Jul 9, 2024
Amid the tumult of an election year and risinginflation, Kiera is joined by Brad with Dental Warranty to talkabout peace of mind. Together, they discuss why warranty is socritical, what additional revenue looks like, how to sell patientson the investment, and more.
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Transcript:
Kiera Dent (00:00.714)
Hello, Dental A Team listeners. This is Kiera andtoday I'm super pumped. I've got an amazing guest on the podcasttoday. We're going to be talking to you guys about a coupledifferent things of how to bring in additional revenue to yourpractice. I think all of us would love that, especially withuncertain times. I mean, we've got an election year, we've gotpatients doing a couple of funny things. We've got an inflationyear. And so I thought it was very poignant and pertinent to bringon Brad with Dental Warranty today, just talking about differentways that we can kind of, I don't know, I feel like.
insulate our practices against the uncertainty oftimes that we're headed into. I feel like never be afraid. Let'screate a game plan and then you guys can execute and you cancapitalize and win because I believe when people are afraid is thegreatest opportunity for practices to flourish if they've got agood plan in place. So Brad, welcome to the show today. How areyou?
Brad (00:46.478)
Doing well, Kiera, thanks for having me on board.
Kiera Dent (00:49.418)
Yeah, Brad and I usually hang out at in -personevents. We haven't seen each other this year, so I feel like I'mreally glad we're on the podcast, because I haven't had my chitchat with you, you know, on the bus rides and all the differentevents we go to. It's been a hot minute, so. Yeah, likewise,agreed. So Brad is with Dental Warranty. You guys have probablyheard him on the podcast. I am one of the biggest believers ofDental Warranty, because I feel like watching dentists all thetime, dentists just overpay.
Brad (01:00.622)
That's right. Yes, it's great to catch up. It's beentoo long.
Kiera Dent (01:17.578)
in the way like you don't think you're overpaying bydoing free dentistry and the thought of you're losing moneyconstantly on doing free dentistry. We are in a time and an erawhere you no longer have to do this. You can give the patient peaceof mind. You can close more cases with it. You can have it to whereyour patients are getting the services that they need. And inaddition to that, it is actual additional revenue kind of likemembership plans at other places, but in a way that's not slimy,it's not greedy, it's nothing. It's truly giving the patients abetter service.
that they need. Like I do not think any of us wouldever say that AppleCare is greedy on our phones. I think all of usjust have peace of mind that my super expensive, I don't know, $1,500 phone phone productive. And that's a $1 ,500 freaking phonefor two years that we are willing to pay AppleCare on. But ourmouths that we use every single day, like we literally eat withthem. I just think it's so cool. So Brad, there's my soap box.Welcome everybody. If you can't tell, I think Dental Warrantyshould be in every practice, but Brad, go ahead.
Let's talk about this additional revenue stream andthe uncertainty of an election year and all those different thingsand how really making sure we insulate and protect our patientscould be a beautiful thing this year.
Brad (02:20.654)
Yeah, absolutely. Now it's funny you mentioned thatkind of protection on Apple care on your phone. I was actually justtalking with a dentist. He's like, you know, people buy a warrantyon their big screen TV and they don't touch that thing. Maybe dustit every once in a while, but they don't touch it. It's on thewall. How often are you using your teeth? You're clenching, you'regrinding, you're biting, you're chewing. Anything that happens toyour mouth, why would someone not want to protect that? So there,yeah, there's a lot of uncertainty, especially because a lot oftimes when patients are at the practice, it's because maybesomething else.
either failed or they broke or tipped or crackedsomething, if they broke what God gave them, why would you not wantto warranty and protect what you're doing, right? And give themthat kind of assurance and peace of mind knowing that you do highquality work and that you've got their back no matter really whatlife sends their way.
Kiera Dent (03:07.242)
And I think Brad, as you were saying that Iactually feel like I made a connection that I haven't made. I mean,I've talked to you guys forever. I've been one of the biggestsupporters of Dental Warranty since I met you guys. I just waslike, this is a no brainer. Why would people not bring this intotheir practice? But as you just said that, like you're right. Weall, I mean, like you go to Best Buy and they're like, Hey, putthis warranty on your TV. On freaking Amazon is like doing the twoyear protection. Like on a dang vacuum at Walmart, like, Hey, youwent the two year protection. I'm like, those businesses aresmart.
