Episode 3 - Reception Realities & Confessions: Training, Team Challenges & Hilarious Mishaps

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/    Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram  https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin  https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok  https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin  https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach