“How do I know if my front office team is doing the right thing and working efficiently?”
Dentists often have a feeling that the front office team could be more effective and efficient but just don’t know how.
It is a very important question because the performance of your front office team directly affects the performance of your dental business and the care you provide to your patients.
My answer is…….
“Are you measuring the results of the front office team?”
Without measuring and tracking results, you really don’t have a clear picture of how you are going.
The next question I am then asked is:
“What do I need to track and measure?”
There are a number of indicators you need to check to see if your front office team are achieving the results you want for your business.
First you need to look at your appointment book and ask yourself these 3 questions:
1. Is your front office team booking in New Patients?
Keeping track and knowing your daily, weekly and monthly New Patient numbers is important. You always want a nice healthy stream of New Patients to maintain your business growth.
I recommend you track all calls coming into your practice so you know the number of calls that make appointments and the number that don’t.
Be very careful.
I have seen dental offices believe their phone is not ringing much and this is the reason why New Patients are not booked in but the reality is that the phone is ringing but many calls do not end up making appointments.
2. Are New Patients being booked back in for ongoing treatment and preventive care?
Once you see your New Patient you need to know their next appointment, treatment, production and ongoing appointments.
This is about knowing and tracking your New Patient retention, another great indicator of growth and how effectively your front office team are booking in appointments.
3. Are appointments staying in the appointment book?
Track and measure the cancelled and rescheduled appointments. Cancelled and rescheduled appointments means you have production loss as well as a patient retention problem.
When you know the answer to these three questions you will soon find out how your team are going and if they need training and more support.
Once we know these numbers we will know where we can improve, and that’s what we all want.
The result of measuring these numbers will be more quality appointments being made along with fewer cancellations in your Appointment Book.
This blog features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental Phone Experiences, and ultimately, improving your practice profitability.
Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.
I will also be presenting in Melbourne Victoria on Friday June 23rd 2017.
At present I have availability for only THREE 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