I’m Looking Through You

Question: Have you ever had a patient come in and tell you a negative or dramatic story about a past dental experience? Answer: Of course you have. First of all, as a dental office employee, I’m never going to allow someone to verbally attack another dentist or office.  It’s not professional or productive. Not only that, but I’m only hearing their version, and there are usually 3 sides to every story. I’ve learned that a … Read More

I’ve Just Seen a Face

Dental patients, who don’t already have an established office, often start calling random offices when they need an appointment. It’s up to the front desk to stand apart from other offices, so that the caller feels comfortable and schedules an appointment. Making an impression over the phone can be difficult because we can’t see the phone callers body language, we can’t look in the patient’s eyes, nor we can offer a reassuring handshake. Over the … Read More

Let’s Give Them Something To Talk About

A lot of people stress the importance of having clear communication. Clear communication is great, sure. But what exactly is it? As the office manager, I spend my day relaying information. I am the liaison, the messenger, between everyone.  There are countless number of people who come in contact with this office everyday, and it’s my job to stay on top of them all. I have to get a lot of things done correctly, the … Read More

That’s NOT OK!

True Story. Here’s an actual phone conversation I had with a patient earlier today. Me: Good Morning Dr. Fryer’s office. This is Missy, how can I help you? Patient: Hi Missy. This is Michelle and I had an appointment this afternoon… OK, let’s stop here for a second. The patient called this morning and I notice that she says she “HAD” an appointment. Right away, my brain recognizes that this patient is trying to call … Read More

Mind Games

Patients break dental appointments for many reasons. In order to better understand the solutions to this problem, let’s better understand a dental patient. For a variety of reasons, only a fraction of the American population visit the dentist on a regular basis. Most people only go when there is an immediate dental need. Unfortunately, many Americans do not place value on their dental care and will most likely allow other expenses (vacations, big screen TVs, … Read More