Address others by name. Everyone likes to hear the sound of his or her name. When you’re addressing others, use their names during the conversation. The best way to grab people’s attention is to call …
Make use of role-playing.
Make use of role-playing. Team members should read over customer service scripts and “act them out” or role-play. This training process reinforces the right messages and helps staff members see the …
Advice for the Marketing Coordinator – Connect with staff at referring practices.
Advice for the Marketing Coordinator – Connect with staff at referring practices. By visiting their offices, learning their names and building rapport when speaking on the phone, you can strengthen …
Enforce scheduling policies.
Enforce scheduling policies. When parents call to cancel at the last minute, employ a pleasant script emphasizing that they need to rethink cancelling the appointment. People are busy, but they can be …
Advice for the Pediatric Dentist – Assign responsibility for each performance target.
Advice for the Pediatric Dentist – Assign responsibility for each performance target. Every target must be “owned” by the doctor or a staff member. While practice leaders obviously shoulder ultimate …
Encourage online reviews.
Encourage online reviews. Research shows that more than 90% of consumers said they consulted online reviews before purchasing a product or service. Getting positive reviews on websites like Yelp, …
Keep contact information current to reduce no-shows.
Keep contact information current to reduce no-shows. Update patient records frequently. Remove any disconnected phone numbers and bad email addresses. During their next visit, ask parents for current …
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Work with other team members for smoother “hand-offs.”
Work with other team members for smoother “hand-offs.” Usually, where your work ends, someone else’s begins. These “hand-offs”—when patients, tasks or procedures are transferred to other staff …
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Create a systems manual.
Create a systems manual. Up-to-date documentation for all systems should be gathered together in one place—a systems manual. This is an essential reference for the entire pedo practice. Among other …
Advice for the Pediatric Dentist – Have a sense of humor.
Advice for the Pediatric Dentist – Have a sense of humor. No matter how well-run, all practices have their share of tough days. Things go wrong. Team members call in sick. Procedures take longer than …
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Dress professionally.
Dress professionally. It’s important that parents believe that your practice meets the highest professional standards, and the right wardrobe will help create that impression. By maintaining a …
Be as specific as possible when speaking with parents about appointment times.
Be as specific as possible when speaking with parents about appointment times. Avoid statements, like “Come in around 2:00.” For parents, this means that you have given them permission to show up …
