8 Ways to Roll Out the Red Carpet for Your New Patients

Today I want to change the way you think about a New Patient’s visit to your office.

It is one of the most basic elements of your entire business, but it is so easily neglected. Think about this: one of two things will happen when a patient leaves your office after their first visit…

1) They instantaneously tell a friend or family member about their extraordinary experience. 2) The experience was exactly what they expected– Average. They go about their day as usual.

I want you to realize that changing how you handle New Patient experiences will drastically (and I mean DRASTICALLY) increase the likelihood of producing immediate referral(s). If you make New Patients a priority, your New Patients are going to make your Practice a priority… and your return on investment will go through the roof!

The steps are simple, but first you need to understand the reasons behind them. Have you ever heard the saying that good or bad first impressions are formed within the first two minutes of meeting someone? Well, the same is true for your Practice!

When a New Patient walks into your Practice, they are LOOKING for things to go wrong… They are sizing up the room, the decor, your team, and then YOU. They are trying to determine if they’ve landed in the “right place.” It isn’t always a rational thought process. Honestly, about 90% of it is based on raw emotion. But you need to assure them that they’ve landed in the right place, and that they want to COME BACK.

There are a lot of strategies for triggering positive emotions in your New Patients when they walk in the door, but I’ll just go into a couple.

1) Try to touch all five senses by the time they leave the office: Touch, scent, sight, sound, taste. The five senses are the foundations for the human experience. The more senses you touch positively over the course of their visit (especially in those first few minutes when they walk into your reception area,) the greater the likelihood of GENERATING REFERRALS.

2) Think like a New Patient: Look at your physical office space objectively. If you can’t be objective, have a spouse or a friend walk in as though they’re a New Patient and tell you their first impression. Notice the parking lot, the bathrooms, the signage, how the reception area looks. Hire a decorator to help you spruce up the physical space of your office– carpet, paint, furniture, whatever it takes. The return on investment will be HUGE, I promise.

3) New Patient Gifting: There is something very important about having a New Patient leave your office PHYSICALLY HOLDING something. Whether it is a mug, or a goody bag, or a folder full of testimonials with something special inside, make sure they walk out with something in their hands that has your Practice’s NAME on it.

4) Something for the kids: Just like New Patient gifting, treats for kids is a BIG plus. Having grab bags full of dollar store toys, stickers, temporary tattoos, and pencils is incredibly cheap and gets kids excited. Excited kids at a doctor’s visit means parents who are RELIEVED, HAPPY, and ready to make referrals…

5) Give a Letter: When a patient comes to your office for the first time, they are more than likely going to be tense. Diffuse the tension by having your Front Desk team hand them a letter with a handwritten envelope. The letter should detail how experienced the staff is, how excited they are to meet and serve the New Patient, and how happy your team is to help with any special requests, etc. Make the New Patient feel like an old friend… And give them a good impression right out of the gate!

6) Create Value: You can create value not ONLY by over-delivering on service to your patients, but also by making them feel like they are part of a special and unified group of people… A community. Have a staff member say this to a New Patient: “If Dr. X accepts you as a patient, we will look forward to working with you and your family!” In one sentence, you have created a whole new perspective. No longer is your Practice ordinary…  It is somewhere that people have to QUALIFY to be members, which creates value! You’ll be amazed how powerful this simple statement can be.

7) Introductions and Endorsement: One of your staff members should endorse you to the New Patient before you ever enter the room. Something like, “You’re going to LOVE Dr. X… He has a lot of experience with X.” Then, when upon entering, your staff member should professionally introduce you and the New Patient to each other, and ask if either of you need anything before leaving the room. This is a sign for respect for authority.

8) Involve the Spouse: If a New Patient has come in for a COSTLY form of service (implants, etc) make sure to involve the spouse. More likely than not, they are going to need the spouse’s approval before making such a big financial commitment, and you will meet with much higher compliance rate if you involve them early on in the process. Consider having the spouse come in for the case presentation OR sending the New Patient home with a folder full of treatment information and testimonials especially for the spouse.

Remember, you only get ONE first impression… So you really need to knock it out of the park and convince your New Patients they are in the right place. If you follow these strategies, I guarantee you will see an increase in referrals AND retention. Call 866-917-2808 for more information on my New Patient Experience trainings, and to boost your New Patient numbers anywhere from 12- 60%!

Until next time,


Jay Geier

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Which Office Would You Bet On…. Office A or Office B?

