Still Work To Do

January 21, 2025

This is the writing I wanted to do.

There is a trail of sad, abandoned blogs behind me. I hit publish on my first WordPress site in 2009. Prior to that was a physical printed newsletter that was hand delivered to my dental practice customers in 2006.

Consistency and the discipline to write on a schedule were my downfall. I also wrestled with this idea that I somehow had to be an expert on the things I was writing, and felt as though I had to stay in a specific lane. To be ‘professional’ and build this persona as a dental sales rep.

There were a few breaks in the clouds where I could start to hear a voice that actually sounded like my own. Perhaps not surprisingly, they coincided with times when I committed to sitting down at the keyboard.

So, my goal here is to make this the place where I can finally discover that voice. Where I can share the things I’m learning, without trying to posture or put on the dog as some sort of guru. To remain –

Curious.

Humble.

Open.

I’m going to dust off some of that earlier writing and share it here as well. Because I want to embrace this thing as a journey. I want to acknowledge that the first draft isn’t supposed to be perfect. That the discovery is in the trying and sometimes failing.

That no matter where I find myself, or what I accomplish – there’s always Still Work To Do.

I did a thing

January 15, 2025

I did a thing in 2024.

I have my daughter to thank for encouraging me to take a step toward pursuing a life long dream. Self doubt, fear, imposter syndrome, and a lifetime of worrying too much about what others thought about me – all stood in the way for over three decades.

Olive is 13, and fell in love with acting and the stage over the last few years. Seemingly since before she was walking, there was always a song or a performance underway. When Olive and her best friends are together, they are writing scripts, and crafting plays and musicals, and recording and editing movies. She’s performed in Seussical the Musical, starred in Annie, and over this past summer we shared the stage together at the Shawnee Mission Theater in the Park production of Bye Bye Birdie.

My last performance was as Frankenstein’s Monster at Robinson Junior High in 1989. So, 35 years later the prospect of auditioning with 500 other incredibly talented actors for 150 roles across five shows was more than a little intimidating and I certainly felt more than a little rusty.

“You should do this, dad!”

Sometimes it just takes a little push. Someone to believe in you.

So, thank you, Olive. I’m forever grateful.

There’s more to share about what I learned from this experience. But the two biggest lessons learned are that of taking action – one step at a time – in pursuit of your goals and dreams, and being open to encouragement and conversely encouraging others.

The thing for 2024 was taking a step toward making acting and performance a part of my life.

As we turn the calendar to 2025, a new vision is starting to form for me. I’m letting go of being defined by any singular thing. I can be a proud member of the community of dental industry professionals, and a sales representative, and father, and husband, and also now an actor. Every element, and every new adventure, contributes to the story of my life. And I want to write a good one. One that I can be proud of. I’m also going to document and share it along the way. Not as a prescriptive advice column. But with a sense of awe, curiosity, and joy.

I have made efforts over the years in fits and starts to regularly publish, but lost steam because I felt like I needed to be an expert on one topic or another. Now I’m just going to share. The good, the bad, and the ugly. Build some projects in public. Try to figure out what I want to be when I grow up. The wins and the failures. As a part of this effort, I’m also going to talk with friends, colleagues, mentors, and others who are pursuing their own passions to learn from their experiences.

If you’re interested, would love for you to follow along here at stillworktodo.com.

Cheers to discovering and doing your thing in the new year!

Infection Control, Pursuing Your Passion, & 👻 Ghost Hunting

October 11, 2023

The Accountability Advantage: 🔓 How to Unlock the Implementation of Continuing Education

March 2, 2023

Have you ever taken a CE course that you found incredibly valuable, but struggled to implement what you learned?

It has always been a challenge for me, so I am striving to make some changes in hopes of staying connected to why I enrolled in the first place.

My goal is to help dentists and their teams increase top line revenue, surgically attack overhead, create the practice of their dreams, and keep patient care at the center of everything we do. One of the ways I hope to deliver on that mission is by sharing and publishing ideas and resources that I believe will have an impact. In 2005 my first printed newsletter went out to 150 dental practices and the only response I got back was a doctor informing me that I had misspelled his name on the address label. Clearly there was some room for improvement. I continued to write, and eventually migrated to an approach that was hybrid print, online and email. But I have always battled with maintaining consistency.

So, I finally sought help in the way of targeted and specific continuing education.

Last fall I completed the Great Founders Write course and cohort, led by Ben Putano and Grant Nissley. I enrolled again for the January session, but failed miserably because didn’t listen to my intuition about seasons in life and prioritization. But that’s a topic for another day. I also completed Matthew Ray Scott’s Medical SalesRX curriculum focused very specifically on connecting with busy dentists and teams in a way that honored their time and attention.

Both of these courses were incredibly informative, and provided some new tools that I know will have an impact on my ability to connect with the dental community. What I think you will find valuable, however, has nothing to do with the content of the CE, but in what I learned from each of them about implementation of new ideas and strategies.

Hope you find this useful in your own efforts as well.

