Dental Employee Negativity and Conflict Resolution Tips and Ideas

Dental Employee Negativity and Conflict Resolution Tips and Ideas

Hello Friends,

Have you ever experienced the headache of dealing with a negative employee/co-worker or one that seems to always stir up conflict? Maybe you’re dealing with this happening now in your office.

As much as we may not want to talk about it or hope the “problem” will just go away – this is a topic that should be discussed with the offender(s) and as a team.

Why? Conflict & Negativity Happens! Make a plan and an agreement as to how all office conflict and negativity will be addressed and resolved.

Betty Hayden Consulting Dental Team Conflict Resolution

Steps to deal with office conflict:

  1. Calm down and talk with the other person. (Don’t go to anyone else to discuss the conflict.)
  2. Attack the problem, not the person. Focus on behaviors and events.
  3. Listen carefully – listen to understand and not to be understood.
  4. Brainstorm solutions with a focus on the future, what it will take to move forward.
  5. Celebrate your Success.

For additional ideas visit Forbes.com for 5- Keys to Dealing with Workplace Conflict. 

dental coaching dental office teams

To manage conflict and negativity, Excellent Communication is Essential.

Communication  –

  • Job descriptions and expectations must be clearly defined. This is a great time to ask every team member to write a list of their job description and responsibilities. Have them indicate next to each task how often it is done (daily, weekly, monthly, yearly, varies, etc.). This will help you determine if and when and by whom these tasks are being accomplished. You might find some important tasks are not being done at all or not often enough and so on.

  • Team Meetings/Morning Huddles are essential for a happy and smooth workday. Visit HERE for some tips on how you can have a successful morning huddle.

  • Address quickly any needed discipline or correction, don’t wait for a staff meeting to address these problems. Instead, meet one on one with the offender.

  • Avoid office negativity, it’s toxic and will infect your team – Rather, focus on and share positive experiences.
  • Your team must know the why, what, and how of your vision. They may know the what and the how but not the why, oftentimes, this is why employees are there just to collect a paycheck. Talk about what you believe and attract those who believe what you believe. People buy the why not the what.
  • Positive Gossip Only! Entire team agrees to stop gossip. Refuse to listen to it. Rather, encourage the person to go directly to the other person they have an issue or complaint about. Unless of course, they can let it go and move on.
  • Acknowledge good behavior and actions. Reward the behavior that you want to see more of. Your team needs to hear how they’re doing and what appreciated for what they’re doing right.

How to have the best dental team

In addition to communication, Proper Training is Imperative–  Don’t hold back in this area! Invest in your team. Thoroughly train any new employees on your practice goals, systems, software, telephone skills, dental procedures, protocols, etc.  However, training isn’t just for your new employees, everyone in the office needs regular training. This leads me to the next point…

Continuing Education – Continuing education, not just for the providers but for the entire team is a wonderful way to ensure practice growth. Not to mention, it’s a great team-building experience, one that will give you a happier and motivated team. Think about this, your administrative team is the first and last impression made on each and every one of your patients. This includes potential patients that call your office. Certainly, you want to have the very best training and education for not only your clinical team but your administrative team too. You can do this with in-office training, webinars, lunch and learns, and seminars/classes outside of the office.

For example, have you heard about The Best Seminar Ever? Better known as TBSE? This is absolutely the best seminar I have ever been to. If you’re ready to boost your team and take your practice to the next level, please check it out here: TBSE -The Best Seminar Ever

Betty Hayden Consulting Dental Coach

It is my wish that these ideas and tips will help you and your team experience greater happiness at work without unnecessary negative conflict. If you have any questions or concerns about what you’ve read today or would like to set up a complimentary telephone consultation to learn how I can help your office grow and succeed through coaching, please contact me at bhaydenconsulting@gmail.com.

If you enjoy the complimentary ideas that I share each month, I would love and truly appreciate for you to please leave a review on GOOGLE and/or FACEBOOK

Have you signed up to receive my complimentary dental marketing and practice management ideas that are sent right to your email inbox each month? If not, take a second and sign up. Or send me your email address and I will send you an invite to follow. This way, you won’t miss a single idea!

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on FacebookTwitterInstagramLinkedIn and Pinterest

Please follow and like us:
error
Dental Ideas for National Ice Cream Month

Dental Ideas for National Ice Cream Month

Hello Friends,

“Eating Ice Cream Shouldn’t Hurt.” This is your slogan for the month of July. (For more tips and ideas for the month of July, see July Dental Marketing and Practice Management Tips and Ideas )

Why? July is National Ice Cream Month and Close to 50% of American’s suffers from or experiences tooth sensitivity from time to time. It’s safe to say that many of your patients may be suffering from tooth sensitivity or they know someone who does.

Your product/service feature for July is Desensitizing Agents to treat tooth sensitivity.