Let’s say you set out to complete a triathlon… there would be necessary training, hard work and dedication all leading up to the event, right? Right. So then let’s fast forward to 6 months later… do you honestly think you’d be able to go out and a complete another triathlon just like THAT… without ANY continuous training? For most of us, the answer would be ‘definitely NOT’!

It’s the same concept for training your team. You can’t just have one training, and think they’re good to go… forever! You have to be consistent and train them regularly, just like you would for anything else worth doing.
Take a look at the image below… OfficeAvsOfficeB

As you can see above, the first row is a quarter. Look at Office A. Envision this office working for 20 days straight… 20 – then another 20 – then another 20. Office B takes one day off, trains their team, then works 19 days – then 20 –then the other 20.

If you had to pick one, which office would you actually bet on to produce higher results?Would you bet on Office A because there are more working days?

OR would you bet on Office B because they did something intentional?

Well, here’s what I know. I would bet on Office B every. Single. Time.

Office B is INTENTIONAL about their results, and takes one day off of production each quarter to train their team! That means the doctor in Office B is training his team 4 TIMES every year.

Think about the last 7 years that you’ve had the Practice… You’ve probably spent most of your time and energy putting out “little fires” as they occur. That’s being REACTIVE, not PROactive!

You need to be intentional! You need to INVEST in your team so they can over-deliver for you, AND for your patients! You said so yourself – you’d bet on the office that gets quarterly trainings. That’s how you KNOW that this is a safe bet. Your team will be more focused, more engaged, and on a results-driven mission.

The truth is, if you want an office where your patients leave and think, “WOW, that was a GREAT office,” you are going to need to UP your commitment. You need to develop a culture of growth and excitement in your office, and the one way to do that is by consistently training your team. You need to let them know that you are committed to their growth both professionally AND personally.

So promise yourself to make the commitment in 2015. Make it a New Year’s Resolution, write it down somewhere visible in the office, whatever you need to do… But START TRAINING YOUR TEAM! And I don’t mean every once in a while… I mean regularly! Because, like triathlon runners, if you expect your team to be the best of the best, you’re going to have to give them the BEST training. If you want them to have CONSISTENTLY good results, you are going to have to give them CONSISTENT training.

Make 2015 different. Call 866-917-2808 today to schedule your next On-Site Training, and give your team the strategies and resources they need to come in First Place.

Until next time,


Jay Geier

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Are Your Fears Keeping You From Success?

I recently asked a group of some of my most successful clients to write down the top three things that were holding them back from achieving everything they wanted to achieve. I wanted to know the TOP mental obstacles that my clients are facing, so I compiled the list and printed it off. Do you know what was number one on the list?

Fear of failure.

We are terrified of messing up. That we are terrified of trying something, and not being the best. But can I take a minute and tell you how many times I FAILED while on the road to where I am today?

The only way to eliminate the fear that you will FAIL in the future is to leave your past failures behind. It’s like emotional baggage— and everyone is carrying something.

You have trunks and double expandable suitcases crammed full of emotion all around your feet, weighing you down. Maybe you even are a two trunk kind of person, and you have to drag those huge suckers every single place you go. Some days, it’s visible in your posture, your attitude and your mood.

You have carried all of the JUNK from your past into the present with you… Unless you change something, you will continue to carry it into the future. And let me tell you something: with that kind of luggage, you aren’t going anywhere.

You are STUCK.

Do you know why failure exists?  It exists because every time you make a mistake, you receive a LESSON. In fact, I think it’s crazy when people don’t do something because they’re afraid of failing. I know that if I NEVER failed, I wouldn’t continue to grow and improve and knock it out of the park the next time!

There is only ONE way that you will ever shrug-off this mountain of luggage. Every time you make a mistake, unzip that oversized suitcase, dig around a bit through all the chaotic emotion and fear, and find that one little wallet-sized lesson. That is the ONLY thing you should be taking with you into the future!

If there is one thing I’ve learned, it’s that we have to leave things behind. For some reason, humans have an incredibly difficult time with this. When you collect a messy history, full of mistakes, emotion, and regret, you have no room for new habits and perspectives.

If what I’m saying is hitting home with you, then you’ve realized your future is being LIMITED by all of the crap that you are holding onto.

So, I want you to do something symbolic, something that will materialize this realization for you. I want you to do something to mark this moment as the start of a CHANGE that will impact the rest of your life.

Take a piece of paper and, for ten minutes, think about the heaviest burdens— the really BIG ones that stick in your brain late at night. Think about your luggage, and what it looks like. Think about where it came from.

