Recently, something happened in my practice that I think you will relate to.
A patient came in for an emergency visit. The assistant scheduled the next appointment in the back, went over everything except one small but important detail: the pre-collection policy.
When the patient got to the front, they were surprised to learn they owed a copay.
The front desk team member knew the rule, but she was frustrated that the back had not done their part. So she said, “Do not worry about it. We will take care of it later.”
You can guess what happened next. The patient came back, got the treatment, and did not pay.
Now the front was mad at the back, the back was mad at the front, and everyone was frustrated.
But the real issue was not the missed payment. It was the us versus them mindset.
This “not my job” thinking creeps into so many practices and quietly destroys your culture from the inside out.
It shows up as ignored calls, skipped duties, and resentment, and it all stems from one thing: miscommunication.
In this week’s episode, we break down:
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Why the us versus them divide happens in every dental office
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How to use ripple conversations to rebuild unity
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The one mindset shift that turns your team from frustrated to fired up
Turn resentment into unity. Learn the ripple strategy today.
Listen here:
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Thank you everyone, I hope you are all doing well! Thanks for your continued support of the podcast!