A marketing plan that requires little time, minimal to no extra cost and will boost production and exceed your patients (and potential patients) expectations!

summer dental ideas

This is what you do:

Offer free ice cream cones to your patients. How will offering free ice cream cones not incur any extra cost to you? Contact a local Ice Cream Shop for some cross-marketing. Ask if they would be willing to donate 4 or more FREE Ice Cream Cone Gift Certificates that you will use during the month of July for a weekly drawing that your patients will enter to win. What a fantastic way to exceed your patients’ expectations with no extra cost to you.

Promotion Ideas

Now you may not have many of your patients speaking up to say they’re suffering from tooth sensitivity when they eat cold treats or drink cold beverages.

Simple fix; team members wear buttons that say: Eating Ice Cream Shouldn’t Hurt

Your patients are sure to ask questions about the buttons. What an easy way to open up a discussion about tooth sensitivity.

Email & Social Media Platforms – Promote this service & educate your patients and potential patients via email and your office social media platforms with sharable content.

ice cream month dental ideas

There you have it, a simple and delicious summer dental marketing idea.

If you would like to purchase further ideas on how to implement the Ice Cream/Tooth Sensitivity campaign such as how to handle patients that are concerned about insurance coverage and fees for desensitizing agents and ways to advertise this campaign or perhaps would prefer a different marketing campaign for the month, please contact me today atbhaydenconsulting@gmail.com.

If you enjoy the complimentary ideas that I share each month, I would love and truly appreciate for you to please leave a review on GOOGLE and/or FACEBOOK

Are you receiving my free dental marketing and practice management ideas every month to your email? If not, PLEASE take a second and follow today or send me (bhaydenconsulting@gmail.com) your email address and I will send you an invitation to follow. This way, you won’t miss a single idea. Feel free to share my blog with your dental friends. ~ Thank you!

Yours for Greater Success!

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

Please follow and like us:
error
Tips and Ideas for Effectively Answering The Dental Office Telephone

Tips and Ideas for Effectively Answering The Dental Office Telephone

Hello Friends,

You never get a second chance to make a great first impression.”

What kind of impression is your dental office team creating for you? Do you know how effective they are in answering the office telephone? Does it really matter? Absolutely!

All of your marketing efforts lead people to the phone first. Don’t waste your money by losing the potential patient or aggravating current patients due to poor telephone skills and habits. Your entire team (clinical & admin) should be trained on how to properly answer the phone and handle the call. Answering the phone is a privilege and a great opportunity!

Dental Office Training and Telephone Scripts

Here are a 10 helpful telephone tips & ideas:

  1. Smile before you pick up the phone.
  2. Answer the phone within the first couple of rings.
  3. Answer the phone with a thank you for calling, identify the office and give your name. (ex: Thank you for calling Dr.Smiles, this is Betty. I can help you.)
  4. Do NOT let the caller go to voice mail (or a busy signal!) during business hours (including lunch hours). People hate leaving messages. Oftentimes, they’ll hang up and call the next office on their list.
  5. Never, ever answer the phone with “hold please” or “can you hold?”! Take a quick second, find out who they are and what they need. People hate to be put on hold. If you are habitually needing to put callers on hold, you need more people answering the phones.
  6. For the few times when you do need to put a caller on hold – please, consider having a great message on hold service. Here’s why: Should I Use A Message On Hold Service?
  7. Get the caller’s name and use it often.
  8. Find out how they heard about your office (document the referral source!).
  9. What type of insurance do you have?” shouldn’t be the first thing you ask. In fact, let the caller bring that part up. Your goal is to build a relationship with the caller, to get to know them and their expectations.
  10. Offer an appointment. Sounds obvious right? You might be surprised to know how many offices I have called as a “shopper” and was never offered an appointment.

Set aside some time to meet together as a team – everyone in the office should be trained on how to not only answer the phones but they should know how to handle the calls. At the very least, professionally & courteously direct the caller to someone who can help. Role play will help all to feel more comfortable handling different types of calls.

As a team, create your Telephone Principles (Scripts) which are your goals & expectations for each call.

Know how to respond to the following callers:

  • Shopper Callers – Great opportunity! Typically, the shopper caller has a need and is ready to “buy”, that’s why they are “shopping”.  Don’t blow it by refusing to quote fees over the phone.
  • Insurance Questions – Have a great response to: “Do you take —-ins?
  • Wrong Numbers – offer an appointment anyway.
  • Sales Calls – Be kind, they’re just doing their job. Maybe they need an appointment. Plus, you don’t know who they know. It’s simple – always be kind.
  • Organizations or local businesses requesting donations – Empower your team to fulfill their request. At the very least, offer them an appointment.

The telephone ringing should never be viewed as an interruption to your already too busy day. Certainly, handling the phones is a big responsibility but it’s an even bigger privilege. Don’t miss out on any opportunities to set your office apart from the others by always exceeding the caller’s expectations.

