Dr. Steve Miller
SCENE 1 – Too Busy
In 2009, Dr. Steve Miller was busy. Almost too busy. He was seeing patients every day in his private practice, was serving as a Dawson Academy Teaching Assistant, and held the prestigious position as the President of the American Academy of Dental Practice Administration (AADPA). His plate was full and his focus was divided between these three entities.
Although his adult restorative and esthetic practice was thriving, he felt something was missing. As Dr. Miller says, “I was operating a good practice, but I felt we lacked energy and focus.” As a Dawson instructor, Dr. Miller truly believed in the value and importance of building relationships with his patients. But with his hectic schedule, he wasn’t finding the time to practice what he taught. “I felt like the schedule often did not allow for relationship-building time with patients,” he says. “The practice definitely wags the tail of our lives, which is frustrating because at 58 years old, life is to enjoy.”
But more than time, there were financial considerations, too. “The economic model of the practice lacked discipline, so my overhead stayed at 66%,” says Dr. Miller. “I was more often the last to be paid, which was stressful. We lacked systems that supported my vision.”
To make matters worse, his energy was zapped and his entire team was buying into the idea that the recession would impact his specialized practice. Dr. Miller was beginning to be concerned not just about the next few months of his practice, but the future, too.
Through AADPA, Dr. Miller had the pleasure of meeting many consultants. In fact, he had worked with many of them. But he always kept hearing the name “Kirk Behrendt” and he read the ACT newsletter every month.
While Dr. Miller attended a Dawson course, John Cranham, Clinical Director of The Dawson Academy and colleague of Kirk Behrendt’s, noticed something was off. “John saw me dragging. I was singing the blues about the recession,” says Dr. Miller. “He suggested I talk with Kirk. Between my low energy and the economy, I figured it was time to get serious, so I called ACT.”
That call changed his practice and his life.
SCENE 2 – A Thorough Examination
Dr. Miller and the ACT team spoke on the phone, and they arranged a time to visit Dr. Miller’s practice, to see if the chemistry was right and they would be a “good match.” “After our initial 2-hour phone call, I felt that my relationship with ACT had begun,” says Dr. Miller. The ACT team came to visit Dr. Miller’s practice in Asheville, NC, meeting with Dr. Miller and each member of the team.
During that time, the ACT team conducted their version of the perfect New Client Experience! They interviewed the team, asking three important questions:
What do they do well?
What would they like to do more consistently?
How do they tell patients and specialists about the practice?
The ACT team sat back, listened, and then presented Dr. Miller with a treatment plan. They told Dr. Miller, “This is what we can do for you, and this is how you can pay for it.” Their approach to delivering services was the same as Dr. Miller taught dentists at Dawson. Soon, they were underway.
SCENE 3 – A Plan to Work Smarter. Not Harder.
Kirk and fellow ACT member, Sheri Kay, provided Dr. Miller and his team with guidelines and suggestions for a System and Policy Manual. The team took their direction, and developed and implemented a variety of systems and policies that are targeted specifically for their practice and their goals. There was no “cookie-cutter” program put in place; it is all custom-designed. From a new patient process to financials, these systems are comprehensive and address each facet of the dental practice.
Once launched, Kirk and Sheri continued to touch base with bi-weekly calls. Says Dr. Miller, “I have been with many consultants, but Kirk, Sheri and the other ACT team members not only talk the talk, they walk the walk. They’re involved; they’re part of the team. ACT just didn’t give me a report with some recommendations and then walk away. They’re hands-on. They also understand that change takes time and is difficult, so they schedule a booster every 8 to 12 weeks. They also have tremendous experience with Dawson and Pankey philosophies, and develop systems that work and support those philosophies.”
ACT showed Dr. Miller and his team how to work smarter, not harder. The ACT team personally worked with Dr. Miller on budgeting his practice time, family time, personal time and outside dental activities.
The results – in just one year – are incredible and measurable. According to Dr. Miller, 2010 was the practice’s best year, with an increase of 8% over 2009. It was not only the most profitable, but also the practice managed to save the most money in solvency.
The Story – and the Success – Continue
As the year 2011 begins, Dr. Miller’s practice is in very good shape. “The practice is calmer, although busier,” says Dr. Miller. “Patient communication has greatly improved. Instead of recommending treatment to a patient, we are sitting, as Kirk says ‘knee to knee, with two eyes focused.’ I tell them what they need, why they need it, develop a time frame and answer any questions.”
Today, Dr. Miller has more time to spend with patients. Production is up. Patient relationships are improved. And the results continue to emerge.
“I’m happier and more relaxed these days. My team finds me much more enjoyable to be around,” says Dr. Miller.
ACT’s recommendations and expertise expand beyond the walls of the practice, and have had a tremendous impact on Dr. Miller’s personal life. “The ACT team’s first question to me in 2011 was, “How many vacations do you have on the calendar that are not dental related?” says Dr. Miller. ACT is a firm believer in taking time away from dentistry, to focus on yourself and your personal relationships. Having your whole life in balance is essential to having a successful practice.
The ACT team also places a great deal of importance on physical fitness, because dentistry can be a taxing profession. “If you’re not feeling great, you’re not up to the physical challenges of the job,” says Dr. Miller. “Today, I feel better than I have in a long time.”
“With ACT’s direction, I have the confidence that, with hard work, I can live my vision,” says Dr. Miller. “I know I can practice the way I want to now, and have a plan for my practice in the future.
“The ACT team is energizing, empowering, as well as practical. They don’t proclaim to have all the answers, and has developed a “community of learning,” made up of a variety of professionals, that offer invaluable advice and direction. If they don’t have the answer, they’ll find someone who does.
“The ACT team’s enthusiasm is contagious. They’re really unbelievable. They want you to succeed and do all they can to help you realize your goals. They’re very motivating.”
