Cliff's Notes

The Business of Dentistry

“The Customer is Always Right” & “Controlling Office Gosip”

Cliff’s Notes for November 24, 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.



“On Thanksgiving I will stop to give thanks that my family is safe and healthy, especially because I realize that, following the tragedies of this year, it is all too real a possibility that they might not have been.”

Gov. Bobby Jindal 


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

“The 2013 Greater NY Dental Meeting”

Over 170 Dental Videos

Click on the Play List!

In This Week’s Issue

  • The Root of It Commentary:

The Customer is Always Right !

  • Product Review:

NEVO – A True Blue Light Laser Scanner!

  • The Office Manager Blog:

Controlling Gossip in the Office!

  • American Association of Dental Office Managers:

It’s Time For M.A.D.O.M. – Metropolitan Association of Dental Office Managers

  • Dentistry Beyond the Mouth:

Dental Sleep medicine – The Real Story!

  • The Disney Magic of Management:

Insights from the Mouse!

Why Disney Believes in Empowering Employees!

  • This Week from the ADA:

CMS hosts Sunshine Act webinars!

  • The Henry Schein Outlet Store

Cuspidor w/vacuum – Demo Model!

  • Music & a Laugh Should Start Your Day

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

image001  The Customer is Always Right!

In general terms, a dental practice is a retail business. Whether you like it or not, the customer experience will in a large part, make or break your success. The saying “the customer is always right” was coined a long time ago. Several retail concern used this as a slogan from the early 20th century onward. In the USA it is particularly associated with Marshall Field’s department store, Chicago (established in the late 19th century). The store is an icon of the city, although it is set to lose its name in 2006 when, following a takeover, it becomes renamed as Macy’s. In the UK, Harry Gordon Selfridge (1857-1947) the founder of London’s Selfridges store (opened in 1909), is credited with championing its use. The Wisconsin born Selfridge worked for Field from 1879 to 1901. Both men were dynamic and creative businessmen and it’s highly likely that one of them coined the phrase, although we don’t know which.

 Of course, these entrepreneurs didn’t intend to be taken literally. What they were attempting to do was to make the customer feel special by inculcating into their staff the disposition to behave as if the customer was right, even when they weren’t.

 So what how have you instructed your staff  to act when communicating with a patient? What have you done to empower there talents? Did you know that they are the key to your practice?

Start by elevating their clinical authority in the eyes of your patient. Team Uniforms are a requirement and should be part of your daily operation. Let your team decide on several styles of surgical scrub, including surgical caps and buy each team member 5 pairs in five different colors. Everyone wares the same colors on selected days. This team approach is step #1 in growing your practice, it will create a better work environment and elevate your patient’s perception of you practice.

Uniforms are a key element showing organization and professionalism. Monogramed shirts add to the “RA-RA Lets Go Team” and put together with a quality morning huddle you will have a winning offensive game.

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

Product Review -……………………………………………………….

NEVO – A True Blue Light Laser Scanner

D4D Technologies’ E4D® NEVO™ Scanner and Design Center enhances the ease-of-use in digital dental restorations for the benefit of the patient and the practitioner.

The NEVO is the first scanner to use E4D’s patent-pending blue laser technology, which provides exceptional quality of data capture, video-rate speed, and ease of use. The E4D NEVO Design Center is a powerful laptop computer that uses high-speed Thunderbolt™ technology. The NEVO Scanner provides the Design Center with more energy and double the bandwidth of USB 3 connections, resulting in extremely fast processing and alignment of scans. Plug-and-play convenience gives offices of every size the flexibility to customize their E4D NEVO configuration, thereby enhancing the restorative workflow across the entire practice. 

The solid-state NEVO Scanner employs blue laser technology, which offers an improved ability to capture the fine details that allow for more precise and accurate prosthetics. It also incorporates many other advances to ensure an exceptional intraoral scanning experience. These include fog-free scanning, ergonomic design for easy positioning, removable tips for infection control, active heat dissipation for full arch scanning, color-coded feedback to operator, and adjustable field of view.

The laptop-based E4D NEVO Design Center gives the practitioner increased flexibility and portability. Dentists can easily move the E4D NEVO Design Center from operatory to operatory, or even among multiple offices, all while wirelessly connected to the milling center for maximum productivity and patient service.

Dentistry Beyond the Mouth……………………………………..

Dental Sleep Medicine

  “The Real Story”

It’s time again to start talking about Dental Sleep Medicine. By now most dentists are very aware of the programs and many have taken the seminars on how to make a boat load of money making appliances. There have also been a lot more companies jumping on the band wagon pushing you into something you don’t know anything about. It’s not the OSA that I’m taking about, but the implementation and expectations of the program. The truth is that 3 out of every 10 patients (30% of your practice) have a sleeping disorder and it is also true that less than 1% will accept treatment. Remember the old saying, “if it were that easy everyone would do it.”  Well the hard part is parts are patient communication and understanding how to use the program to its maximum potential for growing your clinical practice. The Side effects of the program is that you can make a lot of money. On Friday, January 17, 2014 the first “real world” training session on the implementation and use of a Dental Sleep Medicine program along with true hands-on clinical training. Attendees will receive a George gauge, produce & insert appliances and learn treatment plan presentation. Stay tuned!

