Back office greatness

Last week we focused on what great customer service looks like in the front office. This week we’re going to focus on providing fantastic customer service in the back office. As soon as patients come back to the room, it is important to have a polite conversation with them. Ask them how they are doing, their plans for the weekend and about their job.

      Once the patient is sitting in the chair, sit down facing them. It should be eye to eye contact and ask them if they are having any pain or problems. It is suggested to have the conversation eye to eye in order to show respect for the patient. If you are fiddling with other things or are doing things on the computer it demonstrates a lack of caring abou the patient. When the patient is letting you know about any problems they are experiencing use empathetic listening. Nod, to demonstrate listnening and restate what you think they are saying in order to clarify.

      Once the doctor steps into the room, rephrase what the patient told you infront of the patient. You don’t want them to think that you are having a private conversation about them. You also don’t want to misrepresent the problem that the patient is having.

      If the doctor is running behind, let the patient know how far behind and make sure they are able to continue to wait for the dentist. People’s time is valuable and you want to make sure that they know they are going to have t wait for the dentist and about how long it is going to take. Patients are asked to show up early to respect the office’s time, show them the same respect.

Once the appointment is over and the patient is finished, make sure to let them know when they are needed back to the office.  Something as simple as asking if they need anything else and thanking them for coming in can be the difference between them coming back or going to another dentist.  

You don’t have to have all the answers

Situations of various natures arise in our day-to-day business. However, you don’t have to always be the one with the answers, but you may also need to create the right questions in order for others to be able to think through everything and create the next solution.

In today’s society it can be easy to want to give the team the answer and move on. However, if you do this what happens on days you’re not there? Or when you can’t answer a question right then and there? The front office needs to be able to handle problems for patients without having to ask you. Back Office needs to be able to problem solve with patients while you are busy completing other tasks.  Teach your team to think for themselves by practicing the following activities:

1.     Complete role-playing activities for individuals to problem solve and practice dialogue.

2.    Ask questions instead of always giving the answer

3.     Create written policies that staff can easily access

4.   When something doesn’t work, take the time to reflect on why through asking questions and analyzing as a team

5.    Create solutions not more problems

Great teams take effort. Take time to work on your practice regularly to build quality communication and strengthen your results. For more information and to read other articles, please visit us at www.saltdpm.com.

Inspiring Employees

How do you inspire employees? 

Eighteen hundred years ago, Patanjali – the author of Yoga Sutra – had this to say about inspiration: “When you are inspired by some great purpose, some extraordinary project, all your thoughts break their bonds: Your mind transcends limitations, your consciousness expands in every direction, and you find yourself in a new, great, and wonderful world. Dormant forces, faculties and talents become alive, and you discover yourself to be a greater person by far than you ever dreamed yourself to be.”

       Owning your own business is  no easy task. 

How can you make it better for you and your employees? It starts with inspiring them. Well how do you do that? Five ways to help inspire those around you.  

First: Recommit to your vision and mission. It is very important that you believe in what you are doing. If you are burned out, tired, moody and don't believe you can achieve, then those around you won't believe it either. Those who share in a common goal will work to achieve that aspiration.

Second:  Give positive feedback and constructive criticism.  When you appreciate your employees by giving compliments they will continue the behavior you want to see.  Talking to an employee about something they need to change can be difficult, but if you do it with respect you will help inspire them to achieve all that they are working towards.

Third: Put people in position where their strengths shine. An employee who is not good at organization should not be kept in a position where that skill is crucial. People want to naturally succeed and when they are in a place where they feel they are not doing their best it only reinforces a defeatist attitude. Help employees recognize their strengths by placing them in positions where their strengths balance out the weaknesses of another.

Fourth: Train your employees, have others train and give individuals opportunities for trainings in the field when possible.  People are never finished and it is important to give employees opportunities to continue that growth. They will feel more valuable and in turn work to improve your business.

Fifth: Respect yourself, your employees and your patients. Do what you say you are going to do and hold yourself to the same standards you hold your employees to. Do not allow rumors, and negativity rule your business.

