First impressions are critical in personal and professional situations. After all, you never get a second chance to make another first impression. Therefore, your front desk staff must be prepared to make a good first impression when greeting new patients. Since the front office employees typically are the primary contact for patients, proper etiquette is crucial to the success of your practice. Bryant Consultants understands the importance of first impressions and how it could impact your overall bottom line. Sometimes you are not sure if your office is providing top-notch service, so Bryant Consultants is sharing how to tell if your front desk employees need training.
Is your front desk staff trained?
As new team members join your practice, it is important to ensure they are trained for varying situations that they may encounter with patients. It may seem difficult to prepare them for every situation, which is why ongoing training is a must. Also, establish a simple and efficient way to help your front desk staff handle complex situations by developing a handbook that contains different scenarios, and how best to respond. The handbook must be kept at the front desk for easy access and updated regularly to maintain staff training, so they provide outstanding customer service.
Does your front desk staff have strong interpersonal skills?
Interpersonal skills involve both verbal and non-verbal communication. When a staff member communicates well while speaking, they may struggle with other factors such as manners, problem-solving abilities, or listening.
As you notice areas that need improvement, speak with your staff member, and encourage them to work on those skills by offering:
- Training by staff members who excel in those areas
- Educational material such as a website or book
- Personally provide guidance through concrete examples showcasing when, where, and how those skills should be used when working with patients
Does your front desk staff exhibit proper phone etiquette?
First impressions are not only made as patients arrive at your office, but also made through the telephone. When a new or established patient calls your practice, they expect the same quality customer service as if they were standing at the front desk. Just as you smile when greeting a guest walking through the door, smiling while answering the phone creates a positive experience for the patient. In addition to your front desk staff, all staff members should be cross-trained on phone etiquette in the event the front desk is too busy to answer the phone or a front desk staff member is away from the desk. Cross-training will provide excellent customer service to your patients no matter who answers the call.
Is your practice a great place to work?
Although this may be a loaded question, it is a simple one to answer. Most of the time, the attitude and work performance of your staff can indicate the state of your office environment. Keep in mind, patients often notice when staff members are unhappy or upset about their job or the practice. Therefore, take a pulse of your practice by speaking with your staff members regularly to find out their thoughts on problems or concerns that need to be addressed. Then, take some time to get to know your staff on a more personal level through team-building exercises, taking them to lunch, or setting up one-on-one conversations with each staff member to learn more about them. Lastly, remember to reward your team for their hard work and dedication as it will impact their motivation, productivity, and dedication to patients and your practice.
Dental Practice Consulting Services
Running an effective and efficient business can be challenging. However, with the proper staff utilizing the appropriate skills, your practice could thrive. If your business is struggling and in need of guidance, feel free to contact Bryant Consultants by calling (877) 768-4799 or request an appointment.
