While practice management can be complicated, there are some very simple solutions that can help build successful practices. An extremely simple one focuses on the phone. Does your office phone always get answered? Before you answer this question, think about it. You run a very busy dental office. Can you truly say that your phone gets answered every single time?
Develop a script. A simple script for patients being serviced at the front desk could be this:
“Mrs. Jones, pardon me for one moment. I would like to answer this call and then I will either place them on hold or call them back so that I can continue taking care of you.”
Clear communication like this, paired with a positive attitude, allows a path for the phone to be answered and go a long way toward making everyone happy.
Don’t forget to make it fun. Offer the front-desk staff a fun prize if they answer the phone 100% of the time and trust them to be the judges as to whether that occurred. The prize could be a manicure or dinner at a fun burger bar. It’s a positive, enjoyable commitment that will encourage your staff to work hard to get a great result.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
