February 21, 2017
Office staff often have more interaction with patients than dentists outside of appointment time. This represents an opportunity to improve the overall patient experience, and we have some tips to help you achieve this.
Project a professional image. How office staff interact with patients is critical, but so is the visual impression they make. Having a dress code, uniforms or logo wear for your practice can help. Make sure that aside from clothing, staff also keep their work areas tidy and free from clutter.
Create a consistent greeting. Have all staff answer the phone with a standard, friendly greeting…and remind everyone to “put a smile in their voice.”
Use good phone etiquette. Calling patients to confirm appointments and to schedule recall appointments may seem mundane to staff members, but it’s an important chance to connect with patients. Encourage staff to be polite and friendly while speaking slowly and clearly.
Give a warm welcome. Ask staff to greet each patient promptly with a pleasant, personalized greeting and a smile when the patient arrives. Using the patient’s name in the conversation shows care and attentiveness.
Connect with patients on a personal level. Office staff should try to get to know patients by asking them politely about their families, travel or other interests. Building relationships helps to keep patients connected to your dental practice and its individual staff members.
The dental business is becoming increasingly competitive, which makes retaining clients more important than ever. Dental office staff can help to strengthen the positive relationships that dentists nurture with their patients while contributing to an overall great patient experience.
The combination of running a business and your life and preparing for tax time can drive some people into a slight panic. But no need to get stressed if you are prepared. Now is the time to start organizing all documents required to file your tax return.
Like the old paraphrased saying goes: In this world, two things are certain—death and taxes. The recent federal tax overhaul changed a lot of rules, so it’s as important as ever to understand your tax obligations, including those on Social Security benefits.
As we close in on another year, we want to take the time to thank each and every one of our clients for your loyalty to not only our firm, but to our team of unique individuals. We like to believe that we are all more than just advisors and clients, but friends...some might even say family. So, from our crew to yours, we wish you and your entire staff and family a very healthy, safe and prosperous holiday season.