Dental Front Desk Attentiveness Alert
Dental front desk attentiveness is an essential in superior patient care. So, as we continue to work our way through June, let’s visit this topic a bit! And perhaps begin with a definition. What do I mean by the word “attentiveness”? For me, this is a two step process.
- Presence in the “NOW”
- Emotional Intelligence
Presence in the now is just that. My thoughts focus solely on the personal interaction before me. And although I may see or hear a distraction, I have clarity. Although I might acknowledge another with a smile and a nod, I am on task. Unless of course, a true emergency presents itself. But for the most part, I am here in the moment.
Emotional intelligence is a concept to explore a little more. And we shall. But for now, suffice it to say, this is the ability to relate to others. And especially to those who display frustration or discontent in some fashion. Those of you who work with me via video hear this from me often. “Find a way to align yourself with your patient.” or “How can you align yourself with your patient and team member in this situation?”
Customer Service Begins Within
As I continue to share on customer service this month, let’s journey inward. Because we can only display the abilities we possess. However, each day and personal interaction brings us new opportunity for practice and growth! So, let’s remember to acknowledge and embrace these opportunities. And rather than dread of a particular situation, to greet the situation a bit more openly. Perhaps with a new set of eyes. What am I to learn here?
We spend a great deal of time with our work families. And in dentistry, we are in the people business. Without people in our practices, we have no business. How do we bring more people and enjoy our days more? Simple. Very very simple! Change. Change our thoughts and attitudes about what is happening around us. And accept that our personal interactions with team members and patients is a work that begins within our own minds. We do have some control over that! And let’s commit today to giving it the best we’ve got! And I promise, you’ll reap great reward!
Dental Front Desk Attentiveness With Systems
Begin with the basics. Get the routine down first. It’s really a simple daily routine I extend to you here. My Weekly Management Systems guides you through each work day. Master the science of scheduling, confirmations, treatment presentations, calculating dental benefits, and collections. That sounds huge, but you can do it all well. With consistent effort, within 90 days, you will see positive results.
Better yet, in less than a year, you’ll be on auto-pilot. And a year from today, you’ll be in a much stronger place in your dental practice!
How Do Systems Help?
Solid training and business systems improve our customer service abilities. This is because we know what to do with the task at hand. Thoughts are not on “what do I do now?”. And our thoughts can then move to “How can I help here?” And that’s exactly where we want to be! A brand-new team member has to learn where things are and what to do. And for a period of time, this is quite consuming. But then we elevate to a new rung on the ladder.
This new rung on the ladder is more people focused than task oriented. And this is where our days become more fun! Or not!! Remember, it begins within. Our customer service systems have roots within each individual team member. And then branch out to the team members, our patients, and our potential patients. We want to also keep in mind that every single person we meet is either a patient or a potential patient. Even our mail delivery and parcel delivery person need dental care!
Customer Service Philosophy
What is your customer service philosophy? This is a great team discussion! As a dental team leader, let’s open this dialogue. As dentists and practice managers, we display our customer service philosophy with actions. But do we have a written philosophy? Something concrete that we want our team to know about our beliefs? Perhaps begin with something like this:
“Dr. Brown and our dedicated team strive to provide each patient with superior dental care and a positive experience with every office interaction.”
Consider writing and sharing your customer service philosophy with the team. And then, begin to grow and implement the philosophy as well. There are tools here for you to begin the journey.