Inspiring employees allows your business to flourish.

For more ways to inspire employees see:  

20 ways to motivate your employees
without raising their pay
By: Dave Worman, Dr. Motivation

Follow us on Twitter

Like us on Facebook

Linkedin

http://www.saltdpm.com/

Thinking Errors that may be Destroying Your Office

THINKING ERRORS
Part 1 of 3

Thinking errors are thoughts and ideas that result from our inaccurate perception of reality. However, when we use thinking errors we are doing so on purpose. We use thinking errors in order to avoid taking responsibility for many different reasons. We actually convince ourselves that we are being honest and truthful when in actuality we are desperately trying to get out of, avoid, defend, and justify our negative thoughts and behaviors.

When you are finished reading over the following 40 thinking errors:

            1. List all of the most common ones you use.

            2. Break them down into your top ten and list them on the pages provided.

            3. Then write a personal example of how you use it and two ways that you can change this thought pattern.

1.  Anger:

This anger is not real. Rather it is used to control and manipulate others. When confronted, outrage, anger, etc., are expressed to divert attention to that instead of the original behavior.

Example:  Tantrums, aggression, retaliation and blaming.

Payoff:  The anger instead of the behavior takes center stage. The behavior that you did does not get addressed.

Consequence:  You alienate people from wanting to be near you because they don’t want to deal with you.

2.  Avoidance:

This is the belief that it is easier to avoid life’s difficulties than to deal with them. Avoidance is a way out of your obligations without having to say you will not be responsible for these things. Procrastination is a form of avoidance.

Example:  I’m going to make those calls as soon as I finish organizing my desk.

Payoff:  You do not have to take responsibility for being irresponsible.

Consequence:  You are irresponsible. People lose trust in you.

3.  Awfulizing:

This is the belief that it is unbearable when things do not go as you want them to. Anything that takes effort is awful. If something is awful you have the right to not bear it and to act out in any way that you want.

Example:  I’m unhappy with the way the schedule goes each day and let everyone know, including patients.

Payoff: You do not have to deal with anything that you label as awful. You do not have to be uncomfortable.

Consequences:  People avoid you because you complain so much.

4.  Binocular Trick:

You magnify or exaggerate the importance of positive qualities or events connected to other people and minimize your own attributes and/or achievements. You may do this for one of two reasons:

1.  To reinforce your internalized shame

2.  To awfulize your circumstances so that you can play the victim.

Example:  I really want to go to hygiene school, but I really can’t afford it.

Payoff:  You provide evidence to reinforce your descent into victim stance.

5.  Closed Channel:

One of the key tactics you employ to avoid change. An open channel is essential to good communication. Open channels have three components:

1) Self-disclosure                    2) Receptivity to feedback                 3) Self-criticism

Example:  Given your uniqueness you do not have to listen to what those “lesser” people have to say. You are perfect and any mistakes you make are really someone else’s fault.

Payoff:  You can keep doing what you want to.

6.  Denial:

A defense mechanism which we use to protect us from painful aspects of ourselves, others, and/or reality. Denial can be conscious or unconscious.

Example:  I didn’t forget to file the x-rays. I gave them to someone else to take care of.

Payoff:  You do not have to come to terms with things you do not like since they do not exist. You do not have to solve problems.

Consequence:  Molehills turn into mountains.

7.  Drama/Excitement:

The person using this thinking error will often describe things in a way to build them up in order to sound powerful or “cool” to others.

Payoff:  Attention, control.

Consequence:  You end up living in a fantasy world.

8.  Emotional Reasoning:

You assume that your negative emotions reflect the way things really are.

Example:  I feel that Mrs. Jones doesn’t like me working with her.  (I feel, therefore, it must be true.)

Payoff:  You do not have to think things through or look at the possibility that your feelings may be based on inaccurate information.

Consequence:  You make a lot of bad decisions, which are based on false information.

9.  Entitlement:

Since you have suffered you are entitled to be paid back by life. Everything should be easy for you.

Example:  You can’t believe it when the doctor gave you a written warning for being late; after all he/she knew you have an old car that breaks down often.

