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.
They can be found by CLICKING HERE
Want to see a complete list of Skills of the Week, just CLICK HERE
December 11, 2018
Episode #90 "Discover the W5"
Have you ever considered that delivering a great dental experience is like being a great journalist?
Think about it, the best articles you have read in the newspaper or in a magazine did a great job of telling you things about people you did not know like who they are, what the did and what happened, when things happened, where it happened, and most importantly why it happened. In journalism, it is what is called the W5: who ,what , when, where, and why. Every good story tells you about all five of those things.
Similarly, a great patient experience is created when we know the W5 about each patient because it helps us customize the visit.
Exercise: Find someone to work with right now on your team and take 2 minutes to discover their W5. You might ask them who are the types of people they most like to work with. What is it they like most about their job. When are the times they have felt their best at work. Where have they felt most effective at work in the past. And why do they prefer working in dentistry. Discover their W5 and you will discover a whole new co-worker!
Action: Be a good journalist with your patients. Discover their W5. Who, what, when, where and why. The more you know about them, the more you will understand about their story and will be able to create a great experience in your office that they will want to share and tell to other people.
December 4, 2018
Episode #89 "What Matters Most"
Every patient has their “why.” It is what we call their M&M or what Matters Most to them. The M&M is not just the procedure and the benefit the patient will get from it. But it is the reason WHY they want what they want. It is their true motivation.
Exercise: Work with the next new patient that comes into your office. Ask him or her what the most important thing is to them about going to the dentist. Then listen to the response and follow up with one or more additional questions to find out not only what he or she wants, but why he or she wants it. Find and listen for the M&M.
Action: Make M&M’s a part of your daily diet. Don’t be content with talking about procedures with your patient. Find out what they want and why they want it. Find out what matters most to them. Find their M&M!