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 23, 2018
Episode #51 "Let Me Think About It"
Have you ever had a patient say something to you that stopped you dead in your tracks; that just left you speechless, without any good response that would further the conversation? Well maybe it does not happen that often, but if there is that can trip up even the best, it is this patient response to a treatment recommendation: “Let me think about it.”
How do you respond to that? What do you say? Do you say, “Ah…what are you going to think about?” or “OK. Let us know.” The challenge with the “Let me think about it comment is that it gives you nothing to really talk about.
The secret of dealing with the “Let me think about it” comment is really giving them something to think about. Your response might go something like this: “Mrs. Jones, that sounds like a good idea. It is important that you give a decision like this the proper amount of consideration. In fact, most patients tell me that when they think about treatment like this, they think about one or more of three things:
Which one of those are you going to think about the most?”
Exercise: This is one skill you really have to practice. You have to get the words down and have them memorized so they are available at the exact moment you need them. So jot them down and commit them to memory, “Most patients tell us that when they think about treatment they think about one or more of three things: Can I afford it, do I really need it, or is it going to hurt. Commit that to memory today so that you are prepared the next time a patient says, “Let me think about it.”
Action: Someone once said that luck is when preparation meets opportunity. You’ll have more luck with patients who say “Let me think about it,” when you are prepared with the best response: Can I afford it, do I really need it, is it going to hurt. Now think about that!
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.