Episodes

  • 1040: Turnover Isn't a Staffing Problem—It's a Culture Problem - Heather Crockett

    1040: Turnover Isn't a Staffing Problem—It's a Culture Problem - Heather Crockett
    Apr 29 2026
    Turnover is expensive, disruptive, and often blamed on “the staffing market”—but what if the real issue is your internal culture and leadership systems? In this episode, Kirk Behrendt sits down with coach Heather Crockett to explain why turnover isn’t a staffing problem—it’s a culture problem—and to walk you through the practical framework that attracts the right people, keeps them, and helps them thrive. You’ll learn what truly drives turnover, the leadership behaviors that reduce it, and the culture systems that create clarity, consistency, and accountability. Listen to Episode 1040 of The Best Practices Show!Main Takeaways:Turnover is often a lagging indicator of deeper issues like unclear leadership, inconsistent expectations, weak onboarding, and uneven accountability.Strong cultures still attract and retain top talent, even in tight labor markets, because people choose workplaces for leadership and experience—not just pay.Clear roles, defined success, and documented expectations reduce guessing and frustration, and help the right people perform in the right seats.Consistency in leadership—supported by regular meeting rhythms—eliminates “rule changes” that make accountability feel unfair.Systems create predictable, repeatable behaviors and improve training so you don’t rely on memory, mood, or “training by people.”Avoiding conflict quietly erodes culture; productive conflict builds trust when leaders use clear frameworks and address issues early.Team members stay when they feel clear, valued, and connected to meaningful purpose—not because of perks alone.Snippets:00:00 Turnover isn’t a staffing problem—it’s a culture problem.02:00 Why hiring is hard, and why culture is the real retention advantage.05:30 Turnover as a lagging indicator of internal leadership and systems issues.07:00 Why onboarding drives retention and the “3-3-3” framework.10:00 “Team members come first” and what it changes operationally.11:00 Clarity: defining roles, success, and expectations for behavior and performance.13:30 Consistency and the meeting rhythms that remove unfair accountability.17:00 Systems as the “this is the way” to reduce errors and speed up training.19:00 Purpose: moving from transactional dentistry to meaningful, relational work.22:00 Avoiding conflict erodes culture and drives high performers away.24:00 Clear is kind: why clarity prevents conflict from becoming a crisis.26:30 Tactical leadership behaviors you can start immediately to reduce turnover.29:00 Two questions to ask your team to uncover what’s hurting culture.Guest 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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    33 mins
  • 1039: Metric Mondays: Why Are We Producing Well but Still Feel Tight on Cash? - Carlie Einarson

    1039: Metric Mondays: Why Are We Producing Well but Still Feel Tight on Cash? - Carlie Einarson
    Apr 27 2026
    Are you producing at a high level but still feeling tight on cash? In this episode, Kirk Behrendt brings back Carlie Einarson, ACT Dental coach, to explain why strong production doesn’t automatically mean strong cash flow. You’ll learn the two metrics that reveal what’s really happening—collections percentage and AR days—plus the practical steps to tighten your financial systems so the money you’ve earned actually makes it to the bank. Listen to Episode 1039 of The Best Practices Show!Main Takeaways:Strong production does not guarantee strong cash flow because production does not automatically convert to money in the bank.Collections percentage and AR days are two key metrics that reveal why a practice can feel tight on cash even when schedules are full.If you are not collecting 100% of net production, profitability is being impacted and the practice is leaving money on the table.Over-the-counter collections must be consistent, with confident same-day payment conversations at time of service.AR days reflect how long it takes to collect what you’re owed, and the goal is roughly 30 days or less.A clear financial policy and an AR management system reduce delays from patient balances and insurance claims.Improving collections systems can create a cascading effect, including healthier financial behavior, better compliance, and more consistent processes.Snippets:00:00 Producing a lot but still tight on cash—why this happens.02:20 The two metrics that reveal the story: collections percentage and AR days.04:40 What “getting it wrong” looks like when cash doesn’t match production.05:35 Why AR days creep up and how delays compound.07:40 What “getting it right” looks like inside a healthy practice.08:35 Why 95% collections is not acceptable in dental practice management.11:05 Targeting 30 AR days and tightening follow-up systems.12:00 Moving to deposits and collecting in a more consistent process.13:10 Action plan: financial policy alignment and AR management systems.15:00 Where to find BPA resources for financial policies and AR systems.Guest Bio/Guest Resources:Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.Resources mentioned in this episode:Best Practices Association (BPA) resources and guides:https://www.actdental.com/free-resources/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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    17 mins
  • 1038: Are You On the Same Page, or Just in the Same Building? - Jenni Poulos

