Take inventory every six months. As part of your program to control overhead, pay attention to the supplies you have on hand. Many practices end up with supply closets full of materials they don’t really need… or run out of essentials because they had no idea of their inventory. Avoid overages, shortages and waste by counting inventory semi-annually.
Friday Freebie: Download Dr. Levin’s free whitepaper,“ Increasing Production with the Right Systems,” by clicking here.
Understand that small things count. Whether it’s minimizing waiting time, offering bottled water or providing Wi-Fi, go out of your way to make patients feel welcome and comfortable at your office. One way to set you and your practice apart is with those small, personal touches that people understand and appreciate. This type of customer service leads to more word-of-mouth referrals.
Additional Resource: Watch Dr. Levin’s video, “The New Patient Experience – How To Impress The New Patient,” by clicking here.
Advice for the Dentist – Educate, don’t criticize. When providing feedback, don’t chide the team member, but rather focus on how the employee, office and doctor can all do a better job of working together. With this approach, the emphasis is on how to build a more effective team and practice rather than shining a light on individual shortcomings.
Whitepaper Wednesday: Check out Dr. Levin’s whitepaper,“ A New Method of Evaluating Dental Staff,” by clicking here. Save 25% with code TOD25.
Don’t assume your practice can’t increase production. Does a fast runner think it’s impossible to run any faster and just accept the status quo? The answer is “no.” The best runners are those who search for new ways to improve performance. They don’t settle. Neither should your practice.
Training Tuesday: Watch Dr. Levin’s video, “The Danger of Low Production,” by clicking here.
Realize the power of scripting. Knowing what to say greatly enhances every interaction with patients. Use staff meetings to review and role-play training scripts. Scripts make everyone more confident answering patient questions and addressing concerns.
Management Monday: Check out Dr. Levin’s whitepaper,“The 9 Areas of Expertise: Scripting,” by clicking here. Save 25% with code TOD25.
Advice for the Hygienist – Stay familiar with all practice services. You probably spend more time with each patient than anyone else in the practice… and you see conditions that various dental services would improve. As you interact with patients in your chair, educate them about how services available at your practice can improve their smile.
Friday Freebie: Watch Dr. Levin’s video, “The New Hygiene Appointment,” by clicking here.
Be prepared for questions and objections. If patients are going to spend time and money on recommended treatment, they will understandably want to know more about what you’re proposing. Anticipate questions and objections—prepare to address them enthusiastically and thoroughly. Many patients will have similar questions. Be ready with scripted answers to the most common inquiries.
Additional Resource: Check out Dr. Levin’s whitepaper,“The 9 Areas of Expertise: Case Acceptance,” by clicking here. Save 25% with code TOD25.
Advice for the Dentist – Design all treatment rooms to be uniform. The more similar treatment rooms are, the more efficiently you and your team can work as you move from room to room. Why? Your staff will know exactly where equipment is located. When people don’t have to adjust to different set-ups, they are able to work much more efficiently.
Whitepaper Wednesday: Check out Dr. Levin’s whitepaper,“CEO’s Make Decisions Quickly,” by clicking here. Save 25% with code TOD25.
Update your practice website. Many people will judge your practice—at least initially—by your website. If it looks unsophisticated, functions poorly or contains obviously outdated information, it will create a bad impression and may turn away referrals and prospective patients. Hire a professional to upgrade your website’s appearance and functionality, and designate someone in the practice to keep updating and adding new content.
Training Tuesday: Watch Dr. Levin’s video, “The Importance of Branding,” by clicking here.
Answer the phone… the right way. Every team member should be pleasant, sound enthusiastic and demonstrate a desire to be helpful when picking up telephone calls. Callers need to be treated as if they are the only people in the world the practice serves. For prospective patients, this first impression sets a standard of caring and customer service that plays a major role in building patient loyalty.
Management Monday: Check out Dr. Levin’s whitepaper,“What Can Dental Practices Learn from the Ritz-Carlton?,” by clicking here. Save 25% with code TOD25.