaves no room for competition. Our boss has given us some examples of settling for 99%.
*What if your spouse came home to your house only 99% of the time?
*What if the pilot landed the plane safely only 99% of the time?
*What if your luggage got to your destination only 99% of the time?
These are just a few examples; believe me, he constantly gives us more.
Staff of Dr. Larry Okmin
San Diego, CAHow would you like to have your inventory under control? Well, that's what our office is currently doing.
After meeting with Lori Garland–Parker from Hummingbird Associates, we now feel our inventory is under control.
By reorganizing the inventory control cards and having an alphabetized reference book for every product, even a new person could order any product on their first day.
Each person currently doing chairside work is assigned various products for which they are responsible. When a product runs low, they are to write it down on a list in the sterilization room so I can order it.
I am also labeling all the products with stickers that may be pulled off and posted to facilitate the ordering.
So far, everything is falling into place thanks to the outstanding Hummingbird consultants.
Also, here is an inspiration: "When you give love to someone, you are banking it for a later withdrawal."
Kim Fisher
Office of Dr. Larry Roberts
Elkhart, INForgiveness is not about forgetting but about remembering and letting go.
Dr. Todd L. Hamilton
Lincolnton, NCDear Karen:
Since I spoke with you a few years ago, I have a new young partner, Dr. Duane Shank, who is slowly taking over our practice's administrative aspects.
For the most part, I am very happy about easing out of orthodontics practice over a period of time. One of my regrets is that I did not have the opportunity to work with you to refine the administration of our practice. I truly believe that Duane would benefit from developing a professional relationship with you.
I believe that the Nectar Connection is a wonderful communication idea. Sharing ideas can benefit every office.
One of the nice things we have done is establish a "Mirabelle Fund." Mirabelle is the name of one of the best French restaurants in the area and a place you do not go to often because of the richness of the food and the prices. The "Mirabelle Fund" is replenished by bets that the team makes for different things that might happen in the office, such as: 1) how many minutes it takes a repairman to fix the chair; 2) what time will the UPS man arrive; 3) when will the postman arrive; 4) how long will it take for the voracious dentist that we go out to lunch with to finish his plate: 5) how late will Johnny (who always comes late) be this time; 6) how long will talkative Mrs. "Y" speak to Jayne at the desk this time; 7) how long will patient "X" stay in the bathroom brushing his teeth; 8) what time will the supply man call back after we contacted him on his answering machine and what time will the supply men come in on Tuesday. We also have baseball pools and football pools. We bet one or two dollars once or twice a week, and when we have enough money, we splurge it at the Mirabelle. It is fun, it creates a good spirit, and we enjoy splurging with the cash.
I hope that Duane will contact you within a relatively short period of time to discuss how you may help him achieve the goals he is trying to achieve. I wish you all the best of luck.
Dr. S. Charles Conarck
Smithtown, NYDear Karen and Staff,
We certainly enjoy reading the Nectar Connection and appreciate all the great ideas.
Enclosed is a "misplaced" poem by one of our patients. We could not return it to the rightful owner, but our staff got a big laugh, and we want to share it!
Homework! Oh, homework!
I hate you! You stink!
I wish I could wash you
away in the sink,
If only a bomb
would explode you to bits.
Homework! Oh, homework!
You're giving me fits.I'd rather take baths
with a man-eating shark,
or wrestle a lion
alone in the dark,
eat spinach and liver,
pet ten porcupines,
than tackle the homework
my teacher assigns.Homework! Oh, homework!
You're last on my list,
I can't see
why do you even exist,
if you just disappeared
it would tickle me pink.
Homework! Oh, homework!
I hate you! You stink!Dr. Glenn S. Gibb and Staff
South Lake Tahoe, CA
Ed. Another inspired poem by Shel Silverstein!Dear Karen and Staff,
I just wanted to let you know about something fun that we have our patients do after we take their braces off. The day we take braces off, we ask them to write their parents a note thanking them for paying for their braces, bringing them to their appointments, or whatever they would like to say. We then send the note to the parents. We have seen some interesting and nice letters.
Dr. Oles Drobocky and Staff
Bowling Green, KYOur printed practice philosophy:
And Then Some
It is interesting to note that most of the difference between average people and top performers can be explained in these three words: And Then Some.
The top people did what was expected of them– And Then Some.
They were thoughtful of others; they were considerate and kind– And Then Some.
They were good friends to their friends– And Then Some.
They could be counted on in an emergency– And Then Some.
There are at least three hurdles that prevent us from exercising this "and then some" philosophy: 1) our society, 2) other people, and 3) perhaps most of all, ourselves.
It would do us well to remember that joy is not in things: it is in us. With "and then some" internalized as part of our everyday behavior, we will get more and want more from life. It will be a life "and then some."
Our orthodontic practice is dedicated to making this "and then some" philosophy come to life. We really do appreciate the opportunity to be your orthodontist. We promise you will be satisfied with both the end results and how you are treated. We will be committed to your satisfaction. Our goal is to deliver the highest quality orthodontic treatment available in the world today in a loving and caring manner at an affordable price and in an atmosphere that is enriching to you, as patients and parents, and to ourselves.
Editor's note: Following the letter is a list of staff members' names and positions.
Dr. Tucker Haltom and Donna Haltom
Albuquerque, NMTo celebrate the holiday season, every year all of us deliver our gifts to our referring doctors. To make it more memorable, we sing a "custom" Christmas jingle to thank them. Our singing may not be great, but they do remember us!
Dr. Les O. Starnes and Staff
Newport Beach, CAOur office staff has an annual tradition of Christmas caroling in our area's general dental offices a week before the holiday. We sing a few songs, give a small gift, and leave plenty of holiday cheer. The visit only takes a few minutes in each office and has become quite a popular event with many inquiries of when we will return!!!
The staff of Dr. William Schuster
Oshkosh, WIDear Karen,
I always enjoy reading the Nectar Connection and I would like to thank you again for the informative meeting in Santa Fe, Hummingbirds in the Desert.
The following letter/quote is by Nachine Stair, age 85, from Louisville, KY, and is my favorite on how to enjoy life—you only go around once!
If I Had My Life to Live Over
If I had my life to live over...
I want to make more mistakes next time. I'd relax. I would limber up. I would take fewer things seriously. I would take more chances. I would climb more mountains and swim more rivers. I would eat more ice cream and less beans. I would have more actual troubles, but I'd have fewer imaginary ones.
You see, I'm one of those people who lived sensibly and sanely hour after hour, day after day. I've had my moments, and if I had it to do over again, I'd have more of them. I'd try to have nothing else. Instead of living so many years ahead of each day, just moments, one after another. I've been one of those persons who only goes anywhere with a thermometer, a hot water bottle, a raincoat. I would travel lighter than I have.
If I had my life to live over, I would start going barefoot earlier in the spring and stay that way later in the fall. I would go to more dances. I would ride more merry-go-rounds. I would pick more daisies.
Dr. Stephen L. Sherman
Baton Rouge, LAWe send birthday cards to all our patients!
Drs. Paul J. and Paul F. Batastini
Cherry Hill, NJHi Karen!
"The way I see it, if you want the rainbow, you gotta put up with the rain."
—Dolly Parton
Dr. Rodney Lee
San Francisco, CAAt the final post–treatment conference we tell Mom or Dad, while they are with their child, "Now remember to smile because of our motto which is your child by parents but your teeth by Goldman and Taynor."
We always get a laugh and a smile. This also re-imprints our names and associates us with a smile.
Dr. Robert S. Goldman
Dr. Elliot S. Taynor
Port Jefferson Station, NYThe World... and All Who Live in It
Six of us tracked the wounded deer,
one standing at the last found spot
of vermilion on dry brown oak leaf
while the others coursed ahead until
we saw no more droplets, no more
ants hurrying to consume the protein
before they died and returned it to the earth
covering the faces of deer yet unborn.Three of the men gave up, but Glen
wanted to try once more, so we marked the trail
with upright sticks to confirm
the buck's direction of flight.
Rob, Glen, and I circled each stick,
backs bent, eyes to the ground.
Rob found a new red smudge a few paces beyond.
We looked for most of an hour,
seeing nothing after that.
The blood spoor was light,
then vanished; the deer will live.It meant something to have tried again,
honoring the animal's courage
honoring something in ourselves
of primeval significance.
When we returned to the trucks,
we saw understanding and approval
in the other men's eyes.John Ottley, Jr., Executive Director
Southern Association of Orthodontists
Atlanta, GAHappy New Year!
The holidays are a time of giving gifts. For the past three years, our office has donated the amount that would have been spent to our local Dental Health Foundation. We then enclose a note in our Christmas card to our referring doctors and staff, thanking them for their support and announcing we have donated to the fund on their behalf. As a result, we have received many positive notes and acknowledgments from many of the offices.
Wishing you all a healthy and prosperous New Year.
Dr. Bert Rouleau and Staff
Mountain View, CAA policy we have had for some time that has proved beneficial is for the orthodontic assistants to call their patients a couple of days after receiving new appliances to see how they are doing and answer any questions they may have. They appreciate it!
We have several cartoon videos available to help patients' siblings pass the time (and minimize reception room noise). Some like these better than puzzles or books.
When a patient has to wait, we have Game Boys available. Some want to have to wait and don't want to leave!
We enjoy receiving the Nectar Connection. Thank you.
Dr. Burdett Edgren & Staff
Greeley, CODear Karen,
Three of the signs in my private office are as follows:
1. Swallow a live toad first thing in the morning and nothing worse will happen to you the rest of the day.
2. Many people still lead useful lives after the age of 40.
3. A specialist is a doctor called in to share the blame.Please keep sending the Nectar Connection. It is far more useful than many other publications I receive.
Dr. Michael A. Colb
Pueblo, CODear Karen,
I thoroughly enjoyed my first reading of The Nectar Connection and am looking forward to the next edition. A close friend of mine sent me this quote, and I would like to share it with the "connection!"
Take Time
for what's important to you,
for what makes
you happiest...Take time to be with
those you love
and share your deepest wish
most secret dream,
your favorite fantasy...Take time to look around
at all the gladness
the world can offer...All of it is yours,
if only you
take the time.—Larry S. Chengges
Jamie Schroeder, C.D.A.
Office of Dr. Jerry Hickman
Indianapolis, INAt our Christmas party, our staff separated into groups of two. Each group spent two minutes complimenting each other. Every two minutes the staff rotated into another group—so that each person received compliments from the entire office. Lots of hugs and some tears.
Dr. Richard Quan
Monte Sereno, CAWe find this expression puts things in perspective when approaching our staff, children, etc.
"Use the talents you possess...for the woods would be silent if no birds sang except the best."
We enjoy your newsletter immensely. Thank you.
Drs. Serling, Decker, Sbuttoni, and Boghasian
Albany, NYWhen I place a lower 3–3 for retention patients, I adjust the lower cuspids so that the retainer will lie flat. I use green stone to do this, but only if there are irregularities.
Dr. Harold H. Goya
Hilo, HIDear Karen:
My employer just shared with me an edition of The Nectar Connection. It is beautiful—I wish I had seen it before now!
I'm a refrigerator philosopher and love to share my collection. These are two which I always try to remember when I feel taken for granted:
"You can do a lot of good in this world if you do not care who gets the credit!"
"Winning isn't always a victory, and losing isn't always a defeat."
Barbara Thomas
Office of Dr. John G. McIntyre Jr.
Ocean, NJ“Twenty years from now, you will be more disappointed by the things you didn’t do than by the ones you did. So, throw off the bowlines. Sail away from the safe harbor. Catch the trade winds in your sails. Explore. Dream. Discover.”
A quote from P.S. I Love You
Lori Garland-Parker
Clinical Consultant
Hummingbird Associates
Currently moored in Cartagena, ColombiaWe have enjoyed the Nectar Connection. What great ideas everyone has! I hope all enjoyed the holiday season. We used the season to make some creative minds for the most recent contest we held. We asked our patients to create ornaments for our Christmas tree with an orthodontic theme. Boy, did we get some great ornaments? Look forward to the year ahead of great ideas. Keep up the good work, offices!
Dr. Carl Dann, III and Staff
Orlando, FLIf you really want to get to know an “interviewee," take him/her out to dinner with his/her spouse. There is this incredible congruency in people who "have it together." Their spouse will echo this. I have never had a staff person with whom I got along great without really enjoying and being at ease with their "other" also.
Dr. David R. Hoffman
Metairie, LAWe are in a rural area and get all of the newspapers from the surrounding counties. We cut out pictures and articles about our patients and post them on a board with their names highlighted. The patients get a kick out of seeing their names and photos on our board and the names and pictures of their friends who also have orthodontics.
Dr. Beth Ledwith
Tappahannock, VAKaren– Of course I want to keep getting the Nectar Connection!!
At a recent study club, our coaching of a participant met with some resistance. Bob Matlack came up with the following: "You don't have to do it... unless you want to be successful."
I put that at the top of my electronic to-do list (Wizard) so that I get the message each time I access the list. Love ya,
Dr. Bill Odom
San Mateo, CAWe had a great Christmas party this year. The doctors and staff went to a karaoke bar for singing and dancing. Everyone participated, with the highlight being us singing "Frosty the Snowman as a group." What fun!
P.S. Please keep us on the list so we can continue to receive the Nectar Connection. Thanks.
Drs. Ginzler and Shaw
Livonia, MII want to recommend a book I received as a gift—the national bestseller, The Seven Habits of Highly Effective People. The thrust of the book is to change our attitudes regarding how we respond to what we experience and how we focus our efforts most productively.
For example, a quote from this helpful book might tempt you to read it. "It's not what happens to us, but our response to what happens to us that hurts us. Of course, things can hurt us physically or economically and cause sorrow. But our character, our basic identity, does not have to be hurt at all. Our most difficult experiences become the crucibles that forge our character and develop the internal powers, the freedom to handle difficult circumstances in the future and to inspire others to do so as well."
Susan Ascher
Owner, Mitchell-Ascher Advertising
New York, NYYou might like to see our office philosophy.
The philosophy of our practice is...
“To provide the highest quality orthodontic care to our patients, delivered in a manner that will positively influence the lives of those we come in contact with. We will be gentle, understanding, friendly, and caring. We will treat our patients as we would our family.”
We spent several staff meetings writing this as a team.
Dr. Scott Hamilton
Topeka, KSPlease include me in the Nectar Connection.
When a new patient calls our office to make an appointment for an examination, we always ask who referred them. My receptionist notifies me when the referral source is a patient or former patient. I call them within a day or two to thank them personally for referring to our practice. The response has been great, with lots of goodwill.
Dr. Scott G. Newhart
Beverly Hills, CAPromise Yourself for the New Year
To be so strong that nothing can disturb your peace of mind.
To make all your friends feel that there is something special about them.
To look at the sunny side of everything, and make your optimism come true.
To be just as enthusiastic about the success of others as you are about your own.
To think only of the best, to work only for the best, and to make the best come true.
To forget the past mistakes and press on the more significant achievements of the future.
To wear a cheerful countenance at all times, and give every living creature you meet a smile.
To give yourself so much time to improve yourself that you have no time to criticize others.
To be too large for worry, too noble for anger, too strong for fear, and too happy to permit the presence of trouble.
Christine Lozen
Office of Dr. Randall Hoff
San Bernardino, CAKaren, sorry this is late. We do enjoy the Nectar Connection. Here's our hint.
We have some part-time help who are not at our morning huddle. To help them feel a part of the team and be fully aware of the day ahead, we tape–record our huddle for them to listen to when they get to work.
Mary Kay
Office of Dr. Steve Campbell
Salem, ORDear Hummingbirds,
My outstanding associate, who keeps my books straight (and honest), gave me a wonderful book for Christmas: Great Quotes from Great Leaders. I pulled out some of my favorite quotes from the book to cement my commitment to never again miss an edition of the Nectar Connection. Each of the quotes is for a 1993 issue. Best to you in 1993. Thanks for the love and joy that pours from your office.
"Nearly all men can stand adversity, but if you want to test a man's character, give him power."
—Abraham Lincoln
Sharon Winn
Bainbridge Island, WASeveral years ago, as a new treatment coordinator in our office, I often felt challenged and sometimes even intimidated in presenting treatment and discussing financial arrangements with some parents and patients.
I had heard about the Dale Carnegie Course and hoped it could help me communicate with our patients and parents more successfully and with more confidence.
My doctor supported my participation in the course in our area. It was terrific, and I found that my efforts, fears, and challenges throughout the 8–week course was greatly rewarded.
I highly recommend the course to anyone and am grateful to my doctor for his trust and willingness to invest in me. The Dale Carnegie course is offered in most large cities.
Colleen T. Howard
Office of Dr. Randall K. Bennett
Salt Lake City, UTThe following statement is on a small plaque on my desk. Another resident gave it to me after I had a "discussion" with one of the instructors.
"It often shows a fine command of language to say nothing."
Dr. Scott Robinson
Columbia, MODear Karen,
Forgive me for overlooking my response this year for ideas for the Nectar Connection. I guess having our fourth child and moving into my new office, which we built this year, made the time fly by. I have a clinical idea that may interest some.
Following the use of a positioner, an excellent, quick, and inexpensive form of removable retainer is the trutain, which is made of 1.0 mm trutain material heated and pressure formed with a BioStar machine. They fit great, and patients love them.
Dr. John Oubre
Lafayette, LADear Karen,
Please, please, please keep us on the Nectar Connection mailing list. We have just moved into our new office and are in total chaos!
Idea? A glass picture frame welcome board at the reception desk for new patients and another one saying thank you to referring dentists.
Thanks again.
Dr. Rebecca Poling
Anchorage, AKAttitude
"The longer I live, the more I realize the impact of attitude on life. Attitude is more important than facts. It is more important than the past, education, money, circumstances, failures, successes, or what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company... a church... a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past... we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the string we have, which is our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it. And so it is with you... we are in charge of our Attitudes."
—Charles Swindoll
Iris Moawad
Kalama, WAI certainly enjoy receiving your publication. Karen's presentation to our State Orthodontic Society has always been considered one of the best. The following was in The Ruff Times:
Lincoln summarized it.
"You cannot bring about prosperity by discouraging thrift.
You cannot strengthen the weak by weakening the strong.
You cannot help small men by tearing down big men.
You cannot help the poor by destroying the rich.
You cannot lift the wage earner by pulling down the wage payer.
You cannot keep out of trouble by spending more than your income.
You cannot further the brotherhood of men by inciting class hatred.
You cannot establish sound security on borrowed money.
You cannot build character and courage by taking away a man's initiative.
You cannot help men by having the government tax them to do what they can and should do for themselves."
Dr. M. Carter Greear
Winter Park, FLKaren,
Dr. Hirsh would like you to have this insert. We put it in our new patient information packet.
Dr. Hirsh got the poem from Dr. Arlen Lackey. We have had many nice comments about it. Maybe you'd like to share it.
A Smile
It costs nothing but creates much.
It enriches those who receive without impoverishing those who give.
It happens in a flash, and the memory of it sometimes lasts forever.
None are so rich that they can get along without it, and none are so poor but are richer for a smile.
Yet it cannot be bought, begged, borrowed, or stolen, for it is no earthly good to anyone until it is given away.
Dr. Gary Hirsh
San Diego, CADear Karen and Staff,
We have enjoyed your Nectar Connection and hope the following might be useful for other offices.
We routinely copy the occlusal view of our models on our copy machine using a white cardboard template cut out of a model art base. We then place the model (occlusal side down) on the copy machine positioned within the cut-out area. The copy can then be taped to the treatment card as a handy reference during treatment. This will save pulling the models for review.
Best wishes for a healthy and successful New Year.
Dr. Melvin W. Walter and Staff
Rocklin, CAThe introduction to A Course in Miracles states:
“The Course can be summed up very simply:
Nothing real can be threatened.
Nothing unreal exists.
Herein lies the peace of God.”
What this means is this:
1. Love is real. It's an external creation, and nothing can destroy it.
2. Anything that isn't love is an illusion.
3. Remember this, and you'll be at peace.
–– Marianne Williamson
from her book A Return to Love.
Dr. Ron Cummings
Tallahassee, FLHello Karen, and Happy New Year to All Hummers,
First of all, thank you to Dr. Thomas for his "What is a Patient?" entry in the last Nectar issue. The patient perspective has always been our focus in the office, but seeing it expressed so well in words was a pleasure.
I want to share an idea. Karen, in our office, came up with an idea that has been equally fun for us and the patients. On "Wacky Tuesday," we put something out of place in the office (e.g., a picture or clock hung upside down, an assistant wearing two different shoes, etc.). If a patient discovers it, they quietly let us know, and their name goes into our monthly "great patient" drawing. It's a kick!
Dr. Tom Marcel
Livermore, CADear Karen,
The following is something we do in our office to create a friendly family atmosphere.
After braces are removed, we schedule an appointment for retainer insertion and advise the patients that we will be taking a portrait of them at that appointment.
We have designated a particular area with professional equipment to take these portraits. The response has been positive, creating a good feeling between our practice and the community.
Jean Caprow, Office Manager
Office of Drs. Serling, Decker,
Sbuttoni, and Boghosian
Albany, NYKaren–
Here is what I did for my Christmas luncheon for the staff.
Welcome to the First Annual
Dr. Paige Christmas Shopping Spree
Here are the rules!
1. Each of you has $100.00 to spend. You will use this money for shopping.
2. We will leave for Burdines immediately and will be met by two of their sales managers, who will help you shop.
3. You may spend as little or as much as you want, but (SORRY) you don't get any cash back that you don't spend. You may buy more than one gift, but each should cost at least ten dollars.
4. Don't tell your friends what you bought (leave it in the package) and wait to tell them how much you spent. When we get to lunch, we will show everyone then. Let's make it a surprise and fun for all–AND– the person who spends the closest to exactly $100.00 (over or under) will win a very NICE cash surprise.
HERE IS THE CATCH
YOU HAVE ONLY ONE HOUR
AND THE GIFTS
MUST BE FOR YOURSELF!
Dr. Steve Paige
Ocala, FLWhenever I am contemplating or hesitant to institute a significant "change," I look at the plaque hanging over my desk, given to me by my staff in 1986 before beginning construction on our new office building, which states–
"There comes a time when one must risk something... or sit forever with his dreams."
Dr. David Welmerink
Sparks, NVHi!
During the holiday season, we have enjoyed sending Christmas wreaths to our referring dentists. We deliver them to the offices at Thanksgiving and keep them until the New Year. It has gotten to be a lovely tradition for us; they look great, smell great, are enjoyed by everyone who comes to the office, and, most importantly, they seem to be remembered by the referring dentist better than the typical "fruits and nuts" we used to send out.
Happy New Year!
Dr. Donald L. Jorgensen
Fort Collins, COWhen I arrived home tonight, a gathering of wonderfully inspired spirits from 42 states and 5 foreign countries was waiting to talk to me. They shared their successes, tips and guidance, humor, and admiration for you. And to think, this all occurred in the comfort of my easy chair!
Thanks for bringing your friends to meet me through your Nectar Connection.
A Simplistic Guide to Healthy Living
The 5 Principles
Tell the truth
Keep your agreements
Do your best
Take good care of yourself
Openly show your love
Thanks for staying in touch. Hoping all is well with you!
Patty Oxman
San Rafael, CA“Where fools rush in, angels dare tread.”
Dr. Scott Murray
Visalia, CA"It's easy to get good players. Gettin' 'em to play together, that's the hard part."
—Casey Stengel
"Never tell people how to do things. Tell them what to do, and they will surprise you with their ingenuity."
—Gen. George S. Patton, Jr.
"Tact is the art of making a point without making an enemy."
—Anonymous
Office of Dr. T. Allen James
Decatur, GADear Karen,
This card has been in and out of my hands 6 times in the last six weeks–it seems too many squeaky wheels need too much grease... however:
Item: Cone Denzen of our staff suggested, and we have done, adding an airline (foot control) to our sterilization area to allow us to run our handpieces before and after sterilizing them without having to contaminate and clutter the chairside area. This will save time and steps. It works great.
Happy Holidays and best wishes.
P.S. I'm still wearing too many hats.
Dr. Curtis A. Rohrer
Winona, MNQuality is never an accident; it is always the result of a high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives.
Thanks,
The office of Dr. Michael Ovens
Phoenix, AZHi Karen–
Somehow, your newsletter got mislaid. Keep up the good work—and, yes, we want to be on your good list.
After years of using and refining "The Mood Board," a special erasable sign-in board, and the "Team Sharing Support" process, my staff and I are now like family! We still have upsets and crises in our lives, but we also commit to declaring where we are personally when we arrive at the office and share what's unique or needed in the way of extra support to get our jobs done. Interestingly, after using this process for several years, most of our sharing is not about upsets but special events. It's fun to know about each other’s families and their many accomplishments.
I look forward to being with my office family, and they're happy to be with me too! Patients notice the difference.
Dr. Bob Matlack
Santa Cruz, CAEd: If anyone wants to order "The Mood Board," contact Remarkable Products, 246 Pegasus Ave., Northvale, NJ 07647, (201) 784-0900.
Sooner or later, the problem of saying a little too much about someone we work with will arise. The following verse has been very helpful for me.
"Take no heed unto all spoken words, lest you hear thy servant curse thee, for often also your own heart likewise hast cursed others."
—Ecclesiastes 7: 21,22
Office of Dr. H. Leon Clendenen
Los Alamos, NMHere's a little-known book that will help you do what you want in your life, not what others want you to do, or what is expected of you.
What You Think of Me is None of My Business by Terry Cole-Whittaker.
This book will connect you to yourself—a prerequisite before you can effectively connect to others.
Dr. Joel Gluck
Nashville, TNEvery morning our office has a quick staff meeting. We look at the schedule for the day, see who is going to have their braces removed—to say a special congratulations, and to see where we might have a tight spot in the schedule.
We also read a quote from the book Life 101 by John-Roger and Peter McWilliams. We find these tidbits informative and motivating, and sometimes gives us some inner guidance. We really enjoy this book.
Deanna Allan, Operations Manager
Office of Dr. George A. Barkett
Vero Beach, FLDear Karen:
We enjoy reading the Nectar Connection. I want to offer the enclosed as my contribution.
Few (hopefully, none) of us still do things the same as when we left our orthodontic graduate programs. Techniques, appliances, and philosophies change with time and technology. But some things are so fundamental that they never change. The most enduring and unchanging advice given to me in graduate school is as valid now as it was 20 years ago. A quiet, thoughtful instructor, now retired, said, "The beautiful, the popular, the All-American kids have their lives filled with attention and praise. If you want to do some good in your practice, give the less attractive, the overweight, and the unpopular kid extra kindness, praise, and attention. It'll be more appreciated."
Dr. Thomas R. Twigg
Cadillac, MIHave you ever tasted Redwood? I thrive on its taste and smell. Give it a try!
To Survive
Our minds must taste redwood
And agate, octopi,
Bat, and in the bat's mouth,
Insect. It's hard
to think like a planet.
We've got to try.Diane Gilman
Bainbridge Island, WAWhen we have a contest for our patients, we like a pizza party for everyone who participates, in addition to the top three grand prize winners. This way, everyone feels special, allowing us to show them that we appreciate them and their efforts to try.
Dr. Goodwin G. Thomas
Rock Hill, SCThe Road is Rough
You'll find the road is long and rough,
With soft spots far apart,
Where only those can make the grade,
Who have the uphill heart.
And when they stop you with a thud,
Or jolt you with a crack
Let courage call the signals,
As you keep coming back.
And though the world may romp across your spine,
Let every game's end find you still
Upon the battling line:
For when the One Great Scorer comes
To make note against your name,He writes—not that you won or lost—
But how you played the game.
—From "Alumnus Football"
Grantland Rice
Dr. Greg Richardson
Wilmington, NCDear Karen and Carol,
WOW—What a seminar!
I can't even begin to tell you how much I enjoyed listening and learning from the two of you. I'm so excited about being a treatment coordinator. I couldn't get home fast enough to share my new ideas and information with the rest of the staff. Everyone has a new outlook, and morale is incredible.
Thanks for all your help, support, and confidence. I promise to make you proud!
Thanks again,
Donna D. Mills, Treatment Coordinator
Office of Dr. Richard Boyd
Columbia, SCDear Karen:
We enjoy your newsletter very much. Keep up the great work!
We place several photo albums in our waiting room illustrating patients’ "before" and "after" treatment. We have received many positive comments about this from our patients and parents.
A thought for the day—"He who laughs last usually has a tooth missing."
Dr. Gerry Boychuk
St. Albert, AB"It is a wise man who knows that a good sense of humor will smooth out the paths of life."
The man who laughs at himself generally isn't laughed at by others. Making mistakes is a human thing to do. Nobody is perfect, so when you make an error, learn from it rather than cry about it. Laugh and say, "Well, I guess that proves I'm human, doesn't it?"
The whole world loves laughter, and as Mark Twain remarked: "I like the man who will admit a mistake. His honesty is far more important than the error."
Becky Ranney, Treatment Coordinator
Office of Dr. James Fruge, Jr.
Baton Rouge, LA"Happiness is a means of travel, not a destination."
Submitter Unknown
Ed. Please sign your entries so we can ensure you continue to receive the Nectar Connection!
Most health professionals, and maybe some orthodontists, find it uncomfortable to ask for referrals. The stated reason is that it is unprofessional.
Let me submit that the Fear of Rejection is at the core of the discomfort. Recognize and act upon that fear—you will see acceptance and referrals.
Dr. Harold Bergh
Ridgecrest, CAKaren,
I love receiving your newsletter! It is very inspiring! If you ever would like me to be a guest speaker at one of your conferences, etc. – I would love it!
Here are a couple more thoughts from my "Reflections" books...
“I'd rather be seen for who I am and be alone...
Than be accepted for someone I’m not and be lonely."
"I always love to see you... but I don't have to see you to always love you."
With love,
Brock Tully
Author
W. Vancouver, BCDear Karen:
We have a Merlin Jr. label maker that Dr. Paige wants to sell. The Merlin Jr. currently retails for $695.00, and Dr. Paige is asking $305.00 for his. He has had it for approximately four or five years, and it is in excellent condition.
If you know of anyone who may be in the market for the above–mentione label maker, please remember Dr. Paige.
C. M. Henley
Office of Dr. Stephen Paige
Ocala, FLThought for the day —
To avoid trouble, breathe through the nose; it keeps the mouth shut.
Dr. Bowen D. Miles
Las Vegas, NVHello! Hello!
My dad sent this to me when he knew I was at the bottom of the "cellar." Now, I look at it each day and pick one thing to practice on that day.
Believe in Yourself
Dream freely
Envision excellence
Cherish your creations
Exude enthusiasm
Be inspired
Inspire others
Take pride in you
Recognize inner beauty
Draw on inner strength
Look inside your soul
Create peace
Seek truth
Spread joy
Embark on adventures
Launch new ideas
Think big
Invoke positives
Live fully
Reach out
Aim high
Find happiness
Expect the best
Be the Best...Jeanette Smith
Bainbridge Island, WAThanks to all of you who responded to our question on emergency appointment scheduling. Now, who can help us with bonding failures?
We are a high-volume office using a light cure with both "Speed" and "A" company brackets. We would like to contact a similar office that is NOT experiencing lots of bond failure. We may need to improve our technique.
Also, we recently remodeled our sterilization area and added a full-time sterilization person. We would be happy to share what we have learned about putting a sterilization area together with anyone interested.
Dr. James M. Slack and Staff
Spokane, WAEnclosed is an article that I keep in our reception area. I can't keep enough copied for our patients and families. I hope you enjoy it as much as our patients have.
See you in Atlanta in March.
Spaghetti Sauce and Children
Need to Simmer
My mother cooked spaghetti sauce all day on the back of the stove. Ingredients were always fresh and added at the proper time. My mother understood slow simmer until done.
My mother was not a Ragu-type problem solver. "Some things take time,” she assured me. Some things are not "flash in the pan," do it "quick and easy" deals. Conscientious parenting requires simmer practices.
We are living in a let's-hurry-and-microwave-our-way-through-life track. We are hurrying our children and their growth process. We dress them up like adults too soon. We want them to earn money too soon. We want them to be involved in organized sports too soon. We want to teach reading and math too more quickly.
Our children are not much different developmentally from those who slogged through the mud with their parents on covered wagons heading west. Although the times are expressway-driven, our children still ache for a sandbox way of life.
We know good stuff about children. We know two–year–olds cannot share. They will share only after they know they possess. Three-year-olds are just learning about words in sentences. Three–year–olds will only learn how to talk if included in conversations. Too many young children are learning to fight from Ninjas, not how to speak from caregivers.