For more information call Cliff @ 201-321-7494 or

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

What Would Dayna Do?


What Would Dayna Do?

by Dayna Johnson

In this installment, Dayna Johnson answers questions about how to handle gossip in the dental practice.

To read the rest of Dayna’s interview, log onto:

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

image004  Virtual Study Club for Dental Office Managers.

 Virtual Study Club for Dental Office Managers.

 Registration is now open!

Join AADOM again as we offer the best in practice management educations. This Advanced Track offers everything you need to continue to excel as a dental office manager. Virtual Study Club open to AADOM members only. New season starts Jan.14!
BONUS: Virtual Study Club students also receive special pricing to the 2014 Annual Dental Managers Conference. Register today!

Meet the AADOM Team: Log onto:

Metropolitan Association of Dental Office Managers – 12/13/2013

The Metropolitan Association of Dental Office Managers (M.A.D.O.M.) will be holding their first meeting on Friday morning December 13, 2013 @

Vizstara Dental Educational Center

Hyundai Building

300 Sylvan Ave.  (3rd Floor)

Englewood Cliffs, NJ.

All team members (Drs. Included) are welcome.

The Topic will be: “Regulatory Compliance 2014” presented by Dr. Donald Cohen. Dr. Don, as he is nationally known, is the CEO of the Health Compliance Team and Director of Regulatory Compliance for Banyan Health Corp. & Health First Corp. These two organization supply 50% of all the emergency medical kit and emergency pharmaceuticals in the United States.

Dr. Don will review:

  • The Federal CDC Up-Dares.
  • The New Laws Regarding HIPPA Breach & The HIPPA Omnibus Rule.
  • The Mandates for O.S.H.A. Protocol Including Radiological Monitoring.
  • New ACA (Obama Care) E-Mail Security Requierments.

Tuition $45.00 for all attendees and includes a light breakfast and 2 CERP/PACE credits in continuing education. Membership to the national organization (AADOM) is available along with AADOM Fellowship Credits.

Registration starts at 9:00am with continental breakfast.

Lecture is from 9:30am-11:30am.

To register, call Asteto Dent Labs @ 973-763-1000

For more information, contact Linda Barba, Educational Coordinator @ 201-446-4265

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

Why Disney Believes in Empowering Employees

November 21, 2013 by Bruce Jones, Programming Director, Disney Institute

 When provided the right tools, empowered employees resolve customer issues more efficiently, extend the customer experience, and often find themselves more engaged in their work.

Can you recall a time when your service experience was interrupted, or worse, ended because the representative lacked the authority to resolve your issue? Scenarios like these frustrate customers and employees alike, often leading to lower levels of customer satisfaction and employee engagement.

At Disney, we recognize employee empowerment as the bedrock of the human element of service delivery. Delegation to the lowest possible level, coupled with thorough equipping provides employees the opportunity to exceed customer expectations.

Of course, pushing a service resolution to the lowest possible level has a clear cost/risk associated with it. The willingness to accept the risks associated with employee empowerment helps to explain an organization’s dedication to the customer service experience:

To read the Story & The Disney Institute Blog, log onto:

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

image005  CMS hosts Sunshine Act webinars!

November 18, 2013 By Craig Palmer, ADA News staff writer

Washington—The Centers for Medicare & Medicaid Services is conducting Sunshine Act webinars Nov. 19-20 to introduce features of the searchable public website “Open Payments” currently in development.

The Sunshine Act requires that certain companies providing payments, gifts, food, education and other “transfers” to dentists and other covered providers submit annual reports to the federal government with information about each recipient and what was provided. The government will post the information at the Open Payments website. Dental practices have no reporting obligations unless they meet the definition of a company that is required to report. Association members may access more information at

CMS invites webinar participation by interested professionals, associations and societies and practice managers:

To read the rest of this article, Log onto:

Henry Schein Outlet Store………………………………………….

Overstock – Reconditioned – Dem0s

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

Beaver State Dental
Condition: Demo
Part Number: 74-6938-D  Manufacturer Part Number: C-3250
Catalog Price: $1,242.00  Clearance Price: $399.00
Warranty: 6 Month Warranty All Sales Final

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

From Me to You, Enjoy!

 Blues Brothers – Minnie the Moocher (Cab Calloway)

‘Minnie the Moocher’ from the film Blues Brothers.

 Jim Croce – Bad Bad Leroy Brown (Midnight Special – 1973)

In the music industry, arguably the worst tragedy that can befall an artist is to die in their prime.

November 24, 2013 - Posted by | Uncategorized

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