And I mean, people will like, yep, it's five bucks.It's 20 bucks. Of course, like put it on. It's no big deal. But Iwas thinking about our bodies and I think there might be thismisnomer. I don't know. This is just me like literally having anaha moment right here live is our bodies naturally repair, right?It's like you get a scratch on your arm. It will naturally repair.I don't need, I have almost like a human being warranty on my body,but I think what we don't realize is like teeth and bones andaging.
don't have this body warranty. I don't know, I've gotto go get surgery. And I'm really anxious because the last time Ihad surgery, it's same toe, same thing. And just another thing likepopped up out of nowhere. And I was like, my gosh, I've got to doit. And like last time I did not heal as well. And I was 10 yearsyounger. My body is getting older. I should probably get it donenow versus even in another 10 years, because I'll be older. But Ithink there could be this like idea.
that our bodies will just naturally heal. And so maybeit's something where it's like this external product, there's noway we can fix a TV. Like we don't know how to do it, but yet likea scratch on my arm, I don't know how my body fixes it, but it justfixes it. And so maybe that's kind of the disconnect that we asbusiness owners might have of like, no, there's no reason towarranty teeth. Like they're just this natural part of our body.But like you said, I think when we can look at it, not as a productper se, but as...
I think teeth are one of the dumbest body parts of ourentire body. Like I really do. And I say that I love dentistry.Like how dumb is it that we lose our teeth as babies and then weget these 32 teeth. We lose four of them usually for wisdom teeth.And so we've got 28 teeth and yet there are these like littleporcelain plates in our mouth that we hope and pray that we don'tchip. I understand that they are not porcelain, but that's whatthey feel like to me. Like it's this very delicate, dainty,beautiful thing.
Brad (04:52.622)
Mm -hmm.
Kiera Dent (05:16.65)
It's like a, like a China cabinet and I've got to likeeat with this. I got to smile with this. I got to talk with thisand hope and pray that nothing happens to this beautiful smile. Andso I think looking at it as because they're so delicate, like a TV,like a phone, like other delicate things that you would protect,maybe helping people realize that that's why they should protectit. but maybe that's the disconnect we've had over the last coupleof years since dental warranty has come into the playground thatpeople maybe aren't seeing. I don't know if that made any sense orif I just confused people more, but that was my.
Brad (05:18.766)
Thank you.
Kiera Dent (05:45.994)
maybe muddled aha moment for myself, whether itbenefits anybody else or not, that's to be determined.
Brad (05:52.59)
No, I love it. I think that's, that's huge. And a bigpart of this is whether the patient, you know, buys the six yearprotection plan or not. The great thing about this is now you'rehaving these conversations with your patients. So many timespatients, they get their treatment done. They think dentistry isgoing to last forever, no matter what they do to it. They expect alot of times the dentist will do it free forever because they justpaid that one time. So this is educating the patients, letting themknow, Hey, you know, this is what we're doing here. We do greatwork. We pretty much last long time.
but it is a part of your body and things actdifferently. You could do things outside of our control and setright expectations. So again, whether they buy the protection planor not, it doesn't matter. If they have it, great, they're covered,the doctor's covered. If not, the patients don't come back in justexpecting it to be free later on, because it was talked about. Andit's not some surprise that, I thought there was going to be alifetime guarantee on this thing. It's like, no, how many timeshave you used that tooth since I've seen you last?
So it's all about, yeah, just taking care of yourpatients and setting the right expectations to eliminate thefrustration, the headaches, the bad reviews, the lawsuits lateron.
Kiera Dent (07:01.034)
Right? Well, and it's funny because I mean, I thinkabout like when I'm getting my lashes done or when I'm getting myhair done and like girls chat, right? Like we love to sit there andgab and chat and like people getting their nails done. And whenpeople find out I work in dentistry without fail, I hear like, mygosh, dentistry is so expensive. Like I had this thousand dollarcrown that I had to put in or all they want to charge me this muchfor a night guard. And so people already do assume that dentistryis expensive. And then they're like,
this dentist, they didn't do a good job on my cap. Ilove when they call it a cap. I'm like, clearly like you are older.It's a crown. It sounds way better to say a crown. but they just,they feel like they're so annoyed that it broke down. And again, Ithink it's because we expect our teeth to last forever. Like, well,this is all we get. So it should last forever. But I agree withyou. I think that there's an education piece that we're lacking.And I also was thinking about like dentistry even 50 years ago,people weren't living as long 50 years ago as they are today. SoI,
just like with modern medicine and bodies anddifferent things like our bodies are and the longevity of life ismuch longer than it has been in the past. And I also think dentistsin the past costs weren't as much schooling wasn't as muchdifferent things. And so like I talked to dentists who boughtpractices or they went to school say 25 years ago and they're like,Kiera, I would not be a dentist in today's world. Like schooling'stoo much.
the cost of running a business is too much. Everythingis so much more than it ever was. Like how did these dentists evencome outside of it? So I think if we look at the perspective andthe timeline of even how dentistry and bodies have evolved over thelast couple of years, and I'm saying decades of years, thinkingabout that, I do think it's important to have warranties. I thinkit's the same thing for other companies. Like why are they throwingwarranties on as well? Like things have just cost more. Things arelasting longer. People are lasting longer than they have been.
And so I think it's just a, it's evolving with theworld. And I think practices need to evolve as well and do it in away that's educating. Like you said, Brad, because the last thingyou want is for a patient to come and expecting that crown to beredone for free. Even insurances will cover it usually every fiveyears. Like they plan for that crown to break down, but patientsdon't realize that. And so we know that internally, but the patientdoesn't know that. So I agree with you. I think it's a great way tobring up conversations that should have been had years ago.
