Does case acceptance really start with the dentist?
Yes, and most owners hate hearing it. Accountability in a practice starts with ownership, full stop. If you as the doctor are not clear about your expectations with your office manager or your team, they will make up their own rules of engagement and their own processes, and those almost never move cases. I have seen it over and over. The doctor stays vague, the team fills the vacuum, and then everyone wonders why the advertising is not working. The best practices I have ever worked with are the ones where the owner decided how the phone gets answered and held people to it. Your standards become the ceiling for everyone below you. If you will not set and defend them, do not expect your team to invent them for you.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.