When things go wrong, maintain composure. There will be the occasional bad day, difficult patient, wrecked schedule, or sick staff member… all of which increase stress. In the face of adversity, …

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Follow up with patients who don’t schedule. Keeping hygiene patients scheduled is critical to practice success. When patients don’t schedule at the end of an appointment, the team should follow up as …

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Communicate better as a team. While being polite and professional is essential, positive communication goes much further than that. An office trying to handle a busy day can become demoralized if just …

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Advice for the Marketing Coordinator – Create a multi-strategy marketing plan. To be effective, a marketing program for your practice should include at least 15 distinct, ongoing strategies. Include a …

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Make patients feel like part of the “practice family.” To make patients feel more welcome and comfortable at your office, substitute the word “we” for “I” in conversations with them. Also, give …

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Welcome change. As the business of dentistry continues to evolve, practices are looking for ways to make improvements in both clinical and administrative areas. Rather than clinging to the way things …

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Advice for the Dentist – Encourage every team member to know the top three benefits of every service. Staff training should include teaching everyone what services the practice offers and the top …

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Advice for the Front Desk Team – Educate patients about the dentist. The more patients know about your practice, the easier it is to create confidence in the care they will receive. A good place to …

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Help patients maximize their dental insurance benefits. Thoroughly educate all patients about insurance benefits. Many patients fail to “max out” their coverage for dental treatment each year. When …

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Show appreciation for your co-workers. Most people want to be recognized. This can be as simple as just saying “thank you” after another team member helps you with a patient. It’s easy to take fellow …

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Use “power words” during interactions with patients. Superior customer service depends on providing patients a positive experience. One of the best ways to create such an experience is to eliminate …

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Promote cosmetic dentistry. Doctors and hygienists should mention cosmetic services to patients, using brochures and visual aids to create interest. Internal marketing activities—special promotions, …

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