Kiera Dent (09:18.666)
but are now just coming to the table. But I'm like,but hey, it's okay because we're also now introducing PRF or PRPinto the equation because it's such a better, like the body'sneosporin. Like so many things like buildups go with crowns. Wedon't necessarily do just extractions. We now do implants. So, somany things we've educated the patient based on, I think this isjust another layer to educate.
Brad (09:18.734)
Mm -hmm.
Brad (09:32.75)
Yeah.
Brad (09:41.87)
Absolutely. And one of my favorite questions to ask adentist is, okay, so tell me about the lab you use. You know, whydid you choose that lab? And they say, well, they do, you know,they use the best materials, they warranty it, you know, ifanything happens, oh they warranty it. So if you value a lab,because they offer a warranty on their lab work, which everydentist does, that's one of the things they like about their lab.When your patients want the same thing, they want to go to thedentist that warranties their treatment.
It's not saying that it's a cheap lab or it's notgoing to last, but no, it's high quality and they stand behind itand that's why they offer it. And so same thing with this. Ifpatients aren't asking it, they're thinking about it. They want toknow how long it's going to last. What happens if it breaks, itfails? What if I move, if I lose my dental benefits? All the whatifs. So again, now by proactively talking about this, we're seeingmore patients say yes to treatment. More patients come into thedoor. So a lot of offices will actually
Kiera Dent (10:17.962)
Yeah.
Brad (10:39.662)
put this on their website. So it's now, again, it's aproactive approach saying, hey, this is how we're different. You'vegot the best doctors, provide the best treatment, and we go overand beyond the typical kind of standard of care and provide anexcellent service along with our excellent treatment. So yeah, it'sa great marketing tool as well to help stand out and again,eliminate those pain points that always happen in the future.
Kiera Dent (10:55.37)
Mm -hmm.
Kiera Dent (11:05.866)
for sure. Well, and like you said, without the patienteven saying they are thinking those pieces and I feel like thewarranty for all of us, like going to buy a $1 ,500 iPhone, I keeplooking over there because my phone's literally sitting there and Ijust bought it in December, you have so much less stress. It's verygood peace of mind. And so for your patients, like they arethinking about that like
what happens if I have to replace this because it is$1 ,000 or it is $5 ,000 or whatever it is. It just gives them thatpeace of mind that makes it easier to move forward because now thequestions are answered. What if this happens? What if this happens?Like amazing. I know I have warranty on it. No big deal. Same thingwith everything.
Brad (11:41.07)
I mean, I can't tell you how many times I like bid onsomething or bite on my fork or something just so simple. I'm like,I'm good. You know, like, doesn't matter. I'm good. I've got I'vegot coverage. In fact, I've actually now I'm proud of I don't knowif you knew this, but I'm now a proud user and customer. I've beenon warranty myself. So yeah, yeah. So I'm on both sides. So Iactually I got some veneers about two years ago or so. I waswrestling with my son. He was about four years old at the time.
Kiera Dent (11:49.418)
huh.
Kiera Dent (11:59.658)
Wow, Brad, good job.
Kiera Dent (12:07.434)
Nice.
Brad (12:10.606)
and had them in one of those good headlocks, he jumpedup and head butted me and destroyed my front tooth. It was 28 daysafter I got veneers. And so I laughed because literally that's whatI do. I went back to the practice, I was covered, the doctor wascovered and no issue at all. I didn't have to pay anything, doctorgot paid all over again like a brand new case. But take dentalwarranty out of it.
That's kind of a scary moment. You know, as a patient,I'm thinking, okay, I paid a lot of money for this. I know itwasn't your fault really, but you're gonna help me out, right? Andhe's probably thinking, I did a great job. This was on you. Whyshould I have to eat it? So if you buy a car and you drive off thelot and you get an accident a mile down the road, you're not gonnajust get a new car from the dealership. And so, so again, I justagain laughed because I knew I was had that benefit. And so I'veseen firsthand that it does work.
Kiera Dent (12:42.122)
Yeah.
Kiera Dent (13:01.926)
That's amazing. Well, and like for you also, because Ithink dentistry is such a scary thing too. It's our mouths. It'sthe way we talk. It's the way we eat. Like that's why. And it'slike, no, no, no, Dennis, you owe me this because like, this is myfreaking front tooth. Like you've got to fix it. You just did this.It should be in here forever. Even though life happened. And so Ithink.
Dental Warranty really does make it to where thepatient and the provider can both be happy in a win -win. Like thatdoctor's super happy to do it. They're not doing free dentistry. Noone is begrudgingly doing something. You're not paying and angryabout it. They're not redoing dentistry and feeling like, well, I'mglad we can help brought out again. Like, of course we want to helpthem, but it's never that fun thing. And so this is just a win -winand nobody's upset about it at the end of the day. No one felt likethey had to do free dentistry. No one felt like they had to payagain for something that should have lasted longer. And there'salso the expectation there. So.
