Dr. Huff
If the office fridge is missing this beverage, Dr. Huff may or may not be accepting patients today.
What is Coke Zero?
Front desk? Assistants? Hygienists? Doctors? This person is responsible for creating an exceptional patient experience.
Who is everyone on the team?
Good service waits for the patient to ask. This kind of service figures out what they need before they even have to ask.
What is exceptional service?
A patient is already here, already numb, and has additional treatment that can appropriately be completed today. Offering to take care of it now instead of making them come back is called this.
What is extending the appointment?
In our office, this means noticing the little things, anticipating needs, taking ownership, and making every patient feel like today’s VIP.
What does "white glove" service mean in our office?
When a tooth has officially overstayed its welcome, Dr. Huff calls on this instrument to help show it the door.
The Goldie
The clock starts the second a patient walks through the door. This is when they should be acknowledged—even if you’re in the middle of something. What should you make sure to always do?
What is with eye contact, a smile, and a warm greeting immediately as they enter.
Morning huddle starts with everyone in their seat, prepared, and ready to go—not walking in, unpacking lunch, or visiting the locker. This is the magic time to be ready.
7:40 am
A patient is upset, and your brain already has the perfect explanation ready. Resist! This should always come first.
What is listen without interrupting or becoming defensive?
Forget the free toothbrush—these are the feelings we really want every patient walking out the door with.
What are feeling known, cared for, confident in their treatment, and grateful they chose our practice?
Before these implant instruments hit the autoclave, there’s a right way and a Dr. Huff-is-going-to-notice way. What’s the right way?
What is return them to their proper spots in the implant kit and sterilize them together?
Five simple words can turn “I think we’re done here” into exceptional service. This question makes sure the patient leaves with everything they need.
What is “Is there anything else I can do for you?”
1) “That’s not my job” may be true in your head, but it should never be the patient’s problem. This is what we do instead.
2) Replace the customer-service dead end of “I don’t know” with this much more helpful phrase.
What is take ownership and connect the patient with someone who can help?
What is "Let me find out for you?"
Before we officially say “See you next time!” and send a patient on their way, these four things should be wrapped up at the end of every appointment.
What are scheduling their next appointment, reviewing their receipt and financial information, reviewing applicable insurance benefits, and making sure they don’t have any remaining questions?
No dropping the patient at the front desk and disappearing! A proper patient handoff should include these four things before you make your exit.
What are introducing the patient by name, reviewing the important findings and doctor’s priority, reinforcing why treatment matters and what could happen if it’s delayed, and asking if they have any additional questions?
What’s the fastest way to make Dr. Huff’s eye twitch in the middle of a procedure?
What is leaving the room to get something because it wasn’t properly prepared?
“Hey, you!” probably won’t win us any five-star reviews. Whenever possible, this is how we should address our patients.
What is their preferred name? People feel valued when we know and use their name
You spot trash on the floor, a dirty countertop, or something out of place. Congratulations—you’ve just discovered whose responsibility it is.
What is mine?
A nervous patient admits, “I’m really scared of the dentist.” This dismissive response might be well-intentioned, but it’s exactly what we shouldn’t say.
Acknowledge their fear, reassure them, and ask what would help them feel more comfortable.
Before you clock out and head home, don’t forget the thermostat! This is the magic number it should be set to at the end of the day.
What is 74F?
This is the most important role of a hygienist—and spoiler alert, it’s more than just cleaning teeth.
What is discovering and documenting the patient’s needs and helping them achieve a fully healthy mouth?
A patient has been waiting longer than expected and is starting to check their watch. Don’t wait for them to complain—this is your next move.
What is acknowledge the delay, apologize, give them an update, and make sure they feel cared for?
Complaints about coworkers, the schedule, or the absolute chaos of the day should never be done when
Within earshot of the patient. The patient should experience a calm, confident, professional team
A patient is wandering the office looking for the bathroom, and it looks like they took a wrong turn at Albuquerque. What should have been done?
What is personally walk with them and help them get where they need to go? Don't point and give directions!
There’s no official “Google review o’clock.” This is the best time during an appointment to ask a happy patient to share their experience.
What is anytime it feels natural and appropriate?