Get the schedule right. The schedule affects nearly every aspect of practice operations. Poorly constructed schedules lead to chaotic results—frustrated parents and patients, cancelled appointments, …
Watch for ways to collaborate with team members.
Watch for ways to collaborate with team members. In a well-run practice, each team member’s individual responsibilities are clearly spelled out. Yet there are always opportunities for staff members to …
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Make parents and patients feel like they are part of your oral healthcare team.
Make parents and patients feel like they are part of your oral healthcare team. Use “we” instead of “I” during parent and patient interactions. Treat parents and patients as the center of everyone’s …
Advice for the Pediatric Dentist – Give credit where it’s due.
Advice for the Pediatric Dentist – Give credit where it’s due. Everyone on the team should acknowledge who has come up with a good idea… but it’s especially important for you to do so. As practice …
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Advice to the Marketing Coordinator – Reach out to pediatricians and their teams.
Advice to the Marketing Coordinator – Reach out to pediatricians and their teams. Regular visits to drop off educational information and promotional brochures for parents, as well as occasional …
Eliminate inefficiencies.
Eliminate inefficiencies. Eventually, even the best practice systems develop bottlenecks that reduce efficiency and increase stress. That’s why all systems should be replaced—not merely tweaked—every …
Strive for “WOW” customer service.
Strive for “WOW” customer service. Parents and patients will recommend your practice only when you provide them a great experience. If the customer service is mediocre at best, parents and patients …
Performance Target: Keep 98% of all patients scheduled at all times.
Performance Target: Keep 98% of all patients scheduled at all times. Start with scripting to make sure parents don’t leave without scheduling their child’s next appointment. Follow-up in 24 hours with …
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Advice for the Pediatric Dentist – Behave like a CEO every day.
Advice for the Pediatric Dentist – Behave like a CEO every day. As the practice leader, you can have a profound, positive effect on team members if you: Come to the office energized Greet team …
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Advice for the Pediatric Dentist – Make business education a priority.
Advice for the Pediatric Dentist – Make business education a priority. The Great Recession and its aftermath have ushered in a host of permanent changes that have forever altered the dental …
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Reduce no-shows and cancellations.
Reduce no-shows and cancellations. Truly satisfied parents have a high level of trust in the practice and are more likely to not only keep their child’s appointments but also be on time. Examine …
Look at the practice from the parent and patient viewpoint.
Look at the practice from the parent and patient viewpoint. Team members should both read over scripts and “act them out” or role-play. This training process reinforces important practice information. …
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