Episode #120 - It’s Not All About New Patients…How To Easily Grow Your Practice Without Spending a Ton of Money with Laura Hatch

Summary: Laura Hatch from <a href="https://frontofficerocks.com/">Front Office Rocks</a> is here today to talk about how it is not all about new patients and how to grow your practice without spending a ton of money. Laura is an experienced front office manager who has opened two successful practices. She soon discovered that there was a gap in training for front office team members and decided to fix that by opening Front Office Rocks. Laura also has a new book out called <a href="http://a.co/bKpLFOu">Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service</a>. Laura is a good friend of mine and an expert in customer service, phone, and front office best practices. We discuss how to use technology and a personal touch to keep your current customers happy, loyal, and well cared for while still creating a welcoming environment for new customers. You can find Laura here: <a href="https://frontofficerocks.com/">Front Office Rocks</a> <a href="https://twitter.com/dentalrockstars">@dentalrockstars on Twitter</a> <a href="https://www.linkedin.com/in/laura-hatch-646740ba/">Laura Hatch on LinkedIn</a> <a href="https://www.facebook.com/FrontOfficeRocks/">Front Office Rocks on Facebook</a> <a href="http://a.co/bKpLFOu">Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service</a> Show Notes [01:54] Laura Hatch is an office manager who got into dentistry in 2002. She is in San Diego and opened a practice in a very competitive market. [02:35] She realized that there was no real training for office managers. She has had to hire employees and reteach them over and over. [03:09] She saw a pain point that there needed to be a way to teach new hires instead of insisting on hiring people with experience in a certain software product. [03:19] She started an online resource that offers training on how to do everything that is done at a front desk. She started this business about 5 years ago, and it has really took off. [04:12] Laura does everything online and also recently just wrote a book called Step Away From The Drill. [04:45] How dentists often throw team members into the role without any real training. [06:14] Front office people are the first and last impression for every patient. They are front office rock stars. [06:52] Investing in a team member is not a cost it's an investment. [07:20] As a team member, investing in yourself is one of the best things that you can do. [07:28] Complementing and respect also goes in both directions. Your doctor needs to complement you and you also need to complement the doctor. [07:50] The importance of getting the communication started. Dentists aren't actually trained in communica

Episode #120 - It’s Not All About New Patients…How To Easily Grow Your Practice Without Spending a Ton of Money with Laura Hatch

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