Five Star Service is the goal for patient attraction, comfort and retention. Some practices have a spa atmosphere with sophisticated elegance. Some offices have more a down-home experience with drinks and food treats. We are doing “things” and providing “talked about” creature comforts at a high level. Do the manners, protocol and sophistication of the staff and Doctor reflect the delivery of your five star service? Are we walking the talk?

The language of five star service would be in complete sentences with correct grammar. A dental receptionist is a multi-tasker and must develop the skills to speak well with all levels of sophistication and education. Speaking with comprehensive sentences is a learned skill. Avoid words like “get,” “hey,” “you guys,” “gunna,” “get’cha,””cool,” “yah,” and so many others. Know when to use “me” and “I.” Avoid ending a sentence in a preposition.

Thinking before you speak will help you avoid “uhh” while you think of what to say next. These skills are so important and raise the bar for all involved.

Raising the bar to include polished conversations can be learned by enrolling you and your staff in your local Toastmasters for a year. After Toastmasters, take the Dale Carnegie course. Among other things, you will learn how to speak extemporaneously. What a great skill! Practice games of conversations in staff meetings. Video or audio tape your conversations for you to evaluate your gestures, body language and grammar. How effective are you in listening and understanding? Are you delivering five star service in language?

Providing five star service also includes hand written notes and correspondence with guests. You may provide the best foot massage in three counties but if you misspell a word in your handwritten note, the score is zero. Have a dictionary at hand, take a Sylvan Learning writing course and read more books. Reading exposes you to expression of words as well as spelling. If you feel you are not a Spelling Bee winner, have someone else proof read your correspondence.

Learn the protocol for introductions. Your guest is your highest priority and the honored guest. State your guest’s name first and introduce him or her to the hygienist or Doctor. A one-way introduction is fine. ”Mrs. Berry, I would like you to meet Janice Higgins, our hygienist. Mrs. Berry is a website designer and new to Benton.” Use the proper title for your guest, unless or until they insist you be more casual. Introduce your guest first thing in the conversation because it is the right thing to do. Since the staff member knows the team members well, mention in the introduction something you have discovered about your guest which would be a conversation connector to the staff member or Doctor.

If food is offered at your five star service office, etiquette steps in. Offer a napkin, plate and fork when appropriate. Use porcelain cups, saucers, real lemons and sugar. Make it part of the experience. In a restaurant when dining as a dental team, manners count. Leave your cell phone at the office, sit up straight, elbows off the table, napkin in your lap. Wait for the host to begin eating, then you can begin. Food is passed clockwise. Use “please” and “thank you.” Please do not talk with food in your mouth. Never use your utensil as a gesturing accessory, especially when the fork has food on it. Ask for items to be passed to you rather then reaching across. Everyone leaves together. If manners are not happening well and your staff is valuable, find an etiquette coach to spend time at your monthly BMW Workshop. Poor manners pour water on five star service.

At your office, hold Lunch and Learns with specialty offices where you share a lunch with other dental staffs and medical specialists, manners count. If held in your office, use real plates, utensils, cloth napkins and even a tablecloth. You have a tight time frame. Establish the protocol and communicate. Avoid eating while someone is speaking. Try: Introductions, Dr. A. speaks, serve and eat salad and clear dishes, Dr. B speaks, serve cookies.

Americans eat out two of three meals a day. Sit-down manners are glaringly absent. You will be noticed for your excellent manners. Yet, fast food is also a part of our culture. Never drink or eat while walking down the street or returning to your office.

living your life with a state of grace will help you avoid common rudeness. You set the tone for polite expression with “please,” “thank you,” and “excuse me.” You are the host to an important guest. Do not interrupt and assume you know the answer or have the correct information. Do not brag or talk about yourself. Do not talk about others. Avoid “in jokes” when others are not included. Speak softly and people will listen. Do not talk about body functions. Don’t chew gum or eat at your desk.

Guests make decisions instantly based on appearance. Upgrade your staff with black slacks, colored blouses and white lab coats. Dr. Dan Jones did and the comments are all positive. You might also consider having a quarterly aesthetic session where staff’s hair color and cuts are upgraded. Make-up can be upgraded. Yes, the office pays and it really perks up the attitude and confidence in your staff.

In college, we had “pig night,” where manners and protocol were practiced. Hoping for your best behavior, you contributed money when someone caught you talking while eating, passing food incorrectly, utensil use, etc. Our society has changed. Yet, we are wanting to upgrade our offices and attract a higher level of client. Manners, language and a grateful attitude are essential to moving up.

» Back to Top