Dentist, are you late? Learn how to position those patients that are waiting for you

There is no denying that clients are uncomfortable in late situations, even though most of the time professionals delay due to difficulties and unexpected treatment situations. However, when they are informed about the waiting time, they feel calmer and willing to understand the situation.

In such cases, the professional himself or the assistants should advise the receptionist of the delay and the time for the next appointment. Delay situations are managed by the receptionists. When a delay occurs, I recommend the following conduct:

- Situation 1: The receptionist was informed by the professional and / or assistant that the waiting time will exceed 15 minutes.

Solution: In such cases, the receptionist must communicate to the patient a waiting forecast. Always increase the forecast so that there are no problems with false promises.

- Situation 2: The receptionist was not informed by the professional and / or assistant and the waiting time exceeded ten minutes.

Solution: After ten minutes late, the receptionist should tell the customer that he will check what is going on and enter the office to request a service forecast. Thus, the return should occur to the client communicating that the procedure took longer than planned and, according to the professional, the service will take approximately X minutes.

Integrated communication is the best way

Employees should never comment on delays in front of customers who are in service. Thus, when necessary, communication on this subject should be discreet. For example, the employee may ask about the time indicating the region of the wristwatch on his arm and, so that the service is not interrupted, the team may use communication codes. For example, each finger may be five minutes late, so if the professional or assistant raises two fingers, it represents a time of ten minutes.

Through this conduct, you and your team can provide more assertive service, minimizing uncomfortable situations with customers who are waiting for their turn to be served.

Marinho Pinheiro Teixeira: Dental Surgeon - Unicid; MBA in Health Management and Marketing - São Leopoldo Mandic; Training of Dental Auditors - Fundecto; General Coordinator of the Management Center and partner of Altera - Service Intelligence Center.

Source: Implant News Prótese News. Available at: http://www.inpn.com.br/Materia/OdontologiaNegocios/132532. Access on: 11/14/2019.