Laura Hatch from Front Office Rocks 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 Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service. 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:

Front Office Rocks

@dentalrockstars on Twitter

Laura Hatch on LinkedIn

Front Office Rocks on Facebook

Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service

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