We know four–year–olds can't always tell the truth. Four–year–olds by definition, are fanciful fantasy-loving believers. Six–year–olds show extremes in behavior. They laugh and cry easily, loving one minute and being hostile in the next. Elementary school children need to learn how to talk and when and what is appropriate to say.
Adolescents first must be self-centered before they can be other-centered. Other centeredness comes only after adolescents have figured out how they are and that they are.
Too many adults are hurrying the process. They want to adultify their children so their behavior might be better understood. It is easier to understand people when they are just like us. Children aren't like us. Children are still in process. I wish more adults would recognize that children need time to simmer. Children should be respected and accepted.
The pioneering Chicago educator Marva Collins said, "We want brilliant children, but we don't want to spend the time creating them." My mother knew about time. Kids and good sauce need to simmer.
–– Ada Alden, Family Educator
Kim McCann, Treatment Coordinator
Office of Dr. Gary Beier
Wausau, WIDear Ms. Moawad,
Yesterday, I received my first copy of the Nectar Connection. What a great service to the profession. I've asked that this issue, Volume 1 and Volume 2, be circulated throughout the entire staff. There is something there for everyone, from the receptionist to our lab technicians. Thanks for including me.
As for a suggestion, I would offer the following: each office—doctor and the entire staff—should develop a Vision and a Mission Statement. It is especially important that the entire staff become involved, or else everyone won't buy into these basic concepts and directions for the practice's future.
Keep up the excellent work.
Dr. Melvin Mayerson
Fairborn, OHWhether the weather be fine,
Whether the weather be not,
Whether the weather be cold,
Whether the weather be hot,
We'll weather the weather
Whatever the weather
Whether we like it or not–– Unknown
Jim Lussier, Hospital Administrator
St. Charles Medical Center
Bend, ORDear Karen,
Thanks for sending the Nectar Connection. It's wonderful! Enclosed is an excerpt of an interview with me in Semantodontic's Smart Practice. I thought the first paragraph might be relevant to your readers.
In the early days of third-party coverage, Ortho was dragged kicking and screaming into the fray. Now, I think eliminating coverage would severely traumatize many practices. So, the specialty needs to tune its marketing efforts to socio-political decisions that might suddenly impact its business. How would it alter the way it does business?
Q: What insights do you have concerning the new administration and the focus of dental health care in the U.S.?
Dr. Press: As dentists commute to their offices, they should ask themselves how Clinton's initiatives regarding national health care will affect them personally. If discussions involve extending a Medicare-type approach to more of the population, would we like dentistry to be included? Do we want to sit at the negotiating table? Do we want to fight for the right to get our hands into the public cookie jar, or would we prefer not to be a contestant? I hope dentistry will initially be excluded from further socialization of health care delivery.
Dr. Burt Press
Former President of the American Dental Association
Alamo, CA"The thing that wounds comes back to heal and awaken."
—Jackie Stone Entwistle
Dr. Judy Elsley
Ogden, UTDear Karen,
I have thoroughly enjoyed reading and sharing with my staff Michael LeBouef, PH.D.'s book "How to Win Customers and Keep Them for Life.” It is very interesting and pertinent to our profession.
Dr. John H. Coker
Fredericksburg, VADear Karen,
We're sorry for the delay in returning this to your company. Due to the holidays, we didn’t do it until this week. Enclosed is something from "Bits & Pieces" that we would like you to print.
What do employees have a reasonable right to expect from a job? James Leonard, a vice president of the First National Bank of Chicago, once listed the following:
1. Meaningful work designed to have elements of reward and satisfaction.
2. Fair treatment for all employees.
3. Accurate appraisal and appropriate rewards for superior performance.
4. Opportunity for advancement— more responsibility and a commensurate financial reward.
5. Security—the feeling that if you do your job, you won't lose it.
6. Training—when job requirements change, workers should be helped to meet the company's expectations.
7. Knowledge of the "system"—how the puzzle pieces fit together so that employees know how they fit into the system and what they must do to advance within it.
8. Employees need to feel that they have a voice in company affairs. They need to feel that someone is willing to listen when they have a contribution or a complaint to make.
9. Pleasant working conditions—evidence that the company cares about the physical comfort of employees.
10. Retirement benefits—These should be in return for the employee's contributions to the company over their working years.
Cheri Brown, Clinic Manager
Orthodontic Clinic, MCV/School of Dentistry
Richmond, VAHi,
What a joy it was to read the January issue. It's great to see the Nectar Connection growing. There was a lot of wisdom and new ideas.
"Be happy with what you have and who you are, be generous with both, and you won't have to hunt for happiness."
"The Lord did not burden us with work; he blessed us with it."
Mary Woodard
Office of Dr. Larry Roberts
Elkhart, INDear Karen,
Here's the quote hanging on my refrigerator these days.
Live the Questions Now
"Be patient to all that is unresolved in your heart...
Try to love the questions themselves, like locked rooms and books written in a very foreign tongue.
Do not now seek the answers that cannot be given you because you would not be able to live them—and the point is to live everything. Live the questions now.
Perhaps you will then gradually, without noticing it, live along some distant day into the answer."
Marguerite Fiero
Greenbank, WASix Ways to Make People Like You
Become genuinely interested in other people.
Smile.
Remember that a person's name is to that person the sweetest and most important sound in any language.
Be a good listener.
Encourage others to talk about themselves.
Talk in terms of the other person's interest.
Make the other person feel important—and do it sincerely.
I love the exchange of ideas! Keep it up.
Dr. Victor S. Sands
North Hollywood, CAWe have an account with a neighborhood photography studio, and after a patient has been debonded, we send them a certificate for a 5x7 photo of their new smiling face.
We also receive a 4x6 of the same photo to be added to our reception room wall of recent orthodontics graduates.
The patients, both active, new and retention, really appreciate this idea.
Tricia McCafferty
Secretary for Dr. Hugh Sobottka
Seattle, WA"To learn is to change. Education is a process that changes the learner."
—George Leonard
"As human beings, we are made to surpass ourselves, and we are truly ourselves only when we are actively in the transformation process”.
—Huston Smith
Dr. Richard Arnstine
Shaker Heights, OHOur office recently played the "Price is Right" game using various office and clinical supplies. This staff meeting was a lot of fun to prepare for. Everyone enjoyed guessing the cost of many items and were often shocked. The two closest answers were rewarded with miniature candy bars. We all left the meeting with a better appreciation for the cost of supplies and awareness of overhead. Even the doctor became more enlightened as a result. We will want to repeat this exercise periodically.
What is familiar to us may lose value in our minds.
Office of Dr. George Walker
Freeport, ILDear Nectar Connection,
The most impressive management activity I have undertaken in 10 years is planning the total year and setting aside days for CE, holidays, staff meetings, vacations, work days, and management days.
This has given me an insight into exactly how I expect to live the next year. There will be no last–minute meetings unless we trade them for other planned meetings.
Dr. F. Miranda
Dallas, TXDear Karen:
Thanks for sending the progress evaluation form. I just finished the entire Nectar Connection and gained immense joy and insight from it. Keep up the good work. You do make a great difference and make things happen.
Best Regards,
Dr. Kenneth Albinder
Virginia Beach, VADear Karen,
Thank you for the Nectar Connection and all the good inspirational ideas it contains. What an avenue of communication for like-minded individuals. We should convert each issue into wallpaper so that all the wise and witty words can be seen daily at a glance!
We would like to submit a postcard we received from a bright young patient vacationing in Germany. We enjoyed the MacGyverish tone so much and hope others will also.
Dear Dr. Bohl,
My father and I landed in Frankfurt two days ago. We rented a car and drove to Berlin. We're in Berlin now, at the Columbia House. Well, I'm afraid my retainer was used for life-saving purposes and is no longer capable of performing the function for which it was intended. I'll explain.
Well, you see, my father and I were walking in what used to be a small East German town. We stopped in a local grocery store to look around and pick up a few things to snack on. Well, there were more than a few: a couple of cans of soda, some chips, and other odds and ends. We stumbled out the door, balancing everything in one hand or the other. My father ordered me to go back in and get a plastic bag, so I did. I ran back in and grabbed one. A middle-aged woman started yelling at me, and since I knew absolutely no German, I calmly ran out the door with the bag in my hand, and she followed. Soon two German cops were running after me and my father down an abandoned, empty alley. Wouldn't you know it, there was a lonely German sedan, and I whipped out my retainers, stripped the wire from them, and molded it into a key in seconds. I slipped the key to my father. He unlocked the door, started the engine, and we were off. I knew those things would come in handy sooner or later. Now, if you believe that, you belong on a funny farm. But I didn't realize you had to pay for the plastic bags, so I ran into trouble. And my retainers are right here in my pocket... I mean my mouth. Just kidding. See you at the next appointment.
Sincerely,
Jennifer Balch
Dawn Robinson, Appointment Coordinator
Office of Dr. Charles F. Bohl
Brookfield, WIDear Karen,
You never know where or when you will run across something inspirational! The United Airlines magazine contained an advertisement for corporate artwork with messages.
One of the lithographs is a picture of a ship sailing in the ocean.
Risk
You cannot discover new oceans
unless you have the courage
to lose sight of the shore.
Other topics listed with pictures and quotes were teamwork, adversity, goals, leadership, etc. They also carry motivational plaques such as:
Rule #1
If we don't take care of our customers, somebody else will.
For information about the lithographs or plaques write:
Executive Gallery, Inc.
814 W. Third Ave., Dept. 969D
Columbus , OH 43212
1 (800) 848–2618
Sue Matlof
Manchester, MOOur patients register for a weekly drawing for a FREE tape rental from Blockbuster Video. We then publish the winners’ names in our newsletter.
Office of Dr. Glenn R. Malchow
Bowling Green, KYThe day the patients in our office get their braces off, we have them choose a thank–yo card and a verse they may choose to write on the inside of that card. The card is a note of thanks to the patient’s mom, dad, aunt, uncle, or whoever put them through their orthodontic treatment. The patient addresses the card and then the assistant mails it.
Here are a few verses our staff members came up with.
"My braces have been on for a while,
Thanks, Mom and Dad,
Now I can smile with style."
“My teeth were crooked,
Now they're straight,
Let's go out and celebrate."
“Maybe I complained a lot, and getting to my appointments hasn’t always been easy. Let me say ‘Thank You’ for wanting the best for me. I love my new smile, and most of all, I love you.”
As always, our entire staff enjoys reading the Nectar Connection!
Linda Kennedy, Treatment Coordinator
Office of Dr. James Ginzler, and Dr. Randall Shaw
Livonia, MIGod be in my head
and in my understanding
God be in my eyes
and in my looking
God be in my mouth
and in my speaking
God be in my heart
and in my thinking
God be at my end
and in my departing.
Submitter Unknown
Ed. Please include your name and address so we can credit your ideas!
Karen,
I enjoyed the January issue of the Nectar Connection. Keep up the good work!
"The reason why worry kills more people than work is that more people worry than work."
—Robert Frost
"It is better to love than to be loved!" Happy Valentine’s Day!
Kim Fisher
Office of Dr. Larry D. Roberts
Elkhart, IN1. You can only have two things in life, reasons or results. Reasons don't count.
2. If you are constantly being mistreated, you're cooperating with the treatment.
3. Others can stop you temporarily; only you can do it permanently.
4. Criticize the performance, not the performer.
5. You are the cause of everything that happens to you. Be careful what you cause.
6. Hoping and wishing are excuses for not doing.
7. You are the only teacher you will ever have.
—Quotes from "Think"
by Dr. Robert Anthony
Dr. Farrell Hinkle
Santa Ana, CADear Karen,
Thank you for sending your wonderful collection of inspirational writings to our office. Everyone in the office enjoys it.
I want to share some affirmations from Louise Hay. I keep them at my desk and read them every day. I feel so fortunate to work in a positive, loving environment. Enjoy.
"I love my job. We have a happy, joyous atmosphere at work."
"My job allows me to express only goodness. I rejoice in this employment."
“I am at peace with my job. I am efficient, orderly, and responsible. I love what I do!"
—Louise Hay
Sheila Flynn
Office of Dr. Amanda Maplethorpe
Maple Ridge, BC"Be courteous to all but intimate with few and let those few be well tried before you give them your confidence. True friendship is a plant of slow growth and must withstand adversity's shocks before it is entitled to the appellation."
—George Washington
Dr. Wallace B. Brown
Salt Lake City, UTWe always support our local high schools with a full-page ad in the yearbook. We try to make it a little more fun and interesting than the usual "Congratulations, Class of 1993!"
We make a collage of all our patients who are graduating, using their pre-treatment orthodontic photos! We don't identify each photo so as not to embarrass anyone, and it is fun for everyone to guess who's who! This type of advertisement also brings back many childhood memories, and isn't that what high school yearbooks are all about?
On another note, our practice is considering using superbills. We would be grateful to anyone who could send us a sample copy of a superbill that they may be using successfully in their practice.
The Nectar Connection is great. A hearty thank you to all those involved with its publication.
Lori Koczak, Office Manager
Office of Drs. Carlough and Gagnon
51 W. Main Street
Clinton, CT 06413"To be meek, patient, tactful, modest, honorable, brave is not to be either manly or womanly; it is to be humane."
—J. Harrison Scholar
Dr. David Welmerink
Sparks, NVDear Karen,
"If you want to be successful, it's just simple:
Know what you are doing,
love what you are doing, and
believe in what you are doing."
—Will Rogers
Dr. Edward Wnek
Cincinnati, OHDear Friends,
Your attempts to help our office are truly appreciated. Thank you for your time! My hopes are high, and I'm not going to give up.
"Our merciful Lord, I can't see my way when darkness is upon me.
You guide me through the night and into a new day!"
Dyanna Kavanaugh
Office of Dr. Murray Hamburg
Pomona, CAWe have a small staff, and it requires a little more hustle than if we were "comfortably" staffed. However, it turns out to be an advantage for us because our lines of communication are very open. It's imperative, no matter what size office you work in, to be able to express both your disgruntledness and acknowledgments – even to the boss!!! Good communication keeps it running smoothly.
Bonnie Kastel
Office of Dr. David Sherwood
Encino, CAExcellence is perfection with relationship protection.
Drs. McDaniel and Sternstein
Springfield, ILKaren,
We love the newsletter. We have shared thoughts and new ideas in our staff meetings. This is how I feel about my job:
"Choose a job you love, and you will never have to work a day in your life."
—Confucius
Ellen Sinquefield
Office of Dr. Jack P. Feller
Rock Springs, WYFor our patients who have trouble with impressions, our assistant, Debby, has this suggestion: Give the patient a stopwatch to hold and time how long the impression has to stay in their mouth (1 minute). This focuses the patient's attention on the watch and ensures Debby doesn't leave that impression in their mouth any longer than necessary.
Dr. H. Warren Youngquist
Colorado Springs, CO1. Blessed are those who engage in lively conversation with the helplessly mute for they shall be called dentist.
2. If you laugh a lot, when you get older, your wrinkles will all be in the right places.
3. The best thing to do behind someone’s back is to pat it.
4. The best angle to approach any problem is the try–angle.
5. A good place to find a helping hand is at the end of your arm.
6. If you ever whiled away an afternoon in a physician's office waiting room, you know why they are called "patients."
7. No matter what may be your lot in life, build something on it.
Jill Register, Assistant
Office of Dr. Michael Badell
Ketchum, IDDear Karen,
Our office is working very hard to work together as a team. We have regular meetings to discuss ways we can make it better.
I was looking through my cookbooks and came across this article, which I would like to share.
Eleven Commandments for an Enthusiastic Team
1. Help each other be right—not wrong.
2. Look for ways to make new ideas work—not for reasons they won't.
3. If in doubt—check it out! Don't make negative assumptions about each other.
4. Help each other win and take pride in each other's victories.
5. Speak positively about each other and your organization at every opportunity.
6. Maintain a positive mental attitude no matter what the circumstances.
7. Act with initiative and courage as if it all depends on you.
8. Do everything with enthusiasm—it's contagious.
9. Whatever you want—give it away.
10. Don't lose faith—never give up.
11. Have fun!!
Marg Smith
Office of Dr. Franklin D. Lo
Prince George, BCOde to the Removal of Braces
No more brackets,
No more wires,
Much less wear
On Mama's tires.
No more ties,
No more bands,
Much more cash
In Mama's hands.
Orthodontics—
The albatross—
Is now replaced
By dental floss.
So beat the drums,
And ring the bells,
And then bring out
The caramels.
Can Mama rest
From all these trials,
And bask in daughter's
Perfect smiles?
Well, sad to say
I have to run—
My second child
Has just begun!
—Robin Selfridge
Dr. John C. Dumars
Napa, CAThought you might like this. We have it posted in our break room. Also, each new employee receives a copy with their office policy manual.
LOYALTY
If you work for a man, in heaven's name work for him; speak well of him and stand by the institution he represents. Remember, an ounce of loyalty is worth a pound of cleverness. If you must growl, condemn, and eternally find fault, why—resign your position, and when you are on the outside, damn to your heart's content. But as long as you are a part of the institution, do not condemn it. If you do, the first high wind that comes along will blow you away, and probably you will never know why!!!
Brenda Shreve, Office Manager
Office of Dr. Harry L. Geiger
Jacksonville, FLDear Karen,
I finally had my office's "business area" reconstructed and divided into two distinct areas: appointment secretary and financial secretary. This is functioning beautifully.
Please keep me on your mailing list. I will be a better communicator.
Dr. George A. Kates
Newport, RIThought:
Longest joys won't last forever.
Make the most of every day.
Youth and beauty time will sever,
But content hath no decay.
Dr. Wallace B. Brown
Salt Lake City, UTDear Karen and all you "nectarphiliacs,"
As you are aware, I'm a devoted reader of your Nectar Connection, and I admire your efforts on behalf of orthodontics. You might want to query your readers about their definition of success this month. In the office, here's one I like:
"He has achieved success
who has lived well,
laughed often, and loved much...
who has filled his niche
and accomplished his task;
who has left the world better
than he found it...
who never lacked appreciation
of the earth's beauty
or failed to express it;
who has always looked for
the best in others
and gave them the best he had...."
Dr. Randy Feldman and Staff
Tampa, FLSometimes, when we get a "brilliant" idea, we can't help but commend ourselves. We should remember Edward Land's definition of creativity.
"Creativity is the sudden cessation of stupidity."
Dr. Gary F. Stauffer
Lethbridge, AlbertaDear Karen,
Orthodontia is not the easiest thing for most kids to deal with. So to make it a little more fun, every summer we have a postcard contest. The kids love sending in postcards from around the world (or even across the street) to enter in the contest. We have received some of the wackiest, weirdest, funniest postcards that we judge by categories. We have maps up on the wall pinpointing where the postcards came from, and then we put each postcard up on the map. Each of the participants gets a prize, but the best prize (usually a $50.00 gift certificate) goes to the person who does the best job! Last year, our grand prize winner made over 20 home-made postcards. We all have a lot of fun with this contest.
Margaret De La Rosa
Office of Drs. Nelson, Meyer, and Ung
Berkeley, CAEvery child is like a block of marble, and all who affect that child are the sculptors. Our task as orthodontists is to mold our portion—the smile and face—the very best that our skills and knowledge allow.
Dr. Terry D. McDonald
Salem, OR"To dream anything that you want to dream is the beauty of the human mind. To do anything that you want to do, that is the strength of the human will. To trust yourself to test your limits is the courage to succeed.
—Bernard Edmonds
Jeannie Skaggs
Office of Dr. John Miller
South Charleston, WV"In the factory, we make cosmetics; in the store, we sell hope."
—Charles Revlon
Martin Schwartz
East Windsor, NJWe have had success filling our mid-afternoon appointment times by offering a 3–5% discount for scheduling all appointments between 10 and 2.
Dr. Ronald C. Perkins, and Staff
Dallas, TXHi Karen,
I like the Nectar Connection and appreciate how much it has grown.
"Tell me, and I'll forget
Show me, and I'll remember
Invoke me, and I will understand."
—Chinese Proverb
Mary Lou Carson
Napa, CA”You gain strength, courage, and confidence by every experience in which you stop to look fear in the face."
—Eleanor Roosevelt, You Learn by Living
Lynn Hall
Office of Drs. G. Hipple and T. Meister
St. Paul, MNKaren,
The newsletter is indeed an inspiration. Thanks, mucho.
The real voyage of discovery consists not in seeking new landscapes but in having new eyes. There is wonderment in the ordinary.
Dr. Jerry Prohaska
Santa Fe, NMFrom Spokane, WA, Spokesman Review
Dale Hemple is president of the International Diastema Club, which brings together people with space between their two front teeth. The club, headquartered in Spokane, has more than 600 members in the U.S. To become a member, a person must have a gap of at least 2 millimeters and vow not to seek orthodontic correction.
—State Journal, Dec. 27, 1992
Mary Hegge
Columbus, WIWe enjoy your newsletter. It verifies one of our favorite quotes:
"A mind stretched to a new idea never returns to the same dimension."
—Oliver Wendell Holmes
Dr. Jack L. Green, Jr. and Staff
Myrtle Beach, SCIt was very difficult to put the last issue of the Nectar Connection until I was finished. The input from others was fantastic, but, most of all, I found so many new ideas to try. I'm sending along a few of the "new" things we have attempted that have proven most successful.
We anxiously await our 3rd annual Patient Appreciation Theatre Party on February 14th. Invitations have been sent out to all our patients to attend with a friend of their choice with free refreshments. We have had a great response in the past two years and expect over 1,000 participants this year. Our local newspaper is going to do a feature article for us.
Since 1986, we have sponsored a Lay Advisory Board once a year. We take a random mix of patients and parents and hold a two–hour evening meeting with 10 to 21 participants. We try to get a more realistic view of our practice and keep abreast of our patients and parent’s needs. Our goal is to incorporate patient and parents' ideas along with our own to make our practice better for all our families and staff. One of the requests from last year was to provide a cold beverage for siblings in the reception area to go along with our coffee, tea, and hot chocolate. After investigating the possibilities, we voted on installing a vending machine in the main lobby, which provides a choice of pop, iced tea, or fruit juice. We announced it in our Newsletter, and posted a small sign near the coffee area. All proceeds from the vending machine and aluminum cans are used to "adopt" a child, providing her with food and a better education. Not only has it been appreciated by our patients, but the staff are enjoying it as well.
I genuinely enjoy the Nectar Connection and would like to see more ideas shared on practice marketing and problem-solving. We are a very special kind of dental practice. We are usually an elective treatment, and we must always be on our toes to be an extraordinary office where "everyone" wants to come. I think we all have much to share.
Martha Reed, Receptionist
Drs. Osborne & Bernard
Canton, OHAs the Laboratory Consultant for Hummingbird, I am developing a set of efficiency standards for the lab. I would be interested in a breakdown of how many of each appliance your lab produces in a month and the number of hours worked by all technicians. I am also in the process of developing a Lab Training Manual. For those of you who wish to participate in either of these projects, your office will be named as contributors and you will receive a copy of the finished products free of charge.
I would also like to share this from Brock Tully’s book, Reflections for Living Life Fully.
Intelligence is what we know.
Wisdom is what we do with what we know.
Awareness is knowing why we do what we do with what we know, and
Happiness is doing it!
Jodi Peacock
Lab/TMD Consultant
Hummingbird Associates
Springfield, ILHi, Karen,
Thanks again. I just read through the Nectar Connection on Monday morning. Now my head is on the right track, and my path for the week is clearer.
In answer to your quiz, the hummingbird has two unique physical features at birth.
Its physical size (tiny)
Its appetite (huge)
See you when you come home.
Love,
Chris Slye
Bainbridge IslandEd. Though not the answers we were looking for, Chris received a prize for the most creative answer we received!
Our entire office really enjoys reading the many thoughts and ideas shared by your contributors. Here is our contribution.
"The nice thing about teamwork is that you always have others on your side."
—Margaret Carty
Julie Middleton
Thompson Orthodontics
Overland Park, KSWhat a valuable contribution to orthodontics! The nectar is marvelous! Thanks for bringing us together in such a unique way!
As a devoted 8-year employee, may I suggest a suggestion to other orthodontists who would like to maintain a dedicated “Do whatever it takes” staff? Express your appreciation!
"A sharp tongue and a dull mind are usually found in the same head," but "There is no tranquilizer in the world more effective than a few kind words."
Claudia Hibdon
Office of Dr. Jeff Haskins
Aurora, COWe hear orthodontists complain about not being able to get their patients back for final records. Quite frankly, we are still determining what all the fuss is about. First, patients are told from the onset what peripheral costs will be involved, and one of those costs is before and after records.
We use a professional, outside laboratory for all our x–rays and photos. The patients pay the laboratory directly for all records.
When the debonding day is near, three appointments are scheduled—all on the same day. The braces come off in the morning, the client goes to the lab for the records, and the retainers are placed in the afternoon. The clinical technician who makes the retainers is blocked out with the notation "SAME DAY" so that she has uninterrupted time in which to make the appliances.
The debonding day becomes one of celebration. In the couple of hours between appointments, the family is encouraged to take the patient out for a special luncheon or some other treat. Compliance is 100%.
Brenna, Mary, Carol, and John
Office of Dr. John Cavanaugh
Phoenix, AZDear Hummingbirds,
Did you know that Motorola sets aside 2–1/2 percent of its wages for training? They estimate that to stay competitive, they'll have to double it in the next ten years.
Sharon Winn
Bainbridge Island, WAVision
Striving to create an atmosphere of love and harmony by working out misunderstandings before they become problems. Treat our co-workers, and patients respectfully and kindly, and always provide professional orthodontic care. I will live with integrity and honor, putting others before myself.
Purpose
To provide quality orthodontic care with love, care, and compassion in an atmosphere that is enriching to both our patients and our staff.
*The staff of Dr. Gerald Tarsitano created this vision. Each staff member submitted a sentence to create our new vision.
Dr. Gerald Tarsitano and the Staff
Carmel, CADear Karen and Staff,
The Houston Post business section features a local businessperson's success tip. I cut this out every morning and share the tip with my staff during the morning huddle. I then save the tips in a scrapbook that will be placed in the reception area. Keep up the good work.
Also, after all these years, my wife still says, "Karen said this," or "Karen said that."
Dr. David L. Skibbel
Houston TXDear Karen,
In order to keep current on our patients' vital statistics, we have an "update" sticker that is placed in the chart at six-month intervals. The six-month update is also a progress report to the patient and/or parent and gives them an opportunity to share their questions and concerns. We were amazed at how much parents appreciated this interim contact, and we will keep doing it as part of our routine. Communication is surely the key.
Dr. Mike Matlof
St. Louis, MOSand Oysters and Pearls
You have the power to influence all with whom you come in contact.
It is 5% ability and 95% determination in any endeavor.
In some way, change whatever is...to whatever you want it to be.
Great minds discuss ideas, mediocre minds discuss events and small minds discuss other people.
If you want your dreams to come true, don't oversleep.
Think globally—but act locally.
You can cure a person of almost any illness by just mentioning that its symptoms are a sign of advancing age.
Blessed are those who engage in lively conversation with the helplessly mute, for they shall be called dentists.
The three–day weekend was created because it is impossible to cram all the bad weather into two days.
If at first you do succeed, try to hide your astonishment.
If you don't have time to do it right, when will you have time to do it over?
Laughter is good for the office. Celebrate together.
How you treat and act toward each other is the basis for how you treat your patients.
Winning teams always serve and do more than expected.
When patients hear laughter in the workplace, they feel at home, accepted, and more willing to participate and cooperate.
Remember, there is no such thing as customer forgiveness.
Dawn Robinson, Appt. Coordinator
Office of Dr. Charles F. Bohl
Mukwonago, WI"I believe that a human being can do a lot himself to shape his life. For me, the most important thing is to work hard when I work and acquire all possible knowledge in my line of work... and then learn how to relax in between."
—Lauritz Melshio "Bits and Pieces"
Sharon Coble, Receptionist
Office of Dr. Leon Clendenen and Staff
Los Alamos, NMThis winter some members of our staff and their families have formed a ski club. We ski every week. It has been so much fun spending time with co–workers outside the office in a totally non–work related activity. I have made some new, special relationships with people I have known for a long time. It has really helped our work relationships too! If other offices have not tried something like this you should. It has been great! Thanks for the Nectar Connection, I read it over and over.
Kelli Breden
Office of Dr. Larry Roberts
Elkhart, INDear Karen and Crew,
Our team really looks forward to each Nectar Connection. It's a great example of how powerful networking can be.
Have other practices developed a statistical method for tracking loose brackets? Bracket failure is genuinely frustrating, and I'd like a method to compare our percentage of failure with the "norm."
Keep up the good work. I hope to see you in Atlanta in March.
Dr. David L. Drake
Tiffin, OH"The tax which will be paid for education is not more than the thousandth part of what will be paid to kings, priests, and nobles who will rise among us if we leave the people to ignorance."
—Thomas Jefferson
Dr. Paul N. Romanelli
Janesville, WIValentine's Day is always a special time for us to say "Thank you" and "We appreciate you" to our referring dental staff and school teachers. Schools receive three varieties of popcorn tied up with a heart ribbon and a note from us. Dental staff (not doctors unless female) each receive a red rose and a note from us. Just ask the florist to call ahead and ask for a staff count without letting them know why!
Susan Kiger
Office of Dr. Randall Moles
Racine, WIDear Karen,
We wanted to share one of our successful promotion ideas with your readers. At Christmas time we decided to take our better referrers something different than cookies/candy, so we decided to provide "lunch" for the dentist and his staff. We personally delivered the food and sang Christmas carols as we did. Although the doctors and their staff appreciated the food, they seemed even more impressed that we would come to serenade them!
If anyone else has good promotion ideas, please write to Hummingbird. We are open to any suggestions. Thanks!
Dr. Greg Jorgensen and Staff
Rio Rancho, NM"Hope... Is the nightingale that sings in the night..."
—Author unknown
Kent Chamberlin
Bainbridge Island, WAWe give an annual open house luncheon for our referring dental offices. It's held one day during the last week of October so that our office and staff are "decorated" for Halloween. We serve a simple buffet between the hours of 12 and 2 so that the doctors and their staff can attend during their normal lunch hour. It's been a great success and a fun way to meet new staff members as well as renew old friendships, and build those relationships.
Dr. John Monacell and Team
Sandston, VI"Things do not change; we change."
—Thoreau
We thoroughly enjoyed our first issue of the Nectar Connection. Thanks for including us!
Denise Spence
Office of Dr. Joseph LeCompte
Port Orange, FL -
Please let the Nectar Connection know how long your practice follows patients with lower bonded retainers. Additionally, how long do you monitor them before you release them to the general dentist?
Dr. Ron Champion
Modesto, CAEd. We will compile the information received and send it to those who participate.
A company that has fun, where employees lunch with each other, put cartoons on the wall and celebrates, is spirited, creative, and usually profitable.
—David Baum
(taken from Bits and Pieces, July 25, 1992)
Dr. Jim Karlowicz & staff
Dover, OHWe received Sports Illustrated for Kids in our office a few months back, and it’s been a big hit. Moms, Dads, and the kids have really enjoyed reading the different issues.
The magazine is designed especially for girls and boys eight and up. It’s full of spectacular pictures, great games, and lively writing, making for exciting reading.
To start your subscription, You can write Sports Illustrated for Kids, P.O. Box 830607, Birmingham, AL 35283-0607.
Ursula Corrado
Office of Dr. Philip Badalamenti
St. Clair Shores, MIDear Karen,
We enjoyed meeting you so much at the OMS Users Meeting. I am also looking forward to each edition of the Nectar Connection. It is truly inspiring.
I am enclosing a copy of a poem that one of our patients' fathers gave to me. I have had it attached to the bulletin board at my desk ever since. It inspires me in my relationships with our patients and my own children. Hopefully, it will do the same for one of you.
But this is how it went:
“I got two A’s,” the small boy said.
His voice was filled with glee.
His father proudly said, “That’s great;
I’m glad you belong to me.”“Mom, I’ve got the dishes done,”
The girl called from the door.
Her mother smiled and softly said,
“Each day I love you more.”“I’ve mowed the grass,” the tall boy said,
“And put the mower away.”
His father answered with much joy,
“You’ve made my happy day.”Children deserve a little praise
For tasks they’re asked to do,
If they’re to lead a happy life,
So much depends on you.Carolyn D. Jordan
Office of Dr. Jene Jordan
High Point, NCI have a mental way to eliminate worrying. Write down your worries on a piece of paper and pin them up on a “Worry Wall” so you know where to find them. As long as they’re there, you do not have to keep them in your mind, and you can go there anytime you feel the need to begin “worrying” again. After you’ve done this for a while, you will also begin to see all those things you “worried” about for nothing.
