In 1936, one of the most popular self-help book in history was published, How to Win Friends and Influence People by Dale Carnegie. In that book, Mr. Carnegie reminds us that the sweetest sound in any language is a person’s name.
Using the patient’s name, especially the new patient, happens by design, not by accident.
Exercise: Write down the three important places in the new patient appointment when you should always use the patient’s name.
Action: Make the patient’s name the most important piece of information you obtain and use with every patient at every appointment.