Steven J. Anderson - Cleinman Performance Partners

Steven J. Anderson
Steven J. Anderson is the founder and president of the
Total Patient Service Institute that specializes in
implementing the highest level of patient service and
communication skills in dental practices.
Over the last twenty years he has spoken at every major
dental meeting in North America, conducted hundreds of
seminars all over the English speaking world, worked with
thousands of dental practices to increase their productivity
through patient communication, written over 100 articles
for dental industry publications, authored 5 books, and
produced dozens of audio and video learning programs.
In 1995, he co-founded the Crown Council, a continent
wide association of over 1,000 leading dental practices.
Through the Crown Council, he co-founded the Smiles for
Life Foundation, which has raised over $27 million dollars
in the last twelve years for children’s charities worldwide.
He was recently named “Dental Businessman of the Year”
by Excellence in Dentistry.
He is a member of The Young Presidents’ Organization,
Past President and Founder of the San Antonio Chapter of
the Young Entrepreneurs’ Organization and a 1997 Finalist
in the Ernst and Young Entrepreneur of the Year contest.
Steve, his wife Cheryl and their seven children live in the
Dallas – Ft. Worth area.
Contact:
Total Patient Service Institute
P.O. Box 92001
Southlake, Texas 76092
1-830-634-3391 PH
1-877-399-8677 Toll Free
1-817-749-1517 Fax
www.TotalPatientService.com
Steve@TotalPatientService.com
Steven J. Anderson
2
Curriculum Vitae
Founder and President
Total Patient Service Institute. www.TotalPatientService.com Provides customer service and
practice management education and consulting to dental practices. 2005 to present.
Founder and President
Crown Council, Inc. www.CrownCouncil.com International association of affiliated dental
practices organized to promote quality dental care and exceptional patient service. 1995 to
present.
Co-founder and Trustee
Smiles for Life Foundation. www.SmilesForLife.org Charitable organization that has raised over
$27 million US to benefit children’s charities world-wide. 1998 to present.
Founder and President
Keystone Dental Management, LLC Management company that provides personnel and
business management services for private practice dental offices. 2003 to present.
Faculty
Learning Curves. www.LearningCurves.net. Dental continuing education through high
adventure motorcycle tours. 2006 to present.
Faculty
Aesthetic Masters. www.DentalAestheticMasters.com. Live, hands-on patient cosmetic
and restorative courses. 2009 to present.
President
Young President’s Organization, Ft. Worth Chapter. www.YPO.org International
association of corporate C.E.O.’s and presidents. 2009 – 2010 Chapter President.
Board Member
Alpha Omega International Dental Fraternity. www.AO.org. Oldest international dental
organization. 2008 to present.
Founder and President
Young Entrepreneur’s Organization, San Antonio Chapter. International organization of
C.E.O. founders of businesses with over $1 million in sales. 1993.
President
Planned Marketing Associates, Inc. International provider of business education and
consulting service including the Dental Boot Kamp. 1989-2004.
Founder
Eagle University Provider of career preparation educational seminars for high school and
college age students. 1992-2004.
Author
Breaking the No Barrier – 1991 Triamid Press; The Everybody Search Plan – 1996 PMA, Inc.;
Your Key to the Practice – 1995 – Triamid Press; How to Form a Master Mind Alliance – 1996,
PMA, Inc.; The 13 Biggest Mistakes Parents Make and How to Avoid Them – 2004, The Yes
Press.
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
Steven J. Anderson
3
Contributing Editorial Author
Published articles in all, but not limited to, the following publications in the United States of
America, Canada, The United Kingdom and Australia: Dental Economics, Dental Practice
Management, The Dental Success Letter, Dental Practice and Finance, Journal of Cosmetic
Dentistry, The Profitable Dentist, Private Practice Dentistry, Masters in Dentistry, Smiles
Magazine.
Speaker
Presented at every major dental industry meeting in the United States, Canada, Australia, and the
United Kingdom plus hundreds of seminars and speeches since 1989. Including, but not limited
to: Alpha Omega International Convention, ADA Conference on the New Dentist, American
Academy of Dental Practice Administration, American Academy of Cosmetic Dentistry,
American Dental Association Meeting, American Academy of Dental Group Practice, California
Dental Association Meeting, Canadian Dental Association Meeting, Chicago Mid-winter Dental
Meeting, Discus Dental Extravaganza, Empire State Academy of Cosmetic Dentistry,
Excellence in Dentistry’s Spring Break Seminar, FDI World Dental Federation, Florida Dental
Association Meeting, Georgia Academy of Cosmetic Dentistry, Greater Houston Dental
Meeting, Greater New York Dental Meeting, Hinman Dental Meeting, International Congress
of Oral Implantologists, Master’s in Dentistry Extravaganza – Australia, Ontario Dental
Association Meeting, Pacific Dental Conference, Pankey +++ Club, Richard’s Report TBSE,
Southwest Dental Conference, Texas Dental Association Meeting, Toronto Dental Association
Meeting, Yankee Dental Congress and others.
