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.  

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!


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Comment by Brion Scott Weinberg on December 11, 2012 at 10:37am

Love this stuff!!!

Thank you Steve!

Comment by CROWN COUNCIL on December 4, 2012 at 11:18am

Thanks Pinebrook Dental for your positive comments!  We are currently working on a "Skill of the Week" archive so you can go back and re-watch and master previous skills.  Thanks for your suggestion -- coming soon! 

Comment by Pacific Dental Care & Fastbraces on November 7, 2012 at 2:40pm

Great information.  Each week we use these skills to become better at our chosen profession.  Thank you.

Comment by Dr. Charlene S. Berkman on November 7, 2012 at 10:46am

This is an important lesson, that you can also apply when you get a new patient from a dentist who died,moved away or one from an office you recently purchased. Listen and take care of their needs now,build confidence,do NOT tear down the prior dental work/dentist, and gain their trust first. Learn where they are in their hierarchy of needs and start not sell,listen and serve them well at that level,first.

Comment by Lynn Best on November 6, 2012 at 2:16pm

I cannot wait to share this with everyone on Thursday morning, thank you ....Love it . !

Comment by Claudia Hull on October 3, 2012 at 11:48am

Hi everyone, can't wait to share this weeks SKILL!

Thank you for helping us reach - greatness!!

Comment by Phil McElfresh on September 25, 2012 at 9:13pm

These are really good reminders!

Comment by Lillian Hatzenbiler on August 29, 2012 at 11:44am

Love the NP Hx questions about their previous DDS. .

Comment by Natalie Goodman on August 29, 2012 at 9:01am

It is always nice to be reminded of how important all of the questions we ask our patients are.  It is was sets us above the rest.

Your passion for patient care is contagious!

Comment by Lisa Barrera on August 20, 2012 at 10:11am

Thanks Steve! We love these videos in our office and we appriciate your time creating them! We start an email thread on tips how to master the skill to share our ideas.  Thanks for all you do.

Comment by Vernon Gaffner on August 15, 2012 at 8:22am
"Attaboy!" Steve. Isn't it amazing, when you're actively observing a person so you can offer an appropriate complement, you see them in their best light. It'll make your day better too while enhancing theirs. Thanks for ToPS in advice! Vern
Comment by Kenneth W. Berger, DDS on August 11, 2012 at 7:03am

Great Tie Steve!!  Keep up the good work on these!

Comment by Bonnie Vitangeli on August 9, 2012 at 7:17am

Just viewed the skill of the week "Compliments" with our team. a great follow up to this for a team meeting is Dave Webers "Filters" Brought on a lot of great feedback  from our team and inspired us to look at some of our less favorite patients in a more positive light and pass on a compliment. Thanks for these opportunties to re-educate ourselves and our team.

Comment by Jane Thomas on July 27, 2012 at 4:32pm

I love these videos; they contain so much wisdom in so few minutes. Thanks for helping us improve!

Comment by