Helping patients say "yes" to treatment involves skills that can be learned. The best dental teams work on these skills regularly to refine, improve, and grow their abilities to deliver Total Patient Service. Learn, practice and review these critical skills regularly with the "Skill of the Week" featuring the many different skills you can use to take your practice to the TOP!
Give your team a JUMPSTART by viewing the 12 "DO" Skills and "BE" Skills...important to review all the time but especially for someone new to your team.
Then can be found by CLICKING HERE
Want to see a complete list of Skills of the Week, just CLICK HERE
April 9, 2018
Episode #50 "Confirmation Calls"
Words can make a difference. “Confirm and remind” are words of worry. They communicate that you are worried that the patient is not going to show up. Consider replacing words of worry like “confirm” and “remind” with solid statements of fact. For example, you might say: “Mrs. Jones, I am calling about your 8 AM appointment tomorrow with Dr. Amazing Dentist. I just wanted to let you know that we have everything set and ready for your appointment and we look forward to seeing you shortly before 8 AM tomorrow.”
It is a statement of fact. Not a reminder, not a confirmation.
Exercise: Consider all of the words of worry like “confirm” and “remind” that you could change in your verbal and written communication that would send a more consistent message. Talk as a team about more solid statements of fact that you could use instead.
Action: Start expecting your patients to be reliable. Use solid statements of fact, not words of worry. You’ll keep the hygiene chairs full, with a lot fewer hygiene scheduling messes to clean up.
April 9, 2018
Episode #49: You're On Stage
Just like that actor is putting on a performance in the theater, you are also “on stage” every day. From the moment you walk through the door to the time you go home, “You’re on stage.” Being on stage means doing your best and putting on your best professional performance for every patient at every appointment. You’re on stage.
Exercise: Find a place in the office that every team member passes at the beginning of the day where you can place a small sign that says “You’re on stage.” That will be the daily reminder to everyone on the team to bring their best to work every day.
Action: Make the commitment at home and at the office to be “on stage.” Find your own problem bush outside the office or outside your door at home to unload your worries and your problems so you can be “on stage” for those who need you most. You’re on stage.