Cliff's Notes

The Business of Dentistry

“The Weakest Link” & “Omama Care, An ADA Analysis”

Cliff’s Notes for August 11, 2013

Cliff Marsh, Henry Schein ……Cell: 201-321-7494……Fax: 201-262-2210



The reason we do what we do, is so that we can to do what we want to do, when we want to do it!

It’s a tongue twister, but working as a team and making informed decisions, will get us there.




It is not the strongest of the species that survives, nor the most intelligent that survives.

It is the one that is the most adaptable to change.”

Charles Darwin  



This Week’s Feature on the Cliff’s Notes Channel

“University of Medicine & Dentistry”

Obama Care – A Sunshine Act Overview

Over 160 Dental Videos

In This Week’s Issue


  • The Root of It Commentary:

Productivity, A Chain is only as strong as its Weakest Link!

  • When Kerpen Speaks:

A Life Lesson from Reality TV! My Best Career Mistake!

  • The Office Manager Blog:

Are you a stickler for accurate numbers?

  • American Association of Dental Office Managers:

6 Ways to make a Lasting Impression!

  • The Disney Magic of Management:

Insights from the Disney Institute

What Happens When You Can’t Give a Customer What They Want?

  • This Week from the ADA:

Obama Care – Affordable Care Act and oral health: ADA analysis of impact!

  • Product Review:

The Hu-Friedy Black Line!

  • The Henry Schein Outlet Store

Kavo ElectroTorque System!

  • Dental Practices for Sale

Practice Sales & Transitions!

“What Will It Take To Make Your Associate Successful?”

  • Music Should Start Your Day

A Cliff’s Notes Favorite!

The Root of It Commentary……………………………………………….

image001  Productivity, A Chain is only as Strong as its Weakest Link!

 A chain is only as strong as its weakest link. When it comes to dental office productivity, the instrument management system, in most cases, is the weakest link. Now some people may argue with that but let’s remember that we are talking about generic productivity and the biggest cost in production is time.

I have said it many times; your hand instrument inventory is a major investment and one of the most important tools of your trade. So why do we overlook the care and management of this huge financial investment? The answer is that as general consumers we all too often walk over dollars to pick up dimes. We look for the least expensive way out instead of the best overall long term solution.

Most dental offices buy inexpensive explorers because they are used and abused on a regular basis. However, a sharp quality explorer will find decay that an inexpensive one won’t. The difference is about $10.00/instrument and for most offices that amounts to several hundred dollars a year, but if that quality instrument is managed correctly it will last up to 5 times longer. Now equate this example to forceps, excavators, composite instruments, scalers, ultrasonic inserts and all of the “specialty” instruments in your arsenal.

I can’t tell you how many office I walk into and see the instrument bundled and dropped into ultrasonic cleaners. They are banged, dropped and miss-handled from the moment they come out of the user’s hand to the moment they are put back into the set-ups. The simple reason is that nobody took the time to establish a good management system. We will spend countless hours and dollars on our houses, cars and boats, but turn our heads when it comes to spending a little money and time to protect an “on-going” investment and minimize the non-revenue producing time that pays for all the toys.

As business leaders we need to look at the small things and try to find the “better mouse trap” so start by asking yourself these questions:

  • How long does it take a team member to clean up after a patient?
  • How long does it take to separate, clean and prepare instruments for sterilization?
  • How are the instruments placed in the ultrasonic cleaner?
  • How long does it take to set-up the “clean tray” and put it back into rotation?
  • What is the value of my hand instrument inventory?

There are several quality instrument management programs that will protect your inventory and allow more time for your team to spend on revenue generating activities. However, if your team has time on their hands and reducing the non-revenue generating activities does not seem to be an issue, there may be some other things we need to talk about.

For further discussion, questions or concerns, please feel free to contact me at any time @ 201-321-7494 or e-mail

When Kerpen Speaks!…………………………………………………………

A Life Lesson from Reality TV! My Best Career Mistake!

By Dave Kerpen

CEO, Likeable Local, NY Times Best-Selling Author & Keynote Speaker

Many have said this was a huge career mistake. But I learned an important life lesson from my reality TV experience- one that’s applicable to all of us.

10 years ago, I spent my summer filming and appearing as a contestant on FOX’s cult hit reality television show, Paradise Hotel. Though I appeared on 29 of 30 episodes, and nearly won the show, I also embarrassed myself, was rejected on national TV, was associated with trashy guilty-pleasure television, and was subject to ridicule by the models and hunks on the show and their fans at home. Instead of creating real value, as I do each day now as a CEO, author and speaker, some would say I wasted away that summer and the three months thereafter- months I spent in Los Angeles as a D-list celebrity pursuing Hollywood-personality/hosting dreams.

It all started at a casting call in Boston in April 2003. I met the casting group at a bar, and after recently having tried to get over an unrequited love for a married office-mate named Carrie, I decided to give the show a chance. I went through a series of auditions and finally was selected to be on the show. I truly thought I might meet the love of my life on the show, and figured either way I’d have an interesting, memorable experience.

To read the rest of this article, log onto:

On January 14, 2014 Dave Kerpen will be the featured speaker at the Grassroots Metro Study Club meeting @ Vizstara in Englewood Cliffs, NJ. And on January 23, 2014 He will be visiting the Grassroots in Denville, NJ. For more information and registration please contact me directly.

To understand more about building your team & practice please feel free to contact me at any time @ 201-321-7494 or send me an e-mail @

The Office Manager Blog:…………………………………………………..

image001  Are you a stickler for accurate numbers?

How often does a patient call and ask, “What is my balance?” If it is a single patient ledger, the answer is relatively simple. But what if a mother of five calls and asks for each of her kid’s balances? Would you be able to answer her while you are on the phone or would you need to call her back after printing off the individual ledgers and manually calculating the patient balances because all personal payments have always been posted to the family or guarantor in your office?

I am a stickler for numbers and, if you are like me, you want your patient balances to be accurate. My office team is trained to not only split payments between providers, but also split payments between patients. If at any time someone wants to know his or her patient balances, we can give it without hesitation.

So how do you do it? It takes a little more management, but it’s worth it. Check out these 3 points and see how they can help.

To see the rest of Dayna’s blog, log onto:

Tips from the AADOM………………………………………………………..

image004  6 ways to make a lasting Impression:

 The American Association of Dental Office Managers

A classic book rebooted: Dale Carnegie reveals how you can win friends, influence people and be a compelling leader in the digital age.

Part of being a compelling leader and winning the trust of those around you is showing that you genuinely care and take an interest in what they’re doing.

When you show other people that you’re interested in who they are, they will happily return the favor when you least expect it. This skill set makes certain people more successful than others. This is also why the most successful people are usually the most charismatic people.

The reboot of a classic book, How To Win Friends & Influence People in the Digital Age, includes six specific ways Dale Carnegie and associates say you can make a lasting impression in the business world. Use their advice to help you stay top of mind with those you meet.

To read the rest of this article, log onto:

The AADOM’s Annual Session is September 19th to 20th in Orlando Florida.  To register, log onto

Cliff’s Notes readers receive $100 off conference registration. The code is: HENRYSCHEIN2013.    

Meet the AADOM Team: Log onto:

The Magic of Management…………………………………………………

Insights from the Disney Institute!

    What Happens When You Can’t Give a Customer What They Want?

Posted on August 08, 2013 by Bruce Jones, Programming Director, Disney Institute

  A service failure has occurred and you owe it to the customer to provide a recovery, but you simply cannot give the customer what they are asking for. What happens now?
As we discussed on Tuesday, sometimes even the most service-minded organizations experience a service failure. Savvy organizations understand that this type of failure still bears an opportunity to strengthen customer relationships by providing a service recovery. Delegating power to front-line employees helps ensure a more timely recovery, but there will be cases when you cannot (or should not) give a customer what they are asking for — you have to say “no.”