I think it's amazing and I think we've talked about somany benefits for the patient and what I think right now is it isalso an election here and there are things that are coming intoplay. There's higher inflation. So the world by large right now hasa little more trepidation. They're sitting here wondering what'sgoing to happen. I was just on a DSO meeting and they were talkingabout like penny upon who's put into office that might actuallyimpact the capital gains which is going to impact practices sellinglike so we're all kind of sitting here waiting to see.
who's coming to the playing field, what's gonna shakeand change our world. And so, but patients still need dentistry,they still need to continue moving on, life still needs to continueon. And so I feel like dental warranty right now is reallypertinent to give those patients peace of mind, no matter who'selected, no matter what the inflation rates go to, you're coveredwith your dentistry. And so I feel like for that uncertainty rightnow in the world, yes, it's a great time to bring it in because Ithink there is uncertainty. And it's a good time to, I think, in myopinion, to bring this to your practice.
to get it to be a standing piece of your practice. Ifyou've kind of been on the fence wondering like, should I bring itin or not? Great time because uncertainty always leads to wantingto have something of certainty when we're uncertain times. Sothat's why I love it. I think it's a good time right now. ButBrady, you were also talking because like in addition to theseuncertain times, I know that this year's been kind of funny forsome offices. Revenue's not as high as it normally is. Patientsaren't wanting to say yes to treatment as much, which I do believethat if you had a warranty, more patients would say yes. So justlike plugging that again.
Kiera Dent (15:14.666)
I do think it could be a cause and effect. And I thinkhaving a warranty program on it, you would get a lot more patientssaying yes, because they're just holding back on uncertainty offunds. Like they're just wondering what's going to happen. I don'tknow if I want to do this yet, but if I'm covered for the next sixyears, that fear is gone. But in addition to that, let's talk aboutthe additional revenue that the warranty program does bring. Again,I think it's just a nice benefit. It's not the motivator for it,but it is a nice benefit, especially when you guys might have alittle bit lower. I believe in having multiple revenue streams toyour practice.
is never a bad idea.
Brad (15:45.934)
Yeah, absolutely. So, so the big difference therebetween having to have like your own in -house plan and if, youknow, let's say a patient bites on a popcorn kernel or soft bread,whatever they like to say that day. And, I broke my crown. I wasactually talking to my friend last week and she said, she knew I,she knew I worked in dentistry. And so she's like, Hey, I was, Iwas eating soft avocado bread or toast. And I was like, okay,that's what everyone says. So yes, they always say, if that's thecase, they come back in and say two or three years later, insteadof.
Kiera Dent (15:58.026)
all the time.
Kiera Dent (16:10.634)
I'm sorry.
Brad (16:15.63)
you now having to maybe do it for free for thatpatient. And it's not just doing it for free, but now you've gotthe overhead costs, you've got your chair time is being used up.You don't have now a paying patient in that chair. So instead ofdoing, you know, have that negative, you know, costs involved, nowyou're getting paid your full fee, like it's a brand new case. Buton the front side, so this is something that actually the patientpurchases from the practice. So again, it's the fees.
100 % carried over by the patient and a portion ofthat stays in -house for additional revenue. So our averagepractice, as long as they just offer this the way we train and areconsistent with it, they should see about 30 to 50K a year onadditional revenue. That's with patients buying the warranty andthen also on claims being paid out on. So that's a huge swing. Andthen we've got offices that do very well that double, if not triplethose numbers.
Kiera Dent (17:01.962)
Wow.
Brad (17:07.438)
And that's a new employee. That's a lot of things thatyou can do on your website. A lot of great coaching. That's a lotof stuff that they can do, which they've been putting off for along time with just an additional revenue stream.
Kiera Dent (17:22.09)
Gosh, well, and I think about it because it'ssomething that the patient needs. I'm always looking for things oflike, what does the patient need? I mean, AppleCare, think of howmuch Apple makes on AppleCare. Because we buy it, same thing withour houses, with our cars, like all the insurance companies, likewhy are the insurance companies the biggest buildings in the world?It's because, or like, I shouldn't say the world, but they'reoftentimes the largest ones in cities. It's because people buy itfor peace of mind, but then don't often need to use it. And so,
like you want your patients to use it. You want, youwant Brad to come in when his kid does that and then you're happy.He's happy. You were able to make him smile. He's leaving youamazing reviews because your customer service at your practice wasso incredible and you were able to be paid for it to do it a secondtime, which is not common in dentistry. And so I think looking atthat, it's just this amazing piece of mind for people. But like youjust said, there's 30 ,000 to 50 ,000 a year. You're right. That isanother employee. That is another.
like scanner that is hiring a consultant, like that issomething and it's like, there's just that margin, which everythingshould have a margin. Do you want to talk to me about margins?Let's talk about fluoride. Like you all know that that costs youlike a buck and we're not going to get into the nuances. And Ithink it's brilliant, but it's the same thing with this. Thereshould be a margin of profit for the practice on everything thatyou're selling. That is a wise business. and so I think is, Ididn't realize it was bringing that much revenue and that'sinsane.
