Saying “You’ll have to ask someone else” sends the wrong message. You may not always know the answers to parents’ or patients’ questions, but you probably know who does. Rather than leaving it up to them to ask the doctor or another staff member the same question, take a proactive approach. Tell them you will find the appropriate team member with the answers they need. That kind of customer service makes people take notice.

Management Monday: Read a free excerpt from Dr. Roger P. Levin’s popular book, Management Scripts for the Orthodontic Practice. Go here and click on the “Read an Excerpt” button.