Initiate training with scripts. The best way to learn scripting is to practice using it… beginning with role-playing. In special or monthly staff meetings, some team members play the role of patients …
Advice for the Dentist – Have a disaster plan in place.
Advice for the Dentist – Have a disaster plan in place. You may never encounter disaster in your practice. However, you should be prepared for it. To minimize the impact of a disaster, a recovery plan …
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Learn to limit time-consuming chats with other team members.
Learn to limit time-consuming chats with other team members. Inevitably, there will be times when a fellow team member wants to talk but you need to get something done. How can you cut off the …
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Handling patient complaints.
Handling patient complaints. Listen to what is being said and what is not being said. Ask patients what the desired outcome is. Offer alternatives to address the situation. The sooner you can resolve …
Appoint more than one staff member to handle practice finances.
Appoint more than one staff member to handle practice finances. Reduce the opportunity for a team member to falsify accounts by having more than one person working on practice finances. Never let the …
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Advice for the Hygienist – Build value for new patients.
Advice for the Hygienist – Build value for new patients. You will be spending more time with them than anyone else. Take a few minutes to learn about new patients as well as inform them about the …
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Advice for the Dentist – Keep the lines of communication open.
Advice for the Dentist – Keep the lines of communication open. Every six months, have an informal conversation with each team member about where she is in her career path. Where does the dental …
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Share credit.
Share credit. We all like to be recognized for good ideas, and we all dislike people who take credit for others’ thinking. Keep track of the ideas and suggestions expressed by teammates. If you end up …
Always send confirmation reminders
Always send confirmation reminders. Patients are extremely busy, and a simple reminder (email, text, or phone call) helps them to show up and show up on time. Don’t settle for just calling home phone …
How to write a script (Part 2): Add value to the conversation.
How to write a script (Part 2): Add value to the conversation. Use power words and benefit statements to create more value during patient interactions. Power words generate a positive attitude, and …
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How to write a script (Part 1): Identify the goal of the script.
How to write a script (Part 1): Identify the goal of the script. Is it communication, education, case acceptance or cooperation? With the goal in mind, write a topic sentence. This opening sentence …
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Advice for the Orthodontist – Hold effective staff meetings.
Advice for the Orthodontist – Hold effective staff meetings. Every practice needs to create opportunities for departments to work together and exchange ideas. Daily Business Meetings™ (morning …
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