What is the best way to give feedback to dental front office staff after a patient call?
Keep it small, keep it immediate, and run it in two rounds. The mistake is dumping ten corrections on someone after a recorded call. Their brain shuts off. So focus on one thing, right after the call, every time. Round one is the did-well round. You listen to the call together and you ask Joanna, what’s the one thing you think you did well? She answers. Then the coach names one thing the coach saw. She says thank you. That’s it. Round two, same call, you ask what’s the one thing you’d do differently next time. She names it, and the coach might name the exact same thing she just did. Now it’s positive, it’s specific, and the person is thinking instead of getting lectured. Use this on case presentations too, and frankly anywhere in the practice.
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.