To read the Disney Institute Blog, log onto:

This Week in Dentistry from the ADA:………………………………….

image005  Affordable Care Act and oral health: ADA analysis of impact!

August 5, 2013

The “Patient Protection and Affordable Care Act,” shorthanded as the ACA and as this report will refer to it, has the potential to reshape health care in America. Expansion of medical insurance coverage, a move toward more integrated care delivery and significant changes in the financing of health care are among the expectations of ACA legislators and regulators. The Association’s primary focus has been the law’s potential effects on dentistry and the delivery of dental services to patients. 

Introduced by ADA President Dr. Robert A. Faiella, this first in a continuing series of ADA News Q-and-A sessions is intended to update information on certain aspects of the ACA and its potential effects on dentistry and the oral health of the American public. This series begins with some preliminary questions regarding ACA implementation and a short retrospective look.

Additional Q-and-A reports will follow and will look ahead to potential effects of the ACA in 2014 and beyond. Going forward, it is important that the Association answer questions of most concern to members. To facilitate this dialogue, the Association invites ACA implementation questions at the dedicated email address.

Preliminary questions regarding ADA implementation: What are some of the key provisions of the ACA?

To read the rest of this article, log onto:  

Product Review – Hu-Friedy Black Line……………………………….

  Designed for performance, the Hu-Friedy Black Line is engineered to optimize clinical outcomes by delivering efficiency throughout the entire perio and surgical procedure. From reducing light reflection to enhancing visibility at the surgical site, the Black Line was designed with the clinician in mind.

Features and Benefits of the Black Line:

• Performance engineered coating for a harder, smoother surface for optimal edge retention and enhanced lubricity

• Distinct black finish for enriched contrast and visual acuity at the surgical site and underlying tissue

• Reduced light reflection afforded by a matte finished handle and black working ends

• Unique, smooth, large diameter lightweight handle for maximum comfort, reduced hand fatigue and increased control

• Handcrafted with Immunity Steel® for optimal strength and corrosion resistance

For more information log onto:

The Henry Schein Outlet Store:………………………………………….

Overstock – Reconditioned – Demo

For the Special of the Week or More Outlet Store Offers, Call Cliff @ 201-321-7494

Condition: Overstock
Part Number: 628-0371-N  Manufacturer Part Number: 1003.5840
Catalog Price: $3,259.99  Outlet Price: $2,199.00

Warranty: 3-Year       

Your all in one answer to high speed, low speed, and torque controlled endodontic procedures, now with SAFEdrive is software that monitors the operation of a high speed attachment and provides an audible and visual signal to let the user know if the attachment is malfunctioning or heating up. Enhances patient safety with the GENTLEcap, a protective, autoclavable heat shield. Endo operation is available at the push of a button so no separate endo motor is needed. Performs exact rotary procedures safely with torque control and auto reverse, all with cellular fiber optics. Also feature 6 easy to program endo presets and sterlizable brushless motor. Air/electric conversion kit for any delivery unit.
Contains: ELECTROtorque TLC unit with SAFEdrive, KL702 brushless electric motor, electric tubing, transformer & mounting bracket with hardware.

Dental Practices for Sale……………………………………………………

Dental Practice Sales & Transitions:

What Will It Take To Make Your Associate Successful?

Log onto:

Music Should Start Your Day………………………………………………

From Me to You, Enjoy!


Big Bad John by Jimmy Dean.wmv


Frank Sinatra – “The Girl From Ipanema” (Concert Collection)

Cliff Marsh

Henry Schein Dental

P.O. Box 663, 45 Rt. 46 East, Ste. #605

Pine Brook, NJ 07058

Cell: 201-321-7494

Fax: 201-262-2210

August 11, 2013 - Posted by | Uncategorized

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