Professional Affiliations
Young President’s Organization International (YPO) - International association of Chief
Executive Officers.
The Young Entrepreneurs’ Organization, San Antonio Chapter.
Sigma Phi Epsilon Fraternity – Utah Beta Chapter, 1997-1989, Co-founder and President.
Education
Bachelor of Arts in Business Management with Honors, University of Utah, 1989.
Honors
Eagle Scout, Boy Scouts of America, 1980;
Phi Kappa Phi Scholastic Honor Society, 1989;
Ernst and Young Entrepreneur of the Year, 1997 Finalist;
Excellence in Dentistry’s Dental Businessman of the Year, 2005.
Honorary Member, Alpha Omega International Dental Fraternity, 2009.
Family
Wife – Cheryl and seven children.
Contact
Steven J. Anderson - P.O. Box 92001 - Southlake, Texas 76092
877-399-8677 Ph
817-749-1517 Fax
Info@StevenJAnderson.com
www.StevenJAnderson.com
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
Steven J. Anderson
Program Description
Wouldn’t it be nice if all your patients walked into your practice knowing exactly what they wanted, were ready to get started, and
could afford it all? Providing quality care is a process, not an event. Knowing how to take patients from where they are to where
they need to be is a science, not an accident. Do you and your team have the process of patient progression mapped out for daily
success?
Patients are getting older, wiser and more demanding as consumers. They expect more. What you used to do yesterday is not
going to be enough tomorrow. Do you know what they really want, or are you just telling them what you think they need?
Today, it starts with a philosophy of care; a philosophy of patient service that takes care of not just their clinical needs, but of
their total needs. Come discover the new standard for patient service and patient communication that will have a dramatic impact
on your patients, your production, and your teamwork.
Here’s just some of what you and your team will discover:
• The 2 personal obstacles that every dentist and team member must fight and win to achieve long term success.
• Critical adjustments you must make to the changing market.
• The 4 generations of patient care. Where are you today? Where can you be tomorrow? And what it will do for your
practice.
• Introducing a guide to the personal touch for customized service that will save you hours of chair-side time and
create dramatic improvements in patient acceptance.
• How to create quality patient care that people rave about.
• How to become “THE” recognized practice in your town.
• What is Total Patient Service and what can you do to make it happen.
• A revolutionary way to determine the unique direction to take with each patient.
• The 4 essential factors you must consider before making any treatment recommendation.
• Why you should never ask a patient what they want until you do this first.
• How every team member can adjust “in the moment” to patient needs, wants and desires.
• The greatest missed opportunity in patient care.
• The most important practice characteristic patients look for, but will rarely tell you that they notice.
• The secret of creating and maintaining team harmony.
• How to increase your quality new patient flow without spending any more money.
• Why patients are flocking to a new type of dentist and what you can do about it.
• The most overlooked patient care resource that will transform your practice.
• Why you can’t build a practice on satisfied patients.
• The “invisible” things your patients are looking for that may determine if they return.
And much more.
Come learn, grow and set a new
vision for your practice as you set new standards for patient service.
How to Thrive in Any Economy
Secrets of expanding and growing your practice
despite the economic trends of the day.
A full day presentation by
Steven J. Anderson
It’s no secret that the economic news of the day has made marketing and case acceptance in dentistry more
of a challenge. While many feel lucky to “just stay even,” others are thriving and growing their practices.
What are they doing that is working? What do you need to do TODAY to get ahead and stay ahead of the
market?
During this idea-packed session, you and your team will discover:
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Changes that need to be made TODAY in order to thrive tomorrow.
The 3 most important questions you must answer immediately that will fast forward your
practice growth.
What the majority of practices are not willing to do that has their practice progress “high
centered.”
5 actions your team can take today that will take your practice to the next level no matter the
economic news of the day.
3 strategies that will positively reposition your practice for growth and success.
The biggest obstacles to progress on your team and what you can do to tear them down.
And much, much more.
Discover the ideas, techniques and systems that will help you develop a new strategy for the future of your
practice that will help you THRIVE in any economy.
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
What Patients Really Want!
How Patient Perceptions are Changing the Way You Need to Practice Dentistry
A half-day presentation by:
Steven J. Anderson
The most recent national survey on patient perceptions of dentistry reveals that North Americans are searching for a different
kind of dentist.
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Are you what they are looking for?
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Will they find you ?
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Are you delivering what patients really want?
In this information-packed session, you and the entire team will discover:
• What today’s patients expect most from their dental office that most practices are not delivering.
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The biggest objections patients have and the formula for overcoming them…and its not just price anymore.
How age is impacting treatment decisions and what you can do about it.
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What patients expect when you walk through the door.
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The biggest mistakes dentists make that drive patients away.
What patients want to hear most from you that they are not hearing as much as they would like.
