Carrie Webber: [00:00:13] Welcome to the Jameson Files. I’m Carrie Webber your host. And on this episode we’re joined by Dr. Cappy Sinclair of Virginia Beach, Virginia. We’re going to talk about his incredible origin story that took him on a journey from art restoration to smile restoration. So thank you so much for joining it.
Dr. Cappy Sinclair: [00:00:31] I’m really excited to be here and to be part of this initial launch of Jameson to doing the podcast is really exciting for me.
Carrie Webber: [00:00:39] Thanks I’m excited too. I can’t imagine anybody else to be launching it with. This is a great start. So for those of you that don’t know Dr. Sinclair he does practice in Virginia Beach and has some amazing practices there that he’s really launched from a place in just the past few years and that he’s just seeing such great to success and you just keep growing and growing but why don’t you just share a little bit of your your story and just kind of where are you how you started and where you are now and and what you’re working toward.
Dr. Cappy Sinclair: [00:01:10] Yeah absolutely. My journey into dentistry is a little unusual it’s not the typical “My dad was a dentist” or “I knew a dentist growing up and had a great experience and wanted to be a dentist”. Dentistry for me was never even on my radar while I was in college I went to school and actually graduated as an art conservator so I had an art history degree a biology degree during college I restored paintings and sculptures for the museum on campus as well as other museums around the Atlanta area. And while I enjoyed it I wasn’t totally passionate about it. It wasn’t something that if I was to keep going I would have had to look for additional education and get my doctorate and I did didn’t have that passion and so I took a year off after college. I lived in California. I goofed off had a lot of fun. And during that time it took a lot of self development to me to figure out what am I going to do next. Yeah and we have a family friend who is a dentist who also restores antiques. And while it’s not art. There’s a lot of similarities between that and he asked me one day if I’d like to come shadow him. And so I went and I shadowed and I saw what he was doing how he ran his practice and his business. And I was like I really like this design dentistry style of business and practice and you’re still working with your hands but it has a patient or personal relationship that I didn’t get in the conservation or art world. Yeah I was very much a technician in a cubicle working on one piece at a time.
Dr. Cappy Sinclair: [00:02:53] What he was a pediatric dentist though and I knew that I did not want to be a pediatric dentist. So that was a side of dentistry that I ruled out pretty quickly.
Dr. Cappy Sinclair: [00:03:05] And so I had to go back to school take some prerequisites volunteered at a at a clinic during that year period and applied to dental school and got in. And then it was just a matter of figuring out kind of what type of dentistry I wanted to do while I was in dental school and I I’d very strategic and and knew that I wanted to do the cosmetic side of things and that’s really what I focused most my education on.
Carrie Webber: [00:03:30] What I helped you get that clarity. I mean you know it sounds like you really. And as soon as you that that kind of flip that switch off you know you wanted to to, how did you have that clarity going through school and knowing what you’re wanting to pursue for the future. What got you to that point was it just it just a true curiosity for the craft or and you know I know you personally so I know you have an extraordinary extraordinary level of business acumen. I mean did you have that back then.
Dr. Cappy Sinclair: [00:03:55] I did not. So a lot of that has been things that I’ve seen best practices of other individuals or a lot of the business things that I’ve learned are things outside of dentistry. So seeing what makes a company successful within their leadership ship structure or in a consumer market kind of thing how is the patient experience relatable to another person that has a great experience with business X Y and Z. Are there things that we can take and put towards dentistry. So a lot of our new patient experience and the questions that we asked are actually related around sales training which I think is something that was uncomfortable for me at first as being like Am I a sales person. But when you look at it you are you’re truly selling health wellness. Yeah confidence and not necessarily a commodity but you’re you are selling.
Carrie Webber: [00:04:48] Yeah and you know even if you’re in a in a in any kind of career even if you think of it just from a clinical perspective you have to sell them on the benefits and the risks. Absolutely. When you’re communicating and diagnose saying you do that in anything you know even great speak motivational speakers are selling you on their ideas. And so let’s talk a little bit about out that because do you feel that your work and of all that you’ve done in terms of honing in on that communication skill level with the patients. Do you feel like that’s been a turnkey for you. And what has that made a difference for you in the kind of dentistry you get to practice now. Because you do some pretty extraordinary comprehensive cases and we’re a lot of people are saying I don’t has even do that. How’s he doing the kind of dentistry that he’s doing. What is communication with the patients. Where does that play a role. So. As a dentist and most other technical.
