Have you ever said this under your breath?
Does is seem like your team are just not getting their job done and under-performing?
You want them to be doing this and they are doing something completely different?
We sometimes listen to our team answer the phone and they are awful.
We watch and listen to how they communicate with patients and they just don’t sound right.
The reason this is happening in many Dental Offices is because your Front Office Team don’t know what you expect because you have never told or shown them how to do it.
It is so important right from the start that your team are clear about their job, what you expect and how to do it.
Jumping to the conclusion that your team are lazy and incompetent is often what happens and people with great potential leave.
I believe there are four main reasons why front office teams fail to perform well.
1. No Job Description
A job description clearly states what the team’s daily tasks are and the role that each person has in the functioning of your business. If the team have no job descriptions, they really don’t know what they are doing or may only know bits and pieces of their job.
2. No Training
Proper training is essential for the whole team. You want to make sure your team know how to do their job properly and meet your expectations. Most of the time Dentists don’t know the skills the front office people need and so they believe in hiring people with previous experience. Previous experience can be great but it is not always lined up with how you want to run your Dental business. The other thing that happens is the Dentist relies heavily on existing team members to train new people even though the existing team may barely know their own jobs because they have had no training.
I went into the business of training teams because I experienced first hand the frustrations team members have when they have not been trained and I know how this can have a negative effect on your business and keeping staff.
3. No Support
Your team needs to be able to have someone at work to go to for advice and guidance, especially when they first start. Having support helps people keep on track and be able to check they are doing their job correctly. You want your team to be accountable but they need that someone to be accountable to other than themselves.
4. Wrong Team
Sometimes when you are clear about your expectations, your team is trained and you offer great support, a team member is still unable to do their job. There is a time when a person you hire is just not suitable for the job. The match is wrong. Usually both parties soon realise this and a solution is found.
So have a good look at your team today.
Decide if they are the right team.
Do they need proper training and a clear and easy to follow job description with the right support to help them grow and help your business grow?
If your new patient numbers are down, or if you’ve “sensed” for a while that something’s just not working as well as it should be, as it relates to the phones… then Click here for a copy of my Free Report, right now:
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At present I have availability for two new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at jayne@theDPE.com