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 …
Continue Reading about Keep contact information current to reduce no-shows. →
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 …
Continue Reading about Work with other team members for smoother “hand-offs.” →
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 …
Continue Reading about Advice for the Pediatric Dentist – Have a sense of humor. →
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 …
Don’t let morning meetings turn into something else.
Don’t let morning meetings turn into something else. Daily Business Meetings™ set the tone for the day. Unless well-structured, they can turn into a 10-minute discussion of what was on TV last night. …
Continue Reading about Don’t let morning meetings turn into something else. →
