Dental Front Office Rockstar Tips and Tricks for December with Laura Hatch: Shake the Flakes!

Dental Front Office Rockstar Tips and Tricks for December with Laura Hatch: Shake the Flakes!


Okay so there’s two issues in December
hopefully what I’m thinking is the majority of you are on this side which
is your schedule is full you are I know and in Scripps Rock Dental I was just
talking to them about the schedule at my old office and they’re booked solid for
the month of December so they’re trying to find room to get new patients and to
get patients back into the schedule so I have my terminology is shake your flakes
and there’s the video specifically on shaking the flakes in Front Office
Rocks so search for it on the website and look for shake your first shake the
flakes or search the word flakes and have all your team members watch this
because specifically what this is about is we all know there’s people in this
schedule right now who put their appointment in the
schedule six months ago who we’re like 50/50 that they’re gonna show up you
know they’re the ones that cancel last minute they’re the ones that forget that
they have vacation time anymore they always have a money issue or
whatever I would rather shake those people out of December and put them into
February or March where it doesn’t hurt our schedule as much if they fail on us
not that we want a lot of people that fail but I would rather shake them out
of December and have room for people that are really trying to get in so a
couple of the besides watching the video but a couple of the things I would
consider when you’re looking at these patients is have you seen this patient
on a regular basis or basis have they been in this year for regular
maintenance reactivation patients the ones have to have disappeared for a
while are not great patients to book in the
month of December these are patients who a reactivated patient of course we want
to get them back but there’s a higher chance that they’re gonna fail there’s a
higher chance that they’re not going to show up so do not reactivate if possible
patients in the schedule unless you know they’re going to show up so have they
been in this year for regular maintenance how is their attitude
towards your office and the importance of showing up for paper appointments you
know we have those agents who are like yeah I’ll get there if I can yeah I’ll
try to be there those patients shouldn’t get them at the December appointment if
they’re kind of the ones that show up when they want maybe it’s
how busy they are then get them into another month and save this appointment
for patients who really can be there and then lastly it have they done anything
that you’ve recommended for them this year have they do they have a huge
treatment plan and they haven’t done a thing and they just come in for
cleanings and a lot of times they’re late sometimes they fail then these are
flakes and so what I would do is just watch the
video and get on the phone with them and just super double triple verify with
these patients they’re gonna show up and if they’re not showing up or if you’ve
got any hesitation get them out move them into January February so that you
have appointments available for people who really want to get in and use their
insurance okay next is if you have one of these we have this issue yesterday my
daughter has actually done a dental assistant at the dental office and she
told me yesterday it doesn’t mean much in California in San Diego and we got a
lot of rain yesterday and we got all of these oh I can’t make it because it’s
raining now the rest of you are probably laughing because it’s snowing under well
everywhere else in the world but when it rains in San Diego it’s like snow and a
lot of people called and canceled their schedule or canceled their appointment
what I would say in the month of December is if you get a last-minute
cancellation I would be like you know what
I’m sorry we’re booked solid for December maybe even January depending on
how busy your January is we’re gonna need to reschedule you in February March
don’t let the flakes the regular reschedule is keep rescheduling in
December move them out to February March if they really don’t want that guess
what they’re gonna find a way to show up to your appointment again we’ve been too
easy on these patients and we really need to run control of our schedule
especially in the month of December because there’s nothing worse than
sitting around with an opening in your schedule when you know you have a list
of people who wanted to get in.

Author: Kevin Mason

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