Jim Lussier, Administrator
St. Charles’ Medical Center
Bend, ORWe have two bulletin boards in our office devoted to patients. One is filled with patients in the news, and we fill the other with Polaroid photos of our debond patients. The kids and parents love to look at these!
Mary Karges
Office of Dr. Michael Badel
Sun Valley, IDSome people have the eyesight of a hawk but the vision of a clam.
A huge "thank you" to Karen Day for recommending one of the best books I have read recently. Body and Soul by Anita Roddick is a wonderfully inspiring story of Anita's career and personal life as she borrowed $7,000 to found The Body Shop, a natural products cosmetics company that tells customers the truth about what cosmetics can—and cannot—do.
Anita built a chain of 600 shops, created a successful franchising system, and finally went public. But this is not a conventional autobiography or business book. Her philosophy of life is built on being a successful businessperson, making money, and using that money to instigate social change. One of her biggest accomplishments is the initiation of cottage industries in the Amazon to help save the rainforest.
In the introduction, Anita explains, "In business, as in life, I need...to have a sense of family, to be part of a community, to feel constantly the thrill of the unexpected. I have always wanted the people who work for The Body Shop to share those feelings." One cannot help but wonder what each one of us could do in the world if we realized, as Anita Roddick does, that "there are no limits to our family, no limits to what can be achieved."
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAYou may have heard of the book "Sailing, a Dictionary for Landlubbers," which defines sailing as " the fine art of getting wet and becoming ill while slowly going nowhere at great expense."
We leave tomorrow for Puerto Angel and beyond, but I will leave you with this message from Jane Harrison:
"To be meek, patient, tactful, modest, honorable, brave, is not to be either manly or womanly; it is to be humane.”
Lori Garland-Parker
Consultant for Clinical Skills
Hummingbird Associates
(On an 18-month cruise)This idea has encouraged our staff to write notes to patients after their appointments. This is appreciated by the patients and is another way of showing them how much we care.
HINTS FOR NOTE WRITING
Dear ______
I just wanted to let you know that I’m proud to see how well you’re coming along. Your cooperation has been so helpful. Keep up the good work!
Dear ______
You are doing so well with your (appliance/elastics/etc.) that I wanted to give you a pat on the back. Keep up the excellent work!
Dear ______
I want to commend you on your excellent brushing. The work you’ve put into it is noticeable and very important. Keep up the superb work!
Dear ______
Your brushing has improved so much, and I wanted to encourage you to keep up the great work—it really shows!
Dear ______
Thank you for being such a great patient. It is so pleasant to work on a nice person like you.
Dear ______
We appreciate your cooperation. Having patients who show up on time to all of their appointments is so helpful for us to keep on time, and we are really thankful.
Dr. Bill Barton
San Diego, CA“Great things are not done by impulse but by a series of small things. And great things are not accidental but must certainly be willed.”
—Vincent Van Gogh
Sounds like Van Gogh was speaking about orthodontics! The newsletter is always entertaining and informative. We are looking forward to the next issue.
Dr. Kay O’Leary and the staff
Port Charlotte, FLI enjoyed the April 1992 issue of the Nectar Connection. I have also enjoyed sharing it with my staff and our patients, so please keep sending us your future issues.
Here are two thoughts for inclusion in your next issue:
1. I sometimes use the following quote if a question about the cost of treatment comes up, “I’d whole lot rather explain the price than apologize for the quality.”
—Jimmy Dean
2. We all occasionally need to be reminded of the following. “Work is supposed to be hard, so they pay us. If it were Club Med, we’d have to pay them.”
I look forward to making further contributions to the Nectar Connection.
Dr. Anoop Sondhi
Indianapolis, ININ CASE YOUR WALLET IS LOST OR STOLEN...
Suppose you are away on a vacation or business trip, and your wallet or purse is stolen or lost. On top of the concern and anxiety this causes, you will have to take time to replace all of the items. Here’s a tip that might at least reduce the strain. Take the contents of your wallet or purse—charge and credit cards, driver’s license, passport, and whatever else you carry with you. Place the entire lineup on a photocopy machine. Photocopy the contents all at once. (You may need two photos.)
This way, if your wallet is lost or stolen, you will have a guide to what is missing, so that credit card issuers and others can be notified quickly.
Dr. Dave Turpin
Auburn, WA“Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it’s the only thing that ever has.”
—Margaret Mead
Peace and Joy,
Diane Gilman
Bainbridge Island, WAHi, Karen,
Thanks for sharing the Nectar Connection; we are all enjoying the pearls of wisdom.
“It takes less time and effort to train people properly than it takes to patch up the errors created by lack of proper training.”
A clinical and reception procedure manual, in conjunction with video tapes, really helps. During training, have the new staff assigned to an experienced staff member.
Best personal wishes,
David Kennedy and staff
Vancouver, BCOur most recent bulletin board features ten celebrities' smiles (mouth and nose) and allows our patients to guess “Who’s Who in the World of Smiles?”
The pictures were copied from the covers of magazines (from any good copy center, e.g., Kinko’s).
Our patients and their parents enjoyed matching the photos with the correct names.
We are always interested in new ideas for our bulletin board. Please send in some of your favorites.
Dr. John Marx
Madison Heights, MIHi, Karen,
Dr. Stephanie Bryant Whitehead shared this with me a few years ago, and we love to give it to our patients when they finish their treatment:
“Simple tasks, faithfully done and persisted in, bring their reward and are the mosaics being laid in the pavement of success.”
Dr. Moody Alexander
Dallas, TXTo be placed on the bathroom mirror:
“I will eat like a pig no more......forever.”
Dr. Mike Monroe, 92’
(Dieter’s name may be substituted here)
Aloha, ORContests are terrific, but take care when planning your next one to ensure the odds of winning are better than the state lottery. Your office will be ahead, and patient enthusiasm will be higher if everyone wins. Participation is what you want, whether it’s improved oral hygiene or a “name our newsletter” contest. Prizes range from helium-filled mylar balloons to travel toothbrushes. Most people will appreciate any “freebee” because we all like to win! Taylor Hicks’ office in Prescott, Arizona, has come up with a surprising array of contests, from matching photos of staff members to pictures of their pets to matching baby photos to images of the staff at work. They even fill giant jars with disposable toothbrushes or rubber bands and invite the patients to count the items in the jar! The patients are constantly looking for what they can participate in next!
You heard about the man who swam 22 miles of the English Channel, then said, “I can’t make it,” and swam back. (The channel is 26 miles.)
Persevere!
Thomas Pettepiece
Seattle, WAI want to recommend Robert Fulghum's All I Need to Know I Learned in Kindergarten, a small book that applies to groups as well as individuals.
It is a wise, thoughtful, yet amusing look at some basic rules that apply to all of us, no matter who, what, or where we are. It reminds us that our complex lives are, at the same time, very simple and basic. Our kindergarten teachers would be pleased to know that we still remember the importance of washing our hands, not fighting, and picking up after ourselves. This book is an entertaining reminder about how we treat our world and others.
Sally Bledsoe, Receptionist
and Office Coordinator
Office of Dr. Riley K. Hayashi
Fresno, CAThe welcome saying on our bulletin board is:
“Reach for the sky, and it will emBRACE you.”
Dr. Lawrence Harte
Sparta, NJTRY
To be so young that nothing can disturb your peace of mind.
To talk health, happiness, and prosperity to every person you meet.
To make all your friends feel that there is something worthwhile in them.
To look on the sunny side of everything and make your optimism come true.
To always wear a cheerful countenance and to have a smile ready for every living creature you meet.
To give yourself so much time to improve yourself that you have no time to criticize others.
To be too large for worry, too noble for anger, too strong for fear, and too happy to permit the presence of trouble.
To think only of the best, to work only for the best, and to expect only the best.
To forget the past mistakes and press onward to greater achievements in the future.
—Author unknown
Dr. Wayne Garrett
Albertville, ALThe following is an Arabian Proverb taken from Profiles by the Sweezey Group:
He who knows not and
knows not he knows not,
he is a fool — shun him.He who knows not and
knows he knows not,
he is ignorant — teach him.He who knows and
knows not he knows,
he is asleep — wake him.He who knows and
knows he knows,
he is wise — follow him.Diane Sweezey
Seattle, WAWe are in a precarious time when vision is lacking in many areas. While many attempts are being made to bring forth new ideas, systems, and even a new world order, the general populace lacks an inspiring new vision to bring about rapid, positive change. Perhaps this vision must start with each of us and come from within.
A unique publication, In Context, is doing an excellent job working toward this end. We encourage anyone who may be so inclined to fill out the form to subscribe and support this excellent magazine.
The sustainability movement offers the world some of the best reasons to hope for a positive future. Following is an excerpt from an article by Robert Gilman, Editor In Context magazine, No. 25.
CHARACTERIZING THE MOVEMENT
Sustainability: While the word is a mouthful, it refers to an ancient and straightforward concept—the ability to keep going over the long haul. As a value, it refers to giving equal weight in your decisions to the future and the present. You might think of it as extending the Golden Rule through time so that you do unto future generations (as well as to your present fellow beings) as you would have them do unto you.
Many traditional cultures hold this value very firmly. For example, in their councils, the Iroquois and other Native American groups require that each decision be evaluated by asking, “What impact will this have on the seventh generation from today?”
We humans have grown in number and power to the point where we control the destiny not only of our own species but also of the millions of others with whom we share this relatively tiny globe. This recognition that the unsustainability of present-day societies and institutions is a global crisis is central to the sustainability movement.
Whole-systems thinking: The second key concept is " whole systems,” which involves a keen awareness of the importance of interconnections, relationships, consequences, and feedback loops.
Humane and biocentric focus: People in the sustainability movement value humans and non-humans equally. We resist the temptation to pit humans against nature and are often just as interested in economic fairness and human rights as we are in environmental well-being.
Learning and innovation: Closely associated with the movement’s whole-systems perspective is its high value on education and innovation as a response to problems rather than critique and complaint.
Leadership and partnership: These qualities work to break down artificial barriers and create partnerships. Like catalysts, we seek leverage points or bottlenecks where a little effort can set processes in motion that have beneficial, system-wide effects (citizen diplomacy is a good example of both strategies).
Spirituality: The movement includes a tremendous diversity of spiritual orientation, from active members of various traditional religions to free thinkers.
ON THE HORIZON
During the 1980s, most of the people in the sustainability movement worked quietly on the outside, putting their energy into developing alternatives in education, agriculture, business organization, and energy use; building citizen diplomacy with the Soviet Union; tracking the deterioration in the natural environment; and drawing up plans for redesigned communities, cities, and entire economies.
Today their perspectives and innovations are becoming mainstream at a dizzying pace. To cite just a few examples, the U.S. Department of Agriculture is now giving its blessing to ”sustainable agriculture,” the World Bank now supports the idea of “sustainable development,” and it looks like the U.S. Department of Energy is about to make energy efficiency the cornerstone of its new energy policy!
To those of us who still subscribe to the belief that we should strive for perfection in every task we undertake, consider this wise piece of time-management advice: “Don’t go for perfection in everything you do, only in the tasks that matter.” Perfectionists often get bogged down in minutiae. They also procrastinate because they are afraid to advance and risk doing anything short of perfect. They also annoy co-workers because they are too picky and inflexible. In short, perfectionism saps energy, steals time, and stands between you and your well-being.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WA 98110We initiated a carbon retention form to communicate more explicit retainer instructions to our patients. This form gives instructions for each retainer and general information about wearing and cleaning their appliances.
The instructions are updated each time we check their retainers; one copy is given to the patient, and one copy goes into their file.
We would be happy to share a copy of this form with any office that finds it helpful.
Dr. Jim Slack and staff
Spokane, WAI have hundreds of stories, quotes, and inspirational messages taped on the wall right in front of my desk. Sometimes, when I am feeling low, stupid, or unhappy, I read through them, and they never fail to perk me up. I will certainly add some of the good ones I have read to the Nectar Connection. Thanks!
“Money is like manure. If you spread it around, it does a lot of good. But if you pile it up in one place, it stinks like hell.”
—Clint Murchison, 1961
In matters controversial
My perception’s always okay,
I always see both points of view
The one that’s wrong and mine.
Dr. Susan King
Atlanta, GA“It is not what you do in life that you will later regret, but what you fail to try.”
—Anonymous
“The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack of will.”
—Vince Lombardi
“As we grow wise, the task becomes one of finding the subtleties underlying the simplicities.”
—Anonymous
John Ottley, Executive Director
Southern Association of Orthodontists
Atlanta, GADear Karen,
For many years I’ve had this hanging over my desk. I don’t know who the author is or even where I found it. I hope someone else likes it as much as I have.
WHAT’S IN A WORD?
A CARELESS WORD MAY KINDLE STRIFE.
A CRUEL WORD MAY WRECK A LIFE;
A BITTER WORD MAY HATE INSTILL,
A BRUTAL WORD MAY SMITE AND KILL.
A GRACIOUS WORD MAY SMOOTH THE WAY,
A JOYOUS WORD MAY LIGHT THE DAY,
A TIMELY WORD MAY LESSEN STRESS;
A LOVING WORD MAY HEAL AND BLESS.
Jo Ann Pinnock, Financial Secretary
Office of Dr. John Coombs
Carson City, NVHi, Karen,
Enjoyed the latest edition of the Nectar Connection.
One of my favorite sayings is, “The road to success is always under construction.”
Another is, “I’m not sleeping, I’m thinking with my eyes closed.”
Best regards,
Dr. David Skibell
Houston, TXDear Karen,
Sue and I really love the Nectar Connection, and I hope this idea qualifies us for the next issue!
We always have made toothbrushes available at no charge to our active patients whenever they needed one. Now we ask them to make a small donation (suggested 50 cents) to a charity we designate each quarter.
Last quarter, we sent a check for $143.00 to the American Cancer Society in our patients’ names. This quarter, we’re working for “Jerry’s Kids,” Muscular Dystrophy.
Hope all is well with you.
Mike and Sue Matlof
St. Louis, MOQuote from Dale Carnegie:
“You can make more friends in two months by becoming interested in other people than you can in two years by trying to get people interested in you.”
Thanks for sending the Nectar Connection. I really enjoy the read.
Dr. Vic Sands
N. Hollywood, CAKaren, my dear friend,
Well, I just chuckled and chortled my way through a great combination: adventuring through the pages of the Nectar Connection while sipping hot tortilla soup on a wet and drizzly day. My sluggish motor got a jump start, and I’m ready to take on the world again... which today is the stack of bills on my desk!
Seriously, after reading the Nectar Connection, I felt so reconnected to humanity; it inspired me to send you a favorite story, this version from Tom Crumm’s The Magic of Conflict.
“And the Lord said to the Rabbi, ‘Come, I will show you Hell.’
They entered a room where a group sat around a huge pot of stew. Everyone was hungry and desperate. Each held a spoon that reached the pot but had a handle so long that it could not be used to reach their mouths. The suffering was terrible.
‘Come, now I will show you, Heaven,’ The Lord said after a while.
They entered another room, identical to the first—the pot of stew, the group of people, the same long spoons. But there, everyone was happy and nourished.
‘I don’t understand,’ said the Rabbi. ‘Why are they happy here when they were miserable in the other room, and everything was the same?’
The Lord smiled. ‘Ah, but don’t you see?’ he asked. ‘Here they have learned to feed each other.’”
This is what you are doing, my dear friend... inspiring us all to feed each other. Now if I could only feed you some of this hot tortilla soup!
Marguerite Fiero
Greenbank, WAOne of my favorite sayings comes from a person I have admired as a “Class Act” — Former coach of the Dallas Cowboys, Tom Landry.
“The quality of a person’s life is in direct proportion to his dedication to excellence.”
We are fortunate to have many “Class Acts” in our chosen specialty in Dentistry.
Dr. DeWayne B. McCamish
Chattanooga, TNTrivia Tidbits
Congratulations, Coralyn Steel at Greeley Orthodontic Center! She was the first to send in the correct answer to the last Nectar Connection trivia question, Anna’s Hummingbird. The first correct response to our trivia questions merits a prize, so Coralyn, your award was mailed out. I hope you enjoy it! Congratulations!
On to the newest trivia question, a two-parter. These may be a bit harder, so stretch those wings of your imagination and soar...
What is the common name for the Apodiformes trochilidae, and what is its most prominent feature?
Suzanne Fransen
Hummingbird Associates
Bainbridge Island, WA“One of the fragile qualities of leadership is success. Success can expose us to dangerous consequences. This is a paradoxical claim about something we all reach for, yet it is true. Everybody battles for success, yet too few people know its profound impact. Success tends to breed arrogance, complacency, and isolation. Success can close a mind faster than prejudice. Success is fragile, like a butterfly. We usually crush the life out of it in our efforts to possess it. Leaders are fragile, too... precisely at the point of their strengths, liable to fail at the height of their success.”
—Quote from Leadership Jazz
Dr. John Parker
Monroe, LAA successful team is a group of many hands but of one mind.
Donna Beaver
Office of Dr. Bill Robinson
Sherman, TXDear Karen,
I very much appreciate your Nectar Connection, so I propose these words from Paul Claudel, the well-known French writer:
“What is simplified is wrong, and what is not simplified cannot be understood...”
I hope my English adaptation is correct enough. I send you, dear friend, all my best regards.
Dr. Georges Skinazi
Paris, FranceWhen staff members fail to do their jobs, they are either incapable or not motivated. To find out which, ask this question: If the person’s life depended on doing the work, could he or she do it? If the answer is “yes”, that person is not motivated. If the answer is “no,” the employee is not capable.
We just received our copy of the Nectar Connection and found some very good ideas and great thoughts for the day! We had the entire staff and doctor go to a local photographer to have their pictures taken. We then had each one framed. We have them on a wall behind our reception station with each employee’s name and title. Our patients and their parents have enjoyed looking at the pictures. Sometimes a patient or parent is not familiar with who’s who. Now, all they have to do is look up on the wall, and they can place the name with the face.
Vicky Casares
Peter W. Worth, DDS, Inc.
Orangevale, CAParticipation in life is the key!
Humor is second.
Since I’m so busy, please allow me to add humor to your Nectar Nougats.
As I contemplate the mysteries of life,
in my spare time while anxiously awaiting
the birth of my fifth child, I wonder...
and that’s about as far as I get.
Dr. Hugh Phillis
Nashua, NHThe book “How to Win Customers and Keep Them for Life” by Michael Le Boeuf is an excellent source of ideas for improving patient relations and treatment plan presentations.
Dr. William Trepp
Pasadena, MDNectar Connection—
Enjoyed your last issue and hope to hear from you soon.
Momentum
Once you are moving in
the direction of your goals
nothing can stop you.
—Unknown
Dr. Herbert H. Hughes
Herndon, VASix Steps to Greater Self-Esteem
1. Accept yourself as you are and take advantage of the talents and abilities you possess.
2. Look inside yourself–not to the outer world to recognize a job well done.
3. Discard the myth that you should be perfect in every way.
4. Participate in activities and projects that you enjoy.
5. Avoid being too hard on yourself.
6. Take chances!
Wendi Strange
Office of Dr. Paul R. White
Richmond, VAFollowing is a great, great quote concerning excellence in any endeavor of life.
I thoroughly enjoy your Nectar Connection. Keep up the great works. It does make a difference to take action in life.
“In front of excellence the immortal gods have placed sweat, and long and steep is the road to it, and rough at first.”
—Hesoid as quoted in “Runner’s Log” 1987
Dr. Ken Albinder
Chesapeake, VADear Karen,
I enjoyed reading the contributions to the Nectar Connection. Thank you for keeping us on your mailing list.
I appreciate your contribution to the success of our Morgan Hill practice. Without your encouragement to be here full-time, I might still be commuting between two offices. That is an awful thought! Thinking of this reminded me of a statement Howard Stevens made regarding consultants. “Get the correct outside help, and be selective about it. You are not going to be able to do it on your own. You haven’t been trained that way.”
Thank you for getting me started down the path we are now on.
Best Wishes,
Dr. Ronald J. Mackley
Morgan Hill, CAI always wanted to use an exit poll evaluation after we completed an ortho case, but I was afraid. We’ve tried it, and the results have been positive and helpful.
Dr. Roger Vissen
Virginia Beach, VA 23451Dear Hummingbird,
I work for Dr. Abedon as his office manager. I am 18 and will be a freshman in college this fall. I thoroughly enjoy reading your newsletter each time it comes. The many quotes are very inspiring. In May of this year, I was asked to give a speech at my graduation (since I was valedictorian. I used a quote I found in your newsletter in my remarks. It was The Station by Robert Hastings. Many thanks to whoever submitted that quote and to you for your fabulous newsletter. Keep up the excellent work.
Sarah Vanderhill
Office of Dr. Michael Abedon
Arlington, MAWe should all hope for
Health
Wealth
Happiness and the
Time to enjoy all three!
Brenda Shreve, Office Manager
Office of Dr. Harry L. Geiger
Jacksonville, FL(I enjoy your newsletter very much.)
This might be helpful if you, your doctor, spouse, or co-worker worry unnecessarily.
40% of worry time is spent on THINGS THAT NEVER HAPPEN;
35% on THINGS THAT CAN’T BE CHANGED;
15% on THINGS THAT TURN OUT BETTER THAN EXPECTED;
8% on USELESS, PETTY WORRIES...
and on 2% on things that worrying can improve!
Betsy Guisewite
Office of Dr. James KrumholtzMaking a Living - Is What You Get
Making a Life - Is What You Give
“Orthodontics is Looking Better”
Sign on Office:
We’re on Your Way to a Healthy Smile
Dr. Robert M. Rubin
Norfolk, VAWhenever a team member grows unhappy with her job or is just “going through the motions, " I meet with them to let them air their feelings. A disgruntled or unproductive team member is being unfair to themselves, the other members of the team, and our practice. I always end our talk by giving them the quote my father kept on his desk. I ask them to read it, digest it, and think about it, and if they can’t agree 100% with it, then it’s best for all if they remove themselves from our team. Here’s the quote:
LOYALTY
“If you work for a man, in heaven’s name, work for him; speak well of him and stand by the institution he represents. Remember, an ounce of loyalty is worth a pound of cleverness. If you must growl, condemn, and eternally find fault, why–resign your position and when you are on the outside, damn to your heart’s content–but as long as you are part of the institution, do not condemn it; if you do, the first high wind that comes along will blow you away and probably you will never know why.”
—Elbert Hubbard (1907)
Dr. A. Joel Gluck
Nashville, TNP.S. Be sure and document your visit with this team member.
To help meet the economic goals of our office, we have given our team members who order access to the office-specific budgets* based on our P/L statements. This controls overspending and helps establish real priorities.
*1) office supplies $/month
2) professional supplies $/month
Dr. Michael A. Harrison
Sumter, SCDear Karen,
I just finished reading a book I can highly recommend to any father of young children. It’s called, The One Minute Father by Spencer Johnson, M.D. It’s for all those who want to do it better than their fathers did. I found hope in those pages.
Dr. Ken Greenbaum
Salem, ORKaren,
“The race for quality knows no finish line.”
—Anonymous
“The pessimist sees the difficulty in every opportunity, and the optimist sees the opportunity in every difficulty.”
—A. Lincoln
“Don’t sweat the little things–what are the little things? You are born–you die–everything in between are the little things.”
—Rosita Perey
Best,
Dr. Art Dugoni
Dean, University of the Pacific School of Dentistry
San Francisco, CAOur favorite quote of Dr. Wayne Dyer’s:
“If you advance confidently in the direction of your dreams,
And endeavor to live a life that you have imagined,
You will meet with success, unexpected in common hours.”
Office of Dr. Byron J. Round
Torrington, CTHappiness is not having what you want.
It is wanting what you have!
Thanks,
Dr. Larry Garabedian
Cupertino, CA“The most completely lost of all days is the one in which I have not laughed.”
(research, is this by Goethe?)
Paula Pennell
Office of Dr. Keith Hilliard
Lakeland, FLHi!
Enjoyed the July ’92 issue of Nectar Connection.
Something that has been great fun in our office has been collecting the annual yearbooks of the junior and senior high schools in our area in our waiting room.
We now have collections going back 25 years, and it is exciting when one of our patient’s mothers shows her son or daughter her own high school picture in the yearbook.
Dr. Herbert Napell
Concord, CAThank you for the Nectar Connection. Our family and staff enjoy it immensely. I wanted to share our Rotary International “4–Way Test " for use in our profession and in all aspects of life.
1) Is it the truth?
2) Is it fair to all concerned?
3) Will it build goodwill and better friendship?
4) Will it be beneficial to all concerned?
Thank you again,
Dr. John H. Coker, Jr.
Fredericksburg, VAThis was given to us by a G.P.
“Another interesting table in the Massachusetts survey indicated that GPs derived 1.1% of their incomes from 1.65% of their time spent on orthodontic procedures. It may not seem like much, but there is almost a 50% differential. If GPs were aware of the unprofitability of the orthodontics they do, they might look for other ways to supplement their incomes. Implantology and cosmetic dentistry are potentially more profitable and appear more suited to a general dental practice.”
Office of Dr. Landucci
San Mateo, CA“Our words to others should be like a silver box with a bow on top.”
Kim Fisher
Office of Dr. Larry Roberts
Elkhart, INAn overview of the trends in orthodontics for the first six months of 1992:
When the figures for the offices participating in the Hummingbird Numbers Analysis for the first six months of 1992 are compared to the figures at the end of 1991, a slight downturn in dollars and starts is indicated. However, the third and fourth quarters typically outperform the first two quarters, so the situation will probably reverse itself by year-end.
Specifically, the conversion start rate was 56% in 1990, 58% in 1991, and is now down to 53%. The rate of practice growth slowly fell from 107% in 1990 to 106 %in 1991 and 102% so far in 1992.
The average monthly exams were 35 in 1991 and 34 by the second quarter of this year. The average monthly full case starts also fell during that same period from 13 to 12.3. However, average monthly charges are down only $1000 (from $63,152 to $62,176), probably due to fee increases. Average monthly collections are up an average of $3,000 from 1991 to the end of the second quarter of 1992.
Unfortunately, delinquent dollars as a percentage of accounts receivable have also risen sharply. This ratio was 3.96 in 1991, and it is 4.20 after the second quarter of this year.
Some ratios show improvement, such as collections per staff hour. This figure was $57 in 1990, $59 in 1991, and $64.60 this year. As might be expected, as efficiency went up, the salary overhead percentage went down from 19.55% in 1990 to 19.74% in 1991 to 18.90% so far this year. A/R to Charges is also improving, from 7.77 in 1990 to 7.23 in 1991 to 6.83 in the second quarter of 1992.
Better scheduling has resulted in an improved ratio of patients seen per orthodontist hour, from 6 in 1991 to 6.96 in the first quarter of 1992 and 6.43 in the second quarter of 1992. Charges divided by starts are also up as fees go up, from $2,434 in 1990 to $2,547 in 1991 and now $2,674 in 1992.
How do your numbers compare to the averages?
Karen Moawad
Hummingbird AssociatesNote from Editor: IT IS AMAZING HOW DIFFERENT THESE NUMBERS ARE NOW IN 2024.
Enclosed you will find a quote Dr. Badalamenti thought might be helpful in the Nectar Connection:
“Today, you are where your thoughts have brought you; tomorrow you will be where your thoughts take you.”
—James Allen
Ursula Corrado
Office of Dr. Philip Badalamenti
Clair Shores, MIHaving a bad day? Remember this–
It only takes a moment to change your attitude...
And in that moment, you can change your entire day.
—Unknown
Thanks for the newsletter!
Molly Lofton
Office of Dr. David L. Drake
Tiffin, OHSometimes life is ridiculously simple. I lost fifteen pounds, and men want me again. I can see it in the way they follow my movements, not just with their eyes but with their whole bodies, the way they lean into me until they almost topple over, the way they always seem to have itches on the back of their necks. And I’ll admit this: I am collecting them like gold-plated sugar spoons, one from every state.
From Cowboys Are My Weakness
By Pam Houston
Submitted to the Nectar Connection
by Patricia Miklautsch
Woodside, CADear Karen,
The Nectar Connection is excellent!
Joy Pays Off
“No profit grows where there is no pleasure ta’en.”
—Shakespeare, The Taming of the Shrew
Aristotle said, “Pleasure in the job puts perfection in the work.”
Dr. Richard Risinger
Glastonbury, CTDear Nectar Connection,
We have enjoyed this network of info very much. It’s a treat to read. My thought to add is my life’s motto:
A good laugh heals many hurts. The real mark of an individual is not how far or how fast he runs from his problems but how he meets, faces, and overcomes them. Remember–laughter is a gift waiting for us on the other side of our sadness.
Thanks for letting us contribute to the Nectar Connection.
Robin Ezekiel
Office of Dr. Keith Sellers
Charlotte, NCOur office has a postcard contest during the summer. It’s a fun way to involve our patients and an effective marketing tool.
We put up a giant postcard advertising the contest in our reception area. We tell the patients to send us a postcard from wherever they go during the summer, even if it’s just to Grandma’s across town. We award prizes for the most scenic, original, and humorous. We display the postcards as they come in during the summer on a large bulletin board by the treatment bay. This year, we received cards from Australia, Hawaii, Paris, and even Africa. We award T-shirts to the top three winners and give small gift certificates for McDonalds to all who enter.
The kids really enjoy looking at and reading all the postcards that come in and seeing theirs displayed.
Margie Eshelby
Office of Drs. Don and Jeff Thompson
Overland Park, KSDear Hummers,
I feel “consulting” is challenging because the important things can’t be said, nor can the real questions be answered.
“Only with the heart can one see rightly; what is essential is invisible to the eye.”
—Antoine de Saint-Exupery
John Parker
A FriendOffice Leasing Update for Nectar Connection Friends
Due to the increase in the national average of office vacancy, now is an excellent time to obtain additional economic lease concessions from your present landlord.
We have represented many clients in negotiations with their current landlords and the time remaining in their lease contracts to either restructure the current rental rates, secure an extension of the current lease term, and obtain additional economic concessions from the landlord to retain the tenant’s occupancy.
This is something to consider, and perhaps you should “test the water” with your current landlord.
Stan M. Osofsky
Mark Leigh Associates, Inc.
San Francisco, CAEd: Mark Leigh Associates are experts in office leasing. We appreciate their insight.
As everyone is well aware, communication is one of the keys to success in orthodontics. This includes communication with staff, patients, and parents. Since communication with parents is often impaired by their absence, we have developed what we call the ORC (orthodontic report card). The ORC is a postcard that can be quickly completed and mailed to the parents to inform them of treatment progress, problems, and concerns.
The ORC has five boxes which can be checked and filled in:
Brushing is _________________
Rubber band wear is _________
__ Broken appliances are a problem.
Headgear wear is ____________
Other_______________________
Following the completion and mailing of the ORC, a note is made in the chart: “ORC sent.” Progress reviews are provided, at least annually, as oral and face–to–face supplements and to reinforce information provided with the ORC message. This small pearl has proved helpful in ensuring continuity of communication.
Dr. Gerry Phipps
Spokane, WA“We are not human beings who are having a spiritual experience. We are spiritual beings who are having a human experience.”
—Pierre Teilhard de Chardin (a Jesuit priest)
Thanks for The Nectar Connection.
Dr. Hal Cohen
Hanover, PAThere is little we do in our office that is more important than building relationships with our patients and making them feel special. One idea our assistants came up with and enjoy implementing is to send a note to a patient they’ve worked with that day. Each assistant can usually write 4–5 notes each day in her spare time (usually during a failed appointment or at the end of the day), and she usually will choose to write to a patient needing special encouragement or deserving praise. We use fun stationery (“Current” catalogue is great), and patients, especially kids, enjoy the extra attention.
Dr. Mark Joiner
Santa Cruz, CAEd. The 800 # for ordering the free Current catalog is 1-800-525-7170.
Love is a place
and in that place of love, live
(with brightness of peace)
all places.
Yes, is a world
and in that world of yes, live
(skillfully curled)
all worlds—e.e.cummings
Thomas Pettepiece
Seattle, WAWhen a patient misses an appointment in one office, the receptionist automatically assigns an appointment four weeks later at the office’s convenience. She sends the new appointment date to the patient on a postcard indicating that treatment will be extended another month due to the missed appointment and inviting the patient to call the office if the new appointment is inconvenient. If the patient calls to reschedule, a different appointment is not scheduled prior to the appointment on the postcard. This office has seen a significant reduction in “no shows.”
I couldn’t pass up this quote of my Dad’s:
Take care to get what you like, OR you will end up liking what you get.
Dr. Frank Hodges
Santa Rosa, CAIt is time to show the strength of water and flow away...To stand is to be crushed, but to flow out is to gather new strength.
How successful I would be if I could use the strength of water when I needed it, the purity of air, the solidity of earth, and the appetite of fire.