What you can do to
town!
And much, much more…
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enhance your value to your patients and be the most sought after practice in
Come discover what patients really want that will positively transform your practice, your case acceptance and your success
in the future.
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
Stop Cancellations!
How to reduce cancellations, no shows,
and disruptive emergencies that mess up your day!
A half-day presentation by
Steven J. Anderson
It is the perfectly scheduled day and then it all fall apart! Learn the secrets to helping more
of your patients keep their commitments including:
• Scheduling mistakes that invite patients to cancel.
• What the doctor may be saying that is creating a cancellation problem.
• Why hygiene patients cancel more often and what you can do to STOP it.
• Why “confirmation” calls cause more people to cancel.
• The two secret words that will get more people to keep their appointments.
And much, much more!
Objections as Opportunities
A half-day presentation by
Steven J. Anderson
The formula for successfully turning the most difficult patient objections into opportunities
for a “Yes” including:
• “That’s too expensive.”
• “I need to think about it.”
• “Will my insurance cover this?”
• “I need to talk to my husband about this first.”
• “Why didn’t my previous dentist say anything about this?”
• “I just want my teeth cleaned.”
And much more!
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
“I Can’t Afford It.”
Financial Arrangements Secrets for helping your patients pay
for treatment TODAY!”
A half-day presentation by
Steven J. Anderson
In today’s environment, you have to be much better at helping your patients find ways to accept and pay
for more than “what insurance will cover.”
During this entertaining and information-packed session, the entire team will discover:
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The 3 things you must do before you ever talk about money with a patient.
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The biggest mistakes the clinical team makes to sabotage financial arrangements.
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15 ways to help patients pay for treatment.
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Solutions to your patients’ biggest money objections.
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The 1 thing most practices put on the treatment plan that is killing treatment acceptance.
And much, much more.
Why SHE Buys
How to tailor-make your practice to the specific buying habits of
the most influential patient base in dentisty…Women!
A half-day presentation by
Steven J. Anderson
Is your practice customized to meet the needs of the market that has the power to exponentially grow your practice?
Bring your entire team to discover:
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The 5
irrefutable rules female patients demand from their dentist.
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The myth of asking for referrals and how to get women to refer without even asking them to do it.
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Case presentation mistakes that turn women off…than even female team members make and how
to correct them.
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11 secret things SHE looks for before SHE will let you work in her mouth.
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Verbal skills secrets that will save you time and increase your case acceptance.
And much, much more.
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
Why Dentists Fail
Secrets of Leading a Top Practice
A full day presentation by
Steven J. Anderson
It’s no secret that the success of a practice starts at the top. As the leader goes, so goes the
practice. In this information-packed session, discover the biggest mistakes dentists make in
leading a practice and the solutions that will take any practice to new levels of performance.
Here’s just some of what you’ll discover:
• The unknown, epidemic “disease” with which most dentists fight that creates
turnover, disharmony, and lower case acceptance and what you can do about it.
• Sleep better at night when you check these 6 critical areas every day before you
leave the office.
• How to take control of unacceptable team member behavior and stop it dead
in its tracks.
• The myth of the dental office manager and what you must do to have a wellrun practice.
• The mistakes of a “morning huddle” and how you can do better.
• The secret to team accountability and how to stop from having to check up on
them.
• The most common mistakes of the office “bonus” and how to truly motivate
your team.
• Eliminate your biggest frustrations with your team behavior and performance or
lack thereof with this one simple tool.
• How to consistently produce more than you have scheduled and the exact
steps you need to take.
• How to take back control of your office without being a jerk!
• The 2 personal obstacles that every dentist and team member must fight and win
to achieve long term success.
• The secret of creating and maintaining team harmony.
And much more.
Come learn, grow and set a new vision for your practice and your leadership role in it.
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677
Just some of what they are saying:
"The principles that Steve Anderson teaches have made an enormous impact on my dental
office and employees. I am confident that very dentist and auxiliary attending will benefit
from his profound experience and proven philosophies.
Bill Dorfman, DDS
Featured Dentist on ABC's Extreme Makeover
“I have known Steve Anderson for many years. Both me and my team members through
the years have seen the direct benefits in our practice from the ideas and systems he
presents. Besides, he makes education fun. Just go!
David Hornbrook, DDS, FAACD
“It does not make much difference what you know clinically if your patients will not accept
your recommendations. Steve Anderson has the keys to fee for service, private care
treatment acceptance success. Don’t miss it. It will change your practice and your life.”
Ray Bertolotti, DDS
Steve Anderson is the consummate practice management guru of the New Millennium. His
energetic, charismatic, Texas charm hit home the elements for success and his innovative
and straight forward content is as essential as any clinical skills mastered. Steve's truly a
Master...and a Mentor.
Trent Smallwood, DDS
Steven J. Anderson
www.StevenJAnderson.com
1-877-399-8677