Crown Council Member Network

Skill Of The Week

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

October 10, 2017 

Episode #24 "Repeat & Refer: TIME" 

What’s going on in your own life is going on with your patients. Listed as the top reason patients and customers repeat and refer is…time! Be on time. Time has become one of if not the most valuable commodity that most people have. We perceive that we have too little of it and we want more of it. It used to be that patients were willing to wait for however long it took to been seen in a medical or dental practice. No so much any more. With so many choices available, people will go to the place that honors and respects their time.



Exercise: List all of the ways you can better manage patients time as well as manage their time expectations. What are the questions you can ask to discover their expectations? What are the things you can do to make sure you are always on track with their time?

Action: Make your patients’ time one of your top priorities. They will appreciate your extra concern. They’ll come back. And they’ll tell everyone about you!


Skill of the Week “Repeat & Refer” Video Series

Episode 23 Repeat & Refer: The Purpose of the Practice

Episode 26 Repeat & Refer: Time

Episode 58 Repeat & Refer: Be Nice!

Episode 64 Repeat & Refer: Follow-Up 

Episode 76 Repeat & Refer: Do What You Say You'll Do

October 3, 2017 

Episode #23 "Choice vs. Chance" 

Think about the difference between tennis and racquetball. In tennis, if you hit the ball too far to the right or to the left, the ball goes out of bounds and you have to chase after it. In racquetball, because the game is played in a closed room with a wall on every side, if you hit the ball too far to the right or to the left, it just bounces back on the court. You don’t have to chase anything, just position yourself properly and hit the ball.

In the same way, too often we hit the figurative ball to the patient in a way that gives it too many chances to go out of bounds. So let’s play racquetball by giving patients a choice of options, any of which will work. When you give patients a “chance” to say yes, you run the risk of the ball being hit out of bounds. When you give patients a “choice” from the viable options that are available, the ball always stays in bounds and you don’t have to chase it.



Exercise: What are all the opportunities you have to play racquetball instead of tennis in the office? Write down 4 or 5 places in the patient experience in your office where you can give patients a choice of options, any of which will work for you. Appointment times, choice of anesthetic, choice of fluoride flavors, choice of financial arrangements, choices, choices, choices. Keep that ball in bounds!

Action: Create the habit of playing racquetball, not tennis in your practice. Keep the ball in bounds. Every opportunity possible, give your patients a choice, not a chance. Give them a choice of options, any of which will work.



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Comment by Pacific Dental Care & Fastbraces on August 9, 2017 at 11:22am

"Will You" is my favorite Skill of the Week to review.  It is simple and effective and it can be applied to the patients, the team, and to the family at home.

Comment by Franklin Hulme on June 21, 2017 at 10:27am

thank you so much

Comment by CROWN COUNCIL on June 20, 2017 at 6:20pm
Comment by Franklin Hulme on June 20, 2017 at 4:38pm

how do I get to previous skill of weeks that I would like my team to review again

Comment by Patricia Worcester RDH, BS on February 23, 2017 at 5:19am

I love the law of 3's Repetition. We try to repeat for the patient between 5 - 7 times. As a hygienist I talk to the patient about their perio and restorative problems and concerns (#1). Than I use the intra-oral camera to show and use emotional word pictures to describe their conditions, along with features and benefits (#2). Than the Dr. comes in for the hygiene exam and I use Over Hear Psychology to tell the Dr. what I have reviewed with the patient (#3). The Dr. does the exam and confirms hygiene findings and reviews with patient (#4). After the Dr. leaves I summarize again with the patient the treatment plan, and how the patient wants to schedule (#5). Than I take the patient to the business assistant and transfer using the word pictures on why the patient is moving forward, and how they want to schedule their visits (#6). The business assistant does the financial plan and reconfirms the features and benefits to the patient on moving forward (#7). 

Our patients are always telling us they really appreciate how much time we spend with them and explain things so they understand. It is really just a matter of Repetition so they actually HEAR what we are saying and get engaged into the conversation. This way when they go home they can explain what they need to do and why they need to spend the money on their oral health.

Repetition is a valuable tool also with team and family members! Thanks for a great video.

Comment by Joseph Castillo on October 5, 2016 at 9:07am

By far this is one of the best Skills of the Week video. Not only is this skill is meant for our patient but our team members within the practice. How many times have you judge a team member because an action or patterns. We have either wrote them off or immediately start laying down disciplinary hammer. Find out their story... Have that compassionate conversation of what's going on, what's the cause of the behavior or disconnect. Great video and message!

Comment by thomas pekar on September 2, 2016 at 7:57am

This week we said next to a patient who was calling to let me know that he would probably be calling me on a sunday morning for a free extraction. Seems he is the nephew of the dentist I purchased the practice form 20 years ago and thought that free dentistry comes with the package.

The second is a man who came in looking for  2 mini implants, but had not used a tooth brush in the 6 years he had an upper implant roundhouse. 1 cm bone loss. I know from his attitude that he would be a lost cause and referred him to a periodontist who will glady save the case for double what the original cost was.

We are turning away at least one case per week because Approval addiction cannot be cured but can be successfully managed. next your friend tom pekar

Comment by Manuela Castaneda on June 9, 2015 at 10:53pm
I enjoy learning new approaches of dentistry to keep and do the best for our patients and our practice
Comment by Becky Bennett on June 3, 2015 at 10:36am

Great information as always.  We are taking action in our office! Thanks

Comment by Susan Wright on April 7, 2015 at 10:18am


We enjoy the skills of the week.  One question, Dr. Munro was wondering if you have any other music we would like to show all our dance moves and this song limits us in our free style moves.

P.S. Although at our age that may be a good thing!

Comment by Jeanette M. Kern on November 19, 2014 at 10:21pm

one of our favorites. The team came out of the Morning Huddle fired up and nodding their heads after seeing this one:)

Comment by Mitchel Friedman on September 11, 2014 at 4:44pm

I love the shirt. I am going to have these made up for my team

Comment by Anne Cox on August 20, 2014 at 7:34am

Wording is so important! Thank you!

Comment by Anne Cox on March 12, 2014 at 9:04am

This week's skill is GREAT! We get so wrapped up in the scientific part of our job, sometimes we forget the patient is going to lose us in conversation. They will more likely to hear how it's going to benefit them personally.

Comment by Fariba Kalantari on March 9, 2014 at 10:28pm

Thank you Steve,  "Skill of the Week" has been a great addition and a start of our weekly meetings.

Comment by Bryan William McLelland on December 14, 2013 at 9:27am
Blink by Malcom Gladwell discusses this thin slicing in his excellent book. Bryan
Comment by Brad Stanley on November 6, 2013 at 2:10pm

WILL YOU?  What a great lesson.  Beneficial to all my team and my myself.

Comment by Sean Vanderbilt, RDH, BS on November 5, 2013 at 10:52pm

Great exercise! I will keep this skill in mind and commit each day to trying my best to be an eagle.

Comment by Pacific Dental Care & Fastbraces on November 5, 2013 at 1:12pm

I have some characteristics that are naturally "eagle-like", but can easily be "turkey-fied".  We will work as an office to make sure the turkeys are only seen at holiday dinner tables.  Thanks for the pep talk!

Comment by Todd Thompson on September 18, 2013 at 12:32pm

I'm totally new to the crown council but I can't stop loving it!!  Every informational CD, Audio, Visual, whatever comes out is like a EUREKA moment!!  I'm think I'm joining the fan club.

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