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  • 1034: Hiring for Culture Fit: Why Skills Alone Aren’t Enough - Heather Crockett

    1034: Hiring for Culture Fit: Why Skills Alone Aren’t Enough - Heather Crockett
    2026/04/15
    Hiring in dentistry is harder than ever, especially when you hire for skill and end up firing for attitude. In this episode, Kirk Behrendt talks with coach Heather Crockett about how to hire for culture fit using a structured system, including four essential types of interview questions that reveal credentials, technical ability, experience, and behaviors tied to your core values. You’ll learn how to define the role, reduce bias, avoid “least-worst” hiring decisions, and build a repeatable process that strengthens your team over time—listen to Episode 1034 of The Best Practices Show!Main Takeaways:One bad hire can erode culture, frustrate strong performers, and create turnover and management problems.Hiring for software knowledge or skill alone misses the behavioral alignment required for long-term success.A structured hiring system prevents reactive, rushed decisions and makes interviews consistent across candidates.Define the role clearly so candidates understand the expectations and you can evaluate fit accurately.Use credential questions to confirm education, licenses, and certifications relevant to the position.Use technical and experience questions to assess minimum performance standards and past responsibilities.Use behavior-based questions tied to core values to evaluate how candidates respond to feedback, stress, and leadership opportunities.Snippets:00:00 Hiring Is Harder Now01:19 Why Culture Fit Wins05:26 Core Values Over Skills07:42 Build A Hiring System10:45 Define Roles And Ads12:04 Four Interview Question Types12:50 Credentials And Technical Skills14:52 Experience And Behavior Questions20:50 Templates Video Screens And Takeaways24:55 AI Proof Your Hiring ProcessGuest Bio/Guest Resources:Heather Crockett is a Lead Practice Coach who finds joy in not only improving practices but improving the lives of those she coaches as well. With over 20 years of combined experience in assisting, office management, and clinical dental hygiene, her awareness supports many aspects of the practice setting.Heather received her dental hygiene degree from the Utah College of Dental Hygiene in 2008. Networking in the dental community comes easy to her, and she loves to connect with like-minded colleagues on social media. Heather enjoys both attending and presenting continuing education to expand her knowledge and learn from her friends and colleagues.She enjoys hanging out with her husband, three sons, and their dog, Moki, scrolling through social media, watching football, and traveling.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    27 分
  • 1033: Metric Mondays: Metrics Don’t Create Pressure—Unclear Expectations Do - Robyn Theisen

    1033: Metric Mondays: Metrics Don’t Create Pressure—Unclear Expectations Do - Robyn Theisen
    2026/04/13

    Metrics don’t create pressure—unclear expectations do. In this episode, Kirk Behrendt talks with Robyn Theisen, coach at ACT Dental, about how role-specific KPIs reduce stress by creating clarity, ownership, and accountability.

    You’ll learn why teams feel pressured when success isn’t defined, how to use metrics as a “scoreboard” for standard of care and performance, and how to build meeting rhythms that keep everyone aligned and improving. Listen to Episode 1033 of The Best Practices Show!

    Main Takeaways:

    • Metrics reduce emotion in leadership conversations by replacing opinions with observable data.
    • Pressure rises when leaders don’t define success and KPIs only get discussed when something goes wrong.
    • Teams feel less stress when each role has two to five measurable outcomes that define responsibility.
    • A “scoreboard” creates alignment by showing progress, opportunities, and wins in real time.
    • Reviewing expectations and KPIs in regular meeting rhythms helps teams adjust before issues become crises.
    • Role-specific metrics make performance conversations less subjective and more constructive.
    • When team members help define and track outcomes, they feel led and accountable rather than micromanaged.

    Snippets:

    00:00 Metric Monday Kickoff

    01:26 Metrics vs Pressure

    03:08 Why Data Matters

    04:09 When Expectations Fail

    05:25 Scoreboards and Alignment

    08:01 Getting KPIs Right

    09:00 Leading Indicator Examples

    11:09 Coaching and Next Steps

    13:29 Wrap Up and Community

    Guest Bio/Guest Resources:

    Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.

    Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.

    More Helpful Links for a Better Practice & a Better Life:

    The Best Practices Show: https://www.actdental.com/podcast/

    Best Practices Association: https://www.actdental.com/bpa

    Upcoming Events & Workshops: https://www.actdental.com/events/

    Smile Source: https://www.smilesource.com/

    Subscribe on Apple Podcasts: https://podcasts.apple.com

    Subscribe on Spotify: https://open.spotify.com
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    15 分
  • 1032: What Is a GPO… And Where Does It Fit in Your Ordering System? - Miranda Beeson

    1032: What Is a GPO… And Where Does It Fit in Your Ordering System? - Miranda Beeson
    2026/04/10
    Most practices spend thousands each month on supplies but still don’t have a documented ordering system—so spending becomes reactive, inconsistent, and hard to control. In this episode, Kirk Behrendt talks with co-host Miranda Beeson, Director of Education at ACT Dental, about what a GPO (group purchasing organization) is, where it fits in your ordering system, and how to combine budgets, accountability, and a repeatable process to stabilize supply costs and improve profitability over time—Listen to Episode 1032 of The Best Practices Show!Main Takeaways:A GPO (group purchasing organization) leverages collective buying power to secure better pricing than a single practice can typically negotiate alone.Most offices don’t have a documented ordering system, which leads to reactive ordering habits and fluctuating supply percentages month to month.A defined ordering system should clearly outline what it is, why it exists, who is accountable, who participates, when it happens, where it happens, and exactly how it’s done.Supply ordering should be driven by a budget tied to collections (commonly targeting around 5%) so teams can measure performance and correct course.Accountability requires accounting, meaning practices need clear reporting and a way to review whether spending stayed on budget and why.Setting minimum/maximum inventory levels and approval guardrails reduces overstock, emergency purchases, and delays when the primary ordering person is unavailable.A centralized procurement platform can reduce decision fatigue, save time, and help teams compare options, track spend, and capture savings and rebates more consistently.Snippets:00:00 Intro01:00 Why the GPO conversation matters and where it fits in your ordering system.03:00 Why ordering must be system-driven, not habit-driven.06:00 Common “systems” that aren’t systems (the whiteboard and the rep-driven order).09:00 The real dollar impact of small percentage swings in supply spend.12:00 What a complete ordering system should include (what, why, who, when, where, how).15:00 Why supply ordering must start with a collections-based budget.19:00 What a GPO is and how group buying power works.24:00 How a procurement platform can include supplies, labs, savings, and rebates.26:00 Why saving time matters as much as saving money in ordering.30:00 Final recap: intentionality, consistency, visibility, and long-term profitability.Guest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.More Helpful Links for a Better Practice & a Better Life:The Exchange 2026: https://smilesource.com/exchangeThe Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    37 分
  • 1031: Great Teams Don’t Just Work With Each Other — They Work FOR Each Other - Miranda Beeson