Write down on your piece of paper the three things that are holding you back from what you could accomplish… Things that you should have left in the past, and that are negatively affecting your future. 

After you write them down, give them a good, long look. The last look. Take that paper and destroy it— burn it, or tear it, or flush it down the toilet. Whatever will mean something symbolically to you.

Picture yourself walking away from a pile of luggage that you’ve been dragging around for far too long, and into a future where YOU are in control. 

I’d like to help you create a strong plan of action for your future, and your Practice’s growth. Call me today at 866-917-2808. Don’t “wait” your life away.

Until next time,


Jay Geier

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Are You a Leader or an Adult Babysitter?

Do you want to know your absolute BIGGEST problem in life? The thing that is most likely to slow you down and get in your way?

Just look in the mirror.

Alright, hold on— keep looking… Do you also want to know your greatest advocate, your strongest asset, and most compassionate supporter? Right there, staring back at you.

Here’s the tricky part: you are BOTH things. You are so much good, but you are also the bad. And at the end of the day, the only person that you have ANY hope of controlling whatsoever is yourself.

A term I like to use for people who really understand this truth is “self-managing.” For example, if you are self-managing and you become emotional, you wipe up your own tear. If you need something done, you do it. If you fall down, you pick yourself up, brush yourself off, and remind yourself that everyone falls down.

You don’t wait for someone to come pick you up, dust you off, and solve all of your problems. If you are self-managing, you are not a believer in “knights on white horses.” You are your OWN hero. You take care of yourself.

The opposite type of person is one that requires an adult babysitter.

Think about how awkward those words sound together… Adult babysitter. Try saying this aloud— “I have to talk to my adult babysitter about that,” or “Hang on a minute, let me go check in with my adult babysitter.” Doesn’t that sound completely ridiculous?

Here’s the hard truth. If you constantly need someone to pick you up, solve your problems, and tell you what to do next— you NEED to be honest with yourself right now. You are someone that requires an adult babysitter. And it isn’t going to be an easy habit to break.

On the other hand, (and I direct this especially to all team leaders,) if you micromanage your team members, hover over them, and won’t let them fail— you have most likely created a group of people that require an ADULT BABYSITTER! And that’s exactly what you’ve become, leading not by example but by CONTROL.

And to the doctors: do you really want to pay a bunch of grown adults who require adult babysitters? Are you okay PAYING other adults to babysit them? It is such a strange, strange phenomenon occurring in businesses, but let me tell you— it is very real.

Once you’ve realized that this is happening in your Practice and diagnosed the situation as a PROBLEM, you’ve actually taken the first step towards the solution. You are looking in the mirror at the only thing you CAN control, and deciding to take action.

Think of it this way… Five years down the road, where do you want your Practice to be? What level of success would make you truly happy? And can you get there with a team of fully grown but DEPENDENT people pushing their umbilical cords into your side?

Make the decision TODAY to become a LEADER instead of an adult babysitter. Call me at 866-917-2808 to schedule an On-Site Training that will transform your staff into motivated and self-managing team players, or get more information online at www.SchedulingInstitute.com!

Until next time,


Jay Geier

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How to Shrink Your Biggest Problem in One Simple Step

Do you have that one friend who talks about their problems constantly? Or maybe they have one really juicy problem, and it’s almost become part of their identity… They talk about it, tell stories about it… Maybe they even introduce themselves as “Hi, I’m so-and-so, and this is my problem.”

If they are a particularly skilled problem cultivator, I’m sure they’ve also perfected the oldest trick in the book: the one sure-fire way to reduce the possibility of solving their problem to ZERO.

All you have to do is blame it on someone or something else! Voila, your chances of solving that problem are now nonexistent.

Well, what if instead I told you that there’s a strategy PROVEN to shrink your problems! Do you want to hear it?

Convert your problem into a question.

Instead of focusing all of your energy on the PROBLEM and elaborately describing it to everyone you know, ask yourself a question that will lead to a solution. The human brain is such a cool resource; the second you ask yourself a question, it opens the door to so many possibilities you’d never considered!

For example… A few years ago, I was stuck in traffic on the way home from our Training Center in Atlanta, and wondering how on earth I was going to sit in this kind of traffic a few days a week without losing my mind. I mean, I probably sat there an HOUR and I wasn’t moving an INCH. (If you’ve ever visited Atlanta, I’m sure you can relate…)

But then I saw a helicopter way up above the interstate, free from the depressing mess of traffic.

