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 Brion Scott Weinberg on December 11, 2012 at 10:37am

Love this stuff!!!

Thank you Steve!

Comment by CROWN COUNCIL on December 4, 2012 at 11:18am

Thanks Pinebrook Dental for your positive comments!  We are currently working on a "Skill of the Week" archive so you can go back and re-watch and master previous skills.  Thanks for your suggestion -- coming soon! 

Comment by Pacific Dental Care & Fastbraces on November 7, 2012 at 2:40pm

Great information.  Each week we use these skills to become better at our chosen profession.  Thank you.

Comment by Dr. Charlene S. Berkman on November 7, 2012 at 10:46am

This is an important lesson, that you can also apply when you get a new patient from a dentist who died,moved away or one from an office you recently purchased. Listen and take care of their needs now,build confidence,do NOT tear down the prior dental work/dentist, and gain their trust first. Learn where they are in their hierarchy of needs and start not sell,listen and serve them well at that level,first.

Comment by Lynn Best on November 6, 2012 at 2:16pm

I cannot wait to share this with everyone on Thursday morning, thank you ....Love it . !

Comment by Claudia Hull on October 3, 2012 at 11:48am

Hi everyone, can't wait to share this weeks SKILL!

Thank you for helping us reach - greatness!!

Comment by Phil McElfresh on September 25, 2012 at 9:13pm

These are really good reminders!

Comment by Lillian Hatzenbiler on August 29, 2012 at 11:44am

Love the NP Hx questions about their previous DDS. .

Comment by Natalie Goodman on August 29, 2012 at 9:01am

It is always nice to be reminded of how important all of the questions we ask our patients are.  It is was sets us above the rest.

Your passion for patient care is contagious!

Comment by Lisa Barrera on August 20, 2012 at 10:11am

Thanks Steve! We love these videos in our office and we appriciate your time creating them! We start an email thread on tips how to master the skill to share our ideas.  Thanks for all you do.

Comment by Vernon Gaffner on August 15, 2012 at 8:22am
"Attaboy!" Steve. Isn't it amazing, when you're actively observing a person so you can offer an appropriate complement, you see them in their best light. It'll make your day better too while enhancing theirs. Thanks for ToPS in advice! Vern
Comment by Kenneth W. Berger, DDS on August 11, 2012 at 7:03am

Great Tie Steve!!  Keep up the good work on these!

Comment by Bonnie Vitangeli on August 9, 2012 at 7:17am

Just viewed the skill of the week "Compliments" with our team. a great follow up to this for a team meeting is Dave Webers "Filters" Brought on a lot of great feedback  from our team and inspired us to look at some of our less favorite patients in a more positive light and pass on a compliment. Thanks for these opportunties to re-educate ourselves and our team.

Comment by Jane Thomas on July 27, 2012 at 4:32pm

I love these videos; they contain so much wisdom in so few minutes. Thanks for helping us improve!

Comment by Deb Ham on July 2, 2012 at 1:21pm

The Skill of the Week has been very useful to our team.  Thanks, Steve, for taking the time to help us with your brief but powerful words and illustrations!  What a great benefit of being a Crown Council office!

Comment by Brynn Buckmaster on July 2, 2012 at 12:05pm

what a difference that makes!! Thanks crown council, very good advice. I'll be playing raquetball for sure rather than tennis in the dental office :)

Comment by Pacific Dental Care & Fastbraces on June 20, 2012 at 7:10am
Works beautifully, and shows we are interested, not interesting.

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