How to Deliver Bad Back Order News

The COVID crisis has negatively impacted the dental industry, including disruptions in the supply chain creating significant limitations of many popular products.

Supply shortages and back ordered products are not an uncommon sales dilemma. Yet, as more products become less available, representatives must prepare to navigate these difficult customer conversations to preserve their relationships and the business.

This podcast provides practical coaching on how to manage back order situations with confidence and poise (not sheepish apologies) and demonstrates how to add more customer value while satisfying immediate needs and expectations.

How to Make Anything Better

It’s been a rough few months. With little signs of improvement. We’ve waited for the scientists, politicians and medical providers to make it better, yet little has changed. 

Something HAS to change.

I recently conducted a Web Workshop How to Make Anything Better at work or in your personal life. I’ll introduce you to a process that has been a game changer for myself and many of my clients.

Check it out…you’ll be glad you did.

#013 Why Everyone Needs a Coach

Human potential is the only unlimited resource.

The past few months have clearly illustrated how quickly life changes and the preciousness of health. You have way too much talent and yes, human potential to settle for mediocrity or unfulfilled dreams.

Check out Podcast #13 so I can encourage you to get a coach. To take a bold and beautiful step toward becoming a better version of yourself.

There are many ways to use a coach. Some ideas include:

· Create better work life balance
· Improve your golf swing
· Stop overeating
· Become more organized
· Strengthen your marriage
· Become a better manager
· Learn to lead others
· Elevate your confidence
· Boost your personal productivity
· Stop overdrinking
· Start exercising more
· Learn to love eating clean
· Discover the power of prioritizing
· Become a better entrepreneur
· Improve your communication skills
· Learn to stop people pleasing

If you’ve been chewing on an idea, or thinking about making some sort of change, major or minor…please listen to this podcast. It could be just the nudge; push or encouragement you’ve been waiting for.

#012 Caught in the Friends Without Benefits Zone

People do business with people they know like and trust. And, dentists are no different. But, when customer relationships get stuck in the friends only zone, things feel awkward and sales slow.

As a sales rep, you approach every dental office leading with your style, charisma and expertise. All of this this good…really good. Yet, problems occur when receptionists, ordering assistants and office managers see you as a “friend” and not as a valued business advisor. They have other reps for that.



Knowing how to work your way out of the “friends without benefits zone” can be tricky. So, this podcast episode provides a practical approach on how to establish a friendly yet professional and productive relationship with the people and practices you support, serve and ultimately sell to.

Rate, Review, & Subscribe on Apple Podcasts

“I love The Dental Industry Insider Podcast!” <– If that sounds like you, please consider rating and reviewing my show! This helps us support the dental industry and people — just like you — because better smiles are counting on us. Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode!

Also, if you haven’t done so already, subscribe to the podcast. I’m adding a bunch of bonus episodes to the feed and, if you’re not subscribed, there’s a good chance you’ll miss out. Subscribe now!

#11: How to Turn Up the Volume on Customer Value

As a representative you have many opportunities to deliver value to dentists and their team by the level of support you provide. Doctors remain happy and loyal to a product, company and representatives they believe support their practice, patient and procedure goals. So, one of the best ways for you to reach your numbers and continue to grow your territory is to create new customers and keep the ones you have.

Given the pressure to reach sales targets, it’s easy to lead sales calls with product promotions, focus on sales and miss opportunities to serve and support. Yet, the most effective way to build credibility, trust and fierce customer loyalty is by becoming a trusted advisor. This podcast provides practical steps to help you do just that.

2 Ways Managers Can Boost Team Performance

When productivity is down, it is common for managers to blame the weak skills of team members. But what if under-developed skills were not the problem?

Supervisors often assume their employees understand company goals and know how to reach them. Yet, Gallup research suggests, only half of workers said they ‘strongly agree’ they know what is expected of them at work. And, only 32 percent said their manager offers assistance setting performance goals.

How can team members achieve results if they don’t understand what is truly expected? One of the best ways managers can directly impact productivity is to ensure every team member is crystal clear on the mission as well as the tactical steps to get there. And, as you’d suspect, performance improvement comes down to clear concise communication.

I recommend, two practical management tactics that will help.

One-On-One Sessions. These are short (30 min) meetings held each week between manager and each team member. Many managers say this single change in routine has transformed their relationship with team members and done wonders to significantly improve performance.

Use a session format you find most productive; the magic lies in your consistency and candor. It will be helpful to take notes during each session to track action steps and commitments made. For your convenience, you are welcome to download a FREE copy of this helpful One-On-One Template.

Consider using this simple yet powerful format:  

  • Connect to strengthen the relationship
  • Catch Up on projects pending
  • Confer about obstacles to realize results

If you think your people are fine, happy, motivated and good to go on the job…. think again. Gallup reported that only 42% of workers say they are ‘satisfied’ on the job. This suggests a whopping 62% of your team may not be as passionate about work as you might think. And, in times of lagging results, communication is king.

Another way managers’ can positively impact performance are monthly Mentorship Meetings. These are similar to One-on-One’s but focus more on big picture skills, thoughts and daily activities that drive results.

As an effective leader, you must lean in when employees may be leaning out. Weekly One-On-One Sessions and monthly Mentorship Meetings are two practical tactics that will increase communication, strengthen your relationships and serve as powerful venues to positively impact performance.

Download the free template for conducting One-On-One Sessions HERE.

How to Re-Engage Past Prospects

Unfortunately, not all prospects buy at the time of a sales presentation.

You’ve heard all the excuses:

  • They want to think about it
  • They’ll order after they run out of their current product
  • Want to give the order to their retail rep
  • Talk to colleagues and ‘study club buddies’
  • They want to wait for a promotion or better deal

60% of customers say ‘no’ four times before saying ‘yes’

It’s likely have some doctors that were interested or qualified enough to earn/receive a presentation but for whatever reason, they didn’t buy.

These accounts are in ‘prospect purgatory’. They are using a product or service that does not deliver the same advantages and benefits your product does. As a result, they are not delivering the highest level of care, they are working harder maybe not smarter than they have to, basically something about their current condition is compromised down than if they were buying what you are selling.