Payoff:  You are not obligated to anyone other than yourself.

Consequence:  Your selfish behavior alienates others.

10.  Externalization:

The belief that external events cause all human suffering and that you must control all events before your life can be better.  Your moods are controlled by other people’s actions and external events.

Example:  You are depressed because it is raining.

Payoff:  You are a victim of circumstance and until circumstances change, you do not have to do anything to help yourself.

Consequence:  You never change.  You do not see yourself as having any control over your life.

If you would like more information, please contact us at info.saltdpm.com

Join us on facebook:  http://www.facebook.com/SaltDentalPracticeManagement.

This is an original lesson by Salt Dental Practice Management

Six Seconds To Connect

 Austine Etcheverry
         Salt DPM
    Media Specialist
         Part 1 of 2








When a phone is answered in your office you have six seconds to make an impression.  How many times have you called a business and hung up feeling frustrated or angry? Let’s face it, in our busy world, our reputation can be damaged or are patient base increased based solely on phone etiquette.   In everyday communication we rely on nonverbal signals to help us navigate what a patient might be telling us, likewise when a patient shows up and is angry, our head nod may be enough to tell the patient we care.  Telephone conversations make non-verbal communication obsolete, therefore increasing the importance of ones ability to verbally communicate. 

When your receptionist answers the telephone, are they perceived as being happy? Excited to be at work? Do they use a confident, comforting, "I’m here to help you" voice? Or do they give the feeling of, “I’m tired, over-worked, over stressed and ready to hit the five o’clock rush hour because that would be better than being at my job?”

How the receptionist answers your phone makes a direct impact on your patients, and first impressions are the most important.  How patients view that phone call is every bit as important as the message given. Customer service is your key to maintaining and keeping patients coming in the door.  While your patients might call for a variety of reasons, the feeling they have when they hang up will be the message they pass onto friends and family.  

Recently I had the privilege of pre-screening for an entry-level front desk position for a client.  The first call I made I enthusiastically dialed the phone number. When the person on the other end answered, "Hello," I thought, wow, pleasant voice, but no smile. I informed her that I was pre-screening for a position she'd applied for and asked if she had a few moments to answer some questions. Her response was, "Yeah." The immediate mental image I had was of a young girl, whom clearly did not understand the importance of the call.  I had spoken to her for less than six seconds.  Continuing the interview, I asked her to describe her current position.  "Front and back office work.” The message is clear, she’s short, to the point, and probably won’t spend time with patients explaining the process they may go through, or be comforting when they have a problem.  Next I asked her how her current employer would describe her personality. I held back a chuckle when she told me, “out-going.”   Out-going was not at all the feeling I had while talking to her on the phone.  She was quickly placed in the, “no” pile. 

So, what goes into communication to help set the tone and how can you work with your team to improve the office’s phone etiquette?  Start by listening to your team throughout the day as they are answering the telephone. Use a checklist to evaluate the tone, pitch of their voice, and the impact you were left with after they hung up.  This will help you to determine where to go from there.  Go to http://www.saltdpm.com for a downloadable checklist.

Austine Etcheverry is a coach with Salt Dental Practice Management. Savor success and learn more at www.saltdpm.com or contact her at info@saltdpm.com.  Article originally published by

This article was originally published by Tri-County Dental Society Bulletin

Follow us on facebook

Role-Playing: How you can help your office

 


 By: Lenora Milligan
Salt DPM Consultant










Some believe that role-playing is only for the kids.  However, role-playing with your office can help your team to figure out how to respond when certain situations arise in your practice.  Taking the time to work out strategies for when the unexpected happens can lower stress when the emergencies do arise.  And let’s keep in mind the age-old saying of, “Practice makes perfect.”   When our everyday routine is thrown off because someone calls in late, or a patient shows up and you can’t find the file.  Some practice time before the situation will help build the confidence that is needed to deal calmly with the event. 

