Learn a fun fast and easy way to train your front desk at https://frontofficerocks.com/
Increase your patient experience and improve the profitability of your dental practice!
Read more at http://dentalmarketingguy.com/blog/laura-hatch-founder-front-office-rocks-interview-dental-marketing-guy-show/
Justin: Welcome to the Dental Marketing Guy Show. I’m Justin the Dental Marketing Guy and today it is a huge honor to interview you, Laura Hatch, who is the founder and CEO of Front Office Rocks. You may have heard of this, frontofficerocks.com, the leader in web based front office training for dental practices. Front Office Rocks founded when Laura recognized the desire to share her success with her fellow dental practices. Laura earned her master in Organizational development, that’s interesting, from John Hopkins University and has worked with her husband, Dr. Anthony Hatch to start and grow two extremely successful dental practices. One outside of Baltimore and their current office in San Diego, California. That’s pretty close to me, that’s good.
Laura: Yeah, right. California West Coast.
Justin: Yeah, it looks like these have been really really successful and you know some of the training that you offer I’m sure you’ve been able to, you know, always love to talk to people that have worked in dental offices and whether their dentist or their front desks or they’re hygienists because they actually know what’s going on. They’re actually in the trenches. So I really love hearing for people that have started dental practices and run them successfully. You know you’ve authored articles for leading dental magazines, web based dental communities and I’ve seen you on dental town in the forums. Laura is a fellow of the American association of dental office managers. A national and international speaker for a leading authority on dental practice management. As well as state and local dental societies, study clubs and she’s an adviser to several companies in the dental community. So, wow, this is quite the introduction you, I’m just going to let you take the floor, Laura. How are you?
Laura: Well good, nice to talk with you. Thanks for having me on today, I appreciate it. I actually love everything that you do. You and I kind of started in the same area, the reason I started from Office rocks was because I think that so many dentists don’t think marketing works and I fully believe marketing works. I’ve had to, you know, fee for service offices. We average between 50 and 85 new patients a month but i think you’re not gonna get great return on investment if your staff’s not handling the phone as well so I love what you do and then I kind of balance that out on the front end because once, you know, you’ve got a postcard out or somebody seen some of your marketing, the next thing you do is you’re going to call your office and the people answering your phones need to be well trained to handling that. So I’m glad we’re talking about this, you know. Subject in the training that I offer.
Justin: So they want mediocre front desk training they shouldn’t contact you but if they want their front desk to rock.
Laura: Yes
Justin: Tell me a little bit about what you do to help the front office rock.
Laura: Yeah, so just like you said my husband’s a dentist so i kind of got thrown into office manager by default because my husband said “Hey you know once you run the back or the front and I’ll be in the back so when I got into dentistry in 2002. I mean just like now there’s not a lot of schools that you can go to, to learn how to be a front office manager. There’s not, you know, a lot of resources out there for us so I had to figure it out on my own and I know that a lot of dentists aren’t trained on the front office part of things so I started from Front Office Rocks with the hope to help the, you know, new employees. The ones coming into a dental office going “Okay how do I do this?” you know “How do I fill a schedule? How do I handle the phone calls? How do I do my daily job” You know. Dental offices aren’t like anything else. I mean they are their customer service and more in the serve industry but we really gotta learn the dental part of it so my goal is to help dentist and teams get their “How to’s” down to the front office, you know everything from that very first phone call to ask him for a referral and ask him to go online and do a review. Everything along the way is really what I focus in Front Office Rocks.
Justin: And maybe we can give the viewers maybe two or three quick tips as far as you know, just a short punchy version if there’s anything that our viewers can do to take action based on your training. What would two or three tips be for “I’m a dentist, I am watching the Dental marketing Guy Show and man, and it sounds great it sounds like you help dentists out? What do I do? What should I do with the first step?
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