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
June 18, 2018
Episode #59" NEXT!"
Every team has their favorite problem patients. There aren't very many of them, but the few that there are become very well-known in the practice. You know, they're the ones that call at the last minute, at the end of the day, on the last day of the week as you are trying to wrap everything up. It's been years since you have seen them. They still owe you hundreds of dollars. They don't treat you very nicely, and they want to come in...right now.
No more! Allowing the few problem patients to disrupt your emotional life, is a choice, not a condition. You allow them to upset you. So don't do it! Don't ever allow another human being to cause you to feel less of you. So instead of allowing Mrs. Jones to cause you that emotional upset and the upset of the whole office, just quietly hang up the phone and say, "SW, SW, SW, NEXT!" That stands for "Some Will, Some Won't, So What, NEXT!" Just keep that smile on your face and move on, but don't allow her to mess up your emotional day.
Exercise: Think about the last time you allowed a patient who was having a bad day to make your day bad as well. How could you have chosen differently? Could you have said to yourself, "SW, SW, SW Next!" and then put a smile on your face and moved along? It's a choice!
Action: Make the commitment to never allow another human being to cause you to feel less of you. "SW, SW, SW, NEXT!"
June 12, 2018
Episode #58 "Be Nice!"
In a recent study on patient's perception of dentistry, 81% of respondents said that they prefer to choose their dentist based on the recommendation of a trusted friend or family member. In other words, word-of-mouth continues to be the #1 way people chose their dental office.
While there are many ways to create word-of-mouth for the practice, there's one that remains at the top of the list: Be nice! Think about it. What do patients say about you to their friends: "My dentist is amazing. The margins on her crowns are microscopic. Her shade matching is unparalleled in the industry. And the translucency of her veneers is incredible." Unfortunately, patients are not very good judges of quality of care. But they are great judges of personal care and concern. They know two things: Did it hurt and were you nice.
Exercise: Write down at least 5 different opportunities you might have to say "Thank you" to a patient in a typical visit. Then write down five more! You don't have to over do it, but the more you focus on it, you'll make sure that every patient feels appreciated.
Action: No matter your position in the office, make sure to say "thank you" to every patient at every appointment. Thank them for something and they'll thank you with a return visit or referral to your office.