Dr. Steve Van De Graaff hosts an episode on the single most common struggle he hears from dentists: leading and managing a team. His answer isn’t a culture overhaul or an offsite — it’s a training you can run in fifteen minutes and start using the same afternoon.
The handoff has two rules. First, tell the patient what’s coming next, so nobody sits in a chair wondering why they’re waiting. Second, build up the team member taking over. “Erica’s going to take care of you — she does the best cleanings.” “Sarah’s really good with insurance; she’ll find a way to make this work.” “Kate’s in here with you today, and she’s great with kids.”
Why it works — three effects
- Patient confidence. Patients stop guessing what happens next. Instead, they see a polished, organized office running a system, and they trust the practice more.
- Team performance. When you praise a team member in front of the patient, you’re really talking to your team member. It’s a Dale Carnegie principle: give someone a reputation to live up to, then praise them when they get there.
- Culture. When people build the habit of saying something good about a co-worker out loud every day, respect and teamwork rise with it.
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