Lisa Marie Spradley, FAADOM, is the Front Desk Lady. She has worked in the front office for 20 years and understands the struggle to put patient’s needs first while still taking care of the business of the front office. As a coach and speaker, she trains teams to develop conversational skills that can lead to more production and increase in-office referrals. Lisa is a published author having written articles for industry publications such as Dentistry IQ, The Dental Geek, and AGD Impact. Her ebook “Press 3 to File a Claim,” is available for purchase online at www.press3tofile.com. An active, lifetime member, and Fellow of the American Association of Dental Office Managers (AADOM), Lisa was honored to be named the 2014 AADOM Office Manager of the Year. Her years of experience as an office manager led her to create in office workshops that offer a common sense approach to help teams strengthen leadership and communications skills, and focus more on individuals.
In this episode we discuss:
-the benefits of investing in team training, and different ways that you can train your team
-What systematic way that team members should be answering the phone
-If someone were to call and ask, how much is a crown, how you should respond
-The role of the front desk in the overall customer experience
-The role of the front desk in creating the practice’s culture
-How to manage conversations with patients when you are out of network
Make sure to join us on the inside of the Delivering WOW Hangout, the free Facebook groups of the Delivering WOW Community: www.deliveringwowhangout.com
In this episode of the Delivering WOW Podcast, I interview Marcia Woon Choy, my business coach.
In this episode we discuss my journey of building a Delivering WOW practice.
We discuss how I was able to transform my team, and the systems which were put in place to build a practice that could run without me.
We discuss the exact strategies which were used to create a practice full of raving fans, and the specific strategies which were put in place to fast-track success.
In this episode you'll learn:
How you can get your team aligned, and what to do when your team members are resisting change
The concept of working on your business vs working in your business