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.  

They can be found by CLICKING HERE

Want to see a complete list of Skills of the Week, just CLICK HERE





October 8, 2018

Episode #82 "The Three Minute Rule" 

In studies by medical malpractice insurance companies on why some surgeons get sued while others don’t, some interesting discoveries were made. They divided surgeons into two groups: those who seemed to get sued frequently and those who never got sued. They went into their practices. They watched. They measured. They observed. What they discovered drew a very clear line between the habits of doctors and teams that patients like, and doctors and teams that patients dislike.

One of the habits of doctors and teams that patients like and rarely sue, is that the doctor was spending 3 minutes more with each patient compared to the doctors who were getting sued consistently. 3 minutes. That’s all.

Three minutes is not a lot. But when surveyed, patients who visited the good surgeons over estimated the amount of time the doctor spent with them while the patients who visited the “bad” surgeons dramatically underestimated the amount of time the doctor spent with them. Time, for most patients, is measured by perception even more than by minutes by most patients.

Exercise: How do you really use the time you have with the patient? What is your focus? How do your patients feel as a result of your focus? How can you focus more on the patient in those precious minutes so they feel appreciated, listened to, and understood?

Action: Follow the 3 Minute Rule. A few extra moments with the patient may make all the difference. What you do during every minute with the patient will make THE difference. It’s all about time AND attention. The right kind of attention. It’s the 3 minutes rule.

October 2, 2018

Episode #79 "Asking For Referrals" 

It is not uncommon for potential new patients to call the office and ask, "Are you taking new patients?" You may think to yourself, "of course we are! If we didn't, we would go out of business." What may seem like a silly question to you is a question many patients ask themselves even when they don't verbalize it. Many existing patient may see everything going on in your practice and just assume that you have all the patients you need and want and so they...tell no one about your practice!

Before all the elaborate referral schemes, referral cards, signs in the office that might say "Referring your friends is the highest compliment you can give our practice," and so forth, perhaps some simple verbal skills chair side are in order.

Exercise: Take a moment to rehearse the simple asking for referrals formula: Compliment and ASK. "Thanks Mrs. Jones for always being so reliable for your scheduled appointments. We would love to have more patients just like you. WHO do you know that could use a good dental home?" Make sure the compliment is specific to the person, then just ASK. Practice saying it in your own words first, then you'll be comfortable saying it in front of a patient.

Action: As a team, pick at least two patients a day on your schedule to ASK for a referral. At least two. Pick the patients that you know have a good relationship with the practice. Then just ASK...WHO else do you know...

Comment

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Comment by Yahya Mansour on July 30, 2018 at 11:43am

Team, what are some of the questions you guys ask to find out what the patient's story is?

Comment by Pacific Dental Care & Fastbraces on August 9, 2017 at 11:22am

"Will You" is my favorite Skill of the Week to review.  It is simple and effective and it can be applied to the patients, the team, and to the family at home.

Comment by Franklin Hulme on June 21, 2017 at 10:27am

thank you so much

Comment by CROWN COUNCIL on June 20, 2017 at 6:20pm
Comment by Franklin Hulme on June 20, 2017 at 4:38pm

how do I get to previous skill of weeks that I would like my team to review again

Comment by Patricia Worcester RDH, BS on February 23, 2017 at 5:19am

I love the law of 3's Repetition. We try to repeat for the patient between 5 - 7 times. As a hygienist I talk to the patient about their perio and restorative problems and concerns (#1). Than I use the intra-oral camera to show and use emotional word pictures to describe their conditions, along with features and benefits (#2). Than the Dr. comes in for the hygiene exam and I use Over Hear Psychology to tell the Dr. what I have reviewed with the patient (#3). The Dr. does the exam and confirms hygiene findings and reviews with patient (#4). After the Dr. leaves I summarize again with the patient the treatment plan, and how the patient wants to schedule (#5). Than I take the patient to the business assistant and transfer using the word pictures on why the patient is moving forward, and how they want to schedule their visits (#6). The business assistant does the financial plan and reconfirms the features and benefits to the patient on moving forward (#7). 

Our patients are always telling us they really appreciate how much time we spend with them and explain things so they understand. It is really just a matter of Repetition so they actually HEAR what we are saying and get engaged into the conversation. This way when they go home they can explain what they need to do and why they need to spend the money on their oral health.

Repetition is a valuable tool also with team and family members! Thanks for a great video.

Comment by Joseph Castillo on October 5, 2016 at 9:07am

By far this is one of the best Skills of the Week video. Not only is this skill is meant for our patient but our team members within the practice. How many times have you judge a team member because an action or patterns. We have either wrote them off or immediately start laying down disciplinary hammer. Find out their story... Have that compassionate conversation of what's going on, what's the cause of the behavior or disconnect. Great video and message!

Comment by thomas pekar on September 2, 2016 at 7:57am

This week we said next to a patient who was calling to let me know that he would probably be calling me on a sunday morning for a free extraction. Seems he is the nephew of the dentist I purchased the practice form 20 years ago and thought that free dentistry comes with the package.

The second is a man who came in looking for  2 mini implants, but had not used a tooth brush in the 6 years he had an upper implant roundhouse. 1 cm bone loss. I know from his attitude that he would be a lost cause and referred him to a periodontist who will glady save the case for double what the original cost was.

We are turning away at least one case per week because Approval addiction cannot be cured but can be successfully managed. next your friend tom pekar

Comment by Manuela Castaneda on June 9, 2015 at 10:53pm
I enjoy learning new approaches of dentistry to keep and do the best for our patients and our practice
Comment by Becky Bennett on June 3, 2015 at 10:36am

Great information as always.  We are taking action in our office! Thanks

Comment by Susan Wright on April 7, 2015 at 10:18am

Steve,

We enjoy the skills of the week.  One question, Dr. Munro was wondering if you have any other music we would like to show all our dance moves and this song limits us in our free style moves.

P.S. Although at our age that may be a good thing!

Comment by Jeanette M. Kern on November 19, 2014 at 10:21pm

one of our favorites. The team came out of the Morning Huddle fired up and nodding their heads after seeing this one:)

Comment by Mitchel Friedman on September 11, 2014 at 4:44pm

I love the shirt. I am going to have these made up for my team

Comment by Anne Cox on August 20, 2014 at 7:34am

Wording is so important! Thank you!

Comment by Anne Cox on March 12, 2014 at 9:04am

This week's skill is GREAT! We get so wrapped up in the scientific part of our job, sometimes we forget the patient is going to lose us in conversation. They will more likely to hear how it's going to benefit them personally.

Comment by Fariba Kalantari on March 9, 2014 at 10:28pm

Thank you Steve,  "Skill of the Week" has been a great addition and a start of our weekly meetings.

Comment by Bryan William McLelland on December 14, 2013 at 9:27am
Blink by Malcom Gladwell discusses this thin slicing in his excellent book. Bryan
Comment by Sean Vanderbilt, RDH, BS on November 5, 2013 at 10:52pm

Great exercise! I will keep this skill in mind and commit each day to trying my best to be an eagle.

Comment by Pacific Dental Care & Fastbraces on November 5, 2013 at 1:12pm

I have some characteristics that are naturally "eagle-like", but can easily be "turkey-fied".  We will work as an office to make sure the turkeys are only seen at holiday dinner tables.  Thanks for the pep talk!

Comment by Todd Thompson on September 18, 2013 at 12:32pm

I'm totally new to the crown council but I can't stop loving it!!  Every informational CD, Audio, Visual, whatever comes out is like a EUREKA moment!!  I'm think I'm joining the fan club.

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