Great Customer Service Tip #1: Greet every parent and patient with enthusiasm. Give every parent and patient an enthusiastic greeting every time they come in and tell them how much you appreciate …
What if a team member made a mistake yesterday?
What if a team member made a mistake yesterday? Team members, just like dentists, will make mistakes. The key is to address it immediately in a friendly manner and improve the situation for the …
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The office manager must run all non-clinical administration of the practice.
The office manager must run all non-clinical administration of the practice. Doctors need to get back to being doctors. If they are not spending 96% of their day chairside or directly involved in some …
Everyone has to follow the systems.
Everyone has to follow the systems. We periodically meet team members who simply refuse to follow systems that were put in place by the doctor or his or her consulting firm (with significant …
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Organize your practice.
Organize your practice. If you don’t know exactly how your practice runs or what results you’re getting, you need to implement management systems ASAP. …
Give every patient a compliment every day.
Give every patient a compliment every day. One of the great Roman Emperors said that he had never met a person that didn’t feel better after a compliment. This holds true centuries later. …
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Patients don’t like to wait.
Parents don’t like to wait. If you are continually running behind, even 10 minutes, parents will not be happy. …
Practice income is your key performance indicator (KIP).
Practice income is your key performance indicator (KIP). If your practice income is not increasing by at least 5% per year, then you need to strategize. Increasing by 5% will barely help you keep you …
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Clean up your office.
Clean up your office. Spring is around the corner. Now is the perfect time to go through your office and dispose of anything you don't need. …
Don’t get sold on something you don’t need.
Don’t get sold on something you don’t need. Every salesperson wants to make money, and that is the way it should be. However, it also means that they are very good at selling you things whether you …
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Don’t just do the easy thing.
Don’t just do the easy thing. Over many years of working with thousands of clients, we have found that simply doing the easy thing often fails. For example, it is easier to write a check for referral …
Let parents know how well things are going.
Let parents know how well things are going. Dental hygienists should take the time to let every parent know that their child is receiving excellent care. Since treatment was provided by a doctor, …
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