Jennifer Walker
Office of Dr. Tom Popp
Chattanooga, TNI have had a good rate of success inviting referring G.P.’s to breakfast. The meal is usually lighter and is served without delay.
Dr. Harold Bergh
Ridgecrest, CACharlie Ruff, an orthodontist in Waterville, Maine, has offered a free movie pass to any patient who brings his/her school picture to the office. The adolescent patients, learning about the idea while at the office, are so eager for the movie passes that they suggest to their parents that they remove their school photo from their wallets right then and there!
While working at the office of Big Brothers-Big Sisters, I saw this phrase:
“Practice random kindness and senseless acts of beauty.”
Example: The next time you are in a toll booth, pay for the ten cars following you.
Dr. Frederick L. Sputh
Lafayette, INEd. This quote was also submitted by Diane Gilman.
“In being occupied with earning bread for your children, never forget that a child does not live by bread alone.”
—From The Sentinel
A newsletter by Robins, Eskew, & Fromer CPAs
Dr. Robert Blake
Fayetteville, GAWe do not accept assignment of benefits in our office, and Karen asked me to send to the Nectar Connection what we attach to each insurance form we prepare at the beginning of treatment explaining our policy on the continuation of treatment forms to our patients:
“Information to Insurance Companies
Regarding Verification of
Continuing Treatment Forms
Since this is a legal contract between you and the insured which we are not part of, we do not sign any verification of continuing treatment forms for any insurance company. In the future, if these verifications are required, it would expedite benefit payments to the insured if your company would send the request to the insured so they may sign your form and attach copies of canceled checks or cash receipts for this verification.
If your form shows a space that implies the doctor’s signature is necessary for the insured to receive their benefits, please write NOT APPLICABLE in that space so the form is not sent to our office by the insured.”
Dr. Richard Boyd
Columbia, SC“The key to happiness is knowing your dreams; the key to success is making them come true.”
—Unknown
Kari Coonz
Dr. Warren Woods
Sandwich, MAAct as though it were impossible to fail.
—Dorothea Brande
Rebecca Holen
Hummingbird AssociatesGOLDEN RULES FOR LIVING
1) If you open it, close it.
2) If you turn it on, turn it off.
3) If you unlock it, lock it up.
4) If you break it, admit it.
5) If you can't fix it, call in someone who can.
6) If you borrow it, return it.
7) If you value it, take care of it.
8) If you make a mess, clean it up.
9) If you move it, put it back.
10) If it belongs to someone else and you want to use it, get permission.
11) If you don't know how to operate it, leave it alone.
12) If it's none of your business, don't ask questions.
13) If it ain't broke, don't fix it.
14) If it will brighten someone's day, say it.
15) If it will tarnish someone's reputation, keep it to yourself.
This has been hanging on my refrigerator for 10 years!
It was great seeing you. Hopefully, we'll have more time to chat soon.
Sue Matlof
Office of Matlof Wexler PC
Manchester, MODr. Ron Champion’s orthodontic office in Modesto, CA was expectantly (and anxiously) awaiting their first day on doctor-time scheduling. There had been much discussion about how well they would cope with the increased patient load. The day finally arrived, and Judy, the clinical coordinator, greeted everyone at the morning meeting with her cheerful smile and a special gift for each chairside assistant—a copy of the child’s book, The Little Engine That Could. At last notice, they were all click-clacking along fine!
From Life’s Little Instruction Book
“Never waste an opportunity to tell good employees how much they mean to the company.”
“Give your best to your employer. It’s one of the best investments you can make.”
“Take your dog to obedience school. You’ll both learn a lot.”
“Keep overhead low.”
“Keep expectations high.”
“Put the cap back on the toothpaste.”
“Sing in the shower.”
Dr. Kent Daft
Fair Oaks, CAOur office has enjoyed reading the Nectar Connection. The contributions are great. Here’s one that we like to model our winning attitude after.
How to Tell a Winner from a Loser
1. A Winner says, “Let’s find out”; a Loser says, “Nobody knows.”
2. When a Winner makes a mistake, he says, “I was wrong”; when a Loser makes a mistake, he says, “It wasn’t my fault.”
3. A Winner goes through a problem; a Loser goes around it, and never gets past it.
4. A Winner makes commitments; a Loser makes promises.
5. A Winner says, “I’m good, but not as good as I ought to be”; a Loser says, “I’m not as bad as many other people.”
6. A Winner tries to learn from those superior to him; a Loser tries to tear down those superior to him.
7. A Winner says, “There ought to be a better way to do it”; a Loser says, “That’s the way it’s always been done here.”
—Tulare-King Counties Dental Society
Office of Craig Davis
Rohnert Park, CAAt your next staff meeting, review all written instructional information given to patients and parents. Is the information up to date? Is the information consistent with your verbal instructions? Have all staff read the information, including front desk staff so that they can answer questions asked on the phone.
Carol Luemmen-Eaton
Hummingbird AssociatesWe recently placed a VCR in our reception area so we can show movies to the little ones who accompany Moms or Dads for brother’s or sister’s appointments. We also purchased four small chairs for viewing. This keeps the little ones occupied during extended visits.
Dr. Ray Fortson and the staff
I so much enjoyed the Nectar Connection. Issue 3 is the first one I saw, and I had so much to say that it would not fit on a postcard.
For the office that wanted to know how we deal with emergencies. find out if they can come right over. This way, you can weed out a few emergencies, as most will wait until their next appointment. Also, don’t consider them an interruption to your schedule because they are just as important as everyone else, and they can sense how you feel. It would also be good for you to allow some time in your schedule each day for “true” emergencies.
I have also been asked many times how we train new employees. There is so much to learn in an orthodontic office for someone who is not familiar with the terms. I believe it is important first of all to train “WHY” we do things or “WHY” it works. If they understand the “WHY,” it is much easier to teach them “HOW!”
A few words of wisdom:
Always dream and shoot higher than you know you can reach. Don’t bother to be better than your contemporaries and predecessors; try always to be better than yourself.
—Unknown
If you have a weakness, make it work for you as a strength. If you have a strength, don’t abuse it into a weakness.
—Dore Schary
The great thing in the world is not where we stand but in what direction we are moving.
—Oliver Wendell Holmes
I thoroughly enjoy the Nectar Connection. Keep up the good work!!
Barbara Hand, Office Manager
Greeley & Nista Orthodontics
Wilmington, DEKaren,
My daughter gave me this quote from A Father’s Book of Wisdom by Jackson Brown:
Be good to yourself. Be patient. Be kind. Be forgiving. After all, you’re all that you’ve got!”
Keep up all the good work—
Dr. Lee W. Graber
Kenilworth, ILFirst, we bought something with our office’s name on it (fluorescent pens). The patients love them.
We’ve also worked something out with a local miniature golf course to give a free game of golf to each of our braces patients. (We have “sponsored” a hole—Dr. J. tells patients to look for it when they go miniature golfing.) It works well for us and the golf course because no one ever goes miniature golfing alone!
Dr. Greg Jorgensen and the staff
Rio Rancho, NMWe send out post-treatment surveys to provide input on how that patient felt about his/her orthodontic treatment.
One of the nicest we received was from an adult patient who said that one of the most positive aspects of treatment was " the beginning of a perfect smile. I can honestly say this was the best investment I ever made.”
What a lovely result we get when shown to prospective patients contemplating treatment. We keep a book of all comments in the reception room (the greatest form of advertising).
Vicki Miller, Treatment Coordinator
Dr. P. W. Kuipers
Bloomington, MNHow much we enjoy what we have is more important than how much we have. Life is full of people who have more than they know what to do with but cannot be content. It is the capacity to enjoy life that brings contentment.
We enjoy the Nectar Connection! It’s a very uplifting newsletter. Keep it coming!
Dr. John Lude
Worthington, OHWe have an office policy called “The 24-hour Grievance Solving Policy.” We initiated it to encourage team building and conflict resolution.
If anyone feels upset about how they are treated or confronted on an issue, they have 24 hours to address the problem with the person(s) involved.
When we speak to each other, it is essential to use “I” messages and address the issue directly without hurting each other’s feelings.
This policy prevents minor concerns from building up into significant problems. It reduces stress and opens the door to better communication.
Dr. Frank Lo and the staff
Prince George, B.C.The Dilemma
To laugh is to risk appearing a fool.
To weep is to risk appearing sentimental.
To reach out for another is to risk involvement.
To expose feelings is to risk rejection.
To place your dreams before the crowd is to risk ridicule.
To love is to risk not being loved in return.
To go forward in the face of overwhelming odds is to risk failure.
But risks must be taken, because the greatest hazard in life is to risk nothing.
The person who risks nothing, does nothing, has nothing, is nothing.
He may avoid suffering and sorrow, but he cannot learn, feel, change, grow, or love.
Chained by his certitudes, he is a slave. He has forfeited his freedom.
Only a person who takes risks is free.
—Anonymous
Dr. Jeanne McDonald
South Portland, METhank you for the Nectar Connection.
“A friend is the first person who comes in when the whole world has gone out.”
—Author unknown
Agnes Schamber
Rapid City, SDDear Karen,
I just returned from a brief trip to Grand Teton and Yellowstone to visit Andy. Saw this appropriate quote while there:
“When we try to pick out anything by itself, we find it is hitched to everything else in the universe.”
—John Muir
Bunny Mitchell
Atlanta, GA“Success cannot be measured in terms of attainment of position or prestige. Success is the peace of mind that can be obtained only in knowing that you did the best to realize your full potential.”
—Wizard of Westwood
(Coach John Wooden)
Thanks, Karen, for the Nectar Connection. Great idea, and we appreciate you sharing it with us. Have a great day!
Dr. Peter Paulos
Salt Lake City, UTHi! Following is the copy from a little reminder we are sending with our statements this week.
FRIENDLY REMINDER
Now that school is about to start, we’d like to remind you that after-school appointments are reserved for SHORT APPOINTMENTS. LONG APPOINTMENTS, which include REPAIRS, are made during school hours. If some part of the appliance is loose or broken, please CALL to schedule the appropriate repair appointment. Even though you may have an appointment scheduled, it may not be adequate REPAIR time!
Someone wrote in the last newsletter about what ortho offices do with broken appliance emergencies. We appoint them between 8:15-12noon and 1:30-2:30. This way, they are done by the time the after-school short appointments arrive around 3:00. Most patients are very good with this plan, but, as with all rules, some are unhappy.
Keep sending the newsletter!
Lynn Rose, Office Manager
Office of Dr. William Patterson
San Ramon, CAHugh Phillis’ office in Nashua, NH, is now confirming recall appointments, which has improved their failure rate.
Many phrases of wisdom have graced the front of my refrigerator over the years, but only one has endured...
If you think you can, or
if you feel you can’t,
you’re right.
—Henry Ford
Dr. Michael Sheets
Corvallis, OR
WHAT IS A PATIENT?
A patient is the most important person in this office, either in person or otherwise.
A patient is not dependent on us. We are dependent on him.
A patient is not an interruption of our work; he is the purpose of it. We are not doing him a favor by serving him; he is doing us a favor by allowing us to do so.
A patient is not an outsider to our practice; he is part of it.
A patient is not a cold statistic—a name on a filing card or a ledger sheet. He is a flesh-and-blood human being with biases, prejudices, feelings, and emotions like our own.
A patient is not someone to argue with—nobody ever won an argument with a patient.
A patient is a person who brings us his needs. It’s our job to fill them with tender loving care and do so profitably—to him and ourselves.
Dr. Goodwin Thomas, Jr.
Rock Hill, SC“The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor.”
Dr. Cary Williams
Tampa, FLSure enjoy the Nectar Connection.
Here is a poem I wrote in 1983, which was published in a book of poems in 1984.
October Morning
A bright and crisp clear morning
With the grass white with frost,
I sit in my kitchen nook, looking out
On a beautiful sunny Sunday morn.
The leaves on the trees are bright
Yellow, red, orange, and rust in the sun.
Some are hanging on tight
While others are floating and dancing to the ground.
Thank you, God, for this beauty
You created for us to enjoy.
Help us each to pass on the sunshine
Of your love, peace, and joy.
Mary Woodward
Office of Dr. Larry Roberts
Elkhart, INLeaders create a culture for positive change.
This culture enables team members to feel the practice's purpose in their hearts, understand and connect with the vision, and identify with the opportunity.
Doug and Marlyn Young
Parker, COEd. Those of you who are aware of Doug and Marlyn’s dynamic work uniting dental teams in a true relationship will be glad to know that their son, Scott, has had a double lung transplant operation and is doing very well. Doug, Marlyn, and Scott, please keep us posted as Scott’s health improves.
When life gives you lemons —get out there and dance the “Achey Breaky”!
Lucy Jones Johnson, Ph.D.
Tucson, AZA RETAINER is a simple, sturdy, attractive device that people may wear around their wrists and ankles, on belts or belt loops, purse straps, school or gym bag handles, or anywhere that a Velcro strap can be fastened. It is a two-part nylon “wrist” band and a removable, washable, self-closing pouch. The pouch securely holds retainers during meals or any other activity where the appliance is removed from the mouth. Available in seven fluorescent colors with an identification label containing a personalized serial number and a toll-free telephone for nationwide lost-and-found service, packages of 10 are available to dental professionals at $4.95 for each retainer. Discounts are available for larger orders, and E. Lynn Miller and Associates will mail a free sample and more information to anyone interested. You can call them at (800) 677-0222.
Dr. Richard Boyd
Columbia, SCI am the newest member of the Hummingbird team. My job is to help you increase the efficiency and productivity of your lab, train personnel in the fabrication of all appliances, and work with the orthodontic assistant who helps you coordinate the treatment of your TMD patients. I am so enjoying my new role and look forward to meeting each of you at meetings or in your office.
Projects are good
to get people focused
and channeling their energy and inspiration.
But the real transformation
is one by one,
little step by little step,
increasing the energy
of every individual on Earth,
keeping people inspired and balanced...
—from What Everybody Already Knows
Jodi Peacock
Hummingbird Associates
Springfield, ILDear Karen,
I just finished reading my first issue of Nectar Connection, and you must be complimented on this inspirational idea!
A phrase your readers may find of interest that was shared with me years ago—
“I’d rather live my life wanting something I don’t have...
Then having something I don’t want.”
Dr. John Wm. Blangiardo
Plymouth, MAI recently received a letter from dear friend Winter Griffith, M.D., author of Complete Guide to Prescription and Non-prescription Drugs, who has been diagnosed with a malignant bone tumor and multiple myeloma. Winter, who has started radiation therapy, wrote of his disease:
“David Wilkinson, my good friend and minister, uses a simile which seems to fit perfectly into my present situation. It refers to flying aircraft (which I can readily identify with because of 75 hours of instruction many years ago). In times of crisis, a pilot who is lost goes through three progressive steps:
•Admits he is lost and in trouble
•Ascends higher to add safety and get better perspective
•Seeks help and follows help that is offered
•Signs, symptoms, and objective findings make it abundantly clear that I am lost and in trouble.
•I have headed up toward higher levels and larger rooms for better perspective and direction
•I will listen and follow.
I have already received assurance of a safe, soft landing into a different, wider dimension... The timing of the landing is relatively insignificant. So, don’t cry for me. Instead, celebrate with me the great life I have had and still can look forward to. I shall, by choice, carry on with my work, play, family, music, religious, and spiritual life. I’m O.K.”
Karen Moawad
Thanks so much for your newsletter; it is so refreshing to see a representation of all of us working together with the intent to learn, grow, and share.
For your publication: “If you choose in life, you will receive lessons. There are no mistakes. Only lessons. Each lesson is repeated until it is learned. When you don’t learn easy lessons, they get more challenging. You will know you have learned your lesson when your behavior has changed.
You always get what you want. When you are wrong, what’s right feels wrong.
You will forget all of this, but you can remember it whenever you like.”
My best to you,
Dr. Gene Dongieux
New Orleans, LAIn our office, we present our completed patients with a cake when their appliances are removed. The cake is decorated with a big smile and has “Congratulations” written on it. All the assistants and I gather around the patients and tell them how great they look with their beautiful smiles.
Dr. Mickey Colb
Pueblo, CO“We work with skilled hands that are directed by Progressive and Creative Minds that are guided by Friendly Smiles and Understanding Hearts.”
Kathy Hodges
Ellen Sinquefield
Office of Dr. Jack Feller
Rock Springs, WYOur favorite quote of Thoreau's Walden:
“If you advance confidently in the direction of your dreams
And endeavor to live a life that you have imagined,
You will meet with Success,
unexpected in common hours.”
Dr. Byron Round
Torrington, CTOn 1/1/92, I remembered my mentor, Dr. Charles Tweed, and moved in that direction. It meant downsizing my practice and having only one staff. I have accomplished that, and it has been a great stress reducer. It was the Tweed Philosophy of caring that moved me in orthodontics. But I did not understand that it was always an oriental concept of, “Tell me that you care before you tell me what you know.” I did not have the ability to have so much staff (at one time I had 8), and work was not fun. Now I have fun seeing about 12–15 patients, and I practice like my temperament dictates.
Recently I changed to the Speed appliance as Dr. Tweed always promoted single brackets due to the retraction space. In a few years, I will retire, but before I leave, I am training a woman to take over. It will take me about five years as I teach her Dr. Tweed’s philosophy of practice and life. Now I can improve the length of treatment to 18–22 months, I can publish, and I can evangelize. Yes, it will be a blissful time for me.
I just published my golf book and have a second one in the works. (It took me 24 years, but it is the best for the duffer. I can lower your handicap from a 22 to 13 or 10 to an 8. The first: A system for all seasons. The second is: Advanced Swing Thoughts. My wife has been a golf champion five times at Palo Alto Hills Golf and Country Club. Cardine, my daughter, hits her 3-iron 205 yards. She is 5’3” and weighs 110 lbs.
Dr. Stan Hew
Palo Alto, CAI have always found the following words from Victor Frankl insightful, and sustaining:
“We who lived in concentration camps can remember the men who walked through the huts comforting others, giving away their last piece of bread. They may have been few in number, but they offer sufficient proof that everything can be taken from a man but one thing: the last of human freedoms—to choose one’s attitude in any given set of circumstances, to choose one’s own way.”
Jim Killian
Berkeley, CAIKaren, I enjoyed your third issue of the Nectar Connection and would like to continue receiving it.
“How beautiful upon the mountains are the feet of those who bring good news...”
—Isaiah 52:7
Dr. R. S. Swift
Grapevine, TXFor better interpersonal relationships:
Say what you mean
Mean what you say
And don’t say it mean.
Sue Matlof
Matlof Waxler PC
Manchester, MOOne of my favorite sayings comes from a person I have admired as a “Class Act”–former Dallas Cowboys coach Tom Landry.
“The quality of a person’s life is in direct proportion to his dedication to excellence.”
We are fortunate to have many “Class Acts” in our chosen specialty in Dentistry.
Dr. DeWayne B. McCamish
Chattanooga, TNSOMETHING TO THINK ABOUT
Someone has said the membership of an organization is made up of four bones:
There are the WISHBONES, who spend all their time wishing somebody else would do the work.
There are the JAWBONES, who do all the talking but very little of anything else.
Next comes the KNUCKLEBONES, who knock everything everybody else tries to do.
And, finally, there are the BACKBONES, who get under the load and do the work.
Dr. Gary Stauffer
Lethbridge, Alberta -
This job is a Test.
It is only a Test.
Had it been an actual Job,
You would have
received
Bonuses,
Benefits,
and
PromotionsWork is hard, and play is fun, but you only appreciate both if you give your all.
There are only three ways to make money...through individual effort, with money, or by motivating people. Only one is limitless.
Dr. Charles Atkins and Staff
Columbus, MSThe best way to avoid responsibilities is to say, "I have responsibilities."
—Richard Bach, Illusions
Linda Allen and Jeff Hawkins
Bainbridge Island, WAIn March, I had the rare opportunity to spend five wondrous and relaxing weeks bicycle riding and painting in southern India. I stayed in the community of Auroville, where people from all nations live together without national rivalries or contending religions. It is the same community where we took 40 Soviet and American teenagers in 1988 to plant peace trees.
During this visit, I helped lay the groundwork for the next Peacetrees Project, which will be sponsored by the Earthstewards’ Network in December 1994. Sixty youth from all over the world will spend fifteen days in Auroville working together to plant trees, learn about each other, and celebrate their differences.
At the center of this community lies the Matrimandir, a gigantic contemplation chamber and an architectural wonder that epitomizes the soul of Auroville. This gigantic contemplation chamber is ringed with smaller meditation rooms. The majority of the Matrimandir has been constructed through the efforts of people worldwide—rare white marble from Italy, the loving craftsmanship of the Indian people, and architectural expertise from France and Germany.
Karen Moawad
Hummingbird Associates
Bainbridge Island, WAA Theology of Automobile Mechanics
This is not a sequel to Zen and the Art of Motorcycle Repair, but our Buick Century was 2,000 miles overdue for regular maintenance. We had an unexpected layover in Newport, Oregon, so I utilized the extra time to find a garage that would service our car. I must emphasize the word “service” as I share this story.
I phoned the local British Petroleum station for two reasons: it was closest to our hostess’ home and guaranteed a 20-minute lube. You see, I was more interested in getting things done quickly than having them done well. An Italian lady answered my phone query. She responded: “We would be happy to service you in any way we can. “I was a bit taken aback. I hadn’t expected such graciousness. I have come to avoid phone conversations precisely because of the impersonal nature of this instrument that businesses, organizations, and individuals have so abused. I even have a physiological response to the ringing of a phone, anticipating that I am going to be subtly abused. But this woman communicated her eagerness to serve. Not just to serve in general, not just because they were a service station, but to serve me personally. She said she would be delighted to see me and that I could come right over.
I did. She greeted me by name: “Are you David Wilkinson, the man who just called? She called me by name! I don’t believe I can adequately communicate the impact that had on me. She called me by my name, David. She didn’t say, “Are you the guy that just phoned?” Nor “Did you just phone?” Nor did she say, “What do you want?” Nor “Can I help you?” She called me by name! And then she informed the mechanic (her eldest son) that David Wilkinson was here to have his car serviced. He stopped what he was doing, walked into the office where we were standing, and told me how pleased he was that I had called. He already knew I was passing through town and was concerned about time. But suddenly, I wasn’t worried about time anymore. The service I was being rendered didn’t let up. While the son was changing the oil and filters, the mother answered the phone which never seemed to stop ringing. Another son was pumping gas to a seemingly endless line of what appeared to be delighted customers. When the second son couldn’t keep up with the traffic, Mama came out and pumped gas, cleaned windows, and checked under the hood.
I began to get the feeling that this Italian family was initiating me into an ancient school of wisdom that we, in our hurried pace of the Twentieth Century, still need to remember. It is a school that teaches the utmost value of every human being. A school that regards time as an illusion and hurry as a waste. It is a school that advocates an almost-lost truth: that it is in giving that we receive and that it is in serving that we are served.
When the car was finished, the son (the mechanic) came to me and held out his hand (which he had washed for the occasion). "Thank you for bringing your car in. It's a wonderful car. You take pride in it. I can tell. When you get home, you will need your radiator drained and refilled. Ensure your mechanic restores the proper electrolytic balance, for that balance prevents corrosion."
He charged me $18.95! I can't recall ever receiving more for my money. But it didn't end there. As we drove out of Newport the following day, we stopped at the BP station to fill up our tank. The son (mechanic) saw us drive in. He came out and pumped our gas personally. He then cleaned our windshield and informed us he didn't need to do anything more because he had checked the tire pressure and the oil the previous day. He then shook my hand and called me by name. "David," he said, "it has been a pleasure SERVING you." Please note that SERVING is not only capitalized and highlighted, it is also underlined.
Perhaps we could call ourselves a SERVICE STATION.
—Excerpted from the Saint Francis Newsletter
David Wilkinson
Minister, St. Francis in the Foothills
Tucson, ArizonaDear Karen,
The response is great! Publication doubled in size. We sure enjoy it.
For better interpersonal relationships:
Say what you mean
Mean what you say
And don’t say it mean.
Sue Matlof
Drs. Matlof and Waxler
Manchester, MOTalk with children and see that each day, each child enjoys some small successes and recognition as a person.
A bright smile is the most convincing form of communication and persuasion ever devised by the gods.
Dr. Richard Arnstine
Shaker Hts., OH"The way to achieve success is first to have a definite, clear, practical idea––a goal, an objective. Second, have the necessary means to achieve your ends—wisdom, money, materials, and methods. Third, adjust all your means to that end."
––Aristotle
"No employer today is independent of those around him. He needs help to succeed, regardless of his ability or capital. Business today is more than ever a question of cooperation."
—Orison Swett Marden
Dr. Glen C. Young
San Francisco, CAWe hand deliver any communication and X-rays/prescriptions to nearby dental offices. This allows our office to "touch" the referring general dentists’ staff.
Dr. Harold Bergh
Ridgecrest, CAIt's nice to be important, but it's more important to be nice.
Drs. Battistoni & Dusza
Oak Park, IL"Perception is reality."
"Whoever saves one life has saved an entire world."
––The Talmud.
Thanks for allowing us to learn from each other.
Office of Dr. Peter Wohlgemuth
Boca Raton, FLDear Karen,
Your October issue of the Nectar Connection was the first I received, and I found it very interesting. I thought I would share with you a form we have been using in our office for several years. It was the result of a brainstorming session I had with Duane Grummons and a few of our office staff, during which we discussed various office management techniques.
It is a two-part NCR form that we fill out for every child and adolescent patient at each visit and give to the parent when we escort the patient for scheduling. Usually, a parent will ask their child, “What was done today?” And often, the patient will respond indifferently, “Oh, nothing.” Besides hearing about the appointment from the assistant or doctor, the parent has a paper to take home and share with the absent parent. It also serves as an appointment slip so when the parent is not with the patient, they still get the progress report. We call it an OPE or Orthodontic Progress Evaluation.
To share a quote with you:
“Most people miss opportunity because it is dressed in overalls and looks like work.”
—Thomas Edison
Dr. Joseph M. Caruso
Co-Chair, Graduate Orthodontic Program Director, Loma Linda University
Private Practice, Newhall, CALike Breathing
Points to remember when you are given the chance to deal with Conflict:
1. Conflict is like breathing. There is no relationship without it.
2. The presenting problem is rarely the real problem. Getting stuck in the former isolates you from yourself and others and prevents resolution.
3. To resolve conflict, you need to create a safe space.
4. Conflict is about intimacy. The core of real connection is shared pain.
5. Change occurs right at the edge of your comfort zone.
6. That which you resist persists. Conflict seeks resolution, just as a discordant note in a melody does.
7. You need to be 100% present in a conflict. This means being physically, emotionally, and mentally present.
Danaan Parry
Excerpted from the Earthstewards Network Newsletter
Autumn 1992Dear Karen,
The yearbooks from our local junior and senior high schools are the most popular reading material in our reception area. They stimulate lots of friendly discussion in our office.
My staff and I appreciate the Nectar Connection and the offices that contribute.
Dr. Steven L. Cohen
San Luis Obispo, CATeamwork
• is the ability to work together toward a shared vision.
• is the ability to direct individual accomplishment toward organizational objectives.
• is the fuel that allows familiar people to attain uncommon results.
Dr. James A. Morrish, Jr. and Team
Bradenton, FLWinners vs. Losers
The winner is always a part of the answer.
The loser is always part of the problem.
The winner always has a program.
The loser always has an excuse.
The winner says, "Let me do it for you."
The loser says, "That's not my job."
The winner sees an answer for every problem.
The loser sees a problem for every answer.
The winner says, "It may be difficult, but it's possible."
The loser says, "It may be possible, but it's too difficult."
A winner listens.
A loser waits until it's his turn to talk.
When a winner makes a mistake, he says, "I was wrong."
When a loser makes a mistake, he says, "It wasn't my fault."
A winner says, “I'm good, but not as good as I could be."
A loser says, "I'm not as bad as a lot of other people."
A winner feels responsible for more than his job.
A loser says, "I only work here."Lori Garland-Parker
Hummingbird Clinical Consultant (Former)
Panama, Central AmericaI am a dental hygienist practicing for the last five years with Dr. Walter Shepherd in Eden, NC. I think every orthodontist should have a hygienist on staff. After 10 years in general dentistry, one of my biggest contributions to Dr. Shepherd's practice is my perspective on treatment. I know what the general dentist and hygienist are thinking and looking for from the orthodontist. On a daily basis, I help Dr. Shepherd with the debonding of patients, probe all patients (teenagers and adults), scale concerned areas of inflammation, and provide education to both patients and staff. I feel that most orthodontists would reap many rewards from the professionalism a good hygienist brings with her to the practice. It would be money well spent to at least try this idea with a part-time hygienist.
Patricia Shifflett
Office of Dr. Walter Shepherd
Danville, VAAs I read your latest Nectar Connection, I reminisced about the first time we met. John Goode and I were in San Francisco for a B/G workshop, and you invited us to dinner so we could exchange ideas. You explained how you were starting a consulting business and would be a participant in the workshop. If my memory is correct, you also participated the following year.
I am trying to remember where you took us to dinner, but the chocolate cake we had for dessert was Zitzmaker delicious. As a student, you have surpassed the teacher. Best wishes for continued success.
Dr. Philip Bader
Torrance, CAEditor’s Note: The student only learns if the teacher has done a good job of teaching. My hat is off to you!
Karen,
The Nectar Connection is great. I have asked our office newsletter editor to pick out some of the “thoughts to consider,” poems, etc. for our newsletter for our patients. Your readers are great! Keep up the great work.
Dr. Terry Carlyle
Edmonton, Alberta,Canada"How fast you did a job is forgotten, but how well you did it is remembered."
Dr. Parker Fuhriman and Staff
Portland, ORWhat are other offices doing about the high costs of health care for their employees? We recently froze our payments per month at the current level, and now the staff is paying 50% of all future increases.
Dr. Gary Wiser
Freehold, NJThe Nectar Connection is a wonderful networking tool...Thanks!
We are reviewing computer software and would welcome any comments or suggestions on what other offices are currently using.
Cary Myshka
Office of Dr. Carl Casperson
4200 West Old Shakopee Road
Bloomington, MN 55437
(612) 881-5322We follow patients for 1-1/2 to 2 years with a lower bonded 3 to 3. Then we remove it and give them a removable retainer for night wear.
Office PR: After patients are debonded, we give them a free sitting and an 8x10 by a local photographer who also gives us a photo.
Dr. William E. DeVries
Jenison, MIWhen a spider begins
to spin his web
how does he get from here to there?
The materials he needs
are all inside––
he doesn't spin his web from air.
Dr. Dave Cramer
Grandville, MITo congratulate our patients on their graduation from orthodontic treatment, we "celebrate" with a diploma, cupcake, helium balloon, a song, and foods they weren't supposed to have been eating, but always did.
Dr. Harold R. Connelly, Jr. and Staff
Stratford, CT"Happiness is like your shadow. Run after it, and you will never catch it. But keep your face to the sun, and it will follow you."
I really enjoy your Nectar Connection. Please keep us connected.
Dr. Leo Logsdon, Jr.
Nampa, IDOld African Proverb:
"If you never get lost
you never find the way."
Margaret Carpenter
Seattle, WAKaren,
You touch so many hearts through all that you do!
“What I get
most from you
is not what you
give to me...
it's what I get
from seeing
how much you give
to others.”
“...when i bathe myself
in the presence of people
who nurture
my self-esteem
... I'm having
an ‘esteem bath.’”
Brock Tully
West Vancouver, B.C., CanadaEditor’s Note: Brock is the author of many wonderfully inspiring small books, including Reflections For Someone Special, Reflections For Living Life Fully, Reflections For Touching Hearts, and Coming Together.
For several years, I have purchased a Success Journal. The journal is a digest of all the great ideas from outstanding books, lectures, seminars, and tape programs and is presented in a format that features daily involvement with successful principles. By putting the "Daily Thoughts" and the monthly guidelines into everyday action, one will develop successful thinking and action. Soon, every day will be a successful day. Successful days make successful years, and successful years make a successful life.
The Success Journal
Jan Associates
69 Lafayette Avenue
Piedmont, CA 94611
(510) 547-2631Dr. J. Brent McFarland
Dothan, ALGive Yourself a Tax Break
Check with your employer to see about offering a Health Care Reimbursement Account. Your savings on medical and dental care will amount to 22% to 40% depending on your income and filing status. Your dental costs not covered by insurance can be paid with money set aside in your Health Care Reimbursement Account. Tax savings estimated by using this account to pay for health and dental expenses range from $22 to over $2,000 depending upon how much you put into the account. This program can also be used for child/elder care expenses, eye exams and eyeglasses.
We've had great success while utilizing this budget.
