Costly mistakes can happen in the first 10 seconds of a phone call to your practice. All front office staff need to be aware of forbidden phrases when communicating with patients. Patient retention in most practices is low, the back … Continue reading
If you have a staff problem, it turns into a system problem. And vice versa. If you have a training problem there’s a good chance it will turn into a staff problem. Now, you have two things you have to … Continue reading
I think we all agree that broken appointments are not good for the practice. Through our investigations into the causes of broken appointments, we’ve discovered many times they could have been avoided if the practice had been more proactive. It’s … Continue reading
Successful hiring of staff and selection decisions are the foundation of all productive dental practices. It’s unfortunate that the hiring process in many practices has become a gamble at best. The applicant looked perfect, but when it came down to … Continue reading
As part of our office management training, I go over several verbal skills on telling patients and staff an employee has left or has given notice. Here are a few. When a patient asks about a past employee: “Samantha’s last … Continue reading
The most successful practices have incredible teams. Your staff set the tone of the practice. They create the energy in the office; they affect everything in the environment: patient retention, referrals, collections and your happiness. I often hear from practice … Continue reading
As I share how actions and words of the dental team may increase or prevent cancellations, I can’t leave out this one on breaking agreements with patients. I see practices calling patients to move up their appointments as they try to … Continue reading
As we evaluate broken appointments and track down exactly what was done prior to the appointment day, what was said and what was left off, we see that many of the broken appointments should have never occurred. Most could have … Continue reading
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