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
January 16, 2018
Episode #35 "Finding the MATTCH"
Helping patients see the connection between recommended treatment and what they really want becomes one of our most important responsibilities. It is what we call finding the MATTCH. Each letter of the acronym MATTCH is a reminder of the 6 possible benefits we have to connect to the recommended treatment.
Exercise: Write down the six benefits represented by the acronym MATTCH. Money, appearance, time, trust, comfort and health. Keep those six words in a place where you can see them regularly as a reminder to find the MATTCH with every patient.
Action: Find the MATTCH with every patient every day. It can start as early as the first phone call to the office. Just ask, what is the most important thing to you about your visit? What’s the most important thing to you about your dental health? What’s the most important thing to you about the treatment that has been recommended? Just ask to find the MATTCH.
January 9, 2018
Episode #34 "Primary Concern"
When you really boil it all down, we are motivated by one of two things: pain or pleasure; like or dislike. We seek the things we like – the things in which we are interested. We avoid the things we dislike – the things of which we are afraid.
Fear comes from one of two things: a previous bad experience or fear of the unknown. Either type of fear evokes negative emotions; emotions that left unaddressed will stand in the way of moving ahead with needed treatment.
Discovering a patient’s fears or what we call Primary Concerns, early on, makes addressing those fears or concerns easier.
Exercise: Make a list of the best questions you can ask to uncover Primary Concerns. Questions like, “What are the biggest concerns you want to make sure we address during your visit?” And, Why did you leave you previous dentist?” Get in the habit of asking for and identifying every patient’s primary concerns.
Action: Never proceed with recommending treatment until you know you have identified a patient’s primary concerns. Then show them how your recommendations will resolve their Primary Concerns.