Ms. Reed
Office of Dr. Peter B. Mills
Atlanta, GAPromise only what you can deliver. Then deliver more than you promise.
I love you, Mom.
––From P.S. I Love You, compiled by H. Jackson Brown, Jr.
Drs. Rensch and Dugoni
Portland, ORDear Karen,
Here’s one of my favorite reminders of how great it is to be alive and challenged! Publish it in your journal if you wish — regardless, keep us on your list please! The messages are great!
"This is the true joy in life, the being used for a purpose recognized by yourself as a mighty one. The being a force of nature instead of a feverish little cloud of ailments and grievances, complaining that the world will not devote itself to making you happy. I am of the opinion that my life belongs to the whole community and as long as I live it is my privilege, my privilege to do for it whatever I can. I want to be thoroughly used up when I die, for the harder I work (the more I give) the more I live. I rejoice in life for its own sake. Life is not a brief candle to me. It is a sort of splendid torch which I get to hold up for the moment, I want to make it burn as brightly as possible before handing it on to future generations.”
—George Bernard Shaw
Jerilyn Brusseau
Creator of Peace Table (an international exchange of chefs and farmers)
Bainbridge Island, WA
Tudos Santos, MexicoWe use a simple method for interoffice communications. We place colored plastic paper clips on patients charts which go to the front desk.
A green clip means––Put chart on Doctor's Desk for letter or additional chart entries.
A blue clip means––Need 1 hour appointment next time.
A yellow clip means––Need a 30-minute appointment.
A red clip alerts Doctor and Staff to a financial problem.
You can use any system, but this is an efficient, time saving, simple system that works.
Dr. Bill Turbyfill
Asheville, NCAtheist: A man with no invisible means of support.
Dr. William J. Thomas
Vienna, VAMany of us who accept prepayment on our orthodontic contracts simply stamp the contract "Paid in Full." This can lead to a misunderstanding if the patient should transfer during treatment. For example: If the treatment is two years, and the patient transfers after one year, the natural assumption by the parents is that half the amount paid should be refunded. To prevent this misconception, we have a stamp as follows:
35% of Payment for Orthodontic Treatment is applied to down payment or appliance construction.
30% of Payment is applied to first half of treatment.
35% of Payment is applied to second half of treatment.
The percentages can be adjusted to fit an unusual treatment.
Hope this helps everyone. Thanks for your efforts, Karen.
Dr. Ronald Redmond
San Clemente, CAYour newsletter contains so much useful information. I enjoy reading all the little sayings. I want to contribute a saying that my nephew told me when he was 7 years old. He is now 13. He said, “Sharing is better than having it all to yourself.”
I also wanted to take this opportunity to send my greetings to the office of Dr. Michael Johnson and Dr. Monte Collins and staff in Bedford, Texas. I am now working with Dr. Clelan Ehrler and Dr. Alden Chase in Rialto, California. My transition here has been made smooth by the help of the staff and doctors.
Ana Banker
Drs. Ehrler and Chase
Rialto, CAOne of my all-time favorite inspirations: "And the day came when the need to remain the same became more painful than the risk to evolve."
—Rick Mercer
Dr. David Crouch
Puyallup, WADear Karen,
I want to thank you for sharing the letter from your dear friend, Winter Griffith, M.D. My wife, Marlee, and I used it to share it with a friend in a similar situation. Our friend found his wisdom helpful in calming some of her anxiety, and we found it helpful in opening a deeper level of communication. On occasion, we all need to be still, admit we are in difficulty, and ascend to a higher level to gain a better perspective. If we listen and follow the guidance which will most assuredly be given, we receive the benefits of a meaningful life on earth and the promise of a safe, soft landing into a greater life to come.
In Appreciation,
Dr. Frank Lo
Prince George, B.C.
CanadaWhat I Am To Be
I Am Now Becoming
Drs. Sternstein and McDaniel
Springfield, ILHi! The nice thing about all the people in our office is that we’re all procrastinators to a certain degree. So, when the Doctors saw that they were on your “endangered” list, it fell to me to send you some thoughts.
Hope you are well; we’re all hanging in here!
Here are three affirmations that are above my desk right now.
“The worst sorrows in life are not in its losses and misfortunes, but in its fears.”
––A.C. Benson
“Regret and fear are twin thieves who rob us of today.”
“Worry is a thin stream of fear trickling through the mind. If encouraged, it cuts a channel into which all other thoughts are drained.”
––A. S. Boche
Trish Swisher
Drs. Compton, Marosky, and Robbins
Indianapolis, INDear Karen,
We enjoy the Nectar Connection very much and appreciate being included on your list. Enclosed you will find a copy of my favorite Erma Bombeck article! It is particularly fitting for the “season.” Hope you are touched as I always am when reading this:
“Everything is in readiness. The tree is trimmed. The cards taped to the doorframe. The boxes stacked in glittering disarray under the tree.
Why don’t I hear chimes?
Remember the small boy who made the chimes ring in a fictional story years ago? According to legend, the chimes would not ring unless a gift of love was placed on the altar. Kings and men of great wealth placed untold jewels on the altar, but year after year, the church remained silent.
Then, on Christmas Eve, a small child in a tattered coat made his way down the aisle. Without anyone noting it, he took off his coat and placed it on the altar. The chimes ran out joyously throughout the land to mark the unselfish giving of a small boy.
I used to hear chimes.
I heard them the year one of my sons gave me a tattered piece of construction paper on which he had crayoned two hands folded in prayer and a moving message, “OH COME HOLY SPIT!” (This is not a typo.)
I heard them the year I got a shoebox containing two baseball cards, and the gum was still with them.
I heard them the Christmas they all got together and cleaned the garage.
They’re gone, aren’t they? The years of the lace doilies fashioned into snowflakes...the hands traced in plaster of Paris...the Christmas trees of pipe cleaners...the thread spools that held small candles. They’re gone.
The chubby hands that clumsily used up $2 worth of paper to wrap a cork coaster are sophisticated enough to take a number and have the gift wrapped professionally.
The childish decision of when to break the ceramic piggy bank with a hammer to spring the 59 cents is now resolved by a credit card.
The muted thump of pajama-covered feet paddling down the stairs to tuck her homemade crumb scrapers beneath the tree has given way to pantyhose and fashion boots to the knee.
It’ll be a good Christmas. We’ll overeat. Make a mess in the living room. Throw the warranties into the fire by mistake. Drive the dog crazy, taping bows to his tail. Return cookies to the plate with a bite out of them. Listen to the Christmas music.
But Lord...what I would give to bend low and receive a gift of toothpicks and library paste and hear the chimes just one more time.” (Permission to use copyright material requested from Erma Bombeck.)
Sincerely,
Dr. William G. Davis
Chapel Hill, NCI thoroughly enjoy your newsletter. I would especially like to thank you for including your letter and thoughts from Dr. Winter Griffith in the last issue. What an inspirational way to look at our mortality, no matter what one’s religious beliefs. I know I’ll be sharing it with others, especially at times of special need when a dear one is ill or has been lost. I carry in my day planner an envelope of a few special thoughts to me. This has been added to that envelope. If a time seems to be a struggle, I’ll read the aviator’s three progressive steps!!
Your newsletter has so many good ideas and thoughts to share, reading it once is not enough. I clip out some of my favorites and post them in our lab rotating weekly with new thoughts.
Nancy
Dr. Ralph Fear’s Office
Portland, ORIt’s easy to win
When your ship has come in
And you’ve got the stock market beat.
But the man who’s worthwhile
Is the one who can smile
When his britches are tight at the seat.––Anonymous
Dr. Don Taylor
Westmount, Quebec, CanadaWe enjoy your newsletters and some of the ideas shared are very helpful. Enclosed is a sample of our own little “newsletter” that we give our patients the day their braces are removed. We try to make it as special as we can!
Along with their personalized paper (done on the Printshop Companion program) we give them a Celebration Pack. The Celebration Pack is a plain brown paper lunch sack with the patient’s name proclaiming it is their Celebration Pack. Attached to the bag is a blowout noisemaker. It is filled with items that our Doctor recommends that they not eat while in braces––popcorn, gum, hard candy, beef jerky, etc. Also, there is a small clear bag of confetti with instructions to “Throw in Air with Shouts of Excitement!” The bag is then topped off with multi-colored “pizzazz strands” and sealed with a staple and “My Braces are Off” celebration sticker.
Our patients love it, and the parents love the picture––especially to add to scrapbooks to record another milestone in their young person’s life.
Thanks again for your communications!
Mike Godbey
Office of Dr. Richard W. Corley
Tulsa, OKEditor’s Note: This office personalizes each patient’s brightly colored newsletter with large headlines announcing, “Extra! After waiting for three years, Chris is ready to show off a beautiful NEW smile!!!” The special edition is dated and includes retainer instructions as an article in the “newspaper.” Well done.!
Our office awards $25.00 each month to one of our patients who had nothing broken and good oral hygiene. They are given a ticket at each appointment to place in the drawing.
Dr. Larry W. White
Hobbs, NMEditor’s Note: A gigantic “thank you,” Larry, for your kind words reviewing our two books, The Business of Orthodontics and Managing Dental Office Personnel in a recent JCO.
Hi Karen,
I saw the note about Sports Illustrated for kids. My comment is that you can order any magazine at usually the lowest price from EBSCO (1-800-527-5901). So you save the cost of a stamp and can use your Visa to get frequent flyer miles.
For Ron Champion’s question about lower 3-3’s, I watch female patients until age 18-1/2, male patients until age 21, and adults for 2 years.
Dr. Greg Wadden
Milpitas, CADon’t Be Discouraged
Failed in business in 1831
Defeated for the Legislature in 1833
Again failed in business in 1833
Elected to the legislature in 1834
Sweetheart died in 1835
Had nervous breakdown in 1843
Defeated for congress in 1846
Defeated for congress in 1848
Defeated for Senate in 1855
Defeated for Vice President in 1856
Defeated for Senate in 1858
Elected President of the United States in 1860Abe Lincoln
Dr. Peter F. Bayer
Ft. Walton Beach, FLDear Karen,
No great words of wisdom this time. Your newsletter is terrific and obviously very successful. All is well here.
Love,
Bunny Mitchell
Atlanta, GAThank you very much for keeping us all connected!!
A favorite restaurant of mine in San Francisco is La Trattoria Contadina on Mason. Try it next time you’re in the City.
Dr. Thomas Iverson
Yuba City, CAUnlike several orthodontic offices in the area, we accept the assignment of benefits for ortho insurance. We make it a matter of policy to fill out all the forms and do all we can to ease the insurance submission process. Before we present a case, our insurance specialist contacts the insurance company(ies) and verifies coverage to make the best possible financial arrangements. This saves questions like "we’ll wait to find out what insurance will do." Most people are uncomfortable filling out the forms and hassling with the often-complicated process. We have had many patients transfer to our care because of our office policy on insurance. Yes, it does require extra staff time, but we feel it is well worth it. It has been excellent PR for the office and a practical help to the patients. We emphasize that it is "their" insurance and that we fill out the forms as a courtesy to them.
Dr. George Walker
Freeport, ILBefore our morning huddle begins, we read several passages from Life's Little Instruction Book to remind us of how to live a happy and rewarding life.
Some of our favorites:
“Improve your performance by improving your attitude.
Never give up on what you really want to do. The person with big dreams is more powerful than one with all the facts.
Never deprive someone of hope, it might be all they have.”
Pleiades Dolor
Office of Dr. Randal Morita
Aiea, HIGod put me on this earth to accomplish a certain number of things. Right now, I am so far behind I will never die!
Sherry Schurr
Office of Dr. R.A. McFarland
Lewisville, TX"The price of success is perseverance. The price of failure comes cheaper."
Dr. Mario Polo
Hato Rey, PRI am in the midst of the storm called "starting your orthodontic practice." You are right about experiencing the full spectrum of emotions. I want to tell you about one in particular: gratitude, although "gratitude" is too small a word to express my feelings. With Thanksgiving rapidly approaching, there's one person I shall forever give thanks to.
As all "start-up" practices do, I researched, planned, and developed financial portfolios, projections, etc. I had visions of grandeur! And then, when it was time to put it all together, I went looking for money. I presented my carefully planned projection analysis to bank after bank after bank...I even talked to banks specializing in SBA loans for women. And I heard: "...in this economy...you have to be out of school a minimum of 3 years...we're just not financing start-ups...you don't have any real property...you need 1/3 cash down...we need to know you're serious."
I decided to step off that train and take a different route. I knew that "getting there" would be different and maybe more difficult, but my vision was strong.
In my search for private investors, I was lucky to start with Dr. Patricia Taketa. She is at least one thousand times more wonderful than this one act displays. Dr. Taketa loaned me what I needed. In one fell swoop––my dream can come true.
It is so hard to express what I felt or how I feel. Today, the walls are being constructed, and I'll start seeing patients next month. I only hope that one day, I can be in the position to do the same for someone else. You can be sure that I will.
Thank you, Dr. Taketa, from my heart and soul and from all the patients I can help throughout my practice.
Dr. Claire Ogata
Tracy, CAWe make a living by what we get, but we make a life by what we give.
––Winston Churchill
Being ignorant is not so shameful as being unwilling to learn.
Well done is better than well said.
Dr. Gerry Tarsitano and Staff
Carmel, CASlow me down, Lord. Ease the pounding of my heart by the quieting of my mind. Steady my hurried pace with the vision of the eternal reach of time. Please give me the calmness of the everlasting hills amidst the confusion of my day. Break the tensions of my nerves and muscles with the soothing music of the singing streams that live in my memory. Teach me the art of taking minute vacations–of slowing down to look at a flower, chat with a friend, pat a dog, or read a few lines from a good book. Let me look upward into the branches of the towering oak and know that it grew great and strong because it grew slowly and well. Slow me down, Lord, and inspire me to send my roots deep into the soil of life's enduring values.
Drs. Stanley and Nancy Gum
San Jose, CAEvery December each team member receives a day planner for the coming year. Each planner has been previously marked with the
1) Patient treatment days, main/satellite office; scheduled hours.
2) Payroll dates, paid holidays, staff birthdays, and home phone numbers.
3) Annual and monthly "due dates" (i.e., inventory count, etc.)
This has allowed our team and their families to plan their personal lives (like vacations) while we accomplish the necessary workload to keep our practice running smoothly.
In addition, we write little notes to ourselves throughout each day of the year, reminding us to follow up on those "little" tasks that each member is responsible for completing. Each member brings their day planner to the morning huddle and reviews the notes that they have made previously. These tasks are completed when we have a few minutes during the day. We have noticed a tremendous increase in each team member's accountability by their ability to be more "self-managed." Best of all, our practice runs much more smoothly.
Dr. Charles E. Gulland and Staff
Hermitage, PAI appreciate receiving Nectar. It is an excellent method of exchanging ideas informally. One of the goals of our profession is to help improve smiles and self-esteem. It is inspiring to understand how this service can help our patients. I want to share these words written by my son shortly after his debonding:
“A smile is a wondrous thing. It has a power greater than any in the known universe. It is more refreshing than the coolest water; its glow outshines the brightest star.
The pen may be mightier than the sword, but a smile vanquishes the pen with ease. Only a smile can instantly convey the countless myriad of joyous emotions that mere words can only hint at.
Wealthy individuals may purchase many things, but a smile is given freely as a gesture of friendship and trust. It knows no price, for the most precious and intricate jewels cannot surpass a smile's incomparable virtues.
Even a cloud of vile darkness may not hide a genuine smile. Its radiance penetrates the thickest shadows and remains invincible to all forms of mortal concealment.
A smile is the purest form of human love and affection. It is the unsung wonder of our world. Thus, people who share their smiles are the true champions of all that is good and just. They are the avatars symbolizing the quintessence of spiritual harmony.
So rather than submit to the oppressive gloom that perpetually lurks in the fringes of your life:
SMILE!
And bring a new light into this world.”
––Scott Chong, son of Dr. Leonard Chong.
Dr. Leonard S. Chong
Union City, CA“Lombardi Time”
All pro guard for the Green Bay Packers, Jerry Kramer, said that Coach Lombardi expected his players to be a half hour early for team meetings (”Lombardi Time”) to show they were really interested.
Dr. Jim Fanning
Albuquerque, NMMonday through Thursday, we meet at 7:50 for a 10–minute mini-meeting. Each staff person alternates hosting the meeting. At this time, they have the opportunity to discuss anything that concerns them, offer suggestions as to how we might be doing something better, or ask for a solution for a problem they may be having. They may want to discuss a particular patient or the schedule for the day; in other words, this 10–minute time belongs to them. WE ALWAYS LEARN FROM EACH OTHER.
While we are having this meeting, anyone coming to the reception room is greeted by a giant stuffed bear with a sign saying, "Good Morning. We are in a meeting and will return shortly."
What do you see in the following? "OPPORTUNITYISNOWHERE"
Opportunity is now here, or Opportunity is no where?
Patricia Brison
Office of Dr. John Miller
South Charleston, WVI have attached here a prayer I read many years ago. I keep it on my bathroom mirror, which helps me stay focused.
We sure enjoy the Nectar Connection. Thanks.
Almighty God, give me the strength, wisdom, and motivation to do each task to the fullest of my ability, using the talents you have given me. Please give me the humility to accept my successes and the courage to continue in the face of adversity. Please help me be ever-mindful of the privilege and responsibility of shaping the young lives under my care. Make me aware that my duty goes far beyond the reshaping of teeth and faces. In these days of pressure and anxiety among our youth, please help me be a friend and counselor to my patients, an influence for good in their lives. May the joy and blessing of assisting young friends to be my greatest reward. Amen.
Dr. Charles Kent
Lufkin, TXOnly Five Minutes
Someone has said the difference between an amateur and a professional is about five minutes more.
Just five minutes more of reading toward your goal.
Just five minutes more of working out a communication problem with your spouse.
Just five minutes more with a son or daughter who may be having difficulties in school.
Just five minutes more of asking God to give you the special guidance you so desperately need.
Are you an amateur, or are you a professional? Are you willing to give it that extra five minutes? Are you determined to strain your muscles until they cry out for relief, to keep on trying when you want to quit?
––From Ted Engstrom's The Pursuit of Excellence.
Dr. Tom Popp
Chattanooga, TN"We've heard enough about the glass being half-full or half-empty, but sometimes the glass is twice as big as it has to be."
We have a Thumbs Anonymous program for our finger/thumb suckers. We have them tape the fingers together at night. The child keeps a daily log of how they did every day. Once a week, they call me personally and report their progress. It usually takes a month to break this thumb/finger-sucking habit. It works 9 out of 10 times.
Dr. Stan Pastor
Tulsa, OKMore from "Life's Little Instruction Book"
• Have crooked teeth straightened
• Commit yourself to constant self-improvement
• Strive for excellence, not perfection
• Never criticize the person who signs your paycheck. If you are unhappy with your job, resign.
• Avoid negative people
• Commit yourself to quality
Dr. Bill Finnegan & Staff
Nanaimo, B.C.Desiderata
"Go placidly amid the noise and haste, and remember what peace there may be in silence. As far as possible, without surrender, be on good terms with all persons. Speak your truth quietly and clearly, and listen to others, even the dull and ignorant; they, too, have their story. Avoid loud and aggressive persons; they are vexations to the spirit. If you compare yourself with others, you may become vain and bitter, for always there will be greater and lesser persons than yourself. Enjoy your achievements as well as your plans. Keep interested in your career, however humble; it is a real possession in the changing fortunes of time. Exercise caution in your business affairs, for the world is full of trickery. But let this not blind you to what virtue there is; many persons strive for high ideals, and everywhere life is full of heroism. Be yourself. Especially do not feign affection. Neither be cynical about love, for it is perennial as the grass in the face of all aridity and disenchantment. Take kindly the counsel of the years, gracefully surrendering the things of youth. Nurture strength of spirit to shield you in sudden misfortune. But do not distress yourself with imaginings. Many fears are born of fatigue and loneliness. Beyond a wholesome discipline, be gentle with yourself. You are a child of the universe, no less than the trees and the stars; you have a right to be here. And whether or not it is clear to you, the universe is unfolding as it should. Therefore, be at peace with God, whatever you conceive Him to be, and whatever your labors and aspirations are. In the noisy confusion of life, keep peace with your soul. With all its sham, drudgery, and broken dreams, it is still a beautiful world. Be careful. Strive to be happy."
It was found in the old Saint Paul's Church, Baltimore, dated 1692.
Kathy F. Morgan
Office of Dr. Phil Higginbotham
Spartanburg, SCTrifles make perfection...but perfection is no trifle.
Great newsletter!
Dr. Vic Sands
North Hollywood, CADecide to Network
Use every letter you write
Every conversation you have
Every meeting you attend
To express your fundamental beliefs and dreams
Affirm to others the vision of the world you wantNetwork through thought
Network through love
Network through the spirit
You are the center of a network
You are the center of the world
You are a free, immensely powerful source
of life and goodnessAffirm it
Spread it
Radiate it
Think day and night about it
And you will see a miracle happen:
the greatness of your own life.In a world of big powers, media and monopolies
But of four and a half billion individuals
Networking is the new freedom
the new democracy
a new form of happiness.—Robert Muller
Diane Gilman
In Context Magazine
Bainbridge Island, WAIf an insurance company says it has not received an initial claim form, fax a copy to them. You can also request that the insurance carrier pay the first monthly payment and the initial payment simultaneously when treatment starts.
Anonymous
A couple of "nuggets" to gnaw on...
• People don't care how much you know until they know how much you care.
• Be flexible, and you won't get bent out of shape.
• Sometimes you're the windshield, sometimes you're the bug!
Dr. Greg Nalchajian
Fresno, CA"Beach Week" was a big hit in our office in the middle of August. Cold drinks and snacks were available in the reception area, and the entire office was strewn with beach paraphernalia, i.e., chairs, towels, bags, sunglasses, etc. We played Beach Boys and reggae music all week, and, of course, we all dressed appropriately. I've always sensed a lull in the spirit of some of our teenage patients near the end of August, perhaps because the beginning of the school year is at hand. Beach Week really raised our spirits as well as theirs!
Dr. Art Stein
Landsale, PAI did a favor yesterday,
A kindly little deed...
And then I called to all the world
To stop and look and heed.They stopped and looked and flattered me
In words I could not trust,
And when the world had gone away
My good deed turned to dust.A very tiny courtesy
I found to do today;
T'was quickly done, with none to see.
And then I ran away...But someone must have witnessed it,
For truly I declare...
As I sped back the stony path
Roses were blooming there!––Unknown
Dr. H. Bruce Willis
Yakima, WAOnce a month, we have a random drawing to win a decorative stuffed bunny. At each office visit, our patients may enter by filling out a small piece of paper with their name, phone number, and any comments or suggestions for our office. After a name is drawn at the beginning of each month, we take a photo of the winner and post their name and photo in our reception area and our patient photo album. We've found that our patients and/or parents enjoy the bunny drawing greatly.
Donna Norgard
Office of Dr. Richard Westin
Kirkland, WADear Hummingbird Friends,
Keep up the great work. We find the Nectar Connection both very helpful and enjoyable. God bless you all!
Take Time to THINK...
It is the source of power.Take Time to PLAY...
It is the secret of perpetual youth.Take Time to READ...
It is the fountain of wisdom.Take Time to PRAY...
It is the greatest power on earth.Take Time to LOVE and BE LOVED...
It is a God-given privilege.Take Time to BE FRIENDLY...
It is the road to happiness.Take Time to LAUGH...
It is the music of the soul.Take Time to GIVE...
It is too short a day to be selfish.
That is the price of success.Take Time to DO CHARITY...
It is the key to heaven.Dr. James Oleskevich
St. Louis, MOIn response to Dr. Ron Champion's question in the October issue:
We follow lower lingual banded retainers for a minimum of 2 years. If they are kept clean, we allow patients to leave them in place indefinitely—even after we dismiss them from our care! We would also make a lower removable Hawley if requested at that last visit. If patients are dismissed from our care with a bonded lower retainer in place, a form letter with this information is sent to their dentist, and the request is that they evaluate its cleanliness at their visits and refer back if ever necessary.
I am always open to further suggestions regarding this issue!
Dr. Laura J. Gagnon
Clinton, CTIt often shows a good command of language to say nothing.
Dr. Scott Robinson
Columbia, MOThe Vegetable Garden
First Plant Five Rows of Peas:
Patience
Promptness
Preparation
Perseverance
PurityNext Plant Three Rows of Squash:
Squash gossip
Squash criticism
Squash indifferenceThen Plant Five Rows of Lettuce:
Let-us be faithful
Let-us be unselfish
Let-us be loyal
Let-us be true to obligations
Let-us love one anotherAnd No Garden Is Complete Without Turnips:
Turn-up for important meetings
Turn-up with a smile
Turn-up with good ideas
Turn-up with determination to make everything good and worthwhileSheila J. Pruitt, Office Manager
Office of Dr. Glenn R. Malchow
Bowling Green, KYDear Karen,
I enjoyed my first copy of Nectar––a lot!
Idea: When scheduling major visits, rather than state a future period of time we often schedule a #1, #2, #3, #4 visit instead. #1 - Do it today if the schedule allows. #2 - At the earliest convenient opening in our schedule. #3 - Anytime in the next 4-6 weeks when the schedule is "quiet." #4 - Toward end of 4-6 week visit cycle. This allows the receptionist to schedule at our convenience without the patient feeling they must be seen at a precise time interval such as "exactly" 2 weeks.
Regards,
Dr. Marshall Rothstein
Mill Valley, CA“Hi” to all our friends at Hummingbird.
We have begun to offer gold braces, and our adult patients love them. It has a very soft look and goes beautifully with the skin tone. Many of our patients wear gold jewelry and are passing over ceramics for gold. They are expensive, and we charge an additional $500 per case. We are using brackets with the color all the way through rather than plated. (Plating comes off with abrasion and prophyjet!) We are using plated wires, but wires can be changed. We are hearing lots of positive comments. We use clear alastics, so the bracket looks smaller.
Dr. Kay O'Leary
Port Charlotte, FLOur office is in Miami, where Andrew recently "blew through." We have learned much through this disaster. I don't ever want to forget all the giving, help, caring, and love that went out to the South Dade area. It will take a long time for South Dade to recover, but to know the rest of the country was sharing the pain and loss and doing everything they could to help has been an overwhelming encouragement! We all wish we could thank everyone personally for all that has been done; this being impossible, I would like to take this opportunity to let people know what it has meant to us. I hope no one has to go through what happened here, but I wish everyone could experience the blessing of that outpouring of love shown on Dade County.
Vickie Fournier
Office of Dr. Idalia Lastra
Miami, FLDear Karen–
So good to read your Nectar. Keep up the excellent work.
Whatever we do now to keep faith in life and hope alive is worthy. I'm just finishing a new book. The miracles never cease.
Fran Peavey
Author of A Shallow Pool of Time
(One Woman’s Chronicle of the AIDS Crisis)
San Francisco, CAAfter removing plaster models from alginate impressions, put the trays with the alginate into the freezer. The next day, remove the trays, place them under hot running water, and the alginate will pop right out in one piece. Our trays look much nicer since they are not scratched trying to remove alginate with a lab knife. It saves time, too! We love the Nectar Connection!
Dr. Cynthia Rosenberg & Staff
Providence, RINAUGHTINESS is the capacity to be devilish, bad, disobedient, scandalous, and/or a real stinker. In other words, NAUGHTINESS is the fine art of knowing how to have a good time. Human beings are born with an incredible aptitude for NAUGHTINESS. Childhood's most notable innate naughty acts include writing on walls, throwing oatmeal, and tying up babysitters. Despite the influence of parents, teachers, Santa Claus, and other authority figures, a person's irrepressible naughty instincts prevail throughout adolescence and often well into adulthood. The more mature manifestations of NAUGHTINESS include such subtleties as writing "Wash Me" on dirty cars, sneaking turkey franks into strangers’ grocery baskets, and pushing all the numbered buttons as you leave an elevator. Like most of the best things in life, NAUGHTINESS is much more fun when shared. The enjoyment of one's own NAUGHTINESS is always in direct proportion to the degree to which the naughty act is forbidden. So, the naughtier you are, the more fun you'll undoubtedly have!
––Author Unknown
Kathy Trask
Office of Dr. John T. Forrester
Aberdeen, WAWe want other offices to share contest ideas with our office and how to get the patients more involved in them. Also, marketing ideas.
Staff of Dr. Goodwin Thomas, Jr.
PO Box 4456
Rock Hill, SC 29732We have started a NO SMOKING theme in our office. It includes patients, family, and friends. The office is filled with posters; some are drawn by our patients who participated in a poster contest on No Smoking, the prize being a huge stuffed animal of their choice. The project includes making pamphlets and stickers concerning no smoking available to the patients and parents. We have placed large red NO SMOKING stickers across any advertisements for smoking in our office magazines. We have also included the No Smoking message in our oral hygiene instructions for new patients.
The project is presented to our patients without pressure. We give our patients the information with a very positive attitude. We hope to make our point that smoking causes death and is very harmful to those around you. We let our patients know that we care about them. Our project has paid off. A few of our patients have quit smoking. We are very proud of them, making us feel we have done a good job getting our message across.
Elizabeth Sotomayor
Office of Dr. James Wise
Yuciapa, CAOne of the neat things we do during our new patient visit when treatment is recommended is take a Polaroid picture of the patient. Their name and the date of their visit are marked on it. We tape all of them who don't start their treatment the same day on a big board in our staff lounge, where we have our morning huddles. First, it's a reminder of all the suspense possibilities, but more importantly, the day they do start, we take their picture down to refresh our memories.
Dr. Richard Ingraham
Corpus Christi, TXMany people think hard
Also, many people work hard
But the successful people in dentistry
Think and work hard.Dr. Ed Kavanaugh
Kansas City, MOThe Quitter
When you're lost in the Wild, and you're scared as a child,
And Death looks you bang in the eye,
And you're sore as a boil, it's according to Hoyle
To cock your revolver and...die.But the Code of a Man says: "Fight all you can,"
And self-dissolution is barred.
In hunger and woe, it's easy to blow...
It's the hell-served-for-breakfast that's hard."You're sick of the game!" Well, now, that's a shame.
You're young and you're brave and you're bright.
"You've had a raw deal!" I know—but don't squeal,
Buck up, do your damnedest, and fight.It's the plugging away that will win you the day,
So don't be a piker, old pard!
Just draw on your grit; it's so easy to quit:
It's the keeping-your-chin-up that's hard.It's easy to cry that you're beaten—and die;
It's easy to crawfish and crawl;
But to fight and to fight when hope's out of sight—
Why, that's the best game of them all!And though you come out of each grueling bout,
All broken and beaten and scarred,
Just have one more try—it's dead easy to die,
It's the keeping-on-living that's hard.—Robert W. Service
Dr. Elizabeth Kellogg
Rochester, MNLast winter, I replaced a one-way mirror that separated my waiting room and front desk with a 48" by 36" saltwater fish tank. Now, the patients can watch the fish or us.
Dr. Dan Kaler
Sioux City, IAExcellence can be attained if you...
• Care more than others think is wise.
• Risk more than others think is safe.
• Dream more than others think is practical.
• Expect more than others think is possible.
Dr. Marvin Steinberg and Staff
Cote St. Luc, Quebec, CanadaAccounting problems are always solved quickly and efficiently in our office because, at the end of each day, we photocopy each check and cash receipt we've received. All disputes and accounting errors can be traced very quickly using these copies. Another benefit is that deposits can be made daily, as usual, but accounting entries can be done from the copies at leisure.
We use both sides of legal-sized copy paper that is three-hole punched. For easy reference, copies for the current year are kept in a large three-ring binder. All others are bundled annually and kept for three years.
This method takes less than two minutes to accomplish daily. It has not only saved precious time when errors or disputes occur but the accuracy of any account investigation cannot be challenged.
Dr. Jeff Staples
Mission Viejo, CA"Unless someone like you cares a whole awful lot, nothing will get better. It's not."
—Dr. Seuss
"Dear Lord, please make the bad people good and the good people easy to live with."
—P. Buckley Moss
Dr. Randall Welser
Moline, IL"Carefully avoid in yourself those things which disturb you in others. "
—Thomas Kempis
Susan Warren
Office of Dr. Tom C. Sexton
Tallahassee, FLWatch What You Say!
In the course of your conversation, each
and every day,
Think twice, and try to be careful of what
you have to say,
Your remarks may be picked up by
someone's listening ear,
You may be surprised at what some
people think they hear.Things that you innocently say or try to
portray,
Can be changed, and greatly exaggerated
along the way;
Many stories change for the worse as
they are retold
So, try to keep any questionable remarks
"on hold."May I give all of you some very sound
advice?
