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...