Your friend the calendar
I have a love / hate relationship with to-do lists. The old gray matter isn’t quite as sticky as it once was, so I have to write everything down or it evaporates into the ether. In a vacuum, a to-do list could easily fall into the Parkinson’s Law trap, and expand to consume an infinite amount of time and energy. So, for me, it has become critical to be super intentional in blocking time on the calendar for specific types of tasks. Implementing a new skill requires the same diligence in blocking time in my schedule. So, in the case of writing and producing content, I have a recurring block for idea creation, a separate block for writing, one for editing, and a final for organizing and publishing. Without the plan and schedule, we’re left to own devices and rely on the hope that we could squeeze the time into our already busy schedules.

Cohort based learning
The Great Founders Write course baked in a cohort-based approach to learning. This was wildly beneficial, as you work with peers in the course who are learning right alongside you, and support each other with completing the project benchmarks and providing collaborative feedback and guidance. Over the years I have participated in a number of dental study clubs, and seen first-hand the impact of encouragement and sharing that can come from peer-supported learning.

If you are taking a course that doesn’t incorporate a cohort-based approach, are there ways to create your own with other participants? This leads me to the secondary benefit of cohort-based learning – accountability partners.

Accountability partners
Like having a buddy at the gym, knowing that someone was there with you working to accomplish the same feat made it a lot harder to skip out on a session (using a little healthy guilt in my favor) and made me want to be there to support my partner. To support my efforts through Medical SalesRX, a few of us have started a monthly group session to review the content of the course, check in on each other’s progress, and establish mutual objectives to continue leveling up.

The reality is that life gets busy, and it has been all too easy for me over the years to abandon a goal when the going got tough. Having an accountability partner has been a massive unlock. Who can you recruit as an accountability partner? Have a colleague hoping to incorporate a new procedure or treatment approach? Maybe even a business strategy to elevate some area of your dental practice? Find that fellow passionate learner, and the results for both of you are sure to be outsized compared to going it alone.

What has worked for you when learning and implementing something new? Would love to hear from you!

What a 🏡 Home Foundation Contractor Taught Me About Case Presentations

November 15, 2022

What My Foundation Repair Contractor Taught Me About Case Presentations

Have you ever had to have major work done on your house? As in, repairs that are totally un-fun. Maybe a new HVAC, plumbing, mold remediation? Issues that lie just under the surface and may not even be causing any known or visible issues yet?

Does that sound AT ALL familiar?

Any chance that a conversation with your patients about a non-yet painful but imminent abscess sounds a little like those home repairs? Not a fun remodel (cosmetic or ortho anyone?), or on the other side of the spectrum – my basement is flooded (holy moly doc, this hurts, please get me out of pain) where immediate resolution is required.

We recently dealt with some of these, “wait, what exactly is going on under the surface?” issues at our home, and paraded contractor after contractor through for evaluation, assessment and proposal to solve our problem. As I sat across from these experts in their arena, I couldn’t help but draw the parallels with diagnosis and case presentations with your patients.

Here are my observations:

How much homework have they done before sitting down in your chair? I will tell you, that the poor contractor who was last in line dealt with a far more informed consumer than the first.
Presentations and the right tools are great, but only half the battle.
Scripts that are surface-level and robotic create a wedge in the relationship and hurt communication.
The right tools, leveraged in a path of co-discovery and partnership are where I felt most connected and trusting in the provider.
When we think about presenting options, opt A may be more comprehensive, opt B may feel more temporary or incomplete, but opt C always exists of doing nothing.
Your patients may or may not be seeking second opinions.
There’s a human on the other side of that presentation, who is coming to you with preferences, biases, preconceived notions about dentistry. How do we meet them where they are?
You may have a better sense of what to present, or at least how to present, if you take the time to understand the consumer sitting across from you.

Ultimately, those providers who took the time to ask thoughtful questions and understand with sincerity what was most important to us, were who we ultimately chose to complete the work. Have you articulated clearly, and provided training on how you want case presentations handled in your practice Here are a few questions for discussion with your team to get you started:

How do you think about case presentation?
What tools are you leveraging for diagnosis and case presentation that help your patients make an informed decision?
When do patients move forward with treatment and when do they select option C?
How can we effectively track case acceptance?

I’m certainly no expert at hiring contractors, but if you’re looking for ways as a dental practice owner or team to increase top line revenue, surgically attack overhead, create the practice of your dreams, and keep patient care at the center of everything you do, I’m always grateful for the opportunity to help. If you ever want to chat or have questions, please drop me a line or grab time on my calendar.

The Year of Falling Off a Surfboard 🌊🏄‍♂️

November 1, 2022

Surfing is hard.

Paddling out.

Waiting.

Deciding which wave to paddle into.

More paddling. Focused. Rapid paddling this time.

Nope.

Not enough.

You missed it.

Start over.

Paddle paddle! You got one!!!

Oh bummer. Lost your balance and face planted for a round of sucking salt water.

Start over.

And then?

The payoff.

Oh, that sweet 60 seconds of acceleration.

And the sensation of being carried by the immense power of the ocean.

This kid from Kansas was incredibly lucky to have had the chance to live in Hawaii for nearly a year, to have a friend in Remo Sagastume who took him out on the water for the first time, for Maria and Guy Kaho’ohanohano to have welcomed him into their ohana, and to many others who were gracious and patient teachers.

