Description

In this episode, we dive into the challenges of managing a long-standing reception team and the importance of proper training, documenting mistakes, and building confidence in your staff. Our hosts discuss real-life scenarios from busy dental practices, highlighting the struggles and successes of team development.

We also share some hilarious and cringe-worthy Confessions of a Dental Nurse, including the dreaded office fridge and microwave disasters—proving that every workplace has its unique challenges and memorable moments.

Whether you’re a practice manager, a receptionist, or just someone who loves a good behind-the-scenes story, this episode is packed with insights, laughter, and practical advice for improving team efficiency while keeping morale high.

Highlights include:

• How to approach training and documenting mistakes in long-term teams.
• Understanding the “skills gap” and giving your staff every opportunity to grow.
• Corporate examples of top-tier customer service training and how it applies to smaller practices.
• Empathy vs. standards: Balancing support and expectations for reception staff.
• Confessions of office mishaps, including the chaos of shared fridges and microwaves.
• Tips for creating a positive work environment even during high-pressure situations.

Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/   

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