We all know how frustrating it is to have canceled, broken appointments, or no-shows on your schedule. The Problem: From speaking with hundreds of dentists and team members each year, we know that cancellations are one of the biggest, if not the biggest, issues...
We've been talking recently about monitoring your practice's performance. Taking a close look at different practice data - payroll, overhead, production, case acceptance, etc - yields what practice managers, coaches, consultants, and others call Key Performance...
Most businesses, especially small and medium enterprises (including private dental practices) are still feeling the effects of poor dental staff training. In such circumstances, most businesses focus on survival and reduce funding to anything that seems non-essential....
Although a potential patient may discover your practice through the internet or personal contact, most prospective patients will get in touch with your dental office on the phone. Your receptionist will have to manage the appointments of existing patients through the...
Many dentists believe that all their revenue problems lie with case acceptance. But there is an interesting financial reality that parallels the patient journey from first contact through case presentation, case acceptance, treatment and follow-up. Essentially, there...
Training mistakes to avoid include a reliance on the two "S Words." The first word is “selling.” Selling mean to impose on someone to have them to do something you want. Good at business? A focus on manipulating a patient is a losing proposition. Yes, as a dentist you...
A critically important challenge for a dental practice is banishing broken appointments. There is nothing more insidious than a patient failing to show up. When you combine the time and energy spent preparing for the appointment with the inability to recover the lost...
I think that it is safe to say that most people - especially dental patients and team members - have a less-than-ideal relationship with dental telephone scripts (dental phone scripts). How many times have you called a company and the agent who answers sounds a bit...
I finally got around to writing a blog post that reflects my experience with dental receptionist training – the good and the bad. Setting the Stage So, to provide some context, Alex Nottingham is my husband and founder and CEO of All-Star. I am the co-founder and VP...
When patients call your dental office, the first point of contact they have is with the person who answers the phone, which is why dental front office training is so important. The dental phone greeting sets the tone for the call and will help make your company look...
When I evaluate front office teams on their new patient calls, one issue really stands out: phone silences. The amount of awkward, dead-silence moments between the team member and the potential patient caller is surprising and concerning. If this happens in your...
A dentist in our training program asked a very common question recently about new patient phone calls. I wanted to answer it publicly so everyone can benefit from the response. The Question about New Patient Phone Calls: Question:...
"The five-star reviews are rolling in and the phones are ringing off the hook!" - Dr. Jennifer Wayer
1. Get QUALITY patients without selling
2. Banish broken appointments
3. Reduce turnover by 25%
