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In this episode of the Podiatry Marketing podcast, hosts Jim McDannald, DPM, and Tyson Franklin discuss the critical role of the front desk staff member, or receptionist, in a podiatry business.
 
They emphasize that this role is not just about answering phones but is pivotal in representing the clinic's brand and ensuring a positive patient experience. They highlight the importance of selecting someone who is not only hospitable and professional but also fits the business's image and standards.

The discussion covers various aspects, including appearance, communication skills, handling online communication, dealing with complaints, and the necessity of ongoing training and education. Jim and Tyson argue that front desk personnel should embody the clinic's values and professionalism, both inside and out, and stress the distinction between the roles of a receptionist and a practice manager.

The episode also touches on the challenges and strategies for managing inherited staff when taking over an existing practice.

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