Your Admin Team Is Your First Impression—Make It Count

When patients think of your dental office, they often picture the dentist or hygienist. But their very first impression—and sometimes the most lasting one—is shaped by your administrative team. They are the ambassadors of your practice, setting the tone before a single instrument is picked up.

Recently, I spoke with a patient who shared her frustration. Her dentist had kindly referred her to a specialist, but she couldn’t get through to their administrative team to book the appointment. Calls went unanswered, and messages were not returned. She felt ignored, undervalued, and eventually said, “If they don’t care enough to call me back, how are they going to treat me in the chair?”

Contrast that with another practice I visited, where the dentist carved out time in a team meeting to review a phone call transcript with their admin team. What struck me wasn’t that there was anything wrong with the call—everyone agreed, it was a good call. But this dentist knew his team was capable of more. They were focused on sharpening their skills, elevating the patient experience from competent to exceptional. That kind of leadership creates a culture of excellence, one where patients feel valued at every step.

Once your administrative systems are solid, the next step is to refine and elevate them.

Here are the three ways to take your front office team to the next level:

1. Invest in Ongoing Training

Treat phone calls, scheduling, and financial conversations as skills to be mastered. Regular role-playing or reviewing real call transcripts can help identify opportunities for improvement.

2. Create Time for Feedback and Growth

Block time during team meetings to talk about what’s working and what’s not. Encourage a culture where feedback is not criticism, but a tool for professional development.

3. Celebrate the Wins

Recognize when a team member handles a difficult call with empathy or turns a frustrated patient into a loyal one. Small wins build confidence and reinforce the kind of behaviour you want repeated.

Your administrative team is more than support—they are your practice’s front line. Investing in their growth is an investment in your patient experience, your brand, and your long-term success.

With Courage and Encouragement,

Monica Watson