Question: Patients continue to come to the office without proper face coverings. We tell them on the phone prior to their appointment that masks are mandatory. What is the best way to handle those who do not follow the rules in place?

ANSWER:

 You are not alone.  The pandemic has created a need for changes in protocols and has also created a space for people to question whether or not they feel the rules apply to them.   Good communication with your patients is your best defense against the rule breakers. 

1. Get the word out!  Use social media, email, text, phone calls to let patients know the changes they can expect when they come for their next dental appointment.   Be specific about what is required of them and what will happen if they are not compliant. 

2. Lend an ear.  Oftentimes, patients just want to be heard.  Maybe they are feeling overwhelmed and anxious and those emotions come out as anger and frustration.

3. Use the feel, felt, found strategy. “We understand how you feel. Many of our patients have felt the exact same way you do!  What we have found is that by increasing our infection control requirements we are providing the safest environment possible for our patients and our  team”.

Your increased precautions have been put in place for the well being of everyone in the practice.  Be consistent in that message and confident when presenting it.  If someone is not willing to comply, they may need to go somewhere else. 

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Successful online dental team training requires communication, planning, and starting off on the right foot. So we’ve created a “Getting Started Checklist” designed to help you and your team implement training.

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Visit the first track “Getting Started” 

Every office is unique as well as every team member in a dental practice. If you want training on a specific topic, these course tracks are for you!

Rockstar Restart – Reopening 

New Patient Accelerator 

Looking for more support? Our coach led training was curated to train your team for you.

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Our monthly membership starts at $224 per month for up to 20 team members and includes every course, module, and resource on our site.

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Our monthly membership starts at $2250 per year for up to 20 team members and includes every course, module, and resource on our site.

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Every office is unique as well as every team member in a dental practice. If you want training on a specific topic, or you need help getting started. Talk with us first!

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Missed a workshop? No worries, we have you covered with our replays. You and your team will get access to training for 30 days. See what’s playing now. 

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Looking for your next event speaker? 

As the leading authority on virtual dental front office training, Laura helps dental professionals who want to be better at what they do gain the training they need through online video courses, live seminars, and coaching. Learn more about Laura’s approach and how to book her for your next event.

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