Suddenly, the wheels were spinning. My brain cranked out the first question… What do I need to do to get a helicopter? I know it might sound crazy, but I got as excited as a kid on Christmas. So I researched it, googled it, excitedly shared it with my wife, and she shot it down like she was holding a freaking machine gun. Too expensive. Not practical. Etc… Ok, so onto round two— could I RENT a helicopter? Turns out, I could!

The bottom line is this… Every second you spend developing your problem without asking yourself a QUESTION is another second wasted. Instead of saying, “I can’t afford it,” ask yourself “HOW can I afford it?” Do you see how much more productive that is?

Whether you like it or not, the great determiner of your future tends to be your history. So if you have a problem from the past, and you constantly drudge it around with you in the PRESENT, you are significantly limiting what you can accomplish in the FUTURE.

And what’s worse is that you are probably blaming your problem on someone or something else… which means your chances of solving it are currently at 0%!

So here’s my challenge. Starting today, you need to promise yourself to take responsibility for ALL of your problems. If you’ll just admit that it’s YOUR problem and convert it into a question, you’ll find out that your brain holds the key to the solution.

I even go so far as to take responsibility for the problems of the people that work for me, and honestly, I think that every leader should. When your team sees you taking responsibility for problems, (even those that aren’t just yours,) they’ll dive in to get a piece of the action.

It’s pretty hilarious— I’ll tell my team something is MY fault, and they’re all instantly competing to take part of the blame. But that’s how it should be!

Take it from me: converting your problems into questions will become a habit. Like any good habit, it’ll take self-discipline, and a whole lot of practice. If you have a problem in your Practice and would like to discuss your QUESTION, give me a call at 844-242-1992. Or, check out http://www.schedulinginstitute.com/ 

Until next time,


Jay Geier

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What One Doctor Discovered That Changed His Entire Perspective

Last weekend, Dr. Jack Von Bulow and a group of fellow dentists gathered for a weekend seminar in Atlanta. Each doctor was from a different walk of life, a different city, and a different situation, but all had one thing in common… They needed clarity.

As the CEO and Founder of the Scheduling Institute, I’ve had 25 years of experience working with thousands of doctors around the world. I’m grateful for the opportunity to impact such a hardworking group of people, especially those that are eager to grow. At the Strengths Building Seminar last weekend, I spent 27 hours helping this group to unlock self-clarity because there are two things I’ve learned about reaching your success potential. 1) You have to understand your strengths and innate modes of operation. 2) You have to advertise your weaknesses.

If you can learn to do these two things, it will transform you.

When Dr. Jack Von Bulow got home from my weekend seminar, he felt so passionate about the experience that he wrote about it in a blog post, which I’ve copied below.


Atlanta Mirrors Don’t Lie

So it’s been a while since I’ve spent some quality hours at Atlanta’s Airport Marriott and a training day or two across the street at Jay Geier’s Scheduling Institute.

And the Scheduling Institute tag doesn’t really do justice to everything happening inside. There’s way more than scheduling going on and the service, furnishings, and planning are more in line with the Ritz Carlton than the Ritz Institute.

Before I ever acted upon the stream of “Scheduling Institute” emails I received almost every day, I envisioned the joint as some kind of monolith with bars on the windows that kept frustrated dental front office peeps from escaping and using their unfilled appointment books as semi-dangerous weapons.

It wasn’t until I actually saw Geier in the flesh that we immediately signed up for some training.

I had had a total epiphany years earlier when I realized how much I loved serving others. Looking back, nothing had been more fulfilling than helping out my parents; being their health advocate and being there as a source of love, reassurance, and support when they really needed it. No one has ever called me a quick study and basically, I had to lose everyone closest to me before I could look back and figure things out.

Since 2010, my trips to Atlanta have transformed dreams into distinct possibilities and if I get out of the way…realities. I’ve actually learned how to save money. I’ve even been fitted with training wheels on how to give my wonderful team the structure they need; I’ve gulped…and finally provided my team the latitude to take on more responsibility and grow. We know how to hire people who are just the right fit for adoption into our family and I’ve actually delegated that responsibility. Courtesy of Geier, who walks the talk, I’ve been given the tools to create a road map to an ideal and the means to make that ideal a model…and I’ve always realized the only obstacle is me.

This time around, the double play combination of Atlanta International-to-Marriott-to-Geier was all about a mirror. And if you’ve never drawn up your life story on a large clean piece of paper mounted on an easel, I highly recommend the art work.

We were armed with markers and erasers and some technology. The technology printed out instinctive behavior and natural strengths. And the image in the mirror wasn’t THAT ugly…but it sure was crystal clear. That mirror unmistakably revealed who I was…and what was holding me back …as well the people I love and serve.

