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
July 17, 2018
Episode #65 "The Law of 90 and 9"
You remember the parable of the lost sheep. It was in a very famous book! A shepherd has 100 sheep. One wanders off. What does the shepherd do? He leaves the 99 to go get the 1. What is the moral of the story? The value of the one. The other message to the story that we don’t talk about quite as much is the underlying message that the shepherd sent to the 99. The 99 know that had they been the one to get lost, the shepherd would have come for them as well. How you treat the one sends a message to the 90 and 9 of their value and how they ultimately will be treated. It’s what we call the Law of 90 and 9.
Think about it. How the patient observes the team interacting with each other is an indication to the patient of how people are generally valued in the practice. If any team member is treated with disrespect by any other team member, the patient makes mental note. That mental note goes something like this: “If they treat each other like that, I will eventually be treated the same way if I keep coming back to this practice long enough.”
How you treat each other tells the patient more about your team than how you treat the patient directly. It is an inside look at what is really going on in the practice.
Exercise: Make a list of the little things you can do in your daily interactions with each other as team members that will demonstrate respect, courtesy, and professionalism. What are the small things that make the difference in how you interact whether you think the patient is observing or not?
Action: Make it a point to treat every ONE on the team with the upmost respect in every interaction all day, every day…no matter who you think is watching. How you treat the one sends a huge message to the 90 and 9.
July 10, 2018
Episode #63 "Goldilocks and Getting a Yes"
The biggest mistake we can all make is thinking that everyone else likes things the way we like them. Not everyone is like the papa bear. Nor the mama bear. And just because Goldilocks always felt the baby bear's things were JUST RIGHT, does not mean that the next person would. One person's JUST RIGHT might be the next person's too hot, too cold, too big or too small.
Exercise: Write down this key phrase, word for word right now: "I have a lot of information I could share with you. I don't want to bore you to death with all the details, but I do want to give you enough information that you can make an informed decision. How would you suggest I present this to you?"
Once you have it written down, say it out loud. Practice it with a fellow team member. Memorize it so that it will be available to you when you need it with your next new patient.
Action: Before you tell your next patient ALL about it, STOP and ask: "I have a lot of information I could share with you. I don't want to bore you to death with all the details, but I do want to give you enough information that you can make an informed decision. How would you suggest I present this to you?"
Take the time to ask, and you'll soon discover that every patient will find you and your practice to be the practice that is...JUST RIGHT!