During my time in paradise, I tried to soak in every moment and get out on the water often. Here’s a secret about surfing that I’ve found to be true in attempting anything new. Get comfortable being terrible at first. For me, the journey of learning and pushing myself was every bit as rewarding as the fleeting moments up on the board, with wobbly knees and mediocre balance.

In a two hour session I might spend only minutes actually engaged in what could be called “surfing.” I’m sure that others perform better, but to me it didn’t matter. Half of the time paddling back and forth to the right break. Equally as much time sitting with the ebb and flow of the ocean watching the set roll in, with the hope of finding a wave that might be gracious enough to let me dance with it. Then in 30 second bursts to paddle with everything you’ve got in an effort to match the momentum and drop in. More often than not I would fail, either unable to catch the wave, or wipe out using my forehead as a surface pressure tester on the water. Not going to lie. That hurts. And depending on the location and the specific break, I found more than my fair share of rocks or reef, and the occasional shallow sandbar. Scars are cool, right?

The day before I jumped on a plane for my move back to the mainland was drawn to steal a few final moments on the water. It was evening, and my favorite spot was calm. But it didn’t stop me from grabbing a board and making my way out about the equivalent of a football field from the shoreline. Diamond Head in view on one side and the massive expanse of ocean as far as the eye could see on the other. There were no waves to ride that evening. But there was a magnificent sunset and time to reflect. To reflect on a once in a lifetime opportunity to call this incredible place my home. To reflect on the year of paddling and falling and paddling and occasionally surfing.

What new risks will you take? Are there procedures you would like to learn and implement in your dental practice? Are you ready to get comfortable being uncomfortable in the pursuit of learning something new? My hope is that you are finding ways personally or professionally to push beyond your comfort zone, and that you have mentors and teachers to support and encourage you on the journey.

While I’m not qualified to teach surfing lessons, if you’re looking for ways as a dental practice owner or team to fight to retain your independence, increase top line revenue, surgically attack overhead, create the practice of your dreams, and keep patient care at the center of everything you do, I’m always grateful for the opportunity to help. If you ever want to chat or have questions, please drop me a line or grab time on my calendar.

Sending aloha!

-Rob

The Invisible Employee on Your Dental Practice P&L

October 26, 2022

ARCHIVE from practicepartner.dental October 26, 2022

There’s a trope that has made it’s way through the dental community that “dentists are bad business people,” and it drives me bonkers.

Most every business owner I know has learned by doing. By taking action, failing forward, learning, and growing. So, please repeat after me to silence the haters – “I am a great businessperson and practice owner who is learning and growing every day.”

As is everything in life worth pursuing, owning and running a dental practice requires study, effort, perseverance, and finding trustworthy partners to lock arms with on your journey. I am from a family of small business owners and have seen first-hand both the challenges and rewards of running a business, and am a passionate advocate for the private dental practice. After a stint in the advertising world, I was incredibly fortunate to have found a career home in the dental industry that has now spanned nearly twenty years. My objective is to help dentists and their teams fight to retain their independence, increase top line revenue, surgically attack overhead, and create the practice of their dreams. All the while keeping patient care at the center of everything we do.

If your experience in working with a dental supply partner ends with your order of 2 x 2’s arriving in a timely fashion, I’d like to suggest that your friendly neighborhood Cotton Roll Jockey might have more to offer. Interview a few different reps from different companies and see what you think. You may decide not to change a thing. And that’s ok.

Here are a few questions to ask if you decide to take my advice:

You visit hundreds of offices in a given month

-what are you seeing as market trends?

-what’s working really well for other practices?

-know of any amazing team members who might be looking to make a change?

What new technology developments are positively impacting patient care?

What new technology developments are creating significant time savings and return on investment for the practice?

What do you notice in my practice that could use some attention?

Are there formulary or contract price options that might help reduce supply spend?

What additional practice and business resources do you have at your disposal outside of clinical supplies?

Some reps will decide this is a great opportunity to try and sell you stuff. That’s not always a bad thing. But the best reps will start to ask questions back about your personal goals and vision for the practice. They will want to go through a process similar to the one you use in working with patients, with a proper diagnosis and assessment before working up a treatment plan. If you are able to develop a real partnership it can help in tangible ways like expediting a service technician when your compressor decides to blow up, reducing down time and resulting lost revenue. A resource for HIPAA and OSHA annual review. A project manager and trainer for equipment and technology.

But they can also manifest as an invisible employee on your P&L. Someone with whom to discuss and explore practice growth opportunities. Networking for associates, hygienists, assistants, office managers, and practice acquisition opportunities. A partner to work with you on finding ways to both grow top line production, and surgically attack overhead to expand the pie for profitability and reinvestment. Because a healthy, profitable practice can do more for it’s team members, more for it’s patients, more for the community, and reward you the business owner for your investment.

For good measure as we close, let’s circle back to our mantra that kicked off this article – “I am a great businessperson and practice owner who is learning and growing every day.”

If you ever want to chat or have questions, please drop me a line or grab time on my calendar. And if you’re in the Kansas City metro area, and are interested in turning the above questions on me, I’m always grateful for the opportunity.