I’d like to think I’ve left a few things on the second floor of the Scheduling Institute in Atlanta. Fear, doubt, and lack of accountability weren’t even a glimmer when it came to what I needed to do for my parents. And if I truly serve the people I love, including co-workers and patients alike; and if I truly see them all in the context of family…it’s really time to learn from the past, leave it there, and grow up and be the man I was for my mom and dad.

Driving home on Highway 105 out of LAX, I thought back to a conversation I once had with Walter Hailey, a Texas millionaire mentor who basically inspired me to remain in dentistry. Walter called me one afternoon just to see how I was doing; I replied, “I’m doin’ great, what about you Walter?” “Jack, I’m drivin’ down the road but I’m feelin’ so good I can’t even feel the tires touchin’ it.”

Major thanks to Jay and the crew, looking forward to next month and another learning trip to possibilities and Atlanta.


Every single day, I receive empowered testimonials and thank you notes from members like Dr. Jack Von Bulow. They remind the entire team here at the Scheduling Institute of our purpose, our vision, and our reason for getting up in the morning. We are here to change lives, and it all starts with providing clarity. It really is that simple. Call 866-917-2808 to join thousands of dentists and orthodontists who are working less, making more money, and having more fun practicing than ever before.

Visit http://www.schedulinginstitute.com/ to learn more about my strategies for success and why YOU should make the life-changing phone call.

To see Dr. Jack Von Bulow’s original blog post, go to http://patch.com/california/arcadia/atlanta-mirrors-dont-lie-0#.VBCGVmSwLT5. 

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Fireproofing Your Finances Against Disaster

If you’ve ever lived in an apartment, you know the risk associated with having totally careless neighbors.

Imagine that it’s raining, it’s cold outside, who knows— they decide they really just HAVE to smoke a cigarette inside. Well, thanks to that little cigarette, your place could burn to the ground in the middle of the night. UNLESS…

There’s a firewall.

At Financial Freedom Weekend, you’ll hear me go into great depth on why you need to build a firewall between your PERSONAL and your PRACTICE finances. It absolutely drives me crazy when people think it is OK to mix these up together…  Honestly, at this point in your career, you simply CAN’T have money flowing back and forth between the two.

Expansion occurs when things are separate. If you treat your business like its own entity, you’re giving it the necessary space to grow and flourish.

But if you mix it up with your personal finances, you are bungling the opportunity for growth. 

You need to keep it clean, or else when someone goes to sell your business one day, it’s not going to look like it is worth ANYTHING! Hypothetical scenario. You say you’re making X dollars and you are really making 2X dollars per year. What you’re doing is taking a BIG portion off the record— maybe your accountant even advised it— and you think you are saving yourself from tons of taxes.

You probably think no one’s ever going to catch you. Let me tell you something: those are dirty dirty books. It really is going to catch up to you one day. And the sad part is, you will have brought it upon yourself.

I learned my lesson recently about dealing with bunglers. I invested a good chunk of money to become a partner in a private company, and I found out that the owner had spent money from the business account on HER PERSONAL expenses.

I was absolutely livid.

You will never, ever, ever see me working with someone that commingles their business and personal funds. Never. I just won’t do it.

Some of you are working five days a week, losing sleep, are constantly stressed out, and you just CAN’T give full attention to your Practice finances. It isn’t intentional; it’s just the way things are. I understand that. But do you know what happens next? You end up commingling funds from BOTH areas of your life, and you make a big mess of both areas.

It is incredibly difficult to assess your own financial situation— honestly and CLEARLY—because you are just too EMOTIONALLY invested. Your family depends on you… Your Practice depends on you…. Your future retirement depends on you.. You have way too much on your plate.

That’s where my Financial Freedom Weekend comes into play.

What you really need is an outsider— someone who can look in and tell you the authentic truth about your situation. I’m not going to sugar coat it. I’m just going to tell you what you NEED to do. I’m going to give you proven strategies to get your accounts in order, and to clean up your messy funds. I’m going to get you and your spouse on the same page so that you have one less stress-factor in your lives.

That’s why you came to me to start with, isn’t it?

At Financial Freedom Weekend, I will help you to FIREPROOF your finances by creating necessary separations and systems of accountability. Do this favor for yourself— call our team at 866-917-2808 to reserve your seat at the Financial Freedom Weekend in January ’15. I’ll see you there.


Until next time,


Jay Geier

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