Dr. Cappy Sinclair: [00:05:46] Professions you know how to do the procedure but you don’t know to how to talk to people about the procedure. And so when you’re. Learning how to do something most of the time you can communicate with someone in that same language. So you’re going to talk dental talk to patients and things like that. So a lot of times it’s you not talking as much and as you the patients what they actually are looking for so asking our patients what are your expectations from me. You know as a doctor what do you see yourself like what are your challenges that you’re currently facing and let them give you the answers and don’t give them the answers for them before they even know what they’re asking for. And that was something that I had definitely had to learn over time so that was not turnkey that was I didn’t make a lot of mistakes and figure out why representing all this treatment and we’re getting all these patients to say no where’s the disconnect. And when I took a step back and approached dentistry from a different perspective of all right we’re going to look at this like a business. We have a product of health that patients are looking for. How do we share with them what health is so. And. That.
Dr. Cappy Sinclair: [00:07:04] Again you’re you’re looking at dentistry in a different perspective than you would as a dental student or what do you think dentistry is it is a dental student or a newer dentist. And do you think a lot of.
Carrie Webber: [00:07:19] Doctors out there feel like that’s fluff. You know I I’m I’m the doctor I know this it may be telling you know telling them what they have and that frustration but knowing that it’s a refined those listening skills and those communication skills to ask those right the right questions you know be able to be silent and listen and build that level of emotional intelligence as you’re communicating with your patients. Do you feel like there’s resistance out there. Do you think they that we all see that as a need. But it’s just very difficult to get over that hump.
Dr. Cappy Sinclair: [00:07:49] I I think probably in my experience one of the biggest challenges that I had was wanting to be liked by all of my patients. Yes. So either a patient not accepting treatment somehow missing that as a personal reflection on like I’m not doing a good job or things like that. So getting over some of that kind of just mental blockage that’s really challenging. Yeah. Where your thoughts are is is hard. Yeah. And so that’s where I think a lot of doctors get hung up is they are like wow I’m going to present treatments that I know this person will say yes to. And one of a really good book that I read is called go for no. And it’s basically talking about when you’re you’re pushing the envelope for a lot of patients and you want everyone to say yes to you or would you rather have 30 percent of the patients tell you know knowing that you’ve kind of potentially met their expectations and met them where you’re going. And or do you want hundred percent case acceptance. Yeah. Are you then really doing the best that you could do.
Carrie Webber: [00:09:00] Yeah. And are you really doing a service for that patient and doing it. You know I think about that when we were teaching case presentation and communication skills and it’s really big big for us here. And you know talking about really going into those conversations from the idea of are you willing to partner with that patient.
Carrie Webber: [00:09:19] You know I want them to be comfortable and having conversations with me and I want to give them the space to to share and if I can build in the plan what their goals are and help them meet their goals. That’s a whole different conversation. It doesn’t mean that you’re sacrificing the diagnosis but if you can present it to them in a way that helps them see you know if one of their goals is to be to be healthy you know here here’s what’s happening here the risks if you don’t move forward with this kind of treatment and being comfortable and confident in that conversation but also giving that patient the time and the space to to talk with you and get to those you know those little yeses along the way.
Dr. Cappy Sinclair: [00:10:00] Right.
Carrie Webber: [00:10:01] You do a lot I mean you ask a lot of pretty pointed questions when when will the patient first walks in the door because you know you’re a you’re a great lot of things in terms of you know you you really embraced marketing for your practice you really know what your purpose. And you know what your mission is and you get you really have that word out there to your communities. You’ve got people coming.
Carrie Webber: [00:10:22] Absolutely. Knowing you know what they’re walking into to a degree would you agree with that.
Dr. Cappy Sinclair: [00:10:27] I I definitely would. And I think part of that is just from the experience. Again if you’re you’re a solo practicing dentist and you want to practice like every other dentist down the street how are you differentiated. Yeah. So if a patient is going to have a different experience a lot of that relies on their first interactions with the practice so how are you answering the phone. How are you giving them a tour of your office. How are you doing your case presentations How are you. What questions are you asking. What we’ve learned is you’re not an expert by the knowledge that you have but by the questions that you ask. So. Oh that’s good. If you ask patients questions they haven’t heard before they’re going to listen as to why is he asking that question. He asks What would you change about your smile. Everyone asks that question. Yeah but what’s your family dental history like how many other people ask that question or kind of what’s your priority or or who else helps you make financial decisions. I mean getting kind of all parties to the table that are involved in case presentations or decision making are really really helpful.
Carrie Webber: [00:11:33] You’re not an expert by the knowledge that you have but by the questions that you ask. Yeah that’s my favorite.
