Ground Control to Major Dentists.

Your Front Office Team. They da gatekeepers. They represent your brand – and your patient experience.

Check out my kibbitz session with Laura Hatch, from Front Office Rocks.

Learn how to invest in your team right here.


Our podcasts are interviews between Justin Krane, Krane Financial Solution’s President, and various professionals, one or more of which are or have been Krane Financial Solutions clients. However, nothing stated within the podcasts should be considered a testimonial or endorsement of Krane Financial Solutions or Justin Krane, and the professionals have not been directly or indirectly compensated for being interviewed.

Our podcasts are interviews between Justin Krane, Krane Financial Solution’s President and various third-party professionals. Noting stated within the podcasts should be considered a testimonial or endorsement of Krane Financial Solutions or Justin Krane, and the professionals have not been directly or indirectly compensated for being interviewed.

Laura Hatch is the owner of Front Office Rocks. She has committed years of study to learning how to manage and empower team members. Laura has authored over 200 articles for leading dental publications and websites like The Progressive Dentist, Dental Assisting Digest, Dentaltown, and Dentistry IQ. Laura is a Fellow of the American Association of Dental Office Managers, a national and international speaker for dental authorities like AADOM, Patterson, and Mid-Atlantic Dental Society.
**SCROLL TO THE BOTTOM FOR THE VIDEO!**

 

 

Your Front Office Needs to Rock!

  • Patients are more aware of their experience they have while in the office than if you’re a good dentist.
  • A lot of times, the front office doesn’t realize what an impact they play in that experience.
  • However, the front office is the first and last impression the patient has while in the office.
  • We need doctors to realize how important the front office staff is, and to invest in, train, communicate, and support them.
  • If you want patients coming back, if you want them referring, they’ve got to love their experience in the office.

Investing in the Team

  • We need to change the mindset of the leader first.
  • Dentists don’t always think of spending money on front office training as an investment but that’s exactly what it is.
  • They look for clinical CE classes or new equipment instead of focusing on their team.
  • Dentists want to fix their practice with production but ultimately, they are not going to increase their production if they don’t invest in their team first.
  • Today, however, there are opportunities to complete trainings with their staff without spending a fortune.

Patient Retention

  • Instead of always focusing on how to bring in new patients, there should be a focus on current patients and ways to retain them.
  • It’s not as simple as hanging up a shingle and saying, “we’re open for business”.
  • Two reasons patients leave are systems and customer service.
  • If there is no system for follow-ups, making the next appointment, or reactivation, patients will disappear and either go elsewhere or stop going altogether.
  • When you put systems in place, the team can follow and not let these patients slip through the cracks.
  • Then you can provide value for current customers by making their overall experience better.

Tracking Metrics

  • Use trackable metrics to see how your team is doing.
  • Companies like Dental Intel can help you track KPI’s.
  • You can then train your team to improve on the areas that are lacking.
  • However, your approach to improving these areas is important. Start by focusing on something you’re doing well. Acknowledge what’s being done right.
  • Then focus on one thing at a time to improve on.

 

Best Quotes:

 

“It’s not like something that’s going to fix overnight, but it is something worth starting to invest in if you want to start seeing improvement.” (12:40)

“You can’t expect your team to do things that you’re not willing to do.” (14:13)

“If you think you know it all, you can’t learn anything.” (18:27)

“You need to have systems that all the practices are following and you need to understand the idea of running a $1 million dental office versus a $7 million operation is completely different.” (30:16)

“I’m super good at hiring and I’m fast at firing. So if you’re not a fit, we know that within the first week I’d rather have you go find some perfect fit for you and we not even really remember your name or your family information because you just weren’t a fit and keep people on that are a good fit for me.” (32:15)

 

Connect With Laura

LinkedIn | Website

 

 

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Disclosure: Krane Financial Solutions (KFS) is an SEC-registered investment adviser; however such registration does not imply a certain level of skill or training and no inference to the contrary should be made. KFS will only transact business or render personalized investment advice in those states and international jurisdictions where it is registered, has filed notice or is otherwise excluded or exempted from registration requirements. Communications with prospective clients residing in states or international jurisdictions where we are not registered or licensed shall be limited so as not to trigger registration or licensing requirements.

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