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
October 10, 2017
Episode #24 "Repeat & Refer: TIME"
What’s going on in your own life is going on with your patients. Listed as the top reason patients and customers repeat and refer is…time! Be on time. Time has become one of if not the most valuable commodity that most people have. We perceive that we have too little of it and we want more of it. It used to be that patients were willing to wait for however long it took to been seen in a medical or dental practice. No so much any more. With so many choices available, people will go to the place that honors and respects their time.
Exercise: List all of the ways you can better manage patients time as well as manage their time expectations. What are the questions you can ask to discover their expectations? What are the things you can do to make sure you are always on track with their time?
Action: Make your patients’ time one of your top priorities. They will appreciate your extra concern. They’ll come back. And they’ll tell everyone about you!
October 3, 2017
Episode #23 "Choice vs. Chance"
Think about the difference between tennis and racquetball. In tennis, if you hit the ball too far to the right or to the left, the ball goes out of bounds and you have to chase after it. In racquetball, because the game is played in a closed room with a wall on every side, if you hit the ball too far to the right or to the left, it just bounces back on the court. You don’t have to chase anything, just position yourself properly and hit the ball.
In the same way, too often we hit the figurative ball to the patient in a way that gives it too many chances to go out of bounds. So let’s play racquetball by giving patients a choice of options, any of which will work. When you give patients a “chance” to say yes, you run the risk of the ball being hit out of bounds. When you give patients a “choice” from the viable options that are available, the ball always stays in bounds and you don’t have to chase it.
Exercise: What are all the opportunities you have to play racquetball instead of tennis in the office? Write down 4 or 5 places in the patient experience in your office where you can give patients a choice of options, any of which will work for you. Appointment times, choice of anesthetic, choice of fluoride flavors, choice of financial arrangements, choices, choices, choices. Keep that ball in bounds!
Action: Create the habit of playing racquetball, not tennis in your practice. Keep the ball in bounds. Every opportunity possible, give your patients a choice, not a chance. Give them a choice of options, any of which will work.