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899: 3 Steps to Build a Trust Culture – Heather Crockett
Manage episode 488068793 series 2799103
To have a thriving dental practice, you need trust. To build trust, there are three key pillars you need. In this episode of Practical Solutions Day, Kirk Behrendt brings back Heather Crockett, one of ACT’s amazing coaches, to share how to cultivate trust with your team and patients through empathy, transparency, and consistency. Trust is the currency of the future! To learn the three steps to create the ultimate dental practice, listen to Episode 899 of The Best Practices Show!
Learn More About Heather:
- Send Heather an email: heather@actdental.com
- Join Heather on Facebook: https://www.facebook.com/heather.r.crockett
- Follow Heather on ACT’s Instagram: https://www.instagram.com/actdental
- Send Courtney an email to learn more about ACT: courtney@actdental.com
More Helpful Links for a Better Practice & a Better Life:
- Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
- Join The Best Practices Association: https://www.actdental.com/bpa
- Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
- Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
- Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
- Get The Best Practices Magazine for free: https://www.actdental.com/magazine
- Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218
Episode Resources:
- Watch the video version of Episode 899: https://www.youtube.com/@actdental/videos
- Register for ACT’s To The Top Study Club (July 18th, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-18-2025-ttt-study-club-tickets-1205460116659
- Register for ACT’s To The Top Study Club (July 25, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-25-2025-ttt-study-club-tickets-1205497959849
- Join ACT’s BPA for the Communication Rhythms Guide: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fthe-act-dental-meeting-rhythm#email
- Join ACT’s BPA for the Building an Appreciative Workplace resource: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fbuilding-an-appreciative-workplace#email
- Join ACT’s BPA for the Chief Reminding Officer tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fcro-chief-reminding-officer#email
Main Takeaways:
- Learn to show gratitude and learn to apologize when you make mistakes.
- Trust takes a lifetime of hard work to build, and only a second to lose.
- Keep communication open. Transparency fosters connection.
- Show empathy. Listening strengthens relationships.
- Be consistent. Predictability builds trust.
Snippets:
0:00 Introduction.
2:38 Why this is an important topic.
4:12 The three main components of trust.
6:41 Step 1) Transparency.
14:24 Step 2) Empathy.
20:30 Step 3) Consistency.
26:53 Which of the three do you need to work on?
29:30 We’re all human.
31:38 Final thoughts.
Heather Crockett Bio:
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.
301 episodes
Manage episode 488068793 series 2799103
To have a thriving dental practice, you need trust. To build trust, there are three key pillars you need. In this episode of Practical Solutions Day, Kirk Behrendt brings back Heather Crockett, one of ACT’s amazing coaches, to share how to cultivate trust with your team and patients through empathy, transparency, and consistency. Trust is the currency of the future! To learn the three steps to create the ultimate dental practice, listen to Episode 899 of The Best Practices Show!
Learn More About Heather:
- Send Heather an email: heather@actdental.com
- Join Heather on Facebook: https://www.facebook.com/heather.r.crockett
- Follow Heather on ACT’s Instagram: https://www.instagram.com/actdental
- Send Courtney an email to learn more about ACT: courtney@actdental.com
More Helpful Links for a Better Practice & a Better Life:
- Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listen
- Join The Best Practices Association: https://www.actdental.com/bpa
- Download ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360
- Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_US
- Join ACT’s To The Top Study Club: https://www.actdental.com/ttt
- Get The Best Practices Magazine for free: https://www.actdental.com/magazine
- Please leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218
Episode Resources:
- Watch the video version of Episode 899: https://www.youtube.com/@actdental/videos
- Register for ACT’s To The Top Study Club (July 18th, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-18-2025-ttt-study-club-tickets-1205460116659
- Register for ACT’s To The Top Study Club (July 25, 2025): https://www.eventbrite.com/e/climb-with-us-register-for-july-25-2025-ttt-study-club-tickets-1205497959849
- Join ACT’s BPA for the Communication Rhythms Guide: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fthe-act-dental-meeting-rhythm#email
- Join ACT’s BPA for the Building an Appreciative Workplace resource: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fbuilding-an-appreciative-workplace#email
- Join ACT’s BPA for the Chief Reminding Officer tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fcro-chief-reminding-officer#email
Main Takeaways:
- Learn to show gratitude and learn to apologize when you make mistakes.
- Trust takes a lifetime of hard work to build, and only a second to lose.
- Keep communication open. Transparency fosters connection.
- Show empathy. Listening strengthens relationships.
- Be consistent. Predictability builds trust.
Snippets:
0:00 Introduction.
2:38 Why this is an important topic.
4:12 The three main components of trust.
6:41 Step 1) Transparency.
14:24 Step 2) Empathy.
20:30 Step 3) Consistency.
26:53 Which of the three do you need to work on?
29:30 We’re all human.
31:38 Final thoughts.
Heather Crockett Bio:
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.
301 episodes
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1 922: Metric Mondays: Recaptured Percentage – Miranda Beeson 18:09

