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

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.

  • M – stands for money. Some people do treatment because it will save them money today or tomorrow or down the road.
  • A – stands for appearance. Some people’s biggest motivator is looking good and the confidence and recognition that results.
  • The first T stands for time. Some people accept treatment because it will save them time in the future or maybe even save them time today if you can do it right now.
  • The second T stands for trust. Some patients have been waiting for the right practitioner to come along that they trust to do the work.
  • C – stands for comfort. Some people will move ahead with treatment to get out of pain, avoid future pain or get more comfort with their existing smile.
  • H – stand for health. Some patients move forward because they know it the right thing to do for their mouth and their health.

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.


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Comment by Manon de Senneville on July 22, 2013 at 8:52pm

The law of 90 and 9...revealing simple facts and so meaningful in the practice.  Treating

each other the way we want to be treated!!!! It is a reflecting image of who we are and where we stand

in our daily relationships! Thanks!

Comment by CROWN COUNCIL on July 9, 2013 at 11:10am

Thanks for sharing your insight and experience Brent!  

Comment by Brent Hicken on July 5, 2013 at 10:01am

The concept of "follow up" also applies to prospective new patients who have contacted the office but were not able to set an appointment in that first contact.  With these, it will most often require following up with them more than once. 

With the practices we work with, we find that those that consistently follow a regular schedule of following up with potential new patients - even up to 8 times across a 3 month time span - have a higher lead-to-patient conversion rate than the practices that only try following up once and especially than those that don't follow up at all.

Comment by Pacific Dental Care & Fastbraces on May 22, 2013 at 10:23am

Our weekly Wednesday meetings use these skills to get progressively better.  We need to focus on each aspect of the Practice Purpose because without all working in sync, the practice will not prosper as it should.  Thank you for the constant reminders and prodding and motivation to become the best.

Comment by Jeanette M. Kern on May 17, 2013 at 6:04pm

Steve, I LOVE these. Short and sweet, you get the message across. We usually start our monthly Team meeting with one or two of these Skill of the Week videos--we laugh, discuss and plan how to implement. Just like any sports team---it's about Basics, and Practice, Practice, Practice.  JK

Comment by Dana Laux on May 9, 2013 at 9:47am

Steve, thank you for taking the time each week to send out a Skill of the Week.  Each one is as amazing as the previous one!


Comment by Pacific Dental Care & Fastbraces on April 16, 2013 at 3:12pm

The overhear psychology technique is the fundamental reason our links are successful.  We are fine tuning our questions and we strive to be great listeners, but simply linking from one team member to the next, in front of our patients, the information is absorbed and makes scheduling treatment that much more effective.

Comment by wendy finley on April 16, 2013 at 12:19pm

The Law of 3 works! I need to do this! Thanks for the reminder

Comment by Lisa K Echols, FAADOM on April 12, 2013 at 11:20am

My favorite tip that you have shared is to "Be Interested, Not Interesting!"  I needed to hear this and so did many of my teammates!  It has reminded us to "Ask" questions and then Listen!  Thanks for always being willing to share to help make Rock Star Teams!

Comment by Janice R Wittmershaus on April 9, 2013 at 1:19pm

I agree with Adam.  We have missed some, so I cannot give you a request for a specific "SKILL."  A listing of all topics would be greatly appreciated.  It would be even better if we could just access the archived links as needed. When I am here for the discussions, I print out the skills that we view for later review, but my collection is far from complete.  Mary B at LTD

Comment by Lynn Best on March 27, 2013 at 12:21pm

Excellent ! Very informative and I've already put this into action :)

Comment by CROWN COUNCIL on March 21, 2013 at 3:05pm

Adam - If you have a specific "SKILL" that you missed or you would like to review one, send me an email and I would be happy to provide you with a link to the video so you can refresh your teams commitment to learning and applying these skills. Thanks!

Comment by Kim L. Shaw DDS on February 27, 2013 at 10:52am

I am happy to hear this!

Comment by Malorie Bean on February 27, 2013 at 10:36am

I love this!

Comment by Stephen G. Blank on February 22, 2013 at 2:06pm


   Thank you for your always uplifting videos and messages. I was amazed how many times I caught myself thinking, "happy to do it" but saying far less effective things....OOoopps!

Steve Blank

Comment by wendy finley on February 20, 2013 at 11:30am

Love this Steve!  I am always so Happy to do it, everything, all things.  It is always my pleasure!  Love my job!

Comment by Troy Gombert on February 14, 2013 at 9:44am

Loved the 80/20 Video...

Comment by stephen mcananey dds on February 7, 2013 at 9:41am

Lake Texoma Dental Care.  These skill of the week clips are excellent!  They are a great refresher of all the things I learned in Boot Kamp years ago - great for all the team members to improve and learn new skills.  Keep em coming!

Comment by Manon de Senneville on February 3, 2013 at 2:46pm

Truthful and helpful!!!! Deciding to start the day with joy every day!!!!

Comment by Gina F. McCray, DDS on January 30, 2013 at 6:00am

Steve, when we renovated our landscaping in 2012,  I made sure to plant a beautiful Japanese Maple right by the employee entrance.  It is growing strong with all of the "deposits" it gets from all of my team on a daily basis!  Thanks for the great idea!

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