Brad (18:42.606)
Yeah, and what's great about this is the better yourbusiness is and grows and stronger business is, the more patientsyou can help. And so you have these cases that you wish like, man,your heart hurts for these patients. But if you got that additionalrevenue, you're not sitting there, you know, bootstrapped andscared to do anything for free because you're so tight. But now ifyou have that, there are situations now you can maybe help out alittle more.
Kiera Dent (19:09.77)
Mm -hmm.
Brad (19:10.478)
But yeah, there's a lot of fun things that thepractice can do with that. You have team bonuses, all sorts ofthings. So yeah.
Kiera Dent (19:15.69)
Yeah. I mean, I love when things are like a littleadded bonus in my life. I'm always happy about those. So I thinkit's an amazing product and amazing thing for your patients to helpwith closing cases, to help with the uncertainty, to be able tomake it to where you're getting paid for it. my question is, whichI'm sure a lot of offices would ask, like what happens for, I mean,there might be some cosmetic offices or people that are doing bigcases or dentistry or even just smaller cases, right? It doesn'thave to just be for the big cases, but they haven't implementeddental warranty yet.
What do you do for all those past patients like nightguards, ortho, all these things? Is there a way we canretroactively do it or do patients have to just start today? Isthere anything that they can do? Because I know that can get weird.Some people get nervous to bring it in because why didn't I tellthese people for the last 10 years? And I think it's fine. There'salways a solution. But is there anything you can do retroactivelyfor patients that maybe we didn't have this in place when they camein?
Brad (20:08.974)
Well, good question. And first of all, too, I'm goingback to the point of, you know, for big cases, it's funny becauseI'll talk to one dentist and they'll say, yeah, I've been doing alot of these big full mouth cases, all our next type cases, fullmouth of veneers. I want to really kind of build this in as part ofthe benefit and kind of the case fee. And the very next doctor Italked to him like, yeah, I do a lot of just crown and bridge work.And I just, a lot of fiddling. This is great. Something I wanted toprovide for those patients. And you never know what a big case isto which patient.
you know, a ceiling unit crown could be a huge case.You never know who values that peace of mind, who's going to wantthat protection, who's going to need it. And so again, just givingthem the option. But yeah, so when office comes on board, that's aquestion that comes up a lot. So what about patients that have comein recently? What do we do about those patients? So our rule ofthumb is we can go about 30 days back for anyone that had recentlyreceived treatment and then go back to offer to those patients.You'll have a success coach that from our team that works with thepractice directly. And they're pretty good about getting thingsapproved. So if...
maybe six months prior or maybe in the middle of ahuge case and it's been over the last year, we're pretty good aboutgetting those approved to get a warranty there. But the message iswhen they come back in saying, maybe if they didn't have it ontheir crown they had two years ago, it's saying, hey, we're excitedabout this new program because this is something that, if somethinghappens outside of our control, we do great work, we control, weput in your patients in your mouth, but if the...
you know, if you move travel, if you have some sort ofaccident, now we've got something that protects you on kind ofthese life events. And so the shift is kind of letting them knowthat it's something that's new and exciting and that they can offeron the new treatment they've received.
Kiera Dent (21:48.842)
That's awesome. And I do like how you guys said it aslife events. And I know eating avocado toast does not feel like alife event. but I think it's also training the patient to realizelike we did do good work. Like it was something that we did reallywell. Patients don't, and they'll never accept the fact that everysingle freaking day we're chewing and we're putting stressfractures into our teeth without them realizing, which is why thesoft bread or the easy chip. And I'm like, yeah, but what have youbeen chomping on for the last like 10 years? That's why it broke onthat soft piece of bread.
But they don't realize that just like we don't realizethe damage that we do to our bodies every single day or the damagewe do to our cars or whatever else we have insurance on. And so Ithink it's just a really awesome way to help them see it as a lifeevent. I think that's a brilliant phrasing that you guys gavebecause it does just kind of frame it for a patient like or whenthose accidental things happen, right? Like that's why we do thisbecause I want you to have complete and total control and peace ofmind that no matter what's going on in your life, you're going tobe able to have that beautiful smile and be able to just come rightback in or.
Take care of it. What happens when they do move, Brad?Tell the offices what does happen on that because I know that youguys have a thing. They're not going to fly back to see you. Sowhat happens in that regard?
