That’s right Orthodontists, Dentists and even Hygienists… Your front office staff are providing the public with YOUR first IMPRESSION! I know college and residency don’t place a lot of emphasis on the business side of practices, especially the absolute importance of who your team is, but this area should NOT be overlooked.
The front staff (the team) will make or break you! Even if they answer the phone, make appointments, deal with the insurance, etc. the team is who sets the TONE of the office.
Everyone on the team (women… let’s be honest) need to get along. Phones and daily activities need to be done with a genuine smile. A smile is sensed through the phone and in everything done throughout the day.
ALL jobs and ALL professions are in sales. What I mean by that is, people have a choice! Patients are not required to go to any ONE doctor. And there is enough fear of any dental profession as it is. No need to add to it by having patients dread interaction or feel rejected, ignored or unimportant. They should always be made to feel “at home” or like they’re coming to hang out with friends they don’t see very often.
EVERYONE in the office should leave personal problems and drama of any kind at home. Once stepping foot in office doors, “Lights, Camera, Action!” People have enough drama going on in their own lives. They don’t need to be inundated by others drama, especially those who should be there to serve and take care of them. Because whether those people, or patients, are liked by the team or not… they’re PAYING for a service and an exceptional standard should be kept at all times.
Employees should be CAST for their position. Most positions on the team can be learned by on the job training. The ATTITUDE, or POSITIVE and RIGHT ATTITUDE, is really hard to train. If they have a great pleasant, positive attitude and are excited and willing to learn… THAT’S who should be hired and kept on the team.
Look at DISNEY. Disney has absolutely perfected the art of customer service and thriving in ANY economy. Their “guests” are always happy, made to feel special and leave with a positive experience.
Another of my favorite Team Builders is BOB FARRELL. He is creator of “Give em the Pickle!” Which is his reference to going the extra mile.
Practicing this high of standard will matriculate through the team and office! Everyone’s work life (which is where we spend most our “awake” time) and patients’ experiences will be more pleasant, enjoyable and excited to return! A better atmosphere and joy of even mundane tasks will take hold.
The best office teams are built when people are hired for the great attitudes and kindness they have. Most positions can be trained with “on the job” experience. The disposition of the person being hired cannot!
Article Source: https://EzineArticles.com/expert/Kerri_McCandless/2194283
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