Unreasonable hospitality isn’t just about creating a great experience — it’s a strategic approach to strengthening patient loyalty, supporting your team, and protecting the long-term health of your practice. This session explores how thoughtful, personalized touches throughout the patient journey can reduce friction, prevent negative experiences, and turn everyday interactions into meaningful moments. Participants will learn practical ways to implement unreasonable hospitality in a dental setting to enhance retention, elevate your reputation, and organically grow referrals while creating a culture patients and team members genuinely want to be part of.

LEARNING OBJECTIVES
Participants will learn to:

• Identify key moments in the patient journey where hospitality can influence retention and referrals

• Implement simple, high-impact hospitality strategies for patients and team members

• Reduce patient dissatisfaction and prevent negative reviews through proactive service recovery

• Create memorable experiences that strengthen trust and long-term loyalty

• Support team engagement through a culture of appreciation and intentional recognition

• Develop systems to consistently deliver personalized patient experiences

• Use hospitality as a strategic tool to protect reputation and drive organic practice growth

Good for Drs & Leaders only

The data today on employee retention is pretty bleak. In fact, the data tells us that 75-85% of employees “quit” within the first 90 days! Organizational success is about people success. And when it comes to people success, hiring is only half the battle. The other half is retaining them. How we welcome in and onboard our new team members are critical. Good people are necessary to consistently deliver the quality care and the culture you strive for—you can’t do it alone. Finding and retaining talented individuals has become more challenging than ever. Simply throwing money at the problem won't solve it or make it disappear. Statistically, when effort, time. and energy are put into effective onboarding, it leads to increased job satisfaction, improved performance, higher engagement levels, and ultimately, long-term employee retention. That’s a smart use of your time and energy—that’s a smart investment!

Upon completion of this session, attendees should be able to:

● Successfully onboard with multiple generations.

● Identify the building blocks of successful onboarding.

● Outline important onboarding considerations when merging or acquiring practices.

● Develop a blueprint or framework for their own improved and more successful onboarding process.

Good for All Team or Any Group

Have you ever found yourself wondering why communication is so hard, or experienced the frustration of feeling like your message isn't getting through? Do you wish you could read people's minds or understand their actions?

Join Geri Gottlieb in this interactive and captivating program designed to help you do just that (or at least come close)! During this session, Geri will guide you through the fascinating world of DiSC® styles. By understanding your own unique communication style and learning to identify the styles of those around you, you'll gain practical knowledge that will empower you to eliminate misunderstandings and foster harmonious relationships. Imagine being able to build stronger relationships, resolve conflicts more effectively, and enhance collaboration with anyone—colleagues, patients, friends, and family members. Geri's expertise and engaging approach will leave you inspired and equipped with effective strategies and techniques that can be immediately applied in your daily interactions. You'll gain a deeper understanding of yourself and others, enabling you to adapt your communication approach for maximum impact. Get ready to discover new ways to connect, influence, and inspire others.

Upon completion of this session, attendees should be able to:

• Discover effective strategies that will enhance their ability to articulate ideas clearly, listen empathetically,

and build rapport effortlessly.

• Gain a deeper understanding of how different communication styles impact interactions.

• Navigate any conversation with confidence, ensuring their message is heard loud and clear.

* Also available as “It’s Not You—It’s Me: Communication is for the Birds”

Matching DiSC® styles to various bird personalities such as eagles, parrots, doves, and owls. By understanding which bird personality aligns with your own unique communication style, you'll gain invaluable insights into your strengths and areas for improvement.

Best for Office or Team Leaders and Managers

Effective systems are the cornerstone of a smoothly running and efficient practice. During this session, Geri will explain the "why" behind written systems and protocols, emphasizing their crucial role in your leadership and management. She will guide you through the process of constructing a comprehensive written system, providing valuable insights on what to include and how to make it stick. By joining this session, you'll gain practical insights and strategies that can be implemented immediately within your practice.

Upon completion of this session, attendees should be able to:

● Learn how to construct a written system (protocol).

● Review best practices for implementation that sticks.

● Recognize the “why” of written systems and protocols.