When you speak of others, say
something nice;
Try to say good things, regardless of
who is around,
If you have nothing good to say, don't
utter a sound.You may find that an innocent remark,
in the end,
May lose you a close and valued friend.––Henry Lesser
Kathy Marquez
Office of Drs. Schroeder & MacLean
Chatsworth, CAThe orthodontists in our area got together and subscribed to Current Concepts' monthly newsletter service. This "educational effort," which has all four of our names on it, is sent to all the referring dentists and appropriate medical specialists. We also use the newsletter for "in-house" staff training. We have had the service since its inception and have found a uniformly high level of quality.
Current Concepts can be reached at 1-800-669-0390 in Vancouver, WA.
Dr. John Dumars
Napa, CAWhen I help our patients make their treatment decisions, I try to make comparisons to other things that can affect them during their lifetime.’ One of the best that I've found that people can relate to is the following:
"If anyone ever told you that you could lose 'X' numbers of pounds in 'X' number of months for 'X' number of dollars and that you could then stay at your ideal weight for a 'lifetime,' we would all sign on the dotted line immediately.
However, when we talk about orthodontic treatment for 'X' number of months for 'X' number of dollars, and you can have a beautiful smile that can last a lifetime,' people are still hesitant about spending their money on orthodontic treatment or signing on the dotted line.
Throughout a lifetime, thousands of dollars will be spent on cosmetics, lotions, moisturizers, and hair care products in search of the perfect appearance when perhaps the best way to "perfect" that appearance should have included a more beautiful smile.
The investment in orthodontics can last a lifetime and will pay off every time you smile.
Orthodontics–do it once, do it right, retain it, and keep it for a 'lifetime'!
Jann Uhrmacher
Office of Dr. David Drake
Mansfield, OHIt's adoption or death for thousands of greyhounds every year. When they show no potential or their racing days are over, many are killed. GREYHOUND PETS OF AMERICA (GPA) is arranging adoptions of these gentle, obedient, pedigreed dogs at no cost. GPA examines the animals and arranges for them to be neutered and given shots. All the new owners must provide enough indoor space to house a long-legged pet. If the adoption does not work out, GPA will help the adopter find another home for the dog. For additional information, call GPA at 1-800-366-1472.
Barbara Dussel
Office of Dr. Theodore Thom
Klamath Falls, ORKeep up the good work! Everyone in the office enjoys your newsletter!
Word of advice for dental offices:
I sent my staff to a dental nutrition course approved for dentists and hygienists. We assumed the credits would qualify our assistants for the Dental Assisting National Board—a bad assumption. Their credits were denied! Please check in advance to see if credits will qualify for assistants. The Institute for Natural Resources from California begged off any responsibility. Course buyers beware!
Dr. Laurence Rosenburg
Clifton, NJOne of the highlights our patients look forward to in our practice is the Birthday Bulletin Board. Each month, the Bulletin Board is decorated with a theme according to the holiday or season for that particular month. Patients’ birthdays for the present month are posted for all to see, and those with birthdays anxiously scan the bulletin board to find their name and birthdate listed.
Drs. Donovan and Grob
Tucson, AZWe have found Les Giblin's book How to Be People Smart very helpful to new staff members.
Dr. Gordon Pratt, Jr.
Bryan, TXFrom Life's Little Instruction Book
"Live your life as an exclamation, not an explanation!"
I've given a book to each staff member and to several colleagues, and I try to glance at one "suggestion" each day. We start each day with a "positive thought for the day" at our huddle, and this book has been the source of numerous positive thoughts.
Dr. Gary Jacobs
Greensboro, NCEditor’s Note: Thank you for sending us our own copy of the book, Dr. Jacobs. We will put it to good use!
When school begins each fall, our office sends out complimentary orthodontic emergency kits to all elementary, junior, and senior high schools, public and parochial, plus extra kits with mouth guards for all school coaches. The response has been very favorable.
Susan Kiger
Office of Dr. Randall Moles
Racine, WIEditor’s Note: Dr. Moles’ office sent a copy of a thank you note to Hummingbirds from one of the local school districts. The letter said, “Thank you for the Complimentary Orthodontic Emergency Kit, including the list of Orthodontic Emergencies. During the school year, students often come to the office with various orthodontic complaints, and your list and supplies will help immensely. It is also something for which we have no budget. We appreciate your thoughtfulness.”
There is nothing in this world that someone cannot make a little worse and sell a little cheaper––and those who consider price only are this person's lawful prey.
—J. Ruskin
Thelma Block
Office of Dr. Gerald Sweder
New York, NYThe biggest mistake is to believe that you are working for someone else.
A person is as big as the things that make him mad.
––Bad Day at Black Rock
Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.
—Gen. George S. Patton, Jr.
Dr. Michael Runey
Charleston, SCEnthusiasm is the greatest asset in the world. It beats money and power and influence. It is no more or less than faith in action.
Dr. Greg Evrigenis
Sacramento, CAA great newsletter with great ideas and great prose from a great company! DISORGANIZATION is merely the sign of a very healthy individual trying to do more in a shorter period than lazy, obsessively tidy types who can think of nothing better to do than straighten objects in drawers and stuff like that, which only feeds on their egos and makes them think they’re better than those of us who are truly gifted.
It Is Not Easy...
To apologize,
To begin over,
To be unselfish,
To take advice,
To admit an error,
To face a sneer,
To be charitable,
To keep trying,
To be considerate,
To avoid mistakes,
To endure success,
To profit by mistakes,
To forgive and forget,
To think and then act,
To keep out of a rut,
To make the best of little,
To subdue an unruly temper,
To shoulder a deserved blame,
To recognize the silver lining.But it always pays.
Gratefully,
Judy Heskens
Office of Dr. Nicholas Barone
North Providence, RIOur office had a great trip to the PSCO meeting in Hawaii. We ate at a Hard Rock Cafe, where everyone had a great time. Their mission statement says it all:
"Love all, serve all."
Dr. John Papel
Nanaimo, B.C., CanadaTo read without reflecting is like eating without digesting.
—Edmund Burke
These are not books, lumps of lifeless paper, but minds alive on the shelves.
—Gilbert Highet
Dr. Robert Rosenberg
Providence, RIConcerning the request for information regarding lower bonded retainers by Dr. Ron Champion in the last Nectar Connection, our policy is to keep the patient under observation for one year following debonding. Following this, they are given instructions to contact us if the retainer should come loose and are released to the care of their dentist. However, we are most interested in learning how other offices monitor this problem.
Dr. Anoop Sondhi
Indianapolis, INAn adult patient of ours, Meg Goldberg, wrote this poem to celebrate the removal of her braces:
It's been 1 year, 1 month and 1 day
What has she been counting? you say.
At 25–I'm one of the just a few older faces
Who's just gotten rid of her braces!
I'd like to celebrate with a few friends if I may,
Monday, September 16th is the day!
The food will be sticky and chewy -
Marshmallows, caramel, popcorn, and anything gooey.
See you at my place around 8:30 - won't keep you a long while.
Just want to show off my new smile!!
Dr. Jeff Lowenstein
Belmont, MA"More important than our accomplishments is the direction we are going."
––Author Unknown
Dr. George Hartl
West Bend, WIEach chairside assistant sends personalized cards to patients they see that day, particularly if a patient has a rough appointment. Two cards per day from each assistant add up to a lot of goodwill.
Each patient is graded on oral hygiene at every appointment. If a patient collects 6 A's, then that patient is awarded a $10 gift certificate to the mall.
Penny Neil
Office of Dr. Richard Dunn
Longwood, FLIn the last six months, I have come to a challenging but exciting discovery. The "Vision" for my practice remained my sole property because I did not share it with my staff. I put careful thought into it and shared it with my team. It is written down as part of our employee manual of policies and organization. It was so simple, yet I hadn't done it. Thanks.
Dr. Ray Kubisch
Seattle, WAThank you for a lovely, inspiring publication Here are a few of my favorites:
The secret of making something work in your life is, first of all, the deep-down desire to make it work; then, the faith and belief that it can work; then to hold that clear, definite vision in your consciousness and see it working out without one thought of doubt or disbelief.
—Eileen Caddy, Footprints on the Path
Life is like a wild tiger. You can lie down and let it lay its paw on your head or sit on its back and ride it.
—Ride the Wild Tiger
Life is either a daring adventure or nothing.
—Helen Keller
Work is love made visible.
—Kahil Gibran, The Prophet
All the quotes above are from a wonderful book that I highly recommend: A Guide For the Advanced Soul...A Book of Insight by Susan Hayward.
Rebecca Macatee
Office of Dr. Robert Quinn
San Francisco, CAOur staff (Doctors included) brought in baby pictures (one each at 2-6 years of age). We took Polaroids of each of us and mounted the baby pictures with a number next to each. Then we randomly mounted the Polaroids with names. We gave patients cards and asked them to match the baby picture with the Polaroid. They made selections and entered our contest––with prizes. (The prizes were an assortment of beach goodies for each winner, i.e., chair, cooler, bottle, towel, ball, etc. Some parents even entered. Total winners in 6 weeks = 6. We then disclosed which pictures went with which Polaroid. We left the key up for another eight weeks––much interest was shown as contestants checked their wrong selections.
Drs. E.E. Schroeder and R.W. MacLean
Newbury Park, CAEducation is a social process...Education is growth...Education is not a preparation for life; Education is life itself.
—John Dewey
People are lonely because they build walls instead of bridges.
—Joseph F. Newton
The important thing is not to stop questioning.
—Albert Einstein
Dr. Robert Rosenberg
Providence, RIDear Karen,
Thank you for sending me the Nectar Connection. It’s fun to read it and learn from it! Here’s a quote I like very much:
“Those who always do their best to brighten up the day, who show concern and interest in a kind and caring way, who give their best and add a touch of joy to everything, are those who most deserve to have the best that life can bring.”
Dr. B. Schwaninger
Luzern, SwitzerlandIf it's meant to be, it's up to me! (& thee?)
Dr. Chuck Simons
Kokomo, INI want to say “thanks” for an excellent Treatment Coordinator Course in Denver last October. The information we received is invaluable, and I met some great people. “Hi” to everyone.
Directly from a Bazooka bubblegum comic, fitting for an orthodontic employee and patient:
"Today is tomorrow's yesterday; make it count."
Kelli Breden
Office of Dr. Larry Roberts
Elkhart, INRequired Reading:
Managing Knock Your Socks Off Service,
a book by Chip R. Bell and Ron Zemke
Karen Moawad
A friend of mine shared this with me. Replace "art" with "orthodontics."
"In art [orthodontics], the hand can never execute anything higher than the heart can inspire."
—Ralph Waldo Emerson
Julie Randau and Rebecca Holen
San Jose, CARight now, our practice is really slow. Our office has two employees, the doctor and myself. How can we get more patients when no one has money or a stable job in our area? The last thing people think about is putting braces on their child's or their own teeth. We've made several contacts with new and old offices for referrals. Nothing seems to help. We polled our patients to see if they were happy with our office, and they all said they enjoyed their visits because we try to make them happy and comfortable as can be. What else can we do? All advice is appreciated! Thank you!
Dyanna Kavanaugh, RDA
Dr. Murray Hamburg
Pomona, CAEditor’s Note: Please reach out a helping hand and let these folks hear from you!
Resolve to Keep Happy
Be happy, talk happiness.
Happiness calls out
responsive gladness in others.
There is enough sadness in the world
without yours...Never doubt the excellence
and performance
of what is yet to be.
...Join the great company
of those who make
the barren places of life
fruitful with kindness...Your success and happiness
lie in you...
The great enduring realities
are love and service...Resolve to keep happy,
and your joy and you
shall form an invincible host
against difficulties.—Helen Keller
Dr. Jeff Thompson
Overland Park, KSEditor’s Note: Sherry Schurr at Dr. R.A. McFarland’s Office in Lewisville, TX also sent in this quote and added, "Hi Guys! This is for the Nectar Connection. Please keep us on the list.
At the 6 month progress conferences and debonding, we give patients a card:
Care Enough to Share
For New Patients Only:
Complimentary Diagnostic Evaluation, Necessary x-rays, Photographs, Study Models, and consultation (Regularly $125). Expires two weeks after receipt.
Records remain the property of Drs. K.M.W.
Drs. Kessler, Morgenstern and Wiser
East Windsor, NJ"Preparing your boss for bad news is sometimes more appreciated than surprising him with good news."
Richard Thayer
Albertson, NYHi Karen,
It was nice seeing and talking to you in Hawaii. Since then, I have received the Nectar Connection and want to compliment you on this excellent communication tool. This type of “love” for our profession makes it the “very best” and keeps it “healthy.”
I want to share about one of my mentors, Dr. Hugh Croxton from Anderson, S.C.
Dr. Karl Nishimura, of Tustin, California, introduced me to Hugh and his concept of the "10" staff member. Once I took his course and used the material, it changed my life and my ability to focus on what is "important." Hugh's method of hiring "10s" is a unique process, starting from writing the proper ad and then interviewing by phone first. You are looking for someone who is unconditionally committed; someone who accepts your vision, loves you (despite yourself), does whatever it takes to get the job done (even cleaning toilets), is challenged and can be challenged, and requires you to run to keep up with them. One must remember that he or she cannot be a "10" without "10s" as staff members.
Note that you are hiring someone with the "correct attitude," most likely without any dental or medical experience, meaning you will need proper training methods. Over the last 24 years, I have trained about 140 staff members. Many have gotten their RDA (Registered Dental Assistant's Licensure), and others have gone to a teaching career; one is at the California Dental Association Office in Sacramento. We must select the "very best" and train them to become professionally proficient so they can carry on the excellent legacy of our profession. If we do that much for people who cross our life path, we have made this world better for everyone. From then on, they can make their mark in our profession or others since we have taken a chance on them. Now, they can meaningfully provide for themselves, their families, and friends.
Dr. Stanley K.M. Hew
Palo Alto, CAThe way I see it, if you want the rainbow, you gotta put up with the rain.
––Dolly Parton
Coralyn Steel
Greeley Orthodontic Center, P.C.
Greeley, COHello, Connie, Carol, and Karen,
I enjoyed the TC course given in Denver. I got a lot out of it, and I look forward to the advanced course next year.
After the initial exam, send a sticker for the patient's chart with the letter to the dentist. This way, their office will always know which orthodontist has seen the patient for the initial exam. (The sticker is a self-sticking gummed label printed with the message: "This patient is under the orthodontic care of John Smith, D.M.D., Phone Number")
Judy Varin
Office of Dr. John Walker
Lunenburg, MAKaren,
I love the tidbits. Great inspiration!
Here is one for you: Success means getting your “but” out of the way.
And here’s another: Whatever you are willing to put up with is precisely what you will have.
Keep up the fantastic work.
Lots of Love,
Jay Van Vechten
New York, NY"Hope is believing despite the evidence and working actively to change the evidence."
—Michael Toms
Diane Gilman
Bainbridge Island, WAWe show our appreciation to our patients and parents for referring a friend or relative to our practice by sending them a long-stemmed, red rose. For a third referral, we send them a gift certificate to a local store.
Once a month, we have a floral arrangement delivered to a referring dentist and his/her staff as our way to say thank you.
Dr. Henry Gellert
Newtown, CT"Courage is not the towering oak that sees storms come and go.
it is the fragile blossom that opens in the snow."
—Alice MacKenzie Swaim
Lorraine Mollohan
Office of Dr. David Fuller
Medina, OHBeing boss doesn't make you right; it only makes you the boss.
Anyone making three correct guesses consecutively will be established as an expert.
Dr. Anoop Sondhi
Indianapolis, INOn the day our patients get their braces off, we have them wait until all braces are off and teeth are polished before they can peek. Then as we hand them a mirror, we play a few notes from Handel’s Hallelujah Chorus. And we give them a congratulations banner. It’s a great way to express how our patients are feeling.
Betsy Criscenti
Dr. Hugh Sobottka’s Office
Seattle, WAI’m really glad that I can be a part of the Nectar Connection. It’s a great concept, and it’s great to hear the fantastic ideas from the other orthodontic offices.
Lynn Hall
Dr. Gregg Hipple’s Office
St. Paul, MNEditor’s Note: (Everything I Ever Needed to Know I Learned in Kindergarten was enclosed but not printed.)
The manager administrates, the leader innovates. The manager maintains, the leader develops. The manager relies on systems, the leader relies on people. The manager counts on controls, the leader counts on trust. The manager does things right, the leader does the right thing.
––Fortune Magazine
Love doesn’t sit there like a stone, it must be made, like bread; remade all the time, made new.
—Ursula K. LeGuin
We had cups made with our logo and general information on them so when someone refers a patient to our office, we have a florist deliver a nice but simple arrangement to their place of employment (which usually brightens their day and makes our name visible to the other employees of their office) at the beginning of the week. They then have the cup to use afterwards. This idea has also cost our office less to send than a regular floral arrangement.
Dr. Kenneth Albinder
Virginia Beach, VADear Karen,
I’ve received the Nectar Connection, and I think that it is excellent idea to have a network to exchange information with people that talk the same language (orthodontic).
I enjoyed reading the Telephone Manners. You are doing excellent work. Thanks for sending the Nectar Connection.
Sincerely,
Dr. Javier Brambila
Guadalajara, MexicoHi Karen,
Appreciate you, your staff very much. Words from Zen Philosophy that I have on my desk:
Life is occupied in both perpetuating itself and in surpassing itself; if all it does is maintain itself, then living is only not dying.
Dr. Jerry Prohaska
Sante Fe, MNDear Karen,
A thought on service: “No person was ever honored for what he received. Honor has been the reward for what he gave.”
—Calvin Coolidge
Best wishes for the new year.
Dr. Steven E. Hallgren
Kalamazoo, MIThis was copied from an article in the American Journal of Ortho. Dent. some time ago:
“Isn’t it strange that princes and kings, clowns that caper in sawdust rings, and ordinary folk like you and me are the builders of eternity?
Each is given a bag of tools, a shapeless mass, and a book of rules.
And each must fashion ‘ere life has flown
A stumbling block or a stepping stone.”
—Sharpe
Henry Dallam
Paducah, KYAs a token of a “job well done” last summer, our doctor handed each staff member an envelope full of money with the instructions that we had 1–1/2 hours to spend it, and with the stipulation that it be spent only on ourselves. Any money left over after our shopping spree was to be returned to the doctor. Needless to say, we spent every penny and enjoyed every minute of shopping!
This was one of the nicest ways of saying, “thank you” that I have ever experienced, and I just wanted to pass it on.
Sincerely,
Susanne Schnittger
Office of Dr. Lawrence A. Klar
Virginia Beach, VATo be effective, a treatment plan must be a visit-by-visit blueprint for the treatment objective.
“If you don't know where you're going, you will probably end up somewhere else.”
—"Cheshire Cat"
Dr. Philip Bader
Torrance, CAMary Kay Ash, founder and director of Mary Kay Cosmetics, says women are the greatest unused resource this country has. One facet of her formula for success involves encouraging people. "Forget their mistakes," she advises, "and zero in on one small thing they do right. Praise them and they'll do more things right and discover talents and abilities they never realized they had."
Office of Dr. Gregory K. Woodfin
Pensacola, FLTakes slides of ortho cases in following instances:
1) Poor hygiene
2) Many bent wires
3) Possible transfer
4) Many PF & P/C
5) Hard to handle parents, i.e., div. cases
6) Financial problems
This is a reasonable way to have a record of where your treatment status in case the patient disappears, or you dismiss them.
Dr. Len Warren
San Francisco, CATaken from unknown newspaper article:
"...best way to get new business is to worry about the work on your desk."
Dr. Rene Casavantes
El Paso,TXKaren,
A book I once read called The Greatest Management Principle in the World summed it up by saying,
"Reward the behavior you want more of."
We, as dentists, parents, spouses, and human beings, should consider this. I enjoy the Nectar Connection. Keep it up.
Dr. Jack Wilson
Watertown, SD"We are the place
where God
shines through
into our world."Linda Allen and Jeff Hawkins
Bainbridge Island, WA“In a hundred years from now, it will not matter what my bank account was, the type of house I lived in, or the kinds of clothes I wore, but the world may be much different because I was important in the life of a child.”
—Author Unknown
I love your newsletter, I just finally got around to the first issue and read all of them that evening. I also just reviewed your book, The Business of Orthodontics, for the “Orthodontic Review” and thought it was the best management piece I’ve ever seen. Keep up the great work.
Dr. Scott Hamilton
Topeka, KSEditor’s Note: Thank you, Dr. Hamilton. We are so appreciative of your kind words.
The above quote was also sent by Dr. Donna L. Ebert from Fort Collins, CO. Additionally, she wrote: Our office has enjoyed receiving the Nectar Connection. For the past few months, we have been placing “uplifting” quotes on our daily schedule. Having those reminders helps us remember the “big picture.” The quote I am sending summarizes why I enjoy orthodontics.
Dear Karen, I appreciate the Nectar Connection. Its existence acts as a metaphor for how you live your life, empowering and facilitating connections of all kinds!
A quote to share: "Man's (and woman's) mind, stretched to a new idea, never goes back to its original dimension."
—Oliver Wendell Holmes
With warmth,
Jean Blair
Iowa City, IAQuality is a race...with no finish line!! Most people/organizations don't aim too high and miss, they aim too low...and hit!!
P.S. Terrific job...keep it up!
Bob Moawad, CEO
EdgeLearning Institute
Tacoma, WAThanks for including our office in the Nectar Connection. We appreciate it.
"Our doubts are our worst traitors and cause us to lose the good we oft might win by fearing to attempt."
—Shakespeare
Aimee Carr
Office of Dr. Joe Mayes
Lubbock, TxYour life is up to you. Spirit provides the canvas; you do the painting. There are three kinds of people: those who make things happen, those who watch what happens, and those who wonder what happened. Take charge of your life – or someone else will.
––From Rules for Being Human by Dan Millman, who is the author of Way of the Peaceful Warrior.
Office of Dr. Michael Simmons
Statesville, NCIn our office, we show appreciation to referring dentists by delivering fresh-baked, warm muffins early in the morning. We arrange them in a decorative basket with a stick of butter. We always receive a pleasantly surprised reaction from the dentists and staff members.
Dr. Pelsue and Staff
Janesville, WIWe have extended the OSHA policy of safety glasses to our patients. We recognize that patient's eyes are as valuable and vulnerable to flying wires as our staff's. A tray system is utilized in our office. A pair of safety glasses is a part of each tray set-up. Each patient wears glasses as soon as they are seated. This has been well received by both patients and parents alike. They appreciate our caring for their safety. Glasses are disinfected between patients. Tinted glasses are used when utilizing bonding lights.
Dr. Ron Ritucci
Waterbury, CTWe are pleased that our office is producing a "Patient Newsletter." The first issue was quite a task: producing articles, editing them, and selecting appropriate ones for our first issue. The result was excellent and satisfying. The newsletter is an effective and personal way to communicate to our patients. Some examples are the names of different parts of the orthodontic appliances presented in the newsletter to benefit our patients so that they can converse intelligently with us if there is any problem concerning the appliances. Also, our patients can be kept abreast of all new changes with techniques and equipment in our office. Space in the newsletter is also assigned to recognize our patients' achievements at school or in our community.
All staff in our office are involved in producing our newsletter. This project creates a great team spirit and conveys better information to our patients.
We would love to share our newsletter with you. If you are interested, don't hesitate to contact us to join our mailing list.
Candy
Office of Dr. Frank Lo
4122-15th Ave.
Prince George BC
V2M 1V9 CanadaIn response to Dr. James Slack and staff's letter requesting help with scheduling emergencies:
We save from 11:00 to 12:00 at one chair each day for emergency (SOS) care that might require 15 minutes or longer. Shorter SOS appointments are worked into our regular schedule between 3:00 and 4:00. Most importantly, our chairside assistants are trained to analyze most emergencies and determine how much can be done at that time without disrupting the schedule. If necessary, we reschedule for another day to make additional repairs. Our doctor supports their decision 100%, and we continue on schedule.
Please keep the Nectar Connection coming––we love it!!!
Dr. Terry McDonald and Staff
Salem, ORAs I grow older, I find that many things I have worried about throughout my life have never developed into serious problems. I believe most people waste a lot of energy and effort worrying about things that will never come to pass. Dr. Norman Vincent Peale reports that a man named Dr. David Kepple said that 94% of his worries either never happened or were innocuous, and he could handle the 6% that was left. Dr. Kepple wrote the following poem about it:
Better never trouble trouble
until trouble troubles you,
For you're sure to make your trouble
double trouble when you do.
And your trouble, like a bubble,
that your troubled about,
It may be nothing but a cipher
with the rim rubbed out.
Dr. Barry McNew
Greenville, TXThe Nectar Connection is a terrific idea! I’ve enjoyed all the new ideas and thoughts of other practices. Continue the good work. I want to contribute a helpful hint for the lab technician:
When placing bands in an impression, secure them with a bit of super glue. Use the super glue just as you would use sticky wax. The super glue holds them securely while the impression is poured and is easily removed from the model before soldering.
Kerry Lucas
Office of Dr. Joe Pearson
Phoenix, AZMy team gave me the following birthday card:
You are a dreamer, but different from others who dream...You are a striver, but unlike others who strive...You are a searcher, but distinct from others who search... May this special day of celebration bring you more dreams to strive for and happiness in your search... Happiness on your birthday, from your Co-Searchers.
Dr. Francis Miranda
Dallas, TXDear Karen,
Thanks for including me on the Nectar Connection mailing list. I sure do enjoy the shared wisdom.
My life has always been enriched by embracing the unconventional, being adventurous, and being willing to take calculated risks. Guiding me along this pathway has been the quote from ultra-mountain climber Reinhold Messner: "To move is to risk death. To not move is death."
Dr. Bill McNeill
Mammoth Lakes, CA
or aboard “Grasshopper” somewhere in MexicoProfessionalism is a choice determined more by attitude than by education.
True professionals have made a solid commitment to be more competent tomorrow than they were yesterday by practicing today.
O.A. Bud Ham
Aurora, COHappiness is like a butterfly. The more you chase it, the more it eludes you.
But if you turn your attention to other things, it comes and sets softly on your shoulder.
––Nathaniel Hawthorne
The Nectar Connection is wonderful, but Karen, everything you do is a class act!
Sandy Grubb
Office of Dr. John Grubb
Chula Vista, CAPeople don't care how much you know until they know how much you care.
Excellence is doing a common thing in an uncommon way.
The trouble with the world is that the stupid are cocksure, and the intelligent are full of doubt.
—Bertrand Russell
Karen, your connections lubricate my mind. Thanks.
Dr. Frederick Preis
Bel Air, MDSalutation to the Dawn
Look to this day!
For it is life, the very life of life.
In its brief course
Lie all the verities and realities of your existence:
The bliss of growth
The glory of action
The splendor of beauty,For yesterday is but a dream
And tomorrow is only a vision,
But today, well lived makes every yesterday a dream of happiness
And every tomorrow, a vision of hope.Look well, therefore, to this day!
Such is the salutation to the dawn.–By the famous Indian dramatist Kalidasa.
Dr. Gayle Glenn
Dallas, TX"Organizing is what you do before you do something so that when you do it, it's not all mixed up."
––Christopher Robin in Winnie the Pooh
Bill Harrison, Ph.D.
Tucson, AZI laughed at an incongruously humorous bumper sticker:
Visualize whirled peas.
Richard Schamber, Ph.D.
Tucson, AZThe common name for the APODIFORMES TROCHILIDAE is
"HUMMINGBIRD"!!
The most prominent feature of the hummingbird is its long, slender bill, which allows it to reach the nectar in flowers. Its wingbeat is so rapid that it produces a humming sound.
APODIFORMES––ORDER
TROCHILIDAE––FAMILY
Dr. Peter Paulos and Staff
West Valley City, UTEvery time I start feeling dragged down by life's petty details, I read a saying I have hung above my computer:
Life is not a problem to be resolved, but a gift to be enjoyed.
––Proverb
Thanks to the Nectar Connection, I have more beautiful pearls to read when I need to get “centered” again.
Nancy Rivera
Office of Dr. Kenneth Holman
San Francisco, CAI would like to share my marketing idea with your newsletter readers. Please let them know that I am available to help them with details.
Our office offers a free CPR class for our referring dentists and their staff. It includes a pizza dinner, drinks, and dessert, as well as a fun, informal CPR class. I am a certified instructor of the American Heart Association in our office. I also have an assistant helper. The class gives each student 3 C.E.U.'s, and their card is good for two years. (Most of our dentists/staff come back each year.) The setting is informal, and the class is in our reception area. We certify ten students per class, and our classes fill up almost immediately. We have been doing this for about four years and are practically guaranteed 2-4 new patient referrals from the students within two weeks after the class.
Susan M. Boulay
Office of Dr. Gerald J. Jeffry
Antioch, CA"What I do today is important because I am
Paying a day of my life for it.
What I accomplish must be worthwhile because
The price is high."
––Author Unknown
Sheila K. Berger, Business Manager
Middletown Dental Group
Middletown, OH"We must ask ourselves if we are merely making a living or designing a life."
—Anthony Robbins
Carol Gray
Office of Dr. John Cavanaugh
Phoenix, AZ"To give real service, you must add something which cannot be bought or measured with money – sincerity and integrity."
—Donald Adams
I so appreciate the Nectar Connection.
Best Regards,
Dr. Bill Pritchard
Vancouver, WAWe have installed a communication bulletin board entitled "A Word in Edgewise" in our office kitchen. It keeps the staff up to date on events such as staff meetings, work schedules, vacations, and fun things such as local craft shows, baby births, birthdays, and Christmas luncheons.
We hold a mini staff meeting every morning in this area to discuss the day's schedule. The communication board is displayed to keep everyone "straight" on what's happening.
Kathleen Starek
Office of Drs. Greely and Nista
Wilmington, DE"Argue for your limitations and sure enough, they are yours!"
—Richard Bach
Bonnie Glidden
Office of Dr. Wm. Iversen
Ft. Collins, COYou can take great people, highly trained and motivated, and put them in a lousy system, and the system will win every time.
––Geary Rummier
President, The Rummier-Bache Group
Based on a quote from the book Managing Knock Your Socks Off Service.
Clint Murchison Jr., a millionaire oil man, said,
"Money is like manure. If you spread it around, it does a lot of good. But if you pile it up in one place, it stinks like hell!"
When we deliver final retainers to a patient (child), we give them a note card and envelope and instruct them to write a thank-you note to their parents for providing them with braces (i.e., paying for it, driving them over, helping them remember rubber bands, etc.). Then, they address it to their parents, and we mail it to them. The kids enjoy it, and the parents love it.
Dr. Suzanne King
Atlanta, GAEvery person you meet knows something you don't; learn from them.
Take charge of your attitude. Don't let someone else choose it for you.
Wear out, don't rust out.
Never give up on anybody. Miracles happen every day.
––From Life’s Little Instruction Book
Dr. Donald Woodside
Toronto, Ontario
CanadaDear Hummingbird Associates:
We sincerely appreciate the positive motivational material provided in the Nectar Connection.
We have purchased an erasable board which we use weekly to write inspiring quotes and ideas. This starts the week on a positive note!!
Thank you,
Cindy Krueger
Office of Dr. Douglas Aaker
St. Cloud, MNMy staff and I enjoy the Nectar Connection immensely.
One of the more successful "hints" we have gleaned from your recent book and newsletters was the "Debond" package.
After constantly preaching the right and wrong foods to eat during their orthodontic treatment, at Debond, we present our patients with a little goody bag. Included is a fresh (as crunchy as we can get) green apple, a bag of trail mix, and a package of sugarless gum. (We have yet to lose a bonded 3-3 as the result of our little package!) Our adult patients get a box of gift-wrapped chocolate dinner mints. Cost is minimal, and the little bonus makes this day even more special.
As an added note, we just started taking Polaroid pictures of our patients before debonding so they can remember their "tin grin."
Best regards from Canada,
Dr. Gordie Organ and Staff
Mississauga, Ontario
CanadaJunior Dental Assistants
During the summer, some of our patients assist in the office to become better acquainted with the procedures and our practice. We don't have time to schedule as many as we would like to help us for either the morning or afternoon, but we accommodate as many as possible. They do a terrific job!
Office of Dr. Alex Axelrode
Pinole, CAWe put quotes on our daily schedules. They are motivational and positive in nature. We also have secret pals we keep up with and care for!
Donna Raymond
Office of Dr. Richard Talbot
Citrus Heights, CAAs new readers of the Nectar Connection who are desperate to stay on your mailing list, we are sending the following in hopes it has not been printed before. Clipped from some forgotten source years ago, it is faithfully attempting to keep us humbled and centered...