Brad (22:56.238)
Yeah, I can't tell you how many times I've seen ondifferent Facebook groups saying, hey, had a patient move to thisarea, you know, anyone there that could help this patient out orthey try to phone a friend to somebody they don't know. And it getscomplicated. And then, yeah, patients sometimes have to fly back.It's a nightmare or that even prevents them getting the treatmentthey actually need and that is best for them because now they haveto pay all over again for somebody who's paid for. It's kind of amess. So, yeah, so it follows the patient's smile. So if thepatient were to move across the country,
they can actually go to any doctor anywhere. And wewill actually pay that retraining practice to do the work overagain. Sometimes a patient might call that initial practice andsay, hey, I got my denture at your office, I got a warranty, whatdo I do? I moved. And then that's something that we just connectwith the patient and their new practice and get them taken care of.And a lot of times two patients will call us and say, hey, I movedto this new area. I've got one of your warranties. I want to go toanother practice that does this because I'm by it again. Who do yourecommend? So we can always give.
Kiera Dent (23:42.57)
Cool.
Brad (23:54.51)
recommendations to people that we work with in thatarea as well.
Kiera Dent (23:57.802)
Amazing. I think it's like, I don't know. I just, Icannot think and I'm trying to because my job on a podcast is topoke holes and things and to bring things to light. And I'm like, Itruly cannot see why an office would not do this. To me, it justfeels like it's a no brainer. And I mean, yes, of course I like youguys. That's why I bring you onto the podcast. That's why Iliterally sponsor and have you guys as a partner with me. And I'mvery choosy. There's a lot of companies who want to partner withthe NLA team and I don't accept a lot of them due to the fact thatI don't believe.
Brad (24:24.91)
Glad we made the cut.
Kiera Dent (24:26.186)
You did make the cut, Brad. But I just think it makessense and it's such a great piece. So kind of maybe you hear whyoffices wouldn't do it. And let's see if maybe me from a practiceperspective can give some insights because from me sitting where Isit as a treatment coordinator, as a business owners, owning downpractices, as seeing how much money I watch in consulting ofoffices riding off of free dentistry, of the stress of having thesepatients come back. And it's like, what do we do? Because this isethical and moral internal conflict.
And then patients also saying like, we're not sayingyes to treatment right now. I'm like, why would you not do this?But maybe Brad, give me some of the things you guys hear and let'ssee if we can maybe work through some of those objections peoplemight have.
Brad (25:04.366)
Yeah, I would say that the two most common things isthat it's usually from the dentist and it's the patient what theythink the patient will think. It's their own perception. It's like,well, I don't want my work to sound cheap. And I get that. You'rean artist. It's your craftsmanship. It's kind of who you are. Andyou want to make this sound like it's high quality and it's goingto last. And you should. And so that's what we recommend is usethis.
to tell your patients that you are the best dentist.You do so much CE. You were at the top of your class in dentalschool. You used the best techniques, best labs that you predictthis treatment to last a very long time. But again, there's thingsthat happen outside of our control. So that's now how we canprovide a better service and experience and make sure that this iscovered even if you fall on your face in the parking lot today asyou walk out to your car. And so that's the message. And kind ofgoing back to what you mentioned earlier about...
Kiera Dent (25:57.45)
Mm -hmm.
Brad (26:02.702)
Kind of failure and stuff. It's not in this it's notthe practicing, you know, in fact In fact, the practice probablyeven shouldn't use the word failure, you know if this fails it'syou know This doesn't if this is an integrate or if you have kindof like like event or trauma physical accident things that we can'tcontrol We've now have you taken care of Which is again, that'shuge when patients are making that decision especially if they hadmaybe that root canal go south and now they need additionaltreatment or the they did
Kiera Dent (26:09.93)
Agreed.
Kiera Dent (26:21.482)
Mm -hmm.
Brad (26:31.15)
you know, have to replace the filling three timesalready. They're scared to do it again because they think they'rejust going to have to pay every year on the year. So yeah, soagain, it's kind of setting that expectation and let them know thatit's high quality. And again, going back to, you know, why do youuse the lab you use? And a lot of times they say it's because thewarranty. So on the patient side, they're not looking at thedentist thinking you're using a warranty because you're not highquality. You're using a warranty because you stand behind it.That's all the best brands and companies do that.
Kiera Dent (26:58.602)
Yeah, well, and if you don't, people don't offer awarranty. Like, that's one of the things like, I mean, you look atthat, they're going to do it. So I agree. I think it is a shift ofmindset. And for doctors, I just want to say like, you doincredible work. But I think what Brad is trying to say and whatdental warranty is, is your work is going in someone's mouth thatthey use every single day. Like,
Brad (27:03.95)
Yeah!
