Dentaltown June 2019 - 98

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If there's an opportunity to begin
treatment on the same day, this is a
great way to ease patients into their
treatment and help them commit to
completing treatment.
All of these areas are ways that staff
can become more engaged in their roles
in helping patients to accept the treatment
that they want and need.

Follow-up
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98

JUNE 2019 // dentaltown.com

Your online reviews should help
potential patients set their minds at
ease, knowing they'll be taken care
of. Staff should be asking patients for
reviews or letting them know they'll
receive an email asking for feedback.
Your website should help viewers feel
like they get to know you and your
staff a little better. Do away with
the stock images and replace with
nice pictures of you, your family and
your staff.
During first-time phone calls, staff
should let new patients know, "You've
chosen the right practice. You're
going to love Dr. Williams."
Patients need to be greeted warmly by
staff when they first enter the practice.
Pleasant smells are a nice change
from the normal "dental aroma"
people have come to expect from
dental practices.
Staff should do their best to call
patients by their names, get to know
them, and find out their cares and
concerns involving dentistry. Before
the dentist enters the room, staff
should reassure the patient, "Have
you met Dr. Williams? You're going
to love him. He's easygoing and will
take great care of you."
After the treatment plan is presented
and accepted, staff can help by asking
what other questions or concerns the
patient may have. There are many
times patients are more open with
staff members than they are with the
dentist.

Training and setting up systems is
often the most difficult and time-intensive
part of building an exceptional practice.
But following up with your team is just as
important. At the end of a meeting, decide
on a timeline to meet again and discuss
progress. Ask your team members to keep
notes of what went well and what if anything
could use some modifying.
Remember that an important part of the
follow-up is pointing out successes. Make an
effort to commend team members when they
do what they were trained to do. Mention
successes that came as a result of following
the new systems. Doing these things will
keep staff motivated and feel excited about
their adherence to their training.
And lastly, if you do these things and
are not seeing changes from certain team
members, it's time to let them go and replace
them with employees who will help you
reach your goals. This is an extremely
difficult step but a critical one. Retaining
second-rate employees will slow the growth
of your team, your practice and your ability
to provide the greatest care for your patients.
Believe me, I wish there were some magic
pill that could be used to get results, but it
comes down to improving our leadership
skills and teaching our team what we expect.
Making suggestions is not enough; we must
set clear expectations and then follow up.
So, take some time and think about
your satisfaction with your team and your
patients' perception of your practice. Where
can you improve? How can you step up and
take your team to the next level? Putting
in the effort now will make things easier
in the future, and pay you dividends over
and over again. ■


http://www.dentaltown.com

Dentaltown June 2019

Table of Contents for the Digital Edition of Dentaltown June 2019

Dentaltown June 2019 - Intro
Dentaltown June 2019 - Cover1
Dentaltown June 2019 - Cover2
Dentaltown June 2019 - 1
Dentaltown June 2019 - 2
Dentaltown June 2019 - 3
Dentaltown June 2019 - 4
Dentaltown June 2019 - 5
Dentaltown June 2019 - 6
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Dentaltown June 2019 - Cover3
Dentaltown June 2019 - Cover4
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