Emergency appointments should emphasize customer service. Suppose a patient in mild discomfort calls at 10 a.m. but the practice doesn’t have an opening until noon. If the patient is allowed to come …

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Display pictures of family members and friends around the office. Patients will feel closer to the doctor and team members if they get glimpses into your personal lives. Family portraits, snapshots …

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Advice for the Endodontist – Replace outdated computers and software. Technological innovation moves at an increasingly accelerated pace. Trying to get by with 10-year-old computers or software is …

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Don’t be drawn into emotional confrontations. When dealing with an unhappy patient, stay focused on the issue at hand. If the patient criticizes you personally, don’t respond in kind. Calmly restate …

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Prepare a systems operations manual. Prepare step-by-step documentation of all practice management and marketing systems. Then, in addition to using it as the basis for scripting and training on …

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Turn implant patients into “brand ambassadors.” Give these patients 1–3 certificates that will entitle the bearer to a free implant examination, including radiographs, at no-cost. Invite your patients …

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Financial Advice for the Endodontist: Sign all checks for at least six months. To get a clear picture of practice overhead, try the hands-on approach. By reviewing and signing checks for all practice …

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Back up computer data offsite. To avoid a catastrophic loss of vital information, back up your practice data, including patient files, at a safe, remote location. You may be able to use an external …

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Understand that emotions play a big role in the decision to get an implant. Decisions made by patients about getting root canal therapy are driven by the fact that the patient needs treatment. If you …

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Advice for the Endodontist – Provide a professional development plan for each team member. Create a multi-year CE plan for each team member, based on the individual’s current skills and goals, as well …

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Advice for the Practice Owner – Appoint more than one staff member to handle finances. Reduce the opportunity for a team member to falsify accounts by having more than one person working on practice …

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Advice for the Front Desk Team – Make the first phone call count. When a new patient calls, quickly make them feel like they’ll be in good hands at your practice. With excellent scripting, you can not …

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