Kiera Dent (27:22.666)
this is something that you can't control. You can'tcontrol if they're chewing ice like we all know those ice chewers.We can try and educate them, but you don't know what they're doingat night. Are they wearing a night guard? Are they grinding allnight long on that? Like on their teeth? What are they doing? Arethey? I mean, gosh, I've seen people like snap open bottles withtheir teeth. I've seen people rip things with their teeth. I mean,we see it because we're so attuned to it in dentistry, but that'soutside of your control. And so you did the great work in thechair, but that doesn't mean that
their life habits and their chewing habits and theirday to day eating habits are something that you necessarily need towarranty. And I think that that's also the piece of like, you'reactually warranting them as a person, you're not warranting yourwork and you're just being paid when they choose to make thedecisions they make on their teeth. Like that's how I view it. It'sthem, it's a them problem is really what you're warranting. You'renot having to do free work based on how they're chewing. It'snothing to do with you at all. You did the great work in the chair.Now this is just going for them. And sure, sometimes it is you.Sometimes it did fail.
I know that there's times that cement, it was nottotally isolated. But guess what? That also happens. You're alsohuman, but that's like a one out of a hundred times. And that'salso covered versus there 99 times that it's them causing theproblem. So that's my perspective on it too. I don't think it's adentist and I don't think it sounds cheap whatsoever. And I lovehow you guys say it. We do the best work. We want to make sure thatyour investment is taken care of. And that way you have peace ofmind, no matter what life event or accident or anything that comesyour way.
you know that you'll be taken care of, no questionsasked, come back in and we'll take great care of you. Like that'show it views. And I feel like it's more of a customer service pitchas opposed to your work isn't good.
Brad (28:55.63)
Absolutely.
Yeah, we've got practices that say, you know, we'regetting to these bigger cases. We want to roll out the red carpetfor our patients, kind of provide that concierge type experience,you know, provide the best value, best bang for their buck. Andthat's why they wanted to include a warranty on that case, on thattreatment. Yeah, so that's the biggest thing is kind of shifting isI don't want this to sound cheap, but no, this is so high qualityand so great that I want to...
Kiera Dent (29:05.834)
Yeah.
Kiera Dent (29:12.33)
Mm -hmm.
Kiera Dent (29:16.938)
Yeah.
Brad (29:26.126)
to provide this extra protection on it because whoknows what you're gonna do with it in the future.
Kiera Dent (29:29.866)
Right. And I think also for you realizing whatever youperceive is what your patients are going to perceive. So if youfeel like you're doing it because you've got cheap dentistry,they're going to feel that too. But if you just flip that story andpaint it as one of we do the concierge work and just say, you know,I think generational shifts are happening. Brad and I, and where weare.
It is not weird for me to ever have something come upas a warranty. I get it every single day. I get it everywhere I go.It's on Amazon. It's at the stores, at every grocery stores withevery like, and I mean, we're talking like $25 products that peopleare buying and it's like, you want a two year warranty on it? No, Idon't want a warranty on that. Like, but I think generationalshifts are happening too, where for us, I expect warranties to beeverywhere. I don't know how you feel, Brad, but I definitely do. Ithink my parents or my grandparents might feel a little bitdifferent about warranties coming into play.
but I know my in -laws, they're in their 70s, they'remuch older in life and their money is tighter for them. So Iguarantee you, my in -laws would be so appreciative of a warrantybeing offered because they just spent thousands of dollars ondentistry and they were like, Kiera, this is really expensive. Thepeace of mind for them to know for the next five, six years they'regoing to be covered. I know my in -laws would have purchased thatbecause they don't want to have to go shell out another grand, twogrand, three grand for that dentistry being done. So even though Ithink...
The younger generations are used to warranties. Theolder generation is also coming into financial pieces that they'venever had of retiring and looking at their funds differently thanthey ever have. I think both generations would appreciate awarranty greatly knowing the investment costs coming into play.
Brad (30:59.886)
Yeah. And again, what's great about this is presentedto the patient, give them the option. If they buy it, you've gotpeace of mind, they got peace of mind. It's literally, it's a win-win. Worst case scenario, and this is something that the doctorsactually really appreciate is if they say no thanks, no big deal.In fact, some offices what they'll do is they'll put a little checkbox on the ledger that says, I opt out of six year coverage.Patient will sign off on it. That way five years down the road,they come back in and says, it looks like you had opt out of thecoverage. You know, this is what, you know, to expect next.
Kiera Dent (31:22.762)
Correct.
Brad (31:29.454)
They're not, what? I didn't know. They're notsurprised because they opt out of it. It's, again, you drop youriPhone, you don't have AppleCare, you don't expect Apple to giveyou a new phone. But if you do have AppleCare, you're like, yes,I'm good. And so, yeah, that's what it is.
Kiera Dent (31:29.514)
Mm -hmm.
Totally.
Mm -hmm.
Kiera Dent (31:40.394)
No, agreed.
Kiera Dent (31:46.41)
Great. And I think also the education is there. So nowwhen they come in, it's not that awkward conversation of you shouldcover this. It's you elected out of the warranty program. So andjust let them know like perfect, no problem. So just, you know, ifanything does happen over the next six years, it will be out ofpocket for you. Then they know there's no questions anymore oflike, are we doing this for free? Are we not doing it for free?They know what to expect. And doctors, if it is something on you orit was maybe a mistake in your lab or maybe it was a mistake there,by all means, you have that conversation, but they're prepared topay you in full.
because the conversation already happened.