Carrie Webber: [00:11:42] Yeah but the more the questions you know when we first are getting to know each other you are sharing some of your best practices at the time and you’re really trying to determine you know a lot about the patient mindset right there walking into that relationship so that you know you know that that you go a little bit deeper into that water your expectation.
Carrie Webber: [00:12:02] Yeah are some of those questions that you ask around that that helps you determine where. Am I a good fit for you? Right. Where. What are you looking for here where am I going here in my treatment planning with you for the future.
Dr. Cappy Sinclair: [00:12:15] Right. So as as dentists in general I think we have several different types of patients within our practice and patients don’t know that there are options necessarily. So a patient might come to you and just say I’m looking to get healthier. Well healthier for them might mean they want a wider smile and they might require some elective dentistry or they might require some tooth movement or they may have bite issues that need to be resolved. So healthier for them might mean something different than someone that’s like healthy for me means that nothing hurts. All right. So those are two different perspectives. So a lot of times we give our patients choices and help guide them in that direction so asking our patients we have several different types of patients in our practice. We have emergency patients who come in just when things are uncomfortable and I let patients know we don’t have a lot of those in our practice. That’s not my market. So that’s not what I’m looking for. We have other patients that come in that are just looking to maintain where they are and potentially not be in pain but not really improve where the current situation is. And then we have other patients that are looking to improve their current situation and to have a comprehensive glance as to what could be done or how they could improve those things. And a lot of the times the information that they’ve shared with not just myself but with the team before I’ve even met them I can know kind of where they are. So I can say basically it sounds like that you are leaning more towards a comprehensive side of things would you say that that’s what you’re looking for and then they’re like Oh absolutely or you’re like Well maybe but what does that entail and then I can go into kind of more details of what the steps are. And so and then sometimes the maintenance patients move into the conference of patients on their own time frame or we check in with them. So the great thing about that is in a dental practice you always have patients that are always seeking treatment and it’s not like you’re completing treatment for all of your patients. Immediately. Yeah. So.
Carrie Webber: [00:14:13] Well you know what I love about that is number one you’re involving them but it’s also allowing you to to know where they are mentally and emotionally in this conversation. And if you fire hose that said that they’re not emotionally prepared for that doesn’t really help anyone you know worry you know where you stand from right gaining as you start to evaluate the health of the health of their mouth and their teeth and determine what what can be done what can what’s needed what can be accomplished and and even you know what. What’s that that higher attained and service or care that that could be on on the horizon for them.
Dr. Cappy Sinclair: [00:14:53] Right. If someone’s open to learning about what’s possible that’s great but if they’re not I’m not going to go into. Well you need. Yeah. They don’t need to do anything like do they want to do that. That’s something that they would value. Yeah are you going to value an implant if we place it. Do you know what the protocols are to take care of it afterwards. Or is this going to be something that’s like I’m to be married to because. You followed what my. Intentions were and directives were for an implant and then you’re like well I had that implant and I failed.
Dr. Cappy Sinclair: [00:15:26] Now I have a bad experience my mouth and this is just a yes road to go down. Yeah. That’s it’s it’s nice to have a patient that has a choice and isn’t an active participant in their health care.
Carrie Webber: [00:15:39] Yes and it helps you know we always talk about you’ve got to build that trust. You’ve got to build that value and that if they have you know disease in their mouth that you have you’ll be able to build up that sense of urgency and need for that type of care and that’s you know that’s relationship building that’s trust building and that all comes from your ability to communicate clearly and ask the right questions and get them involved partnering in their health and well-being. Absolutely. So you know if you were to talk you know Fred the people that are watching or listening to what would be one thing that you would you know recommend that they would start with. You know to get on if they’re like I don’t know how to do any of that like what would be one next step. That’s.
Dr. Cappy Sinclair: [00:16:28] That’s a hard question to answer but I think as far as next step even as a doctor or as a team asking your patients what their expectations are of you as a as an office of a doctor and I think you’ll get a lot more information out of that that can potentially unfold into other areas of what the patients are trying to accomplish.
Carrie Webber: [00:16:49] Yeah if you’re not if you’re not used to asking those kinds of questions at all. I mean that’s a great one. You know we always say you know what are your goals for your for your mouth your teeth your smile and what are your expectations of us is your care providers. And yeah I think that’s a great start.
Carrie Webber: [00:17:04] And as you start to ask these questions and you see what you get back to the awesome awesome relationship building with your patients.
Carrie Webber: [00:17:11] So I love this.
Carrie Webber: [00:17:13] So I am gonna do some more episodes withDr. Sinclair coming up soon and so but this one’s so great communication really is key to building that trust and value with the patients and helping them get on a path to health and stay healthy and be loyal long term members of your patient family. So that’s the goal.