A Smile is Worth Everything
In the dental world, we often discuss the importance of providing excellent customer service.
But do we truly ensure that we’re instilling this in our employees? Do we genuinely embody the principles of outstanding service?
It’s easy to assume that we do, but we must remember that every action, every word, and every instance of body language is observed by someone. This is our opportunity to set the standard!
Learning to Communicate
As my groceries were being run through the scanner, the young girl at the register never smiled; she never even looked over at me! She never said “hello” or “good afternoon” and didn’t speak. I felt that she was either having a tough day or hated her job, or perhaps she was quiet and a bit introverted.
Either way, I tried to break the ice by taking the lead and cheerfully saying hello to her. My groceries were all rung up. She handed me the receipt, and I told her I hoped she had a great day.
As I was getting ready to roll my cart out, I noticed two associate managers, probably less than 15 feet away, just watching. I don’t think they were watching me, my check-out girl, or anything in particular; they were just there in case they needed something. That right there was a missed opportunity for these managers.
To me, that’s a learning opportunity! Maybe this young girl never had anyone take the time to teach her how to communicate, or perhaps she had no idea how others perceived her. This is where we need to be the teachers and help.
Be an Example
I pay careful attention to the atmosphere when I go into a store. I watch the people who work there and see how they interact with their customers. I love it when I am at a store and can “feel” the happiness or the excitement in the air.
I want that same thing for my office and all who work there. I want our patients who enter the door to feel the family vibe we discuss in our staff meetings. I want them to be 100% comfortable conversing with my patient coordinator. I want everyone who enters the door to feel as relaxed and happy as I am daily.
That starts with me; it begins with me being an example every day.
I need to show my staff how to act, communicate with our patients, and ensure their body language isn’t telling the wrong story.
Look Them in the Eyes
When our patients walk in the door, I expect that whoever is in our front lobby area will drop whatever they are doing, make eye contact, and warmly welcome them. If they’re working on the most critical spreadsheet of their life, that now must become the second most important thing.
Every person seeks to be accepted, wanted and appreciated. Why wouldn’t we want our patients to feel the same? What greater gift can we give them than to look them straight in the eyes, use their name because that’s the most beautiful word a person will ever hear, and warmly welcome them?
It seems so easy, but we all get caught up in our list of things to do, and we may forget that this crucial step is welcoming someone. I’ve heard over and over in my 52 years that your eyes smile when you smile.
I’m sure that, in my younger years, I didn’t think that this was a “thing,” but this is so true! I like to blame my wrinkles on this, and I can then feel proud of them because I genuinely love to smile!
Compassion is Key
Have you ever tried to converse with someone who just isn’t having it? Maybe you can tell they’re having a rough day or don’t want to carry on that conversation. Truly, if it’s because they’re not a big one on talking, perhaps the dental profession isn’t for them. Maybe they do belong in your office, but not so much face-to-face with patients.
For most in our profession, when someone “just isn’t having it,” it boils down to someone having a rough day. Those are the people I feel the need to connect with.
When we see one of our team members with an angry face or their head buried in their desk, we really need to think about how that makes our patients feel. We can learn so much by watching how our team members carry on throughout the day.
As a manager, you can tell so much about what makes them happy when they’re frustrated or need a gentle reminder that a smile is worth everything. Our body language tells our patients that we’re either full of positive energy and happiness or that they may check out with another person who seems much happier.
We never want our patients to have to guess our mood or move to the next check-out person because the first one looks so angry or unapproachable.
Teach Them with Your Smile
We need to be the leaders and put forth the effort to ensure we’re leading by example every day.
Walk through the office and smile for no reason other than you’ve been given another day to celebrate life. Make sure you take the time to converse with patients you’ve known for years and those new to the clinic just that day.
Most of us in the dental field are genuinely compassionate people who want to make a difference in others’ lives. To me, it’s straightforward to show those around you that your door is open, you’d love to know more about their life and what’s happening in their world, and that just giving someone a smile and a genuine “How are you?” can make more of a difference than you’d ever imagine.
Be that example, and let your smile shine through! You’ll be surprised at how many will follow your lead!
About the Author
Michelle Hatch, CDA, MAADOM
Michelle Hacht is an office manager with a personal mission statement: Be a better version of yourself every day you’re allowed.
Two of her most satisfying achievements include creating leaders out of team members who never asked for the title and creating an atmosphere of open communication and radical candor. Michelle’s professional and personal mission is to leave everyone in a better position than when she arrived.
Michelle is a lifetime member of AADOM and currently holds an AADOM Mastership, which she received in 2024.