    1038: Are You On the Same Page, or Just in the Same Building? - Jenni Poulos
    Apr 24 2026
    Building an amazing dental team is hard when everyone is “busy” but daily friction, miscommunication, and inconsistent expectations keep getting in the way. In this episode, Kirk Behrendt sits down with coach Jenni Poulos to explain how written team agreements create alignment, reduce conflict, and make accountability easier. You’ll learn why individual, unwritten expectations create expensive operational friction, how agreements support core values with specific behaviors, and how to build a living document your team actually uses. Listen to Episode 1038 of The Best Practices Show!Main Takeaways:Alignment reduces daily friction by creating clear, shared expectations for how the team works together.Misalignment is expensive because it shows up in tone, handoffs, duplicated work, and ultimately impacts patient experience and profitability.The root of conflict is the gap between expectations and reality, summed up as E minus R equals C.Team agreements support core values by defining what those values look like in specific, observable behaviors during the workday.People resist surprise accountability more than accountability itself, and written agreements reduce that surprise.Agreements must be written, modeled by leadership, and used for coaching so accountability feels less personal and more objective.Team agreements should be created with the full team and revisited regularly so they stay “living,” not just “laminated.”Snippets:00:00 Welcome and Big Question01:17 Meet Jenny and Why Alignment Matters03:08 Core Values and Misalignment Costs05:18 Unwritten Rules Create Friction07:22 E Minus R Equals Conflict09:28 Team Agreements Create Clarity11:22 Written Agreements and Accountability15:48 Modeling Agreements and Coaching18:11 How to Build Agreements Together23:24 Final Takeaways and Next Steps25:38 Wrap Up and FarewellGuest Bio/Guest Resources:Jenni brings to dental teams a literal lifetime of experience in dentistry. As the daughter and sister of periodontists and a dental hygienist, she has been working in many facets of the dental world since she first held a summer job turning rooms and pouring models at the age of 12. Now, with over 10 years of experience in managing and leading a large periodontal practice, she has a firm grasp on what it takes to run a thriving business. Her passion for organizational health and culture has been a driving force behind her coaching career. She has witnessed firsthand how creating an aligned and engaged team will take a practice to levels of success that they never believed possible! Guest resources mentioned:Best Practices Association: Team Agreements Coaching Guide.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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    26 mins
  • 1037: How AI Can Empower Your Dental Practice - Travis Wentworth

