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

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:

  • 1.  Can I afford it?  
  • 2.  Do I really need it? 
  • 3.  Is it going to hurt? 

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.


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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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