1 921: Your Hygiene Department: A Goldmine for Growth – Ariel Juday, Angela Heathman, Miranda Beeson, Courtney Dalton, & Christina Byrne 1:00:48

1 920: What You Should Know About Annual Performance Reviews – Alan Twigg 36:28

1 919: Metric Mondays: Cancellation/No-Show Percentage – Miranda Beeson 23:28

1 918: Maximize the Value of Your Dental Assistant – Renae Graeff 19:01

1 916: Metric Mondays: Capacity Percentage – Miranda Beeson 19:48

1 915: Working With My Spouse: Can We Make It Work? – Dr. Charlie Ward & Dr. Melody Ward 43:20

1 914: The Secret to Aligned Partnerships – Carlie Einarson 30:59

1 913: Metric Mondays: Pre-Appointment Percentage – Miranda Beeson 20:21

1 912: How to Break Free From PPOs – Dr. Barrett Straub 56:37

1 911: 3 Ways to Make Onboarding Stick – Adriana Booth 29:35

1 910: Metric Mondays: Treatment Dollar Amount Acceptance Percentage – Miranda Beeson 21:25

1 909: What's Happening in the World of MARPEs – Dr. Rebecca Bockow 36:37

1 908: Harassment in Dentistry: What You Need to Know – Alan Twigg 29:58

1 907: The Bright Future of Private Care Dentistry – Dr. Barrett Straub & Dr. Jeff Osborne 25:25

1 906: Metric Mondays: Patient Acceptance Percentage – Miranda Beeson 22:41

1 905: How to Enjoy Dentistry & Find Your Unique Ability – Dr. Jaren Argyle 49:26

1 903: Strategies for Attracting and Retaining Great Dental Team Members – Debra Nash 31:53

1 904: The Impact of Leadership on College Sports – Jeff Janssen 40:35

1 902: Smile Source Exchange: Strength Through Connection – Dr. Barrett Straub & Dr. Jeff Osborne 21:47

1 901: Metric Mondays: Average Treatment Presented – Miranda Beeson 20:05

1 900: Digital Workflow in the Restorative Practice – Dr. Daren Becker 1:38:31

1 899: 3 Steps to Build a Trust Culture – Heather Crockett 34:50

1 898: Stronger Together: The ACT Dental + Smile Source Merger – Dr. Barrett Straub & Dr. Jeff Osborne 24:02

1 897: Metric Mondays: Diagnostic Percentage – Miranda Beeson 21:08

1 896: 4 Profit Drains You Are Overlooking – Robyn Theisen 33:38

1 895: Metric Mondays: Production Per Hour – Miranda Beeson 16:21

1 894: The Importance of Scientific Evidence From a Clinical Perspective – Dr. Taiseer Sulaiman 41:07

1 893: 3 Keys to a Full Schedule – Miranda Beeson 37:22
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