It always disappoints me to see team members who do not help each other when there is a need for help presenting itself.
Sadly, sometimes some team members would rather see another team member flounder or fail, than to offer that team member assistance.
The team member who is in need of assistance may be in that situation because of a number of reasons:
- They may not know how to proceed and complete the task or duty at hand
- They may be overloaded with other tasks and not have sufficient time to complete all that they need to do
- They may not know where to locate the resources needed to proceed with the task they are working on
In all of these situations, the old adage that I attribute to my dear friend Dr Ron Arndt rings true:
“None of us are as smart as all of us”.
And it is so true.
In fact the word TEAM is an acronym for:
Together Each Adds Meaning.
Team members need to know that the success of the business relies on the harmonious integration of their individual efforts and skills to create something greater than the efforts that one or two alone can create.
Sadly, from time to time, I hear and see instances in dental practices that do not exemplify the qualities and standards of excellence that we are striving to create.
When I hear an inexperienced team member struggling with a phone call enquiry from a caller wanting a first appointment, I wonder why that team member has been allowed to answer the phone while being “under-trained”, and I also wonder, if it’s an office manpower thing, why they simply aren’t trained to say:
“Mrs Smith, the person here that you really need to speak with about that and who can help you best is Becky. I can see that she’s just helping another patient here at the moment…. Is it OK if I take your number and have her call you straight back in five minutes? Would that be OK Mrs Smith?”
When an inexperienced team member gets out of their depth on a phone call, there is no winner.
- The caller leaves the call frustrated and without an appointment.
- And the team member drowns. They feel as though they have failed.
- And the practice misses out on the opportunity of helping a patient in need.
Look deeply into what you and your team members are doing at your dental practice and see whether you have created unity and strength, or whether you do have weaknesses, and glaring weaknesses, in your team roster and your team’s performance.
If you are truly focussed on creating a great dental practice and a great dental team, you cannot brush over these weaknesses.
They need to be addressed.
Online Workshop: Dr David Moffet and Jayne Bandy:
“How To Easily Run, Maintain And Grow The Ultimate Dental Practice In 2021”
If you’re sick and tired of drilling all day long, and not having anything close to what you deserve, to show for it… or if you’ve ever wondered, “What can successful dentists POSSIBLY know, that I don’t?”… then register for this unique online ZOOM workshop Saturday March 20, 2021
Need your phones monitored?
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You can order your copy here: Click Link To Order
The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.
Email me at firstname.lastname@example.org