The six most important words are, "I admit I made a mistake." The five most important words are, "You did a good job." The four most important words are, "What is your opinion?" The three most important words are, "If you please." The two most important words are, "Thank you." The LEAST important word is, "I."
Thanks for sending such inspiring material –– we are looking forward to the next issue.
Nancy Whited
Office of Drs. Pick and Siegel
Glen Burnie, MDOur office is located across from the local schools. Every afternoon, we have a crowded waiting room full of patients who are early for their appointments since they have come directly from school. To keep these patients busy, we have two video games in a room next to the waiting room. The games are free, and they relieve the congestion at peak hours.
Office of Dr. Casey O'Conor
North Ridgeville, OHAt the end of each monthly staff meeting, we have a "Door Prize" drawing. It creates lots of excitement. Examples are cash prizes ranging from $10 to $50, depending on production/collections. Favorite prizes include an overnight stay at a nearby resort or hotel, dinner for two at an especially nice restaurant, and gift certificates.
Dr. John Coombs and Staff
Carson City, NVThe basest of all things is to be afraid, and teaching himself that, forget it forever, leaving no room in this workshop for anything but the old verities and truths of the heart, the old universal truths lacking which any story is ephemeral and doomed––love and honor, pity and pride, compassion and sacrifice. —William Faulkner
Dr. Watt Bishop
Oxford, MSOur office gives an outdoor "Back to School Bash" at the beginning of our school year to show appreciation to our patients. It includes lots of food, games, prizes, and fun. It has grown each year with more and more participation from patients, parents, and staff. This year, even with the threat of heavy rains, it was a huge success. It has contributed much to our patient-staff relationships. At the end of each bash, it is difficult to say whether patients or staff had more fun.
Angela Martin
Office of Dr. Stephen C. Trawick
Pensacola, FLWe routinely charge $90 for lost or broken retainers. We will extend a $45 discount if the patient agrees to write a one-page essay about how it was lost. It's an appreciated gesture, and patients have been very creative with poems, essays, etc.
In our office, the assistant sends a short note to each bonding patient, expressing our concern and wishing them a pleasant orthodontic experience.
Dr. W.C. Richardson
Lynchburg, VAKaren––For a first-class Hawaiian vacation, especially if you like to mix golf into the agenda, try the new Ritz-Carlton at Kapalua, Maui. Three courses and the Blue Pacific just outside your door!
Dr. Randy Womack
Phoenix, AZOur office remembers the local dentist's birthdays with a surprise each year. We have a calendar with all the birthdays listed, and a staff member delivers the gifts.
We also send surprises at Halloween and Christmas. Local dentists are a must, but this year, we included the following: Pediatricians, pharmacies we do business with, the bank, printers, photo developers, and the hospital.
It doesn't seem like work at all. The staff has fun delivering the surprises!
Dr. Goodwin Thomas
Rock Hill, SCTo work in our office, we must be health-oriented. Dr. Bozek donates an hour of work time, and, in conjunction with our lunch hour, we can attend a fitness class. On Monday, Wednesday, and Thursday at noon hour, we all, including the doctor, take a step aerobic or a low-impact aerobic class.
As well as forming better working relationships, we find we have more energy for our afternoons.
Jane
Office of Dr. Ray Bozek
Burlington, Ontario, CanadaThe Importance of Rules
A family had purchased a cabin on a beautiful lake and was preparing to vacation there. Before leaving, the father proposed a list of rules that would govern the family's activities while at the cabin, but the two teenagers objected to the rules.
"We go to the lake to be free and have a good time," they protested, "not to follow silly rules."
After further discussion, the father and mother finally conceded, " Very well. We'll let you have it your way this time. There are no rules."
Almost as soon as the family arrived at the cabin, problems arose. One of the youngsters was missing his swimsuit. The mother explained that one of the rules was that she'd check all the clothes and pack them, but since the rules had been abolished, she didn't bother checking.
The other child realized the motorboat had no gas. The rules had given that responsibility to Dad, but he felt free to forget it. After all, the rules had been forgotten.
But the real crisis came at mealtime. When two hungry youngsters came rushing into the cabin ready to eat, Mom and Dad had already finished their snack. "Without rules," explained Dad, "it's every man for himself." The children finally got the point.
Rules may sometimes seem like undesirable restrictions, but they actually create a situation in which absolute freedom can be enjoyed.
Dr. Donald Cronin and Staff
Langley, BCA Holiday Inn, when looking for 500 people to fill positions for a new facility, interviewed 5000 candidates.
Hotel managers interviewed these people and excluded all candidates who smiled fewer than four times during the interview.
This applied to people competing for jobs in all categories.
Michelle Boyd
Office of Dr. William Craig
Wilmington, NCPower of Suggestion
A man lived by the side of the road and sold hot dogs. He was hard of hearing, so he had no radio. He had trouble with his eyes, so he read no newspapers. But he sold good hot dogs.
He put up a sign on the highway telling how good they were. He stood by the side of the road and cried, "Buy a hot dog, mister!" and people bought.
He increased his meat and bun orders, bought a bigger stove to accommodate his trade, and brought his son home from college to help him. But then something happened.
His son said, "Father, haven't you been listening to the radio? There's a Big Depression. The European situation is terrible. The domestic situation is worse."
The father thought, "Well, my son has been to school. He reads the newspaper and listens to the radio. He ought to know."
So, the father cut down on his meat and bun orders, took down his advertising signs, and no longer stood on the highway to sell his hot dogs. And his hot dog sales fell almost overnight. "You're right, son," the father said to the boy. "We are certainly in the middle of the Great Depression."
Dr. Joe Coniglio
Corpus Christi, TXCongratulations Dr. Peter E. Paulos and staff! You were the first to answer our Nectar Connection trivia question correctly, so you received the prize! Good job!
This issue’s question: What are the two unique physical features developed to aid the hummingbird as it prepares to enter the outside world?
A man with a scant vocabulary will almost certainly be a weak thinker.
He who would learn to think should learn to write.
Good ideas are elusive and must be captured in flight...jot down a good thought the moment after it lights up your mind.
––Henry Hazlitt
From The Free Man's Almanac, Leonard Read, 1974
Dr. John Goode
San Pedro, CAMany thanks for sharing the Nectar Connection with us. Here’s a bit of philosophy that has, on many occasions, made the day brighter for me and, hopefully, for those around me.
Attitude
The longer I live, the more I realize the impact of attitude on life. Attitude is more important than facts. It is more important than the past, education, money, circumstances, failures, successes, or what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company...a church...a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past...We cannot change the fact that people will act in a certain way. We cannot change their inevitable behavior. The only thing we can do is play on our one string, which is our attitude...I am convinced that life is 10% what happens to me and 90% how I react to it. And so, it is with you...We are in charge of our Attitudes.
––from The Impact of Attitude on Life by Chuck Swindoll
Dr. Carl A. Kuhn
Hayward, CA(This quote was also sent from Dr. Jack Redmond, Dr. Tim Buto, and their Staff, Oxnard, CA)
"Every piece of marble has a statue in it waiting to be released by someone of sufficient skills to chip away the unnecessary parts. Just as the sculpture is to marble, so is education to the soul. It releases it. Only the educated are free. You cannot create a statue by smashing the marble with a hammer, and you cannot by force of arms release the spirit of the soul."
––Confucious
What carries 30 million bits of storable information, weighs less than 3 pounds, provides hard copy, handles both text and graphics, allows random access, is available 24 hours a day, is completely portable, and costs less than 30 cents a connect hour? (Answer: a newspaper).
Dr. Arthur Dugoni
Dean, University of the Pacific School of Dentistry
San Francisco, CAKaren,
I enjoyed reading the October issue of the Nectar Connection. I am enclosing my contribution for inclusion in your next issue. Please keep sending us the Nectar Connection!!!!
Risks
To dare.
To laugh is to risk appearing the fool.
To weep is to risk appearing sentimental.
To reach for another is to risk involvement.
To expose your ideas, your dreams, before a crowd is to risk their loss.
To love is to risk not being loved in return.
To live is to risk dying.
To believe is to risk failure.
But risks must be taken, because the greatest hazard in life is to risk nothing, have nothing, are nothing.
They may avoid suffering and sorrow, but they cannot learn, feel, change, grow, love, live.
Chained by their attitudes, they are slaves; they have forfeited their freedom.
Only a person who risks is free.
––Author Unknown
Trish Edenfield
Office of Drs. Bill and Celia Martin
Gainesville, FLIn our office, we send Welcome packets to our new exam patients before their first visit. Inside the packet, there is an acquaintance form to be filled out and brought with the patient on the day of the exam. So many exam patients forget to bring their completed forms with them that we decided to try sending a neon-colored form, one that would stand out. Our return rate has improved dramatically!
Dr. Oles Drobocky
Bowling Green, KYAn office with a budget plan for the year to come has a road map to obtain the goals they set. Without a road map, an office is at a level of randomness and hope and has no direction. We have found that a yearly budget plan benefits the practice.
Dr. John M. Traul
Glenwood Springs, CO"Success comes to those who don't let it happen but make it happen."
—Robert Half
Perfection consists not in doing only extraordinary things but in doing ordinary things extraordinarily well.
Life is not a problem to be solved but a mystery to be lived.
Anxiously awaiting the new issue.
Mike & Sue Matlof
Manchester, MOEditor’s Note: Sue, you inspired the Nectar Connection concept. Thank you!
I recently read Walden by Thoreau. He said:
"Let not to get a living be thy trade, but thy sport!!"
It's more fun!
Dr. John Parker
Monroe, LAWhat costs the least and gives the most?
A pleasant smile.
Dr. Martin Schwartz
East Windsor, NJFor cleaning cement and powder from instruments, we find baking soda to be the easiest method.
Love gives joy; unconditional love gives strength to endure the hardships of life.
Dr. Farrell Hinkle
Santa Ana, CAWe order 2x6" plastic bags to cover our air/water syringe. These are available from any of a number of companies selling plastic products. We order from National Bag Co. Inc. (800) 247-6000. The cost is $14.00/1000––much cheaper than "syringe covers" from a dental company. We cut off a corner and the bags slip right over the syringe tip and cover the body of the syringe. They work great.
Dr. Kelly Toomis
Prairie Village, KSA group of 21 office managers and receptionists from the dental community have recently started meeting monthly to discuss common interests. Representatives from general dentistry, orthodontics, periodontics, endodontics, and oral surgery pool their expertise on subjects as diverse as stress management, collections, and conflict resolution.
The meetings provide a great opportunity to get to know the people you would otherwise know only by phone. They help further broaden our referral base, and we all benefit from each other's experiences.
Mary Jane Tinsley
Office of Dr. David Turpin
Auburn, WADear Karen––
We all enjoy the Nectar Connection, especially the philosophical tidbits. Leigh Ann Powers, our Office Manager shared one of hers with us that came from her grandparents. (It hung for years above their bathroom mirror.)
Count your life by smiles, not tears.
Count your age by friends, not years.
Dr. Dick McDaniel
Springfield, ILIt's not what you say but how you say it!
"Johnny, if you move around in the chair, you may hurt yourself" vs. "Johnny, if you move around in the chair, I will hurt you."
"Mrs. Smith, during the consultation, please interrupt me if I'm not being clear" vs. "Mrs. Smith, during the consultation, please interrupt me if you don't understand."
Dr. Kenneth W. Groman
Holmdel, NJOur office has placed a "free play" video machine in our reception area. It really keeps our patients and parents occupied, especially on busy afternoons. Believe it or not the parents seem to enjoy it more than the patients!
Dr. Russell Strauss and Staff
Middletown, NYThe older I become, the more truly I believe these words from T.S. Elliott: "We shall not cease from exploration. And the end of all our exploring will be to arrive where we started and know the place for the first time."
Dr. Ken Greenbaum
Salem, ORDear Karen,
We have enjoyed the Nectar Connection, but you really got our attention with the last issue note––so here goes some thoughts I use. Maybe I can make up for back issues!
If I can't, then I must.
There is no way to happiness, happiness is the way.
If you quit, you fail.
There is always a way.
Dr. Ron Perkins
Dallas, TX"Always reach for the stars. Even though you may trip and fall on the moon, you're still on higher ground than when you started."
—Kathy Boone
Dr. P. Jack Feller
Rock Springs, WYKaren et al,
I sincerely appreciate and enjoy your newsletter. Thank you for “doing it.” My contributions:
Don't be afraid to go out on a limb; that is where the fruit is.
Let us endeavor to live so that when we come to die, even the undertaker will be sorry.
Dr. Randy Feldman
Tampa, FlWe must always understand and appreciate the priceless gift we have been blessed with. The career we have chosen is not the placement of brackets, the bending of wires, or even the straightening of teeth. It is the ability to truly shape peoples lives and affect their destiny. It is the power of giving someone the incredible gift of increased self-esteem and self-worth, which may determine the difference between success and failure, happiness and sorrow. It is the ability to touch the lives of others so that someday, they, in turn, will have the opportunity also to touch the lives of others. It is the joyous realization that what we do is important and that for the short time we are here on earth, we really do make a difference.
Dr. Stephen Tracey
Upland, CAHow to Get Rid of Roadblocks
At your next staff meeting, ask participants to complete this sentence: "The most demeaning, annoying, and humiliating rule/ procedure/form/regulation/policy with which I have to live is..."
Collect these statements, which identify what is preventing productivity. Then, have the courage to change policy on the spot or promise rapid action to address the expressed problems.
From The Manager's Short Course
by Bill and Cher Holton -
We are using the new Dremel cordless hand grinder to trim retainers. It's much easier to comply with sterilizing procedures. We have the Dremel and a bowl of burs and wheels at the center island. The operator selects a sterile bur with cotton pliers (no gloves on) and places it in the machine. Grind the retainer over the trash receptacle (gloves on). Set the grinder on a paper towel. Then, staff sprays it with iodophor. Twenty minutes later, it's ready and clean.
Dr. Jerry Nelson
Berkeley, CAI recently asked Sharon Winn, a leading management consultant to Seattle-based companies, how big businesses use a budget to fund business promotion, capital expenditures, etc. She responded with the following:
“I recommend Peter Drucker’s advice to my client, Karen. Maybe yours might find it helpful as they look to make their practice development ‘routine’ instead of a special event... He states ‘the easiest way is for a company to have two operating budgets: one, short term, for ongoing operation; a second, extending over three to five years, that covers the work (rarely more than 10% or 12% of total expenses) needed to build and maintain the company’s wealth-producing capacity—processes, products, services, markets, people. This second, ‘futures budget’ should neither be increased in good years nor cut in poor ones. This is what the Japanese companies have been doing ever since I first told them about it thirty years ago.’”
—Peter Drucker
Sharon Winn
Winn and Associates, Inc.
Seattle, WAWhen I was in the Navy... a long time ago..., the ship's captain had a sign on his door.
"If you come to me with a problem and you don't have a solution for the problem, you become part of the problem."
Dr. Mark Simons
Seattle, WAMay the best thing that happened to you last year be the worst thing that happened to you this year.
—Author unknown
Teri Harter
San Leandro, CADr. John Mattingly of Louisville, KY, shared this one with me:
"I slept
And dreamed that life was all joy.
I woke
And saw that life was but service.
I served
And understood that service was joy."
—Rabindranath Tagore
John Ottley, Executive Director
Southern Association of Orthodontists
Atlanta, GASayings to live by:
Flatter me, and I will not believe you
Criticize me, and I may not like you
Ignore me, and I may not forgive you
Encourage me, and I will not forget youDr. Arthur Dugoni, Dean
University of the Pacific Dental School
San Francisco, CAHello, Hummingbirds,
Here is a quote I'd like to share:
"We humans have somehow alienated ourselves from the part of our nature that gives us our sense of security. It lives in the knowing that ‘I am beautiful, good, holy...’
Nature is by no means insecure. On the contrary, it seems to 'know' that it is good, beautiful, holy. It always seems to be saying, 'I am!'"
—Catherine Busch, Creation Magazine
May/June 1988
Karen Day
Bainbridge Island, WA"Choices become habits
Habits become character
Character becomes destiny."
Anonymous
Thank you for the recent issue of the Nectar Connection. Our entire staff enjoyed and appreciated it.
I use the following quote as a reality check for myself when I am experiencing unpleasant situations and negative feelings:
"Unhappiness is the difference between my expectation and my experience."
Special regards to Carol Luemmen.
Patricia Hamby, Treatment Coordinator
Office of Dr. T. Allen James
Decatur, GAFRIENDSHIP is the comfort, the inexpressible comfort of feeling safe with a person. Having neither to weigh thoughts nor measure words but pouring all right out just as they are, chaff and grain together, sure that a faithful, friendly hand will take and sift them, keep what is worth saving, and with a breath of comfort, blow the rest away.
—Author unknown
Debby Clifford
Office of Dr. Thomas C. Lawton
Winter Park, FL"If you love something, set it free
If it comes back to you, it is yours.
If it doesn't, it never was."
—Unknown
Love to you,
Cathy Jameson
Oklahoma City, OKI found this in one of those paperbacks one reads at the airport while waiting for the plane. It's well worth the price.
"The meaning of life is infinite! It is precisely what each human soul chooses to make of it."
Dr. Peter Sinclair
Ortho Dept., UNC Dental School
Chapel Hill, NCThe cleverest Valentine's Day greeting card prize goes to Suaan Asher, a dear friend in Santa Fe, New Mexico. Suaan's card read, "Friends like you are the unexpected second layer of chocolates in the heart-shaped candy box of life."
Karen Moawad
Hummingbird AssociatesThe motto "Everything in moderation" has served many people well. Another variation seems more appropriate to me now.
"Everything in moderation—including moderation!"
As the beer ad says, "Go for the gusto!" and lash out occasionally.
Dr. Gary Stauffer
Lethbridge, AlbertaOur office has TV (13") monitors before each chair. They are hospital units operating on 20 volts (for safety reasons), and we play videos that are appropriate for the age group of the practice. Nothing is played "live." At the start, the patient to be banded is invited to bring in a video of his choice, or he/she may select one from our library.
Dr. John N. Reichheld
Lowell, MA"There are two ways to be rich: you can earn, inherit, borrow, beg, or steal enough money to meet expensive desires, or you can cultivate a simple lifestyle of few desires. In the latter, you will always earn enough money."
—Dan Millman
The Way of the Peaceful Warrior
John Ottley, Executive Director
Southern Association of Orthodontist
Atlanta, GAI very much enjoyed the second issue of the Nectar Connection. It seems to be developing into a newsletter worth reading. Best wishes for the future, and warmest personal regards.
Dr. Charles J. Ruff
Waterville, MEI am glad you are doing something for this world of ours. Great job!
I encourage you to look inward to our native Americans whom we have displaced! If you are inclined, write to Earth Song Society, 300 NW 14th, Portland, OR 97209; (503) 647-5109.
Dr. George H. Kho
Olmsted Falls, OHThanks for sharing the Nectar Connection (great name!) with us. Somehow, I must have missed the first issue—too much speed reading through the mail.
The birds are chirping today, and I hear them in the quiet that descends after hours. Reading the Connection unites me with all those who contributed, and I'm buoyed by the feeling that they work in the same world, struggling and triumphing with the same issues we all have. I want to share something that sits over my desk—I read it every day whether I want to or not:
"The measure of a person's wealth is the quality of his relationships."
Thanks so much for sharing with us.
Dr. Connie Greeley
Wilmington, DEHi, Karen,
We have continued to improve our "on time" scheduling by working with the concept of OUT TIME. The scheduled completion time of each appointment is written on the Orthotrac Buck Sheet, and we strictly adhere to it. The next patient is seated on time, and the day is smoother. This way, we can reschedule anything that would run us overtime.
Thanks for including us in your mailing. Have a wonderful summer.
Best regards,
Dr. Ray Kubisch and staff
Bellevue, WAThoroughly enjoyed our issue of the Nectar Connection. We all think it is an outstanding idea!
Just a thought for all those offices that feel too hurried during "rush hour"...
If there seems to be never enough time to do it right, why is there always enough time to do it over?
Cindy Hall
Office of Dr. Paul Shok
Meadville, PAWe received the Nectar Connection, and our office was delighted with it.
We post a "positive thought" on our bulletin board each Monday morning for a week. We are going to use many of those from the Nectar Connection.
Jean
Office of Dr. Rodney Dubois
Bellevue, WAIS THIS WHERE I WAS GOING???
I have not seen the plays in town,
Only the computer printouts.
I have not read a novel in years,
Only the orthodontic journals.
I have not heard birds sing this year,
Only the sound of models grinding.
I have not taken a walk anywhere,
But from the parking lot to the office.
I have not shared a feeling in months,
But my opinions are known to all.
I have not listened to my own needs,
But what I go after is what I get.
I have arrived
is this where I was going?—Adapted from a poem by
Natasha Josefowitz
Although I don't know who first said it, one of my favorite life expressions is: "EVERY JOB IS A SELF-PORTRAIT OF THE PERSON WHO DID IT. AUTOGRAPH YOUR WORK WITH EXCELLENCE."
Enjoying the Nectar Connection.
Dr. Bob Cram
Red Deer, AlbertaI have enjoyed your Nectar Connection—what a great idea! A phrase that made a lifelong impact on a young boy (me) is written on the granite base of a vast bronze eagle in full flight at the Air Force Academy in Colorado Springs (my son now attends).
"The power of his knowledge sustains man's flight through life."
Dr. Richard Releford
Marysville, WASome sound advice on travel from one who knows (taken from Forbes, February 17, 1992):
“Take twice the cash and half the clothes.”
—Anonymous
Dr. Martin Schwartz
East Windsor, NJThank you for the Nectar Connection. What a fantastic idea! Having received my first copy just after receiving a chocolate-filled Easter Basket, I thought I'd include this information for your readers. It comes from a book called "Chocolate: The Consuming Passion" by Sandra Boynton.
MYTH NO. 1
"Chocolate is bad for your teeth."
This criticism can be effectively diffused by simply quoting from the report of a Massachusetts Institute of Technology research team: "In contrast to popular expectations, cocoa powder has exhibited a significant caries-inhibitory effect when added to cariogenic diets in animal studies... The conclusion drawn... is that there is a heat-stable, water-soluble, chemical component of cocoa which shows an inhibitory effect upon total dextran synthesis of streptococcus mutants."
(This was presented at the IADR in 1978 by V.J. Paolino.)
Dr. Claire Ogata
San Francisco, CAThe Nectar Connection has some great quotes and sharings, so here is one more from my collection: Milton Olson's "A Lesson from Geese.”
“As each bird flaps its wings, it creates an "uplift" for the bird following. By flying in a "V" formation, the whole flock adds 71% greater flying range than if the bird flew alone.
LESSON: People who share a common direction and sense of community can get where they are going quicker and easier because they are traveling on the thrust of one another.”
Margaret Carpenter
Seattle, WAThe best return on investment (in terms of time and money) was a letter we sent to the parents of 3rd and 4th graders in our neighborhood. We obtained the list from the schools (for a small fee; they even give you mailing slips). The letter was about the benefits of early treatment and offered a free examination.
Dr. David Skibell
Houston, TXA Smile
A smile costs nothing but gives much—
It takes but a moment, but the memory of it usually lasts forever.
None are so rich that can get along without it—
And none are so poor but that can be made rich by it.
It enriches those who receive
Without making poor those who give.
It creates sunshine in the home,
Fosters goodwill in business,
And is the best antidote for trouble.
It cannot be begged, borrowed, or stolen, for it is of no value
Unless it is freely given away.
Some people are too busy to smile at you;
Give them one of yours.
For the good Lord knows that no one needs a smile so badly
As he or she has no more smiles left to give.—Author unknown
Dr. James Vacca
Statesville, NCEd. The office of Dr. Bill Barton of San Diego, CA submitted a variation on this same poem. Great minds think alike!
Even though I am not a client, I wanted to let you know how terrific your idea is. I love getting your newsletter, too.
All is well here. I got the garden planted, and now it is unseasonably cold. No win.
Take care.
Love,
Bunny Mitchell
Atlanta, GAI want to share a unique addition to our office staff's library. The doctors have purchased a "Focus on the Family" lending library from Dr. James Dobson. The library includes books, audio tapes, VCR tapes, pamphlets, and magazines. These reading and viewing materials are for our use, as well as our family's use. Many family and individual topics are discussed in the literature. The staff is very excited about the addition to our library, and we appreciate the investment from our doctors.
Sheri Brooks, Treatment Coordinator
Office of Drs. Ed and Rob Amley
St. Petersburg, FLThere is no chance,
no fate,
no destiny
that can hinder
or circumvent
or control
the firm resolve of
a determined soul.Wendy
Office of Dr. Peter Paulos
Salt Lake City, UTI do so enjoy the Nectar Connection. The excerpts on life are so actual.
When answering the phone, I have found that if I rephrase "May I say who's calling?" to "Would YOU like me to say who's calling?", our patients are more willing to leave their names and don't feel affronted.
We also never "confirm" appointments. Instead, we "check that the time and date are still satisfactory." This is only different wording, but it sure makes the new patient feel in control.
Sue Walker, Appointment Consultant
Office of Dr. Terry Carlyle
Edmonton, AlbertaA thought on happiness.
"Enjoy doing as many of your daily tasks as you can. Do the others and enjoy having them behind you."
Dr. Thomas Popp
Chattanooga, TNOrthodontic auxiliaries—if you want to grow in your job, learn new positions in your office, or define a career path within the challenging world of orthodontics, consider finding a mentor to gently nudge you along the right track and give you feedback from an objective point of view.
A newly released book entitled Women, Mentors, and Success by Jeruchim and Shapiro made me pause and reflect on the mentors in my life. One person stands out as having given me much practical advice and support. I wish to thank:
DR. BURT PRESS.
Applause to you for being such an inspirational role model!
Karen Moawad
Hummingbird Associates
Bainbridge Island, WATo live content with small means; to seek elegance rather than luxury, and refinement rather than fashion; to be worthy, not respectable, and wealthy, not rich; to study hard, think quietly, talk gently, act frankly; to listen to stars and birds, to babes and sages with an open heart; to bear all cheerfully, do all bravely, await occasion, hurry never.
In a word, to let the spiritual, unbidden and unconscious, grow up through the common.
This should be one's symphony.
And Bill Harrison, I never realized you were a country music fan. I recognized the words from the Kathy Mattea song—aren't they great?!
Connie Peterson
Hummingbird Associates
Bainbridge Island, WAIt is a great and inspirational publication.
Be sure we stay on your mailing list. Please include my favorite saying, which I have adopted as my office philosophy. It's true, and it works.
"Patients don't care how much you know. They want to know how much you care."
Rosemary Bray, Office Manager
Office of Dr. Dennis McKee
La Mesa, CAEd. Dr. Robert Fields of Stamford, CT, also submitted this quote. Maybe California and Connecticut aren’t so different after all.
HELP WANTED:
We have been on doctor-time scheduling for a year and are still struggling to achieve our goal. We are a two-doctor practice where both doctors see patients simultaneously. If you would have any hints or suggestions that may have helped your practice achieve this end, please send them to:
ATTN: Martha
c/o Drs. Osborne and Bernard
1021 Schneider Road
North Canton, OH 44720"Yesterday is a canceled check;
tomorrow is a promissory note.
today is the only cash you have—
so, spend it wisely."—Kay Lyons
Linda
Office of Dr. Peter Paulos
Salt Lake City, UTKaren, this is a poem my dad lived by and shared with us, and it now guides my thinking.
Good, Better, Best
Never let it rest
Till the Good Gets Better
And the Better is Best.Strive On!
Dr. Peter Bayer
Ft. Walton Beach, FLThis is just a short note to thank you and the many other capable individuals who created The Business of Orthodontics. This publication's quality in terms of management content and graphic presentation has redefined the "golden standard". As a Macintosh aficionado, it is self-evident that the whole text glows in its graphics-based heritage.
I know only too well that this masterpiece embodies the blood, sweat, and tears of many, not to mention the visions and aspirations of some talented minds.
Those efforts will provide the building blocks for substantial improvement in both the quality of life and care for many orthodontic practices around the globe.
With heartfelt thanks and congratulations.
Dr. Kenneth Marshall
Mosman, NSW, AustraliaI enjoyed your newsletter immensely and would like to give back to you because of the gains I have received.
The following anonymous poem is one of my favorites. Please share it with your readers.
Habit
I am your constant companion.
I am your most excellent helper or your heaviest burden.
I will push you onward or drag you down to failure.
I am entirely at your command.
I am the servant of all great men
and alas, of all failures.
Those who are great, I have made great.
Those who are failures, I have made failures.
Take me, train me, be firm with me, and I will put the world at your feet.
Be easy with me, and I will destroy you.
Who am I?
I am a habit.Thanks, and keep on sending those newsletters!
Dr. Derick Tagawa
Monterey Park, CAKaren "and company",
Congratulations on another giving and fantastic idea! We enjoyed reading your second issue!
A patient recently shared a thought with me regarding the art of growing older gracefully:
"Don't turn ripe and rot.
Stay green and grow!"
Take care and keep it coming!Dr. Patty Fong
Sacramento, CADON'T DELAY BANDINGS
During the initial exam appointment, determine when the last prophy/check-up was with the G.P. and any future restorative work that needs to be completed. Once the orthodontics are ready to begin, we don't want to delay treatment due to waiting for scheduled cleanings or restorative work. Have the treatment coordinator or receptionist call and set up the cleaning appointment with the G.P. as a courtesy to the patient/parent.
Carol Luemmen
Hummingbird Associates
Fresno, CAWORDS OF WISDOM (from various authors)
1. A man's greatest mistake is to be afraid of making one.
2. Regardless of your money, wisdom must be bought on the installment plan.
3. The best way to convince a fool that he is wrong is to let him have his way.
4. Cooperation is doing with a smile what you have to do anyway.
5. There is nothing busier than an idle rumor.
6. All too often, a clear conscience is merely the result of a bad memory.
7. A problem is a chance for you to do your best.
Best regards,
Lori Koczak, Office Manager
Office of Drs. Maris, Carlough and Gagnon
Clinton, CTA clinical helpful hint: Before measuring alginate, condition impression bowls with Pam cooking spray. Spraying lightly and wiping off the excess allows for a fast and easy cleanup.
A philosophy quote: The problem with opportunity is that it always comes disguised as hard work.
Lori Garland-Parker
Hummingbird, Somewhere in MexicoI enjoyed the Nectar Connection! Keep up the excellent work.
Our office has a morning huddle to discuss the day's work. Then, someone (scheduled ahead of time) has an inspiration for the day. I want to give you a few.
The secret of happy living is not to do what you like but to like what you do.
There are four steps to accomplishment:
1. Plan purposely.
2. Prepare prayerfully.
3. Proceed positively.
4. Pursue persistently.
If you don't succeed at first, try reading the directions.
Mary Woodard
Office of Dr. Larry D. Roberts
Elkhart, INOn the Hallmark plaque, I keep over my desk:
EXCELLENCE can be attained if you
Care more than others think is wise.
Risk more than others think is safe.
Dreaming more than others think is practical.
Expect more than others think is possible.Dr. Kay O'Leary and staff
Port Charlotte, FLTeamwork
Coming together is the beginning
Keeping together is progress
Working together is a success
Just think of what we could achieve if we remembered these three lines daily.Thanks to Karen, Carol, and Lori for asking me to help in St. Louis. It was a great experience.
Kelli Breden
Office of Dr. Larry Roberts
Elkhart, INThis information was in one of my recent Chamber of Commerce newsletters. It has been edited from one of Fred Pryor's articles in the Pryor Report.
Business Builders:
Don't Be Average.
Be Outrageous!!!
Now, tell me truthfully, who wants to be just normal? Isn't there something in all of us that cries out to be set apart from the crowd? Something that resists the "average," the "ordinary," the "regular," or "common," the merely "appropriate"?
Being outrageous means going beyond the usual. It means not behaving preposterously but surpassing the bounds of the ordinary—being extraordinary, exceeding expectations.
We don't live in "normal" times. Extraordinary times require something beyond the normal in behavior.
You'll find that being outrageous, positively so, will energize you and improve your everyday dealings with others in these unusual times. Here are a few examples.
TRY GOING BEYOND THE NORMAL...
...when you greet people. Put some extraordinary warmth and enthusiasm in your voice—and mean it! You'll make yourself memorable if you do.
...when you acknowledge others. Demonstrate respect for others by being unusually sensitive and responsive to their accomplishments.
...when you give service. Focus on meeting your customers' needs to such an un-"usual" degree that you set yourself apart from your competition.
...around creativity. Keep an open mind to new ideas. Go beyond the expected to the bold, the startling, the exciting!
...in terms of innovation. Put those creative ideas to work. Apply them. Implement them. Don't let them fade away—unfortunately, that's what "normally" happens.