    1031: Great Teams Don’t Just Work With Each Other — They Work FOR Each Other - Miranda Beeson
    2026/04/08
    Do you ever feel like your team is technically doing their jobs—but they’re not pulling in the same direction, and performance still falls short? In this episode, Kirk Behrendt talks with Miranda Beeson, ACT’s co-host and practice coach, about how to shift a practice from “working with each other” to “working for each other.”You’ll learn how a “me” mindset creates invisible walls, why vulnerability-based trust changes accountability and communication, and how leaders build clarity, consistency, and connection to create a true “we” culture. Listen to Episode 1031 of The Best Practices Show!Main Takeaways:A team can have high individual performers and still underachieve if people are playing for themselves instead of for each other.A “me” mindset shows up as guarded communication, weak collaboration, reduced trust, and decreased accountability.Shifting to a “we” mindset starts by replacing “that’s not my job” thinking with “how can I help the team succeed today?”Vulnerability-based trust creates psychological safety where people admit mistakes, ask for help, and assume positive intent.Leaders must model the behavior first by owning mistakes, asking for help, and consistently reinforcing expectations.Team building matters because time together outside the daily pressure helps people connect as humans and lowers defenses.Culture is shaped intentionally through clarity, consistency, and connection—and unintentionally through defensiveness, favoritism, avoidance, and hierarchy.Snippets:00:00 Intro02:25 The volleyball story that sparked the “with each other vs. for each other” framework.04:00 How “I did my job” thinking limits team performance.10:00 A practical example of “me mindset” vs. “team player mindset” during a handoff and ringing phone.13:00 Predictive trust vs. vulnerability-based trust in a dental practice.16:45 Why team building and bonding help teams lower their guard.23:00 Using purpose and process mapping to show how every role impacts the patient experience.27:00 Clarity, consistency, and connection as leadership habits that shape culture.34:00 A simple next step to start building “for each other” behavior in your next team meeting.Guest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.More Helpful Links for a Better Practice & a Better Life:The Exchange 2026: https://smilesource.com/exchangeThe Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    38 分
  • 1030: Metric Mondays: We’re Busy Every Day—So Why Doesn’t It Feel Productive? - Robyn Theisen

    1030: Metric Mondays: We’re Busy Every Day—So Why Doesn’t It Feel Productive? - Robyn Theisen
    2026/04/06

    Do you feel busy all day, yet your production doesn’t reflect it? In this episode, Kirk Behrendt brings in Robyn Theisen, practice coach and co-host, to break down why “busy” is a false proxy—and how to replace it with intentional productivity.

    You’ll learn how to use two key metrics, production per day (PPD) and production per visit (PPV), to spot schedule problems, reduce day-to-day production swings, and build more stable, higher-value days without the frantic pace. Listen to Episode 1030 of The Best Practices Show!

    Main Takeaways:

    • Busyness and productivity are not the same thing, and a busy schedule can still produce inconsistent results.
    • PPD and PPV reveal whether your schedule is intentionally designed for value or simply filled to stay busy.
    • When PPD is off, production fluctuates sharply, large cases are “hoped for,” and one cancellation can derail the day.
    • When PPV is off, the schedule is packed with small appointments, relies on same-day treatment or emergencies, and creates wasted time.
    • Getting PPD right means working backward from annual goals to daily targets and intentionally placing larger cases to stabilize the day.
    • Getting PPV right means fewer visits at higher value, with appointment lengths matched to procedure value and complexity.
    • Reviewing past schedules and rating day “busyness” helps identify bottlenecks and what needs to change.

    Snippets:

    00:00 Metric Monday Kickoff

    01:33 Meet Coach Robin

    02:21 Busy Versus Productive

    03:38 Key Metrics PPD PPV

    03:53 When Metrics Go Wrong

    06:35 When You Get It Right

    08:29 Less Busy More Productive

    09:43 Action Steps Today

    11:02 Final Takeaways

    12:00 Wrap Up And Resources

    Guest Bio/Guest Resources:

    Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.

    Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.

    More Helpful Links for a Better Practice & a Better Life:

    The Best Practices Show: https://www.actdental.com/podcast/

    Best Practices Association: https://www.actdental.com/bpa

    Upcoming Events & Workshops: https://www.actdental.com/events/

    Smile Source: https://www.smilesource.com/

    Subscribe on Apple Podcasts: https://podcasts.apple.com

    Subscribe on Spotify: https://open.spotify.com
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    13 分
  • 1029: The Real Reason Your Schedule Feels Like Chaos - Robyn Theisen

    1029: The Real Reason Your Schedule Feels Like Chaos - Robyn Theisen
    2026/04/03
    Is your schedule “full” but still feels chaotic, stressful, and unproductive? In this episode, Kirk Behrendt talks with ACT Dental coach Robyn Theisen about the real reason your schedule feels like chaos—and how to fix it by designing your day with intention, predictability, and clear scheduling agreements. You’ll learn how to work backwards from annual goals to daily targets, use block scheduling without losing flexibility, protect emergency time, and stop letting patients dictate your day. Listen to Episode 1029 of The Best Practices Show!Main Takeaways:Chaos in the schedule is a design problem, not a people problem.Predictability in the schedule reduces stress for the doctor, the team, and the patient experience.A proactive schedule shifts the practice from being busy to being productive and consistently hitting goals.Build the schedule by working backwards from annual production goals to determine daily production targets.Use block scheduling across the entire week and protect block integrity by shifting blocks instead of overriding them.Reserve true emergency time and use separate urgency time for patients who need to get in but can’t come immediately.Assign a single owner of the schedule and reinforce their decisions so the system stays consistent.Snippets:00:00 Intro01:45 Why a reactive schedule increases stress for the team and patients.03:05 Predictability as a major driver of dentist and team happiness.04:45 Why schedule chaos is a design problem, not a people problem.05:50 What a schedule without intention looks like.08:05 How to work backwards from annual goals to daily production targets.10:35 Using the production-per-day feature in practice management software.12:10 Build the schedule for the doctor’s wants first, then patient needs.17:10 How blocks protect flow, profit, and patient access.18:55 Why you need block scheduling across the whole week.20:05 New patient and hygiene/perio scheduling must be intentional.21:40 Emergency time vs. urgency time and how each should be used.24:05 Confirming key appointments earlier and setting scheduling agreements.25:05 One person must own the schedule and the dentist must support that role.26:05 “Show me your schedule and I can tell you how you’ll feel at day’s end.”27:10 Rating the day to identify what made it a 10 or a 5.29:05 BPA resource mentioned: Ideal Day Scheduling Guide.Guest Bio/Guest Resources:Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    31 分
  • 1028: What's Really Being Said In the Operatory When You Are Not There! - Debra Engelhardt-Nash

    1028: What's Really Being Said In the Operatory When You Are Not There! - Debra Engelhardt-Nash
    2026/04/01
    As a dentist, you can present the best treatment plan—and still lose case acceptance if your team “translates” it differently after you leave the room. In this episode, Kirk Behrendt sits down with Debra Engelhardt-Nash, educator and founder of the Nash Institute for Dental Learning, to unpack what’s really being said in the operatory when you’re not there. You’ll learn how belief systems and “wallet biopsies” derail care, how to position assistants as clinical endorsers (not counterpoints), and how to train communication so patients hear one consistent message. Listen to Episode 1028 of The Best Practices Show!Main Takeaways:Team members can unintentionally undermine treatment when they assume patients can’t afford or won’t value ideal care.A simple reset is asking the assistant, “If this were your mouth, what would you rather have?” and aligning the recommendation accordingly.The assistant’s role is to create a “perception of quality” even when the doctor is not present.Standing physically with (not across from) the doctor signals unity and increases patient confidence in the plan.Too many treatment options create confusion, and a confused mind often defaults to “no.”Doctors should delegate parts of the explanation intentionally so assistants can reinforce the why, answer questions, and help the patient process fees.Communication must be trained and rehearsed; it won’t improve by osmosis after a course, study club, or podcast.Snippets:00:00 Intro01:11 Meet Debra Nash02:10 Rural Practice Dilemma04:41 If It Were Your Mouth06:24 Wallet Biopsies06:32 Dermatology Delegation Story10:09 Moment of Truth After Doctor Leaves10:36 Standing With The Doctor12:03 Jargon And Too Many Choices15:53 Training Without Scripts17:43 Team as Patient Advocates18:10 Veneers Parade of Shades18:46 Investing in Staff Smiles20:08 Retention and Loyalty Boost20:41 Empathy vs Sympathy23:57 Stop Apologizing for Care25:37 Recall Value and Exams26:23 Quality Without Doctor27:53 Train Communication Skills28:55 Programs and Contact Info30:47 Final Takeaways and WrapGuest Bio/Guest Resources:Debra Engelhardt-Nash has been in dentistry since 1985 as a consultant, trainer, author and speaker. She has presented workshops nationally and internationally for numerous associations and study clubs. She is a repeat presenter for organizations including Chicago Dental Society Midwinter Meeting, the Yankee Dental Meeting, The Swedish Academy of Cosmetic Dentistry, and the Greater New York Dental Meeting. Debra has also appeared on several podcasts and webinars and authored several articles for dental publications.Debra served three terms as the President of the Academy of Dental Management Consultants who presented her their Lifetime Achievement Award as well as the Charles Kidd Meritorious Service Award. She is the Immediate Past President of the Academy for Private Practice Dentistry. She has been repeatedly recognized as a Leader in Consulting and Education by Dentistry Today and has been listed as top 25 Women in Dentistry. Debra is also the recipient of the Gordon Christensen Lecturer Recognition Award.Together with her husband, Dr. Ross Nash, Debra is the co-founder of the Nash Institute for Dental Learning – a post graduate training center in cosmetic and esthetic techniques and dental business administration training.Guest resources mentioned:Nash Institute for Dental Learning: https://www.thenashinstitute.com/Debra Engelhardt-Nash: https://debraengelhardtnash.com/Text Debra: 704-904-3459More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    32 分
  • 1027: Metric Mondays: Low Case Acceptance Is Often a Trust Problem - Miranda Beeson