Here’s where to connect:

Top 5 Ways to Maximize the Relationship with Your Dental Dealer Representative

November 18, 2018

ARCHIVE from robertdavidhays.com November 18, 2013

1. How Do Other Practices Do “X”?

The average field sales representative is responsible for servicing roughly 100 dental practices. That means that on an average month they’re in most of them at least once. In my nine years with Patterson, I’ve visited nearly 500 offices and seen a wide range of approaches and styles of running a dental practice.

This means that we can draw some best practices from dentists that we see having success in particular areas. Curious for a broader perspective, or insight into how to improve an area of your business? If your rep doesn’t already have some know-how, they’re likely to have a client in mind that they could connect you with.

Give some thought to areas of your practice that you’d like to improve and grab coffee
or lunch with your rep to explore some possible solutions.

2. Continuing Education Programs

Where are you currently seeking out continuing education? Are you relying on your local dental society or the state meeting? They certainly do a great job of putting together courses, but don’t overlook the CE programs offered by your dental dealer and their manufacturing partners.

Generally speaking, we are offering at least two courses per month, covering topics like new procedures, advancements in technology, OSHA compliance, practice management and a whole lot more.

I’m currently compiling a list of available courses at http://www.robertdavidhays.com, so please head on over there to see what’s going on in your area.

3. Overhead Control

If you’re purchasing your supplies from a variety of different sources, the onus falls on you to track and monitor your overhead in the supply category, and often after the fact when the bills start to filter in at the end of the month. Practice management consultants recommend that this line item be kept between 5-7% of practice production, and by selecting one vendor for those supplies, oftentimes your representative can be proactive in helping you maintain your costs and keep them in that healthy range.

I have close partnerships with a number of my clients for whom I play a large role in managing their supply budget. Is your vendor simply a line item on your budget, or are they a partner in helping you control your overhead and ensure the profitability of your practice?

4. Receive Better Customer Service and Favorable Technical Service Scheduling by Enrolling in a Preferred Customer Program

Most full service dental dealers have a preferred customer rewards program that earns you significant benefits by partnering with them and ordering most of your supplies exclusively with their company. Ours is the Patterson Advantage Rewards Program.

As a member of the program, our clients receive:
-Guaranteed emergency technical service response times for equipment repair needs
-Preferred pricing on billable technical service appointments
-Advantage Rewards dollars that can be used for equipment purchases and upgrades
-a whole lot more

These are the official corporate sponsored benefits of partnering more closely with a vendor. The intangibles of having a local rep that is reliant on a long term relationship with you and your team can reach far beyond that. I can tell you that I have lost count of the times I received a call from a client who was in dire need of a particular product and had run out. In most cases I can have something sent from our local distribution center, and in the office the next morning. More than a handful of times, however, the situation was more pressing than that, and I have personally delivered items to the office within hours of the phone call. Just last month I had a client who’s primary sterilizer had gone down. The practice is over 3 hours outside of the metro area – but with a 5am departure from home (and a few cups of coffee) they were up and running by 10 that morning.

Buying your supplies from a catalog company without a local team? Splitting your business between a few companies? Reach out to your rep and ask about the benefits you would receive if you went all in and selected them as your preferred vendor.

5. What’s new?

You know the pile of industry magazines that accumulate on your desk every month? There’s a ton of great information and insights in them, but it can be difficult to distill through it all.

Part of our role as distributor reps is to actively educate ourselves on the ins and outs of new products and technologies coming to market. If there’s ever an area of interest, or a truly disruptive approach to a procedure that will positively impact your practice and your patients, most of us would be eager to share that information with you, and help you evaluate if it might be a good fit for your practice.

Next time you see your rep, lob them the question: “What’s new?”

Want to receive great content like this? Subscribe to our eNewsletter, and get it right in your inbox! We’ll never sell or share your information, and promise to work hard to be sure and provide content that’s designed to help enhance the patient experience and drive the success of your practice.

Is It Time to Refresh Your Story?

August 26, 2014

ARCHIVE from robertdavidhays.com August 26, 2014

This evening I picked up a six pack of Fiji water from the local grocery store. Honestly, it was more of a pragmatic purchase as the only option that came in a six pack, and small enough to fit in the mini fridge at my hotel.

I took a moment as I was drinking the first bottle to examine the label and see why Fiji commanded a higher price point than my usual bottled water selection. “Not touched by man until you drink it.” “What ecosystem is your water from?” read the next bottle, along with a story of the purified rainfall. “A softer side of water” says bottle #3. “…filtering through volcanic rock, our water collected in an artesian aquifer deep within the earth.” These folks put a lot of thought into telling the story of their H20! Each bottle drops (get it?) a tiny part of their corporate lore. I’m not sure what qualifies as an artesian aquifer, but it sounds mostly awesome. And now I’m wondering why I’ve deprived myself of artesian water my whole life.

It made me think about YOUR story. Are you being intentional with your brand story? What do your patients experience as a result of being a part of your dental family? Is every touch point with your patients designed to create a connection? Do they know why you’re different?

I may have accidentally become a Fiji water fan. Something resonated with me through the story they told about why their water is different. It’s water. One hydrogen two oxygen. It really shouldn’t matter. But now. To me. It does.

Because Fiji told me a new story about water.

