Show patients that you care. As patients are leaving, the front desk coordinator should ask, “How was your visit today?” In addition to gathering valuable feedback… which will help you improve …
Use endo patient surveys to rate customer service.
Use endo patient surveys to rate customer service. At checkout, ask patients to complete a simple, anonymous survey about their experience at your practice. This feedback will reveal your strengths …
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Deliver “WOW” customer service.
Deliver “WOW” customer service. Surgical patients who have a very positive experience at your practice will probably tell others about it. They’ll praise you when talking to the doctor and staff at …
Don’t hesitate to ask for referrals.
Don’t hesitate to ask for referrals. Appropriate scripts help team members motivate more adult patients and parents to refer family and friends. For example, at the end of the appointment, the front …
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Scripting Tip – If possible, avoid saying “no” to patients.
Scripting Tip – If possible, avoid saying “no” to patients. When you say “no,” the only thing patients hear is that you aren’t going to help them. Instead of saying “No, we can’t see you on Tuesday,” …
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Start all cases within 7 days.
Start all cases within 7 days. Once surgical patients accept treatment, try to schedule them no more than one week later. Keep them waiting any longer and they may cancel… either because they’re …
Scripting Tip – If possible, avoid saying “no” to parents and patients.
Scripting Tip – If possible, avoid saying “no” to parents and patients. When you say “no,” the only thing parents and patients hear is that you aren’t going to help them. Instead of saying “No, we …
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Maintain the right balance of dentist and hygienist production.
Maintain the right balance of dentist and hygienist production. Experience shows that a 3:1 ratio is ideal. In other words, dentist production should be 75% of the total while hygiene accounts for …
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Create value for hygiene care.
Create value for hygiene care. How does your practice refer to the hygiene appointment? Do staff members call it “a cleaning” or simply “recall”? Neither term accurately describes the hygiene …
Try to fill the most difficult spaces in the schedule first.
Try to fill the most difficult spaces in the schedule first. Most people prefer appointments first thing in the morning, around lunchtime or at the end of the day. Offer patients the less popular …
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Exclude stress from your surgical practice schedule.
Exclude stress from your surgical practice schedule. Without a smart scheduling system, you’re probably creating unnecessary stress in your office. Rather than just filling openings in the schedule or …
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Use this 9-week follow-up with overdue patients.
Use this 9-week follow-up with overdue patients. Don’t let patients slip into inactive status. When a patient is overdue, initiate this “3 Threes” technique. Place a phone call (preferably to a cell …
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