If you have questions about how to successfully handle telephone calls or need help training your team, don’t wait, ask for help. I’m ready to help you. Email:bhaydenconsulting@gmail.com

If you enjoy the complimentary ideas that I share each month, I would love and truly appreciate for you to please leave a review on GOOGLE and/or FACEBOOK

Be sure to take a second and subscribe to receive in your email inbox each month, my FREE dental marketing and practice management tip & ideas. 

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on  FacebookTwitterInstagramLinkedIn and Pinterest

Please follow and like us:
error

Ten Ways to Stay in Touch with your Dental Patients

Hello Friends,

How do you encourage referrals and build relationships with your patients when the average dental patient comes in only 2 times per year for their continuing care hygiene appointment? Think about this, you get to spend 2-3 hours out of 8,760 hours per year with those patients. With all of life’s distractions and responsibilities, how can you ensure that they don’t forget about you in between appointments? Stay In Touch. Keep your name in front of them by planting little reminder seeds.

Today, I’m going to share with you 10 Ways to Stay In Touch With Your Patients. Ten easy & effective ways you can stay in touch by planting “reminder seeds”.

how to build relationships and encourage referrals betty hayden consulting dental

  1. Social Media Active Social Media pages are a must. Facebook, Twitter, Instagram & Pinterest are excellent ways to engage  and build lasting relationships with your patients. If you struggle with what to post on your pages, visit here for social media content ideas.                                                                                                     
  2. Freebies –  Give away free items imprinted with your office name, website and phone number to each patient at their appointment. Such as; toothbrushes, magnets, calendars, pens and lip balm. ( If you’re wondering where you can order some quality imprinted items, check out Bizarre Marketing.  I share this particular company with you because their customer service is awesome!)                                                                             
  1. Cards – Send cards to your patients, Just Because, Thank you for your referral and/or Special Occasion cards. People appreciate getting an “old fashioned” hand written greeting card via snail mail.   Make it convenient by keeping a variety of greeting cards on hand.                                                                                                                                                                                                                                                                  
  2. Telephone – Pick up the telephone and call your patients. Here are a few reasons you may have to call: Continuing care appointment reminders, Thank you for your referral, Post-op (just checking in to see how well you’re doing), Refill reminders (due for a refill on whitening gel, toothpaste, electric toothbrush head replacement, etc), and Special Occasions.                                                                     
  3. Letters – Send out letters for incomplete treatment, congratulations on completed treatment, welcome to our practice and thank you for your referral. Tip: providers and team members should personally sign their letters. Include a  brief note or comment if appropriate.  In addition to letters, send continuing care appointment reminder postcards and text messages.                                                                                                                                                          
  4. Newsletter – Send newsletters out to your patients. Include sharable content, dental health tips, recipes, community news, office happenings, dental education and special offers.                                                                                                        
  5. Emails – Dental Hygiene Tips, Office Happenings, Continuing Care Reminders and Special Offers. Be sure to ask and record email addresses of your patients. Email communication is inexpensive, easy and effective. Just don’t spam your patients with too many emails.                                                                                                   
  6. Website – Keep your website fresh, easy to navigate and attractive. Include videos, info & pictures about the doctor(s) and team, community events, special offers, ability to schedule appts online, FAQ, dental services and education, office hours, directions, social media pages, contact information, etc.                                                                                                                                                                  
  7. Patient Appreciation Events – Host a fun event for your patients – In-office Patient Appreciation Days and Open House events. See Open House ideas. Out of office events, such as; Roller Skating, Indoor Bounce/Trampoline, Movie Theater, Public Pool, Bowling, Local Park, etc. Invite your patients to bring a friend. Be sure to have imprinted giveaways and information about your office at these events. Encourage all attendees to visit and like your social media pages.                                                                                                                                                                                                                                                     
  8. Community Involvement – Be involved in local health fairs, charity events, sponsor local sports teams, etc. Just a thought, when you and your team are out participating in community events, consider wearing t-shirts that clearly identify (advertise) your office and give away a lot of imprinted gifts.

There you have it, 10 ways to stay in touch with your dental patients. Doing some or all of these things will help to build lasting relationships with your patients and encourage referrals.

Of course, the very best way to ensure your patients remember to come back and to refer their friends, family members, neighbors and co-workers is to get them talking about their experience after they leave your office. How do you that? Be consistently great! Consistently exceed expectations! Plan to make sure that each and every appointment is great from the initial greeting at arrival, during their appointment, and when you say your thank you and goodbyes as they leave. (See Earn The Privilege To Serve Again)

At your next team meeting, discuss what you are currently doing to stay in touch with your patients and how you can improve in planting more reminder seeds.

Are you receiving my complimentary Practice Management and Marketing Ideas in your email inbox each month? If not, please subscribe today. Feel free to tell your dental friends all about us so they can start benefiting from these dental ideas too. If you liked these ideas, please let me know by hitting the “like” button. Thank you!!

Yours for Greater Success,

~Betty

P.S. Please stop by and say hello to me on Facebook, Twitter, Instagram, LinkedIn and Pinterest

 

Please follow and like us:
error