Breck Magill, DDS

Staff appreciation is not only a common courtesy. It is so much more then being civil and courteous. It starts with hiring the right people that share your values. The values you express in an interview and during your work day establish the culture of your specific practice. For instance you go to seat a crown and establish "that will do" vs. that is a "redo" speaks volumes to your staff. The "that will do" value has just been sown into everything your staff will perform for you and for your patients.

When you notice your staff going out of their way to please a patient or you, praise them. You would be surprised that praise is often more sought after than a raise. How gratifying is it to you when a patient comments on your work, "wow" that is fantastic.

My philosophy has always been "I can't do anything exceptional for my patients without my staff". Of course I could tough it out like we did in dental school. But do you really want to go back there?

That backdrop leads us to staff appreciation. How do we show our gratitude? Does it always have to be monetary?

If you have well defined job descriptions, individual goals, office goals and things are really clicking it is time to say thank you. Here are some suggestions for you to consider.

Give them your parking spot for a week.

You close or open the office.

Take everyone out for a staff appreciation lunch (or bring lunch in). Don't forget the chocolate! If I have to explain that you are in trouble, call me.

Take everyone on an unscheduled shopping day. My staff was really surprised when my wife and I put a "fake" afternoon of patients in for everyone. We had a staff lunch already scheduled so everyone was able to make arrangements to stay for lunch. Instead we took everyone out for lunch. After lunch we went to a shopping mall and gave everyone a little envelope with money in it. The only catch was they had to spend all of the money on themselves in the allotted time or return it to me. Well, off they went and everyone returned with their purchases. We had a great time and they truly knew they were appreciated.

Create a Special Event. We have even done the above with a twist. Instead of dragging spouses out to a Christmas dinner they don't really want to be at, we created the Christmas thank you event. This included the meal, the shopping, and the twist was a trip to a spa. Everyone got to select two "treatments" and it was both enjoyable and relaxing.

Best of all, you know your staff. Figure out a way to say thank you that is unique and fits your circumstances. This reinvestment in your staff will go a long way to taking your practice to the next level. Believe me if you ever need to hire additional staff they will be knocking down your door to work with (not for) someone who cares.  

My experience has shown that most people don't want to work for Superman (I can do it all myself). Rather they yearn to work with a super man/woman who appreciates what they contribute.

More About Clarity Dental Consulting... 

Sally McKenzie

So much of what makes an experience positive, negative, or merely average is wrapped up in "the little things" - a warm friendly greeting, consideration for busy schedules, simplifying a seemingly complicated procedure, etc. The dental practice is no different as subtle messages can have a big impact on how patients perceive the quality of your practice and your team, starting with timing.

Neither the patient nor the dental team appreciates it when staff run behind. It's essential that the scheduling coordinator fully understand how much time is required for procedures. Additionally, consider checking hygiene patients when it is convenient for you, the doctor, not at the end of the hygiene appointment. This requires a little adjustment at first, but can significantly improve efficiency.

In addition, pay attention to the seemingly insignificant cues employees give to patients, specifically, their smiles. If Sarah your assistant can share her beautiful smile with confidence and tell the patient that Dr. GoodDoc is her dentist, and he is absolutely the best, this has a huge positive impact chairside in selling treatment. Moreover, it will reinforce the team's commitment to your practice.

Most importantly, make it easy for your patients to pursue treatment. They like you. They like your team. They trust your recommendations. But they are afraid of the price tag. Eliminate the fear and simplify the process. Offer 10% off if they pay with cash or check for procedures not covered by insurance and over $200. Provide outside financing options. The 12-months interest free financing option is my personal favorite. Yes, the practice has to pay a fee that's about 10%, but the patient gets treatment and the doctor gets paid. All you have to say to the patient is: "How does 12 months interest free financing sound to you?" and they are usually thrilled to pursue your recommended care.

Finally, don't disappear for six months. Keep your name in front of your patients. Send birthday cards, articles, magnets, electronic newsletters, recipes, etc. McKenzie Management and other companies have products that make ongoing communication with patients easy, convenient, and effective in helping you to build long-term positive relationships with all your patients.

More About McKenzie Management...