How to energise your dental reception team

Your receptionist greets her 20th patient of the day. Answers her umpteenth call.

She’s done this every working day for weeks, years.

So, it’s vital to help her maintain the energy and enthusiasm you needs to provide an appealing first impression of your business.

I’ve witnessed how those on the ‘front line’ of a dental business can become weary and jaded in their work. This has a significant effect on team culture and the business’s results.

1. Business values

Discuss, agree and ‘sign up’ to the values which you and your team want to uphold as you work together and serve your patients. Use patient and staff surveys to make people feel important. More on surveys.

Business values serve as a consistent reminder of the standards and expectations for each team member as they perform their work.

They promote team harmony. And harmony helps keep your team members happy in their work.

When you have harmony, it is apparent to and appreciated by your patients. They also pick up when harmony is lacking.

Team values also serve as a reference point to resolve any issues that may arise among team members, as Sean Buckley, a practice owner and principal dentist in Kent, attests.

2. Team communication

Watch a sporting team, and you’ll often see them ‘huddle’ together before their match.

This allows the captain to provide a last word of motivation and focus as they enter the field of competition. The team steps out onto the field, feeling pumped up and ready to go.

Your team is no different. They will benefit from this kind of daily focus too.

A daily huddle highlights patient-facing systems, outlines daily expectations, and promotes a sense of team unity.

The power of one-to-one meetings with your team members should also not be missed.

Regular appraisals provide your team members with the opportunity to formally express their thoughts and discuss any issues they are facing. Issues which may not be apparent to you.

They help them feel ‘heard’ and provide a platform for discussing how they may develop their roles.

3. Team accountability

Appraisals also help you formally share your thoughts and feelings about the work and demeanour of your employees.

We’ve all experienced a team member who is a negative influence and adversely affects team culture. Appraisals are a key vehicle for addressing and resolving these issues.

Regular reception meetings and clear targets can also help you keep them accountable for actions they have agreed to take and reinforce the importance of working systems.

Further reading

• Learn more about improving team dynamics in dental practices
• For tips on effective team communication, see this article

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If you want help energising your dental team, contact us here.