...in the matter of trust. Go out of your way to be trustworthy. Be so completely candid, so averse to lying, so circumspect in your dealings that another person would find it ridiculous to doubt your word.
...in your commitment. Whatever it is, elevate it by 10%!
...in communication. Strengthen your skills for sharing information and listening to others to the point that you stand out from the horde.
...when it comes to motivation. If it grabs you, do it!
When people deal with you, make sure they leave knowing they have had a rare experience with a positively outrageous person.
Dr. William Newhouse
Bloomington, MNDear Karen and Connie,
We thank you for the Solutions meeting in Atlanta in March. It was nice to hear what other offices are doing and share ideas on how to solve difficult situations.
We hope that we attend the meeting next year. The girls at the meeting were a great bunch.
Regards,
Agnes Lapointe
Elsa Biech
Marg Smith
Office of Dr. F. D. Lo
Prince George, BCThe Nectar Connection sure beats reading the newspaper!
YOUR BIGGEST INVESTMENT - YOURSELF
What's the most significant investment you'll ever make? Buying your own home? A new car? A portfolio of stocks and bonds? You can classify these and many others as major investments.
They require a lot of capital and long-term financial commitments. But the greatest investment you'll ever make is investing in yourself. When you learn new skills, reach out to new friends, and seek new constructive experiences, you are investing in your most precious possession: your own knowledge.
When you improve your peace of mind, your relationships with others, and your health, you are investing in your own quality of life.
When you give yourself time to reflect, set goals, and improve your best qualities, you are investing in the most essential asset any of us can ever hope to own.
When you invest in yourself, you expand the horizons of your future. When you neglect your abilities, you waste your personal capital. The British author Aldous Huxley put it this way, "There's only one corner of the universe you can be certain of improving, and that's your self."
Sue Matlof
Office of Matlof Waxler PC
Manchester, MOI heard two beautiful morale-building ideas in these "work harder for less pay" times.
The doctor gives each employee a crystal bud vase and asks them to keep it at work. Randomly, fresh roses in unusual colors (not red!) arrive throughout the year to celebrate a good month or pick up spirits when morale might be low—or in honor of special events, such as the birth of a baby to a staff member.
The doctor has finger food (potstickers, spring rolls) delivered from a local Chinese restaurant for a snack treat to either celebrate a good month or raise morale when all have been working hard (such as a computer conversion) or meeting a special deadline.
Lynne Costain
Oakland, CAFrom The Quiet Mind: Sayings of White Eagle
"And how, you ask, are we to walk the spiritual path? We answer, 'Say little; love much; give all; judge no man; aspire to all that is pure and good—and keep on. Keep the light burning."
Rick Schamber
Tucson, AZOur team enjoyed reading the Nectar Connection and anxiously awaits the next issue. I wanted to share some of my favorite quotes from All I Ever Needed to Know I Learned in Kindergarten.
"Wisdom was not at the top of the graduate school mountain but in the sandbox at nursery school. These are the things I learned:
•Share Everything •Play Fair •Don't Hit People •Put Things Back Where You Found Them •Clean Up Your Mess •Don't Take Things That Aren't Yours •Say You're Sorry When You Hurt Somebody •Wash Your Hands Before You Eat •Flush •Warm Cookies and Cold Milk Are Good for You •Take a Nap Every Afternoon •When You Go Out In The World, Watch For Traffic, Hold Hands And Stick Together."
Judy Williams, Treatment Coordinator
Office of Dr. Keith Hilliard
Lakeland, FLOur entire office truly enjoyed your last Nectar Connection.
Here are two quotes from our last patient newsletter:
"Imagination is a quality given to a man to compensate him for what he is not, and a sense of humor was provided to console him for what he is."
—Oscar Wilde
"Be kind to unkind people; they probably need it the most."
—Ashleigh Brilliant
With warm regards,
Dr. Bill Pritchard
Vancouver, WAOnce upon a time, there were four people: everybody, somebody, nobody, and anybody. When there was an important job, Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. When Nobody did it, Everybody got angry because it was Everybody's job. Everybody thought that Somebody would do it, but Nobody realized that Nobody would do it. So, it ended up that Everybody blamed Somebody when Nobody did what Anybody could have done in the first place.
Dr. Gerald Tarsitano
Carmel, CANo matter how much money you make, you spend more!
Dr. John Grubb
Chula Vista, CAThe following is Chris' monologue at the end of the show Northern Exposure on May 25 about Joel's twin. The concept of thesis and anti-thesis became clear to me only now.
“There is a dark side to every human soul. We want to be Obi-wan Kinobe. And for the most part, we are. But there's a little Darth Vader in all of us because the thing is, this ain't no either-or proposition.
'Cause we're talking about dialectics—the good and the bad merging into us. You know you can run, but you can't hide. My experience—face the darkness, stare it down and own it. It's like Brother Nietzche says: being human is a complicated gig. So hug that dark side of the soul and howl the eternal yes”.
Jon Rialp
New York, NYOur office is planning its First Annual “Adopt-A-Reader” program for the summer months. We are working with a local school and will be involved with approximately 20 students each week during the summer vacation. The children will draw from a fishbowl each week to find out where they will read that day and with which assigned employee. They will become world travelers as they take their airplanes and travel across the world map at the end of each session.
Each staff member, including Drs. Osborne and Bernard, has volunteered one hour once or twice a week to achieve this community project.
Martha Reed
Office of Drs. Osborne and Bernard
North Canton, OHWe contacted a local photographer and arranged a complimentary sitting for our patients after they removed their braces. They each receive an 8x10 portrait compliments of our office after we have displayed it in our office for approximately two months. It is a wonderful way to decorate the office and an "extra" way to say congratulations to our patients.
Although the photographer provides the sitting and portrait at no cost, this has proven profitable, as the patients generally order additional photos.
The staff of Dr. Michael Sheets
Corvallis, ORHelp! We would like to hear from other offices on how you schedule emergency appointments, i.e., loose bands/bonds.
We want to combine good service to our patients while keeping our schedule from being disrupted.
Write us back in the Nectar Connection, call us at (509) 624-1139, fax us at (509) 624-4617, or write us at 418 E. 30th, Spokane, WA 99203
Dr. James Slack and staff
Spokane, WAI've enjoyed your two Nectar Connection editions and look forward to the upcoming issues. It's nice to swap shop talk and pass along those helpful tidbits that everyone is always interested in hearing.
Having just returned from another OSHA course, I thought your readers would, perhaps, be one step ahead if they would have a staff meeting and cover the following questions which an OSHA inspector will probably ask should an inspection take place:
1) What does the term "Universal Precautions" mean?
2) What do you do when there is a blood spill?
3) What do you do with contaminated sharps and laundry?
4) Have you been offered the Hepatitis Vaccination at no cost?
5) Where is the "Exposure Control Plan", and has it been explained to you?
6) Where are your chemical list and MSDS kept? Would you explain your labeling system to me?
Of course, these aren't the only potential questions to be asked. However, this is the third course I've taken that has covered these same questions. Please don't take OSHA too lightly; they apply themselves to their responsibilities as well as ours.
Take care,
AnonymousI have appointed myself the Trivia Expert here at Hummingbird, and as such take great pleasure in stretching everyone's trivia knowledge. I'd love to hear your guesses...
What hummingbird male, when other males intrude his territory or when attracting females, hurtles himself downward from 150 feet to swoop in front of the other bird with a loud popping noise at the end of the dive?
I have the answer on my cheat sheet, of course!
Suzanne Fransen
Hummingbird Associates
Bainbridge Island, WA -
This is a short saying that has guided my life quite well. I don't think it is original, but I don't know the source since I heard it so long ago. It is on a 3x5 card (now yellowing) taped to a bookend on my desk.
"You make a living by what you get... You make a life by what you give."
Dr. Steve Van Ess
Kewaskum, WI
From my daughter, Maggie:
Outside the south-facing library window at Regent Street, my wife has planted a fuchsia variety with tiny red blossoms in the window box. The hummingbirds frequently visit them.
Maggie and I were sitting on the window seat one sunny winter morning. There is a table against the chair where we sit to do various projects, etc. I was working on an article for the Bulletin, and she had interrupted her drawing to put her ear against the window. After a time, I looked over, wondering what she was doing. She noticed my glance and said, "Dad, I can hear the plants. They are calling the hummingbirds."
Dr. Jerry Nelson
Berkeley, CA
Dear Karen, Connie, Carol, Lori, and Terry, I wanted to share with you what I think life is all about. Good luck with the Nectar Connection!
To laugh often and much;
to win the respect of intelligent
people and the affection of
children; to earn the appreciation
of honest critics and endure the
betrayal of false friends;
to appreciate beauty;
to find the best in others;
to leave the world a bit better,
whether by a healthy child,
a garden patch or a
redeemed social condition;
to know even one life has
breathed easier
because you have lived.
This is to have succeeded.
—Emerson
Best regards,
Dr. Steve Tracey
Upland, CA
You may wish to share the following with your patient families:
Children
are like kites. You
spend a lifetime trying to get
them off the ground. You run with
them until you're both breathless—they
crash, you add a longer tail, they hit the rooftop—
you pluck them out of the spout—you patch and comfort,
adjust and teach; you watch them lifted by the wind and
assure them that someday they'll fly! Finally
they are airborne, but they need more string and
you keep letting it out. With each twist of
the ball of twine, there is a sadness that
goes with joy, because the kite
becomes more distant and somehow
you know that it won't be long
until that beautiful creature
will snap the lifeline that
bound you together and
soar as it was meant
to soar—free
and alone.
Most offices have a bulletin board with "stuff, " usually old. Our bulletin board is only for incoming mail from patients and parents. We "generate" this by writing a care to each patient we see, and other non-important reasons. This is done while the patient is here, otherwise it is not sustainable. An example might read:
Dear Joe,
Nice work on your rubber bands!
Keep up the great work!
Your friend,
Sherry
The bulletin board is changed monthly. These notes do not replace progress reports given at each visit by the staff and me.
Dr. John Parker
This tickled my funny bone:
“When marriage is outlawed,
only outlaws will have inlaws.”
Connie Peterson
Hummingbird Associates
My belief in the importance of "self-image psychology" began 40 years ago with Psycho cybernetics by Maxwell Maltz (still great!) One of the most recent contributions is The Seven Habits of Highly Effective People by Stephen R. Covey. It's the same material, but it’s packaged so well! He presents it succinctly—the way I always wanted to say it. Buy all team members a copy of the one-cassette tape (in bookstores) to listen to several times in the car. Then, discuss the book in staff meetings, one chapter at a time; talk about the relationship to the team mission and attainment of goals.
Dr. Burt Press
Alamo, CA
We all enjoyed our copy of the Nectar Connection! Two ideas that we like:1) We keep balloons and a helium tank in the office. It's relatively inexpensive—about $100/year for the tank, $1 per balloon. It's an excellent way to congratulate a patient at Debanding, and they're always available for unexpected birthdays or other special occasions.
2) An idea "borrowed" from Dr. Randy Feldman of Tampa: keep a supply of Thank You notes in the office. At debanding, we have our teenage patients write a note to their parents or whoever was responsible for providing their orthodontic treatment. We've had many surprised, positive responses from parents!
We'll look forward to the next issue.
Dr. Jesse B. Ehrlich and staff
Venice, FL
Please send us the next Nectar Connections. We received your first issue and found many interesting and helpful hints. Thank you.
Cheryl Pestrachan, RDA
Dr. David Sherwood
Encino, CA
Since sterilization is becoming a greater concern for everyone, we wanted to share some of our lab procedures in the next newsletter.Sterilization procedure for repairing retainers:
The retainer is submerged in a cup filled with Oral Safe and placed in the ultrasonic chamber. The chamber's vibrations speed up the disinfectant process, reducing it from 10 to 3 minutes. After the lab works on the retainer, it is returned to the patient in the same cup of Oral Safe.
Sterilization procedure for alginate impressions:
The impressions are submerged in biocide for a minimum of 15 minutes before entering the lab. After they are poured up in plaster and the tray is removed from the mold, the plaster models are sprayed with 10 percent bleach and water before trimming them.
Sterilization procedures in general for the lab:
Pumice and wheels used on retainers are soaked in biocide. Counters are wiped with a bleach/water solution throughout the day, and on non-patient days, they are cleaned with a germicidal foaming cleaner. New retainers are disinfected with Cetylcide for a minimum of 15 minutes before giving them to the patient.
Dr. Jim Slack and staff
Spokane, WA
We have found it to be very helpful to use a homemade video for new patients who are getting instructions in appliance care, brushing, decalcification, diet, emergencies, etc. We just took a Sony Handicam, wrote the script, and made it. I took the camera to the grocery store and walked down the aisles, discussing good and bad food. We show a lot of "white marks and decay"—very effective!
Dr. R. A. Drummond
Shreveport, LA
Two of my favorite quotes:"When we have done our best, we should await the result in peace."
—Anonymous
"Commitment: If you start to take Vienna - take Vienna."
—Napoleon Bonaparte
Warm regards,
Dr. Joel Gluck
Nashville, TN
I so enjoyed the first edition of Nectar Connection. I loved hearing how some of you solve problems in your office, and I truly enjoyed the "connection" with everyone! I am anxiously awaiting the next issue.Unfortunately, I didn't come up with anything original, but I want to share one of my most treasured possessions with all of you.
It's a small book titled "Life's Little Instruction Book" by H. Jackson Brown, Jr. It is a collection of thoughts and ideas that a father passed on to his son as the son was going off to college. Here is just a sampling of some of my favorites...
#304 Judge your success by the degree that you're enjoying peace, health, and love.
#353 Go through all your old photographs. Select ten and tape them to your kitchen cabinets. Change them every thirty days.
#430 Select a doctor your own age so that you can grow old together.
#448 Don't be afraid to say, "I don't know."
#449 Don't be afraid to say, "I made a mistake."
#450 Don't be afraid to say, "I need help."
#451 Don't be afraid to say, "I'm sorry."
Lori Nolthenius
Drs. Ogro and Scholz
San Leandro, CA
Dr. Hickman takes one staff member to lunch every Thursday. This provides a time for the doctor or staff to discuss a problem in the office, review it, or go over things. It is sometimes just an opportunity to talk in a relaxed, casual atmosphere.
Jan Lantz
Office of Dr. Jerry Hickman
Indianapolis, IN
The man who will use his skill and constructive imagination to see how much he can give for a dollar instead of how little he can give for a dollar is bound to succeed. —Henry Ford
Dr. Humphrey Greear
Altamonte Springs, FL
Dear Hummingbird Associates,What a great idea, instead of the standard newsletter.
Some quotes are so inspirational that I've cut them out and placed them on our office bulletin board to share with our patients.
Dr. Martin Schwartz
East Windsor, NJ
Our office staff has enjoyed having "secret pals", where each staff member draws the name of another staff member and then does extraordinary things in secret for the person whose name she has drawn. Everyone fills out a S.P. questionnaire of their favorite things, then gifts, treats, cards, and so on are secretly brought into the office by each secret pal, as often as she'd like, for her designated friend. This always makes for a pleasantly surprised recipient and can boost her spirits! It also solves the problem of who each staff member should buy gifts for at holiday time. New names can be drawn every few months, especially as people start figuring out who their secret pals are.
Dr. Mark Joiner and staff
Santa Cruz, CA
The Harvard Business Review will send an outstanding publication as a promotion for initial subscribers. This book alone, People, Managing Your Most Important Aspect, is well worth the subscription price. The Harvard Business Review can be ordered by calling 1-617-495-6800.
Dr. John Walker
Lunenberg, MA
I came across this, and I don't think they've missed too much!Secrets to Happiness
• Live beneath your means and within your seams.
• Return everything you borrow.
• Donate blood.
• Stop blaming other people.
• Admit it when you make a mistake.
• Give all the clothes you haven't worn in the last three years to charity.
• Every day, do something nice and try not to get caught.
• Listen more; talk less.
• Every day, take a 30-minute walk in your neighborhood.
• Skip two meals and week and give the money to the homeless.
• Strive for excellence, not perfection.
• Be on time.
• Don't make excuses.
• Don't argue.
• Get organized.
• Be kind to kind people.
• Be even kinder to unkind people.
• Let someone cut ahead of you inline.
• Take time to be alone.
• Reread a favorite book.
• Cultivate good manners.
• Be humble.
• Understand and accept that life isn't always fair.
• Know when to say something.
• Know when to keep your mouth shut.
• Don't criticize anyone for 24 hours.
• Learn from the past, plan for the future, and live in the present.
• Don't sweat the small stuff.
Dr. David Kennedy
Vancouver, BC
THE STATION
By Robert J. HastingsTucked away in our subconscious is an idyllic vision. We see ourselves on a long trip that spans the continent. We are traveling by train. Out the windows, we drink in the passing scene of cars on nearby highways, of children waving at a crossing, of cattle grazing on a distant hillside, of smoke pouring from a power plant, of row upon row of corn and wheat, of flatlands and valleys, of mountains and rolling hillsides, of city skylines and village halls.
But the uppermost part of our minds is the final destination. Bands will be playing and flags waving. Once we get there, our dreams will come true, and the pieces of our lives will fit together like a jigsaw puzzle. How restlessly we pace the aisles, damning the minutes for loitering - waiting, waiting, waiting for the station.
"When we reach the station, that will be it!" we cry.
"When I buy a new 450SL Mercedes-Benz!"
"When I put the last kid through college."
"When I have paid off the mortgage!"
"When I reach retirement age, I shall live happily ever after!"
Sooner or later, we must realize there is no station, no one place to arrive at once and for all. The true joy of life is the trip. The station is only a dream. It constantly outdistances us.
It isn't the burdens of today that drive men mad. It is the regrets over yesterday and the fear of tomorrow. Regret and fear are twin thieves who rob us of today.
So stop pacing the aisles and counting the miles. Instead, climb more mountains, eat more ice cream, go barefoot more often, swim more rivers, watch more sunsets, laugh more, cry less. Life must be lived as we go along. The station will come soon enough. It would be best to enjoy the ride and not wait for the station.
John Walker
Lunenberg, MA
Congratulations on the Nectar Connection. It is a great idea and a terrific forum for sharing.Our team has begun reading Seven Habits of Highly Successful People by Stephen Covey. We assign a section every other week and discuss it during part of our staff meeting. It is a beneficial book for self-discovery and growth. Seven Habits is not a quick-fix pop psychology book. It is difficult but addresses fundamental issues.
Dr. Scott Arbit
Milwaukee, WI
I read this poem every morning:“Finish every day and be done with it. You have done what you could. Some blunders and absurdities no doubt crept in; forget them as soon as possible.
“Tomorrow is a new day; begin it well and serenely and with too high a spirit to be encumbered with your old nonsense. This day is all that is good and fair. It is too dear with its hopes and invitation to waste a moment on the yesterdays.”
—Author Unknown
Kelli Breden
Dr. Larry Roberts' office
Elkhart, IN
From the Kiplinger Letter 2/16/90Greeting cards from The President are sent to people 80 years old and older and to couples celebrating 50-year wedding anniversaries.
To arrange for a card, write four weeks in advance to:
Greetings OfficeWhite House
Washington, DC 20500
Specify the occasion and the name and address of the person who is to receive a card.
Jean Blair
Iowa City, IA
We noticed that when the last half hour of the day wasn't so hectic, it didn't take as long to wind down after the last patient. We enjoyed the evenings more, got more done, and didn't yell at the horses.So, when we made a new master, five minute appointments stopped at 4:30pm. After that time, we only scheduled appointments taking 10 and 15 minutes. We are still busy at the end of the day, but emotionally, it's easier to handle ten five-minute patients "stacked" on deck at 3:30 than at 4:30pm.
Also, every chairside assistant has five minutes of "time out" scheduled during "rush hour" (not at the same time). They don't use it often, but it does not cause a patient flow problem if somebody has to step out.
Dr. William E. Johnson
Vincennes, IN
To prosper, service must be as close to instant as possible. Anything that stops or delays a business's flow or delays or puts a customer or product on WAIT is an enemy of the business.—Author Unknown
Hummingbird
Dear Karen,Your presentation in Atlanta was very informative, and I am anxious to have a "different" look at our numbers!! We are making lots of changes in our office this year. We've just purchased a computer, initiated morning huddles, and done more delegation. It is exciting to watch the practice grow and have each staff member take an active and positive role in its growth.
The first issue of the Nectar Connection was full of ideas, and I look forward to hearing from you on all your next issues.
Karen Long
Office of Dr. Greg Woodfin
Pensacola, FL
We can learn to say "yes" to things that feel good to what we want—for ourselves and others. We can learn to say yes to fun. Yes to meetings, to calling a friend, asking for help. We can learn to say yes to healthy relationships, to people and activities that are good for us. We can learn to say yes to ourselves, what we want and need, our instincts, and the leading of our Higher Power. We can learn to say yes when it feels right to help someone. We can learn to say yes to our feelings. We can learn to identify when we need to take a walk, nap, have our back rubbed, or buy ourselves flowers. We can learn to say yes to work that is right for us. We can learn to say yes to all that will nurture and nourish us. We can learn to say yes to the best life and love has to offer.Today, I will say yes to all that feels good and right.
Carol Luemmen
Hummingbird Associates
Fresno, CA
"It should be noted that it is a very good day indeed if you can wake up in the morning, go for a walk; lunch, read and spend the rest of the day pursuing your artwork; being pulled along by it, unable sometimes to direct its course but instead, travel a road to destinations unknown, unmarked, and marvel at the journey." (Essays from Conversations with the Cosmos)
Richard Schamber, Ph.D.
Tucson, AZ
Sing like you don't need the money.Love like you'll never get hurt.
And dance like there's nobody watching!
Bill Harrison, Ph.D.
Tucson, AZ
My husband Rodger and I are loving our 18-month Pacific and Caribbean cruise. I'm really starting to get the "hang" of things on a sailboat. Mexico is beautiful, and the weather has been very good to us. Shopping is a real experience—it takes all day because you have to go to the meat market, then the fruit market, then the vegetable market, then the plumbing store, etc. But we're having a great time.I will be back in the United States for short visits in May and again in November to work with Hummingbird clients who wish to improve the clinical skills of their assistants. Whether your assistants are new or experienced, they can become more efficient with their time and more at ease with verbal communication. Call the Hummingbird office to schedule a consulting visit.
Lori-Garland Parker
Consultant, Hummingbird Associates
Somewhere on the Pacific Ocean
A new provision, which also took effect July 1, 1991, allows you to give employees transit passes, tokens, or fare cards for public transportation without your employees having to report the value of the discount as taxable income. You can provide your employees with free monthly transit passes, tokens, or fare cards—so long as their value doesn't exceed $21. (This cap is up from $15 under former regulations.) If the value of these items exceeds $21, you can provide them at a discount of up to $21 off what they usually cost.Caution: If you exceed the $21 cap, employees must declare the full value of the transit passes, tokens, or fare cards as taxable income.
Karen Moawad
Hummingbird Associates
Would you be rich or poor if you had to pay 5¢ for every unkind word you spoke and 10¢ for every kind one?
Hummingbird
TIMEIf I just had more time
I'm bored
Time marches on
There's no time like the present
I wish there was a 40-hour day
Remember that time
Better be on time
Boy, how the time dragged by
What time does it start?
No time!
It's important I get there
How time flies
When?
Well, it's that time again
It's funny about time
It's as if we owned it
—but we don't—Anonymous
-
ODE TO FRIENDSHIP
In this life that passes swiftly,
I have learned, to my chagrin,
Too few have known the comfort,
Or reward of a true friend.
I have tasted of it's sweetness,
I have felt friendship's caress,
Bubble, like a good champagne:
And vintaged with tenderness.
A friendship cannot be measured,
It's through seasoning we learn:
The "best" we give one another,
Is our friendship in return?
Shirley Gow
Sometimes we need to be gently reminded of how lucky we are to have friends, and I thought this said it best!
Lori Nolthenius
Office of Drs. Scholz and Ogro
Alameda, CA
Here is our practice tip offered as fodder for the Nectar Connection:
If you're trying to do something new with the computer, find an office already doing that, and have them come and spend time with you to help you do it.We recently invited staff from Larry Roberts' office in Elkhart, IN to come down over the weekend and help us set up our computer scheduling. It worked just beautifully, and the girls did a great job. On a lighter side, one of my Belgian mares has a sore foot and I'm running out of pasture.
Bill Johnson, D.D.S.
Vincennes, IN
A NEW BEGINNING
Our staff has worked very hard as a team this year (1991) to begin 1992 on a new and exciting adventure.
Over the past 12 months, we have revised our schedule twice and made it through those traumatic ups and downs without too many scars! There was great joy among us when our Financial Secretary announced at our morning huddle on December 1st that we had made a bonus for November. What made the joy even more extraordinary was that we did it with a month that was not even a valid schedule, because we had used it for statistics to create the final draft of our new schedule. Those simple words, "We made it," have created a new atmosphere of "teamwork" because now everyone knows and believes this "Karen thing" can work. As we enter this new year, our staff would like to take this opportunity to wish everyone in the Nectar Connection the very best in the new year.
Martha Reed
Office of Drs. Osborne and Bernard
North Canton, OH
A great weekend getaway in the Northwest is Seattle's Olympic Four Seasons Hotel - "Be pampered."
Tip for on-deck bench - "Where's Waldo?" and "Find Waldo" books - available at W.M.
Smith bookstore in Canada.
Best wishes for the holidays. It’s nice to stay connected.
David Kennedy, D.D.S.
Vancouver, BC
The following is a true story that happened to one of our chairsides that illustrates the simplicity and innocence of children. For Thanksgiving, Leisa brought her 3-year-old daughter to her aunt’s home for the traditional holiday dinner. When they arrived, they met another guest (an older gentleman) who had his arm amputated below the elbow. The mother became immediately concerned about how she could tactfully manage the comments that most certainly would be forthcoming when her child noticed the amputation. Before she could offer any explanation, the child marched directly up to the man and asked, "What happened to your hand?" The old man kindly explained to the child that he had "lost his hand." The little girl sympathetically reached for his other hand and said, "Oh, that's too bad. Come, I'll help you find it. Where did you have it last?"
Robert R. Ryder, D.M.D.
Shrewsbury, MA
A quote that really "hit home" with me...
"Age is but a quality of the mind
And, if you've left your dreams
behind and ambitious fire is dead
And, if you've failed to plan ahead
and hope grows cold
Then, and only then, are you truly old!"
Taylor Hicks, Jr., D.D.S.
Prescott, AZ
Worry does not empty tomorrow of its sorrow; it empties today of its strength.
Robert A. Dracker, M.D.
Syracuse, NY
Our office has an erasable board with a "happy face" on the left side and a "sad face" on the right side. Each staff member and the doctor start with their name written under the "happy face." Each day, everyone can leave their name under the "happy face" or move it to the "sad face" side of the board. This is a way we know who needs a little extra support or patience during that particular day without explaining something that may be very personal verbally.
Judy Pearson
Office of Dr. Oles Drobocky
Bowling Green, KY
At Dr. Roberts' office, we have a morning huddle which most offices have. But we also have inspiration each day, taking our turns. Our inspiration ranges from a Bible verse or inspirational words to the "Farside" - or sometimes even food. We like food the best! It starts our day out great, we have a few minutes together before the rush begins.
Kelli Breden
Office of Dr. Larry Roberts
Elkhart, IN
We got a new game this year, and the first time we have had a chance to play it was over the holidays. It was so much fun and so enlightening that I want to share it with you. It's called "Life Stories", and although I initially thought it was a game for only adults, we discovered that it is wonderful for children and adults to play together. Everyone has stories to share, and I really look forward to playing it with some of the oldest generations in my family.
Connie Peterson
Hummingbird Associates
Our contribution to the "Nectar Connection" is sharing our $2.00 bill. (Editor's note: Dr. Slack's photograph has been photocopied in the place of President Jefferson on the front of a US Treasury $2.00 bill. It is quite a professional-looking job!) These bills are awarded to patients for cooperation efforts: 3 supers on brushing, six supers on appliance care, three supers on headgear wear, and three supers on rubber band (elastic) wear.
The patient can exchange these for real $2.00 bills from the reception desk. Patients must get Good or Better on brushing to be rewarded for appliance care, headgear or elastics—they are also then eligible for our $50 contest for great brushers. We give $50.00 each to 4 patients every six months.
We're looking forward to seeing our first edition of the "Nectar Connection".
Dr. James Slack and staff
Spokane, WAThe new year may be the perfect time to renew teamwork between everyone you work with. Here are a few simple "Tried and True" tools that open the door for building trust and team improvement.
1. Ask each team member to write down on a 3" x 5" card the single most important quality of their team. Each person then has one minute to describe or explain how that quality is part of the team. After everyone is done, hold a 10 to 15 minute discussion about what can specifically be done to enhance or increase each of the qualities. Be sure to have followup discussions about them at future meetings so improvement and commitment continues.
2. Use five minutes before each team meeting to create simple agreements about goals and ground rules for communication. ("We each have a maximum of three minutes to talk about an agenda item." "When we're talking, we can't be interrupted." "Our goal is to decide who will be doing which tasks to get this project done.") Take another five minutes during the team meeting to do a progress check on your communication and meeting performance and make any mid-stream adjustments. When the meeting is finished, take about ten minutes to review your team performance, and have each member suggest one way they will improve their personal performance at the next meeting.
3. Create a team portfolio which contains a record of who is doing what and why they're doing it; include pictures of the team, any letters of commendations from patients/parents, etc.
Each of these ideas can be valuable for promoting honest communication and helping individual team members take responsibility for their own as well as team performance. Let us know at Hummingbird how these tools work for you.
Terry Taylor
Hummingbird Associates
Sebastopol, CA
The New Year always brings new ideas, the setting of goals, and special efforts to strive for "Excellence" in "Patient Communications." We often forget that "Inter-office Communications" is also one of the most valuable tools in reaching our desired goal.
Jackie Mansell, Office Manager
Office of Dr. Taylor Hicks
Prescott, AZ
We now have a high schooler calling every patient the day before their appointment. The number of missed appointments has dropped dramatically. To enhance our practice-building efforts, each staff member in our office was paid $50 to read and do a book report on "How to Win Customers and Keep Them for Life". They loved the book, and I loved reading their comments.
Stephen Paige, D.D.S.
Ocala, FL
The following letter may be sent to a patient on your delinquent payment list. Attach a large (2") plastic paper clip to the top of the page.
Date _________________
Patient Name ___________________
Address _________________________
City, Zip _________________________I was surprised to find your account on the "Delinquent List." I have referred this account to Paul. Paul is our office paper clip, and he is being sent with this letter to help us with your account. Paul's responsibilities are:
1. To remind you to make payment to Dr. ________ for the services he is providing.
2. To hold your check and this letter together for the return trip to our office, and by doing so...
3. Bind the bond which exists between us.Paul has other missions waiting for him. Please treat him carefully and send him back today.
Thank you,
______________
P.S. Your last payment was made on __________, and your balance due is _______. If there is a financial problem, please let me know so we can adjust our arrangement to prevent your file from being recorded as delinquent.
Karen Moawad
Hummingbird Associates
TEST YOUR LIGHT-CURING UNIT
More and more practices are bonding all brackets and fixed retainers with light-cure adhesives. As reliance on this technique increases, a relatively minor change in chemical composition of the adhesive or a malfunction of the light curing unit can cause disruption of the office routine. Four or five newly placed brackets may fall off before the patient leaves the parking lot. One of the factors you can measure is the curing capacity of your light. EFOS, Inc. manufactures the Cure Right visible light curing meter. This instrument determines whether or not your unit is delivering its full potential capacity in the critical curing band between 400 and 500 nanometers. Only light energy within these wave lengths polymerizes light cured composites. If your light units output within this critical range drops, as it will in time, the result will be uncured adhesive beneath the bracket. This will lead to loss of the bracket. The cause of reduced light is usually quite simple to correct and is normally traced to one of the following: the lamp, the optical filter, or the light guide. It is important to realize that these conditions develop over time and the resulting lowered output is impossible to detect with the eye. Without a meter testing program, you will become aware of problems when newly placed brackets start to fall off. The Cure Right visible light meter is lightweight, compact, and easy to use. It is distributed by EFOS, Inc., 5716 Coopers Ave., Unit 1, Mississauga, Ontario. L4Z 2E8 (416) 568-4268, fax (416) 568-4280.
Dr. David L. Turpin
Auburn, WA
MONEY, TIME AND ENERGY
We each carry three coins: money, time, and energy. Money is the least important; we can quickly learn to make more of it and manage it better. Time has less worth than energy because efficient time management can be taught. But the effective use of time requires energy... which is health. And so, energy is the dearest of these coins.
Carol Luemmen, R.D.A.
Hummingbird Associates
Fresno, CA
