Never underestimate what a support team can do for your lab

Ashley Byrne shares why investing in a support team is not just beneficial for your lab, but essential for the future of the industry

As dental laboratory owners, we are deeply embedded in manufacturing. Our industry, often described as a cottage industry, thrives on the skill and precision of highly trained technicians.

However, with the ongoing technician shortage, we must rethink how we structure our operations to maximise efficiency and job satisfaction. One of the most effective ways to do this is by building a strong support team.

Recruiting skilled technicians is becoming increasingly difficult. As a result, the technicians we do have are in high demand, and their time is more valuable than ever. Every minute spent on tasks outside their core responsibilities – whether answering calls, responding to emails or handling administrative work – is a minute lost from production.

In an industry where quality and turnaround time are crucial, these inefficiencies can significantly impact the bottom line.

The role of a support team

While a support team does not manufacture anything directly, its impact on the lab’s productivity is profound. A well-structured support team acts as the gatekeeper, shielding technicians from distractions and non-technical tasks so they can focus on what they do best: crafting high-quality restorations.

A dedicated support team can manage customer communication, including handling calls, emails and customer queries, preventing technicians from constant interruptions. They can assist in streamlining the workflow, organising cases, scheduling and ensuring everything is in place for technicians to work efficiently.

We can often forget about enhancing customer service as a lab. Support teams help build relationships with clients and ensure they receive timely updates and assistance.

While recruiting is a nightmare, we must also not forget the importance of retaining talent. Using support teams means technicians can focus on their craft without being bogged down by administrative burdens, leading to a more enjoyable and productive work environment.

The business case for a support team

Investing in a support team may seem like an added cost, but in reality it is an investment that yields significant returns. When my Dad and I started Byrnes, we were a small team of three technicians, yet we had two support staff from day one.

Without proper support, technicians become overwhelmed, errors increase and turnaround times suffer. This not only affects productivity but can also impact client relationships and, ultimately, your profitability.

By implementing a robust support team, labs can increase efficiency and workload without the stress of overworking people. In many cases, you can handle more volume with less stress and more enjoyment. When technicians spend more time at the bench and less time on administrative tasks, productivity naturally rises. With a structured system in place, miscommunications and mistakes are minimised, which in turn reduces remakes and adjustments.

These teams also improve customer retention. A dedicated team ensures consistent and professional interactions, strengthening client trust and loyalty.

This also helps with scalability, which in this modern industry is becoming more relevant. A well-run support system allows a lab to grow without overwhelming technicians or compromising on quality, which is essential for the value of dental technology and patient care standards.

Building an effective support team

Creating a successful support team requires strategic planning. It is essential to hire individuals with strong communication and organisational skills who understand the industry’s nuances.

Training should focus on customer service, workflow management, and the specific needs of the lab. My team includes a mix of people from hospitality to ex-nurses and practice managers, and they all play a key role in improving the lab from different angles and multiple levels.

It’s safe to say my admin and operations team (called CTS for us) have taken Corus Byrnes to new levels of customer service and technical support.

In a sector that often prioritises manufacturing above all else, the value of a strong support team cannot be overstated. While they may not be crafting restorations, their contributions are instrumental in making the lab function smoothly, improving efficiency and enhancing both technician satisfaction and customer service.

As we navigate the challenges of technician shortages, investing in a support team is not just beneficial—it is essential for the future of our industry.

Catch up with previous columns from The Lab Expert:

• A dental technician’s guide to embracing change
• Looking into 2025: the year for dental technicians to lead the charge 
• A quiet lab is a troubled lab – and it’s not about the money
• How do you transition from analogue to digital?
• The challenge of driving change in the dental lab.

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