    1027: Metric Mondays: Low Case Acceptance Is Often a Trust Problem - Miranda Beeson
    2026/03/30
    Case acceptance slows down when patients don’t fully trust the diagnosis or understand the outcomes they’re buying—not just the treatment they’re paying for. In this episode, Kirk Behrendt talks with Miranda Beason, ACT’s Director of Education, about why low case acceptance is often a trust problem and how to fix it with better value communication, co-discovery, and consistent team language. You’ll learn what it looks like when practices get case acceptance wrong, what “right” looks like in real conversations, and the specific behaviors and tools that move patients from “let me think about it” to scheduling before they leave. Listen to Episode 1027 of The Best Practices Show!Main Takeaways:Low case acceptance is rarely about price alone and is often rooted in missing trust and value creation.Patient acceptance percentage can look strong even when dollar amount acceptance shows weak commitment to comprehensive care.When practices miss trust-building, patients leave without scheduling, say “let me think about it,” and large plans sit in unscheduled treatment reports.Inconsistent case acceptance between providers often reflects differences in how clearly outcomes, value, and trust are communicated.When teams build trust well, patients ask curious questions, prioritize recommended care, and accept comprehensive plans at higher rates.Co-discovery and co-diagnosis help patients participate in understanding their condition and choosing solutions, which increases trust and commitment.Visuals like intraoral photos and properly oriented radiographs help patients see what you see and reduce confusion during treatment discussions.Snippets:00:00 Metric Monday Kickoff01:55 Why Trust Drives Acceptance04:19 Signs Youre Getting It Wrong05:48 Patient vs Dollar Acceptance07:39 Accountability and Assistants10:05 What It Looks Like Right13:13 How to Improve Today15:01 Tools Visuals and Language16:37 Resources and Wrap UpGuest Bio/Guest Resources:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.More Helpful Links for a Better Practice & a Better Life:The Best Practices Show: https://www.actdental.com/podcast/Best Practices Association: https://www.actdental.com/bpaUpcoming Events & Workshops: https://www.actdental.com/events/Smile Source: https://www.smilesource.com/Subscribe on Apple Podcasts: https://podcasts.apple.comSubscribe on Spotify: https://open.spotify.com
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    19 分