Would someone who accidentally stumbled onto your office find reasons to engage with your brand story? Would their time in your office, working with your team, slowly but surely make them feel like they had found a connection? Is there something visceral, that they may not even be able to explain, about how they feel when they’re in your office? Any business can throw on some window dressing and put on a show. But if you are intentional about your story, and why you run your practice the way that you do, then you just may find yourself with the kind of practice you always dreamed of.

Are you ready to tell your patients a new story about dentistry?

Top 5 Secrets of CEREC Dentists

March 11, 2014

ARCHIVE from robertdavidhays.com March 11, 2014

1. Patients only tolerated goopy impression material because they had no other choice.

Once they’ve experienced a digital impression, you’ve spoiled them for life.

2. Mr. Jones, I could complete this procedure in one appointment, or, since you’ve told me how much you love coming to the dentist, I’d be happy to do your crown in two visits if you’d rather.

Your patients are time starved, accustomed to instant gratification and evaluate their dental provider through the same lens as other service businesses.

3. Don’t you enjoy those calls on your day off that a patient lost a temporary?

No more temporaries. No more temp cement. Good for the patient. Good for days off.

4. You can produce beautiful, aesthetic restorations in less time than it takes for a hygiene check.

With a little training for you and your team, a furnace, four shades of stain, you’ll be thrilled with the results for anterior and posterior restorations.

5. The ROI is phenomenal, and it’s not just the economic benefits.

CEREC is just plain fun! Patients love seeing their ‘new tooth’ being created right in front of them. The team gets to play a bigger role in restorative procedures. You save time and resources typically allocated to the second appointment. And yes, it is absolutely a profitable investment for the practice. Not only are there savings involved, it will create opportunities for you to do more dentistry.

5 ¾. Options and Control. Worthy of mentioning is the ever growing selection of materials and new applications.

Implant abutments? Check.

Case to send to the lab? Digital impression and immediate data transfer to the lab of your choice via CEREC Connect.

3D integration for restoratively driven implant planning? You won’t even believe how incredible the Sirona workflow is!

If it has been more than 12 months since you’ve evaluated CEREC, now is the time to look again. It’s whole lot more than a crown machine. Call me now to schedule a clinical evaluation, and learn how CEREC will impact your patients and your practice.

Designing and Planning Your Dental Office – with Joe Pennisi

November 22, 2013

ARCHIVE from robertdavidhays.com November 22, 2013

Being Selfish

August 27, 2013

ARCHIVE from robertdavidhays.com August 27, 2013

I think we all spend a lot of time trying to “figure it all out.” The library of self help titles on Amazon tell that story pretty clearly.

Lately I’ve embarked on a seemingly endless journey through success literature, and self-development books, audiobooks, blogs, and recently have had the opportunity to participate in a study club with some amazingly talented professionals led by one of the best sales coaches in the business.

Woven throughout are a few recurring themes of hard work, persistence, becoming goal-centric, and driven to help others. There’s value in much of it. There are some nuggets that I’m trying to implement in my daily life. But why?

We laid out the picnic blanket. I felt the sun on my face. Enjoyed the sweet, innocent smile of my little Olive. The gentle touch of Robin’s hand. The simplicity of just being. Being in the moment. Being with the people that matter most in my life. Being a loving father. Being the kind of husband that makes my bride feel safe, supported, and loved unconditionally.

Those are the moments that matter. So I am going to be selfish. Selfish with my time. Selfish in the way I expend my energy. Selective in the people I allow in my life. Time is a limited resource, and if I am choosing to invest it somewhere other than in creating moments with my girls, I want to make sure it’s with people I like, respect, and can create mutual value. It has to be invested engaging in worthwhile activities. Activities that contribute to making me the man I want to be. Activities that create wealth, prosperity and happiness for myself and those I serve personally and professionally.

Perhaps I can attribute this line of thinking to the stuff I’ve been filling my head with. The laser focus, the value of time, the prosperity mindset. For that I’m grateful.

So there it is. I want to create. I want to invest my time doing things that matter. I want to be totally and completely present with my wife and daughter.

Are your priorities and values in alignment with how you spend your day and the people you spend it with? I’d love to hear about your journey and the choices you make in business and in life. Share your thoughts in the comments below.

“See You in a Few Weeks” or “One-Way Escort with the Men in White Coats”

May 28, 2013

ARCHIVE from robertdavidhays.com May 28, 2013

Your workday is scheduled to maximize productivity in 15 minute increments. Unless you are in the chair working directly with a patient, and your team is supporting those efforts with case presentations, phone conversations, payment collection, new patient acquisition, and clinical support, then your practice is not operating at optimal performance.

Why then, do we as sales professionals, consistently march into your office unannounced, to try and capture 10 minutes with you and/or your team? I’m not trying to imply that the time you might invest in a conversation with a sales person is not productive. Quite the contrary. There are many things that we bring to the table that could be of enormous benefit to your practice. We are able to draw from successes of other clients, and product or service information that you may not have really considered, that then helps enhance the service that you are able to deliver to your patients.

My point is that we are being irresponsible with your time, and ineffective with our own when those conversations are unscheduled, in the middle of your day and crammed in between patients. What important decisions have you made in your life that occurred in a matter of a 10 minute chat? I’m guessing not many.

