I recently evaluated an audit we performed for one of our clients as part of our Practice Audit Program. This monthly program gives the doctor insight into how his or her front office staff is manning the phone lines. We have a “mystery caller” call in each month to ask about various topics. This month, my caller was inquiring about a whitening offer. The woman who answered the phone (we’ll call her Lacy) made quite a few drastic mistakes that I thought noteworthy enough to share with all of you…
To begin on a positive note, Lacy knew the various whitening procedures in good detail and she was able to communicate this to the caller. The doctor can congratulate her on that when he sits down for their next training session.
However, take good notes on the following as they are typical - but critical - mistakes that almost every practice makes.

First of all, your staff must ALWAYS refer to teeth whitening procedures as “whitening” not “bleaching.” It may sound trivial, but many people hear “bleach” and think the household cleaner, potentially lethal if swallowed. You absolutely do not want that image associated with your services.
On this particular call, Lacy failed to […]

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