Reception versus telephony

There is possibly nothing more irritating to my 50+ demographic, than either waiting for or interrupting MY customer service experience in order to deal with an incoming call.
No matter how polished the apology – it’s just a cardiac inducing pain in the ass.
So why do dental practices mix reception and telephony?
Perhaps to cope with the needs of low-expectation patients who just want a Government-sponsored sheep dip.
But in private practice I expect that telephony will be hidden away – somewhere else in the building – so that my receptionist can deliver a concierge experience when I arrive and depart.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.