Use job descriptions to educate and guide pedo staff members. New team members need to fully understand their position. Job descriptions should be clearly detailed, with all skills and …

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Don’t assume parents of prospective patients know how to get to your practice. In a world of smart phones and GPS devices, you may not think to give out directions to your office. But even with these …

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Advice for the Pediatric 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 …

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When conflict occurs, don’t escalate it. If you find yourself in disagreement with another team member, take a breath, step back and think through how you want to handle it. All too often, an …

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Always send confirmation reminders. Parents are extremely busy, and a simple reminder (email, text, or phone call) helps them to show up and show up on time with their child. Don’t settle for just …

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How to write a script (Part 2): Add value to the conversation. Use power words and benefit statements to create more value during interactions with parents. Power words generate a positive attitude, …

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How to write a script (Part 1): Identify the goal of the script. Is it communication, education, compliance or cooperation? With the goal in mind, write a topic sentence. This opening sentence should …

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Advice for the Pediatric Dentist – 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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One-Day Rule – Contact parents when their account is one day overdue. Many people are financially stressed these days. So, before they incur fees, tell them about their payment options. This will make …

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Create more value during the patient experience. In uncertain times, parents are looking at every dollar they spend. Concentrate on creating more value for your patients. Improve your customer …

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Advice to the Front Desk – Answer phone calls promptly. Allowing parents to wait on the phone creates an immediate impression of the practice—a bad one. Calls that are not answered quickly suggest a …

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Advice for the Scheduling Coordinator ­– Designate an overflow chair. For offices with enough space, the overflow chair provides an opportunity to schedule at approximately 50% the capacity of other …

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