The challenge then lies in how we are to effectively connect, and share information with each other. The industry’s answer to this has created the problem mentioned above. Dealer reps, as that’s my personal frame of reference, have a finite list of clients to cultivate and support. So, in order to feel busy, and attempt to develop relationships over a period of time, we have historically set up a route of sorts to be sure that we’re in every practice on a particular interval – regardless of whether or not a business need has been mutually agreed on between the rep and the client, and a visit is warranted. Is the recycle bin at your reception desk full of fliers and event invitations that reps have dropped off? Now you know why.

I will surely be skewered, and criticized for this line of thinking within my own ranks. This practice so deeply engrained on my side of the business, that we cling to it like our life depends on it. My position will be viewed as sacrilege.

Why am I willing to be accused of treason? Because my purpose is to serve dentistry. If I were a little younger and a lot smarter, I would love to go to dental school. I strongly believe, however, that I can make an impact from my current station. I work for a phenomenal company, with the leadership and vision to provide me with the education, products and services, that will elevate the patient experience, and help your practice to be more productive and profitable.

Still reading? Think I’m crazy? (I probably am a little – hopefully that makes me endearing instead of earning a one-way escort with the men in white coats.) So what’s my proposed solution? A regular meeting with your team to address any immediate technical or support needs for the practice, in combination with a focused, quarterly business meeting with the leadership and clinical team to better understand the needs of your dental practice, and collaboratively identify ways to improve it.

Call me if you’re ready to dive into a deeper, more productive business relationship, and let me earn my keep as a part of your team.

In the meantime? I guess I’ll see you in a few weeks with the latest promo flier.
Hey – Old habits die hard.

On Giving Thanks

November 19, 2012

ARCHIVE from robertdavidhays.com November 19, 2012

These past few weeks I’ve noticed a number of friends posting on Facebook the things that they are thankful for. The holiday season is always wonderful for spending time with family and reflecting on the blessings in our lives.

It’s an exercise that I would like to engage in more often, and throughout the year, as I am incredibly grateful for so many things in my life.

So, here’s my list.

1. My amazing wife. Robin has endured ten years with me and my, at times, wild-haired ideas and whims. Always with grace, support and love. She remains the woman of my dreams, and I am very blessed to get to enjoy my life’s journey with her. In 2011 she gave me the amazing gift in our daughter Olive, and is a wonderful mother. I love you, Robin.

2. Olive Lynde Hays. A beautiful, sweet natured, brilliant (in my humble fatherly opinion) little girl. At a year and a half, she amazes and delights me every day. With a smile that will no doubt cripple my better judgement as the years pass, I love her with all of my heart.

3. My family. I was born to two of the most selfless, incredible parents anyone could ask for. They had me when they were only 19, and are still happily married after 35 years.

My sister Amanda is a phenom in every sense of the word. A brilliant and beautiful young woman, inside and out, who has taken the professional world by storm. Second only to my bride, Amanda is my very best friend.

I am also fortunate to still have in my life, grandparents on both sides of my family. The Ramirez and Hays families are both the definition of grounded, salt-of-the Earth people, who give every ounce of themselves to their families.

I’ve not yet even mentioned the aunts and uncles, Leslie and Gary, Linda and Charlie, Steve and Karina, and Roger and Karen. You all played a huge role, along with your children-my cousins- in making me the man I am today. I could easily extend this to my enormous and wonderful extended family. You know who you are, and I thank each and every one of you.

4. Friends. Around the globe, and some as near as next door, I have the good fortune of friends who’s opinions and support I value more than I could begin to express. A few who warrant special recognition are Colby, Aaron and Mauricio.

Colby- I am so grateful for our friendship that has spanned nearly three decades. We have been through so much together, and I count you as a brother as much as a friend.

Soltz- my confidant, and fellow humanitarian. Thank you for the frequent conversations to discuss the stuff of life, careers, and everything in between. Months and years could go by between contact and it would feel like not a day had passed.

Mauricio- Mi hermano de otra madre. No hablamos suficiente. Pienso en ti y tu familia frecuentemente.

5. A career with an amazing company. Patterson has given me an outlet to be my own brand of crazy, and to nurture my entrepreneurial spirit within an amazing organization.

6. The people I get to work with. Clients and colleagues. Fellow sales professionals and technical support team. Talented clinicians, assistants, hygienists and business team members. Thank you all for inviting me to be a part of your day.

This list could go on. I am, to say the least, blessed in my life. Thank you for taking time out of your day to indulge my little blog project. I’ve reached nearly 2,000 followers. Thank you for inspiring me to keep writing. I hope this inspires you to reflect on the things and people in life for which you are thankful.

Happy Thanksgiving.

You Mean (GASP) You Didn’t Spend All Weekend Contemplating the Quarterly Specials Flier I Dropped Off Last Week?

October 21, 2012

ARCHIVE from robertdavidhays.com October 29, 2012

I spent the first part of my day today thinking about what’s likely on your mind as you begin your work week. It’s probably not what quarterly specials might be available on adhesives, toothbrushes or even cotton rolls.

It occurs to me that you’re not even contemplating your next equipment or technology investment.

I’m guessing that what’s on your mind is that 10:00 patient that has yet to sign off on the big case you presented last time they were in your office. Or perhaps why your hygiene team isn’t in alignment with identifying and helping you present and support treatment on their side of the schedule. Maybe it’s that emergency patient that was plugged into your day, who you know needs endo treatment and crown, but mentioned that she’s traveling abroad for three months, leaving tomorrow.

