Insight of the Month: Consistency Builds Confidence
One of the simplest ways to elevate patient trust and team confidence is to get crystal clear on introductions and handoffs. How do you want to be introduced to patients? How should patients be introduced to other team members? And how should handoffs flow from clinical to front office and back again?
When these moments are consistent and intentional, patients feel secure—and your team feels aligned. Whether it's the start, middle, or end of a visit, every handoff is an opportunity to reinforce care and connection.
Take time this month to align with your team. Define the script, role-play the transitions, and commit to doing it the same way—every time.
Success Story: Transforming Practices
This month, we’re highlighting the collaborative spirit of Dr. Amanda Backstrom and the team at Artesa Dental.
During a recent in-office training with coach Aubrey, the team focused on improving their patient handoffs. What made this session so powerful was the hands-on, team-driven approach. Together, we observed real-time transitions and co-created a handoff system that felt natural and effective for everyone involved.
By building the system as a team, each member had a voice in shaping the process—leading to greater buy-in and shared accountability. We practiced it together, refined it on the spot, and laid the groundwork for a consistent, personalized experience for every patient.
The Artesa team knows that systems don’t stick unless they’re practiced—and they’re committed to doing just that. It’s a work in progress, but one rooted in clarity, teamwork, and a deep commitment to patient care.
Tip of the Month
Want to instantly elevate your patient experience? Start with one simple mindset: Make Me Feel Important (MMFI).
Imagine a sign above every patient’s head that reads exactly that. When introducing your team, lead with intention. Model the behavior by introducing your patient first—clearly, warmly, and with attention. Then, introduce your team members to the patient. It’s a small shift, but it signals respect and connection.
And remember, leadership starts at the top. Doctors, when you take the first step in modeling this, your team will follow.
Because when patients feel important, they trust you more—and that trust makes all the difference.
Resource: Customer Service Excellence
This month’s resource comes from our friend and customer service expert, Donna Cutting. If you’ve never heard of the 5'/10' Rule, it’s a classic from the world of hospitality—and it’s pure gold for dental teams.
Here’s how it works: 👀 At 10 feet, make eye contact and smile. 👋 At 5 feet, offer a warm, friendly greeting.
Simple? Yes. But when practiced consistently, it can completely shift your patient experience. Donna has generously provided our attendees with a downloadable guide on how to practice this rule with your team. It's a great team meeting tool to reinforce the power of presence and connection.
Want to dive deeper? Donna also has a fantastic video series on this topic. Click here to learn more and access exclusive content. You can use the exclusive code DENTAL to save $200.
Did You Know?
According to the Peak–End Rule, people remember the beginning and end of an experience are remembered more than the middle.
In dentistry, that means your warm greeting and thoughtful goodbye matter most. These moments shape how patients feel—and how they remember you.
So much of what defines a great practice comes down to the small, consistent moments—how we greet, how we connect, and how we make people feel. When teams align on these fundamentals, they build trust, improve communication, and create a patient experience that truly stands out.
If you're thinking, “We could use this kind of clarity in our practice,” let's talk. I’d love to jump on a call with you to explore how we can help your team create more connection, consistency, and confidence.
Click here to schedule a call with me. We're here to support you.
Warmly,
Susan
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