    1037: How AI Can Empower Your Dental Practice - Travis Wentworth
    Apr 22 2026
    AI is moving fast, but most dentists still don’t know what to use, what to ignore, or how to avoid wasting time on tools that don’t help the practice. In this episode, Kirk Behrendt sits down with Travis Wentworth, an AI and cybersecurity expert (with a doctorate in chemical engineering and a background in data modeling), to explain how AI has evolved beyond chatbots into practical “coworker” tools and agent-based workflows that can save time in a dental office. You’ll learn how to think about AI use cases, how to structure prompts for better outputs, where the real risks are (including hallucinations and overreliance), and how to pick one measurable project to implement without getting overwhelmed—listen to Episode 1037 of The Best Practices Show!Main Takeaways:AI has quickly moved beyond basic chatbot use into tools that can work directly with files, folders, and workflows on your computer.Agent-based AI can connect services (like calendars and email) to automate multi-step tasks that would normally take manual follow-up.Better AI outputs depend on structured, specific inputs, including context like practice values, tone, and desired formats.A major risk is trusting AI outputs without reviewing them, especially when the model can hallucinate details or references.Another risk is getting distracted by too many possibilities instead of completing one scoped, practical project.AI can be used for simple, high-value office tasks like drafting consistent SOP templates and maintenance logs.Tools that record and summarize conversations can help improve consistency and completeness of clinical notes when used responsibly.Snippets:00:00 AI in Dentistry Intro01:08 Meet Travis Wentworth03:18 How Fast AI Is Moving04:43 Beyond Chatbots to Cowork06:41 Agents That Automate Work08:26 Dental Use Cases and Reviews11:57 Prompting and Better Inputs16:14 Dental AI Tools and Notes20:38 Pitfalls and Staying Focused24:31 Adoption Curves and Urgency27:51 Final Advice and Resources30:28 Wrap Up and Next StepsGuest Bio/Guest Resources:Travis Wentworth has been training students in engineering, networking, and cybersecurity for over a decade. He received his PhD in engineering from the University of Kansas in 2015 and completed a Postdoctoral Research fellowship at the University of Chalmers in Gothenburg, Sweden. While there, he was part of the world-renowned research group led by Dr. Louise Olsson and had the privilege to work with the European Union, Swedish Research Council, Volvo, and Chalmers University.As a researcher, instructor, and consultant, Travis has presented his technical content to far-reaching corners of the globe including China, Germany, and Sweden, to name a few. Returning to the United States in 2017, he narrowed his emphasis to cybersecurity and networking training.Travis has a diverse background with a proclivity in the acquisition and analysis of public and proprietary data. He is a published author in numerous peer-reviewed journals for computer modeling and catalysis and is well-versed in programming, networking, data acquisition, and cybersecurity.Resource mentioned:https://www.plaud.ai/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 mins
  • 1036: Metric Mondays: If Patients Aren't Saying Yes, What Should I Look at First - Carlie Einarson

    1036: Metric Mondays: If Patients Aren't Saying Yes, What Should I Look at First - Carlie Einarson
    Apr 20 2026
    When patients don’t say yes to treatment, it’s easy to assume the problem is fees, timing, or motivation—but the first place to look is your data. In this episode, Kirk Behrendt sits down with ACT coach Carlie Einarson to break down two key performance indicators that reveal where case acceptance is actually breaking down: diagnostic percentage and case acceptance percentage. You’ll learn how to define and track these metrics, what “low” numbers typically indicate inside your systems, and the first practical steps to improve diagnosis, presentation, and scheduling outcomes. Listen to Episode 1036 of The Best Practices Show!Main Takeaways:Key performance indicators are “indicators” because they point to which systems are working and which are not.Diagnostic percentage measures what percentage of patients are diagnosed with new treatment.Case acceptance percentage measures what percentage of patients with treatment presented schedule something before leaving that day.A low diagnostic percentage can indicate missed or inconsistent diagnosis, unclear philosophy, or “watching” treatment instead of recommending it.A low case acceptance percentage often reflects rushed conversations and unclear explanations rather than patients simply refusing because of cost or time.Improving both metrics starts with writing down and aligning the practice’s standard of care and treatment philosophy across the entire team.Pulling two to four weeks of diagnostic and case acceptance data helps identify whether the breakdown is happening in diagnosis or in communication and scheduling.Snippets:00:00 What to look at first when patients aren’t saying yes.02:06 Why KPIs are called “indicators” and what they reveal.03:06 Diagnostic percentage defined with a simple example.03:42 Case acceptance percentage defined as scheduling before leaving.04:10 What low diagnostic and case acceptance numbers usually mean.06:07 What it looks like when diagnosis and case acceptance are strong.07:25 Why diagnosis is a priority and why “winging it” fails.09:18 The first steps: write down your standard of care and pull recent data.10:12 What to review with your team to strengthen diagnosis systems.11:20 What to fix when diagnosis is strong but case acceptance is low.12:05 Raising the standard of care and bringing the team with you.12:41 The value of periodic comprehensive sit-downs for patients.13:12 Holding doctors accountable with daily tracking.15:18 The two metrics to start with when patients aren’t saying yes.Guest Bio/Guest Resources:Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.Resources mentioned in this episode:Best Practices Association (BPA) resources and guides:https://www.actdental.com/free-resources/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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    16 mins
  • 1035: The Most Valuable & Expensive Piece of Equipment for Dentists - Dr. Uche Odiatu