According to Andrew Dunning, “Business Team Building,” individuals during the process of role-playing in team building individuals have to feel safe and to enjoy the process.  In order to help strengthen your team, individuals have to know that they can count on one another.  Going through this process together can help encourage people to ask for help when it’s needed, trust one another when things don’t go as planned and support eachother when an upset patient calls and wants x-rays transferred to another office.

Here are some suggested role-playing scenarios:

A patient calls to cancel their hygiene appointment with 24 hours notice.  This is the third time. 

A new patient calls, who is referred by a friend and asks about insurance and scheduling an appointment.

A new patient calls and asks what we charge for an implant.

 A patient calls and wants x-rays transferred to another practice.  She seems upset.

Call a hygiene patient to confirm the appointment.  What do you say if he answers?  What message do you leave if he doesn’t?

Call a post surgery patient to follow up. 

A patient is referred for  RPC and the referring doctor intends to alternate care afterward.  The patient asks if they have to go back to referral doctor and states they would feel more comfortable staying in your office for all their cleanings.

The patient is 20 min. late for their appointment.

The patient is checking out and says the doctor wants to see her in two weeks.  You do not have an appropriate opening in two weeks.

A hygiene patient has significant bleeding during the cleaning appointment.  The patient states that their gums never bleed at home, only during cleanings.  How do you explain this?

After a treatment plan is presented the patient says, “Every time I’m here you tell me I need something and it’s always expensive.  Am I buying all the nice cars around here?”

A patient calls and says that their insurance has changed to one we are not providers for and they will have to change offices. 

A patient says, “If I really need this treatment then why won’t my insurance cover it?”

Case Acceptance is a Team "Sport" Not an Individual "Event.

Case Acceptance is a Team "Sport" Not an Individual "Event.

By: Debra Quarles

Part 2 of 3

Each member of your team has a specific role when it comes to case acceptance:

Hygienists and assistants should provide comfort, warmth, and give information. While they cannot diagnose they certainly can educate. Providing them with standard questions that can be asked of every patient will help them find topics they can discuss prior to the doctor's exam. For example: "Are you experiencing any sensitivity anywhere in your mouth when you eat something hard or crunchy like nuts or steak?" Or: "What about the color, shape or alignment of your teeth would you like to change?" These questions can lead to conversations about what might be recommended or what types of treatment the practice offers. All of which can then be tailored to a patient's communication style.

Instead of having a private conversation where the doctor and assistant or hygienist discuss what the patient has said, have the conversation in front of the patient involving them in the process. "Mr. Gonzales, you were telling me you are having pain when you chew on the right side. We discussed how sometimes that can mean a tooth may be fracturing. We also discussed that doctor might recommend a filling or it might need a covering of some sort, like a crown." Speak to the patient and allow the doctor to overhear. This transfers the information, and if the assistant misses something important the patient will know and supply the additional information.

You may have noticed in my example above, that urgency words were used. Words such as fracturing, decaying, cracking and breaking. Keep in mind: Hoover Dam is cracked and leaks. It sounds as though the process is mostly complete. Or you could say Hoover Dam is cracking and leaking. Doesn't it sound like someone should do something quick?

It is interesting that when most dentists do a periodontal exam they start out letting the patient know they will hear some numbers – "1-3 is healthy, but if you hear 4's or higher it means that is an area of concern." By the time the periodontal exam is completed and the patient has heard 4's, 5's or 6's they are asking you what can be done. So why is the clinical exam handled differently? "Tooth number 3, broken cusp, crown." Diagnosis complete. But what did the patient hear? They heard MONEY!

Patients must own the problem for a while before you suggest a solution. So instead move through the mouth. "Upper first molar, decaying." Or "Number 3 Mod decaying." Then move on. When you've completed the arch, or quadrant if there is significant decay, sit the patient up. The patient now has had some time to own their problem. "I see you have some things going on in your mouth. May I get your permission to tell you everything I see and to give you my best recommendation?" With their permission, you are able to do a comprehensive exam – one that will be well received by the patient.

If you would like more information, please contact us at info.saltdpm.com

Join us on Facebook: http://www.facebook.com/SaltDentalPracticeManagement.

This article was originally published by Tri-County Dental Society Bulletin