These are the things I’d like to talk with you about.

I won’t talk about MY stuff unless it helps you with YOUR stuff.

Is it time to explore a relationship with a vendor who’s interested in helping you enhance your patients’ experience and improve your practice lifestyle?

World Travels, My Place in the Universe, and the Day That Dentistry Changed Forever

August 31, 2012

Please return your seats and tray tables to their full upright and locked position.

I’ve been on a bit of a travel frenzy this summer, which is very unusual for me. My world typically remains focused on serving my clients in the San Francisco Bay Area, with occasional two or three-day jaunts to the Scottsdale Center for Dentistry perhaps once per quarter.

Beginning in June this year, however, I made my first trip to Europe to visit the Sirona Center of Innovation in Benzheim, Germany (with a fair amount of time to experience and enjoy Heidelberg as well as Paris, France). Shortly thereafter, over 200 of my colleagues and our business partners descended on Hollywood, California for a three-day conference and intensive education on the business of dentistry and what role we play in enhancing the patient experience and practice lifestyle.

And as I write this, I am on my return flight to the Bay Area from the largest ever conference on digital dentistry, with 4,000 passionate dental professionals in Las Vegas. I strongly believe that August 16, 2012 will go down in history as a date that changed the future of dentistry. Let’s start there for this post. Shall we?

Think back to January 9, 2007 when Steve Jobs stood on stage to announce the very first iPhone. On the surface, it was simply a product launch. In actuality, it marked a revolution the way that we interact with technology. Certainly, there were smartphones before the introduction of the iPhone, and the adoption rate hovered around 10%. Within two years, that skyrocketed to 40%, thanks in big part to the iPhone. (U.S. Census Bureau, Wall Street Journal)

Apple brought us something new, that delivered simplicity and elegance in integrating tools and resources like a calendar, email and music player, that we were already accustomed to using in our lives – all in one device. Not to mention the rapid expansion of “apps” and functionality we didn’t even know we wanted.

This is exactly what Sirona’s CEREC 27.5 celebration, and launch of the new Omnicam will do for dentistry. Just as there were cell phones and even smartphones prior to the launch of the iPhone – digital impressioning devices, intraoral cameras, and even full in-office CAD/CAM restorative systems, including CEREC, are reaching significant levels of market penetration.

CEREC AC with Omnicam brings an elegant, full-color, all-in-one 2D and 3D camera, the most sophisticated CAD software for restorative planning, design and manufacturing, and the only truly integrated connectivity with cone-beam CT for restorative-driven implant planning and guided surgery. This IS the digital patient.

CEREC 27.5 Omnicam Launch Video

Sirona’s Omincam and portfolio of imaging devices deliver in elevating the level of patient care with best in class diagnostic, case presentation and restorative tools. The future of dentistry is here.

Invisalign Radio Ad Campaign. How Do You Feel About This Product-Driven Push-Pull Approach?

May 29, 2012

ARCHIVE from robertdavidhays.com May 29th, 2012

Driving to my first appointment this morning I heard an incredibly well executed radio ad from Invisalign. It’s an interesting Push-Pull campaign directed at consumers. The desired end result for Invisalign is to sell more cases by driving patient interest, but they rely on their distribution channel, the dental practice, to prescribe the treatment.

How does this avenue impact your practice? If you are an Invisalign provider, there’s a positive impact if more of your existing patients have this treatment option at top of mind. Better still is the likelihood that it will drive new patients to the practice if your dental office is discovered, as the ad campaign directs Mr. Jones to you via the Invisalign website.

Traditionally, dental practices are fragmented as independent businesses, and that is reflected in marketing and advertising efforts created by each individual practice. By rallying around a particular product offering, multiple dental practices are able to leverage a market-wide ad campaign to grow their businesses.

How else might we create public interest and awareness about a particular product or service offering to drive new patients to your practice? Zoom did so effectively a number of years ago with a direct-to-consumer ad campaign (Side note and shameless plug – for a great 20-minute in-office whitening alternative click here for Sinsational Smile). Sonicare aggressively advertises on television. 1-800-Dentist is a paid service designed to accomplish the same end result of added new patient flow.

In a few markets, CEREC owners have effectively collaborated to generate patient interest in single-visit restorative dentistry. In San Diego, the local study club owns an sdCEREC mini-van with patient marketing emblazoned on the vehicle, driving patients to the http://www.sdcerec.com/website, which contains a search function for CEREC owners by zip code.

What do you think? Are there product offerings or a unique positioning around which a number of practices could collectively create a strategic marketing and advertising campaign? How would you identify your colleagues with whom to pool resources? How effective do you feel these efforts would be in driving new patients?

Thanks for the input! I look forward to some great dialogue on this topic.

Morning Motivation Courtesy of the Apple Store

April 27, 2012

ARCHIVE from robertdavidhays.com April 27, 2012

I had an appointment at the Apple Store to address some issues with my iMac this morning. I arrived ahead of the official store opening, and was able to witness the “behind the scenes” start to every day at the retailer.