    1035: The Most Valuable & Expensive Piece of Equipment for Dentists - Dr. Uche Odiatu
    Apr 17 2026
    Dentistry is full of big-ticket purchases, but many clinicians overlook the most expensive and valuable “equipment” they own: their body. In this episode, Kirk Behrendt sits down with Dr. Uche Odiatu to reframe the equipment conversation around physical health, and to lay out practical, sustainable habits that protect performance over a long career. You’ll learn why sleep and light exposure are foundational, how consistency beats extremes, and which nutrition “bottlenecks” can quietly undermine energy, cognition, and longevity—so you can keep practicing (and living) well for decades. listen to Episode 1035 of The Best Practices Show!Main Takeaways:The most valuable and expensive piece of equipment in a dental practice is the dentist’s physical body, and it requires intentional investment.By midlife, poor sleep and food habits stop being sustainable and begin to show up as chronic pain, fatigue, and reduced capacity to perform.Sleep is the bedrock habit because it impacts hormones, recovery, cognition, and long-term health outcomes.Getting outside shortly after waking (even briefly) supports circadian rhythm, daytime energy, and deeper sleep later that night.Consistency with simple habits beats “all-or-nothing” health plans that are hard to sustain long term.Nutrition basics matter more than supplements, and common nutrient shortfalls can impact decision-making and overall health.Clinicians can model wellness-based leadership by taking care of themselves and guiding patients with a broader view of health.Snippets:00:00 The “most valuable and expensive equipment” in dentistry.02:00 Why dentists invest in tech but not their physical health.04:10 The health cost of delaying self-care until “later.”05:30 Why the conversation should focus on solutions, not just problems.06:10 Sleep as the foundation habit.07:10 The “six doctors”: exercise, nutrition, sleep, stress, light, and hormesis.08:20 Morning light exposure and why going outside matters.11:00 Kirk’s daily weighted-vest walking routine.14:20 Why consistency beats extreme routines.17:10 Nutrition bottlenecks: choline, omega-3s, vitamin D, and fiber.21:40 Practical fiber sources and simplifying food choices.23:10 A simple daily baseline: sleep, light, eggs, and avocado.26:00 What dentists can notice about health by observing faces and mouths.27:10 Kirk’s “Nordstrom suit” moment and making a change.28:10 Dr. Uche’s “gray face” moment and rethinking work habits.Guest Bio/Guest Resources:Dr. Uche Odiatu has a DMD (Doctor of Dental Medicine). He is a professional member of the ACSM (American College of Sports Medicine), a Certified Personal Trainer NSCA (National Strength & Conditioning Association), and the Canadian Association of Fitness Professionals (canfitpro). He is the co-author of The Miracle of Health and has lectured in Canada, the USA, the Caribbean, the UK, and Europe. He is an invited guest on over 400 TV and radio shows, from ABC 20/20, Canada CTV AM, Breakfast TV, to Magic Sunday Drum FM in Texas. This high-energy healthcare professional has done over 450 lectures in seven countries over the last 15 years.Instagram: https://www.instagram.com/fitspeakers/Website: https://www.druche.com/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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    37 mins
  • 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
    Apr 15 2026
    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 mins
  • 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
    Apr 13 2026

    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 mins