One of the most important tasks of the dental team member that is seated behind the desk is to stop what they are doing, look up, smile and welcome the patient that just walked into your office. This immediately sends the message that the patient is important and that they are cared for in your practice. If the team member is on the phone, a smile and eye contact will send the same message.
Also, be sure to have a small conversation with the patient before handing over forms to be filled out. Do not grow weary of small talk because it means a lot to a patient that is new to the office or one who is nervous about dental treatment. We have no idea what each patient has going on in their lives and what they had to deal with before walking into your dental office. It would be great if they could momentarily forget the troubles in their life while they relaxed in your office.
Small conversations, eye contact and a warm smile make all the difference in making someone feel welcome in your dental office. Do not underestimate the importance of these seemingly small touches.
Action Plan: Walk into your office as if you were a new dental patient. What could be improved to exceed your patient's expectation in your practice?