Brad (32:18.894)
Absolutely. And I've had doctors say, you know, ifthat is the case, they'd opt out. They can say, well, it looks likeyou'd opt out of our protection plan. Tell you what, if you get youneed to get the six year coverage on the new treatment, becausewe're not going to do this again, but I'll give you a 20 % off orwhatever you know, the practice would decide. But they can stillkind of help the patient out, still get paid the vast majority ofthe full fee. And the patient still has the benefit and thinksthey're being super kind and have that coverage for the next sixyears. So it's a lot easier to have those hard conversations whenthen you can provide the
Kiera Dent (32:32.938)
Smart.
Kiera Dent (32:44.65)
Yeah.
Brad (32:48.366)
solution the next time around.
Kiera Dent (32:50.602)
Right? And it's you get 20 % off when you buy the sixyear for the next one, because we're not doing this again. I thinkit's brilliant. I think that all of those really do give peace ofmind for the practice and for the patient. Awesome. So Brad, ifoffices, not if.
Brad (32:54.446)
Right. Exactly.
Brad (33:02.51)
Mm -hmm.
Kiera Dent (33:07.082)
when offices, because I think everyone should do it.It's like an election year, there's uncertainty out there. You'refeeling like patients aren't closing cases. Like put all the piecesinto play before you tell me that patients aren't closing casesthis year. Like I truly do know that you will close more cases withthis because patients are skittish right now. They're scared of theglobal climate at large. And so giving them that peace of mind, Iknow will help you close more cases. So Brad, how do they connectwith you? Like I said, I think everyone, I mean, between swell,
and dental warranty. I like walk around all the time,like you should have all your patients leaving Google reviews andevery patient should get a warranty program. So that's why I loveyou guys. That's why I recommend you so heavily. But Brad, how dooffices work with you? What does that look like?
Brad (33:48.526)
Yeah, so it's pretty simple. So if anyone isinterested, they can go to DentalWarrantyCorp .com or they can giveus a call at 1 -800 -691 -7234. And make sure to mention Dental ATeam and the podcast. We've got a huge promotion to get startedwhere we take 500 off the setup and training fee. So it's just 250to get started. So there's no ongoing fees or additional support.So it's
Kiera Dent (34:10.57)
Nice.
Brad (34:15.118)
It's just the one time upfront of 250 get started andthen the rest is profit for the practice. So again, every time apatient buys this, it's revenue in the practice.
Kiera Dent (34:24.426)
That's amazing. And so again, like, I love sweetrewards. So it's like, it's helping my patients is helping me getcovered. Plus, it's also giving us that extra revenue, like hesaid, to bring on a new employee or to like 30 to 50 ,000. Justthink of what you could do with that. And you're protecting thepatient and your practice. So Brad, I'm obsessed with you guys. Ithink everyone should do it. I mean, 250 to get started. I can'tthink of a better investment that's gonna I don't know anywhereelse that you could put 250 in and get 50 grand out of it. Likethat's a really
Brad (34:51.246)
Right?
Kiera Dent (34:53.386)
I don't know. I just think it's amazing. But truly, Ijust think for the patient benefit, which is why I vet companiesheavily before I promote them, I think it's such a good patientvalue add. I know you guys, I'm like, Brad, I've had dentistry doneextensively. And the worst thing was knowing it was such a big costto me. And then what happens? Because I mean, when you have atragic accident or you've got decay or things like that, you alwayswant to know, what happens if this happens again? Because it'salready happened to me one time. And I'm going to have to have thisagain. Goodness.
It's amazing. So Brad, thanks for being here. You guysgo check them out. Everybody should connect out. Dental WarrantyCorp, like a corpse. That's what I was thinking when you said, Imean, it's corporation, but now you guys won't forget it. Or we'llput that phone number in the show notes for you so you guys canjust call, reach out. Like you said, be sure to mention Dental ATeam. And Brad, I mean, I can't wait to see you next time. Butthanks for being here today and just truly sharing how practicescan see it as such a value add, such a peace of mind. And you'renot selling yourself short. You are not cheapening it. I just wantto like,
Brad (35:29.518)
Yep.
Kiera Dent (35:51.882)
really, really, really, really push that on doctors.Like he said, the best companies offer the warranties. That's thecompanies that know that their work's amazing, which is why they'rewilling to warranty because they know you're not going to come backin. The only way you're coming back in is if a life event happens.Other than that, it's amazing dentistry. So I think it's a win -winall the way around. So Brad, thanks for being here.
Brad (36:09.038)
Thanks, and hopefully see you sooner rather thanlater. Yep.
Kiera Dent (36:11.818)
all of you listening, Thank you all forlistening. Thanks for listening, and I'll catch you next time onthe Dental A Team Podcast.
Brad (36:16.366)
All right, take care