Beyond closed doors, the Apple Store team hoots, hollers, claps and cheers at the motivational kick-off that begins their day in an effort to solidify and re-center with the goal of providing a top-notch experience for every customer that enters the door. They review all scheduled appointments for the day and discuss any important areas of focus.

When was the last time you held a morning kick-off meeting or huddle that culminated in applause from your team, and helped raise the level of enthusiasm for serving your patients? Would you be willing to try it for a week and see how it impacts your business? Spend a little time on your drive to the office and think about why you became a dentist in the first place. Get centered with your purpose, and bring that enthusiasm to your team. You don’t have to be Tony Robbins and give a whiz-bang of a motivational speech to be motivational. If you’re excited to be at your practice and serve your patients, you’re team will see that and it will carry over.

Do you ever notice that when someone around you is in a bad mood, it tends to spread like a virus? A positive attitude is just as contagious. Lead the charge. You will be happier. Your team will be happier. Your patients will be happier. Sounds like a good enough reason to at least give it a shot.

Let me know how the powwow’s go next week!

Call Me the Tool Man

April 11, 2012

ARCHIVE from robertdavidhays.com April 11, 2012

I just read a really great article by Roy H. Williams, an advertising, marketing and business guru who founded the Wizard Academy. The Wizard Academy is a non-profit business school designed for anyone with an open mind and a desire to grow their business. Roy began writing his Monday Morning Memo with an intended audience of advertising professionals. I always find nuggets in his work that apply to business, marketing and life.

This particular Monday Morning Memo highlighted an anecdote from one of his personal mentors. Here’s a snipit from the text:

One day Tom told me a story about the 8-track and cassette tapes of his own childhood. “Roy,” he said, “when I was growing up, everyone pulled water from a well. There was this one company that made absolutely the best oak buckets. Every general store sold them. It was the oak bucket everyone bought. Then along came this new contraption called a hand pump. It mounted over the top of the well and the water came to you as you pumped the iron handle up and down. The oak bucket company chose to ignore this new technology. In fact, they even disparaged it. That’s why they went broke and disappeared; they thought they were in the oak bucket business when in truth, they were in the water delivery business. With their brand recognition and their distribution channels, that oak bucket company could easily have become the leading hand-pump company. And after that, they could have become the leading supplier of faucets and fixtures when indoor plumbing came along. But no, they were in love with oak buckets and that’s really sad.” Tom then looked steadily into my eyes, “Roy, never fall in love with oak buckets. Always remember the business you’re in; the customer delivery business.”

Today I’m just doing my best to honor old Tom and pass along his advice

He got me thinking about what business I am really in, and how changes in the landscape of the marketplace and in technology impact what my professional role is. You could say that I sell stuff to dental offices, but that would be a fairly dramatic oversimplification. What I really do is provide a channel of information, education and support to the dental professional. I give you the tools you need to be successful clinically and in the business of your practice. I’m the “Tool Man”.

How would you define your business? As the function of the dental professional has shifted and changed over the past century, and really even over the past decade, how have you defined and refined your business and vision? Are you still selling oak buckets when you’re really in the business of water delivery? Are you prepared to adjust as new technology comes along and alters the way in which you serve your customers/patients?

Ultimately patients want healthy, attractive mouths, and I believe there’s a growing trend toward general wellness and prevention in health care at large. How does this impact your message and product/service offering? Dentistry really pioneered the wellness platform, so we’re ahead of the game there. Do your diagnostic tools offer the best resources for patient communication with digital radiography, intraoral cameras and 3D imaging? Are you offering the latest available restorative treatment options with chairside CAD/CAM, guided implant surgery and the like?

Just some food for thought inspired by Roy Williams, oak buckets, and a desire to be the best Tool Man I can be.

Still Work To Do

I did a thing

Infection Control, Pursuing Your Passion, & 👻 Ghost Hunting

The Accountability Advantage: 🔓 How to Unlock the Implementation of Continuing Education

What a 🏡 Home Foundation Contractor Taught Me About Case Presentations

The Year of Falling Off a Surfboard 🌊🏄‍♂️

The Invisible Employee on Your Dental Practice P&L

Top 5 Ways to Maximize the Relationship with Your Dental Dealer Representative

Is It Time to Refresh Your Story?

Top 5 Secrets of CEREC Dentists

Designing and Planning Your Dental Office – with Joe Pennisi

Being Selfish

“See You in a Few Weeks” or “One-Way Escort with the Men in White Coats”

On Giving Thanks

You Mean (GASP) You Didn’t Spend All Weekend Contemplating the Quarterly Specials Flier I Dropped Off Last Week?

World Travels, My Place in the Universe, and the Day That Dentistry Changed Forever

Invisalign Radio Ad Campaign. How Do You Feel About This Product-Driven Push-Pull Approach?

Morning Motivation Courtesy of the Apple Store

Call Me the Tool Man

Stay Connected!

RECENT POSTS

Still Work To Do

I did a thing

Infection Control, Pursuing Your Passion, & 👻 Ghost Hunting

The Accountability Advantage: 🔓 How to Unlock the Implementation of Continuing Education

What a 🏡 Home Foundation Contractor Taught Me About Case Presentations

The Year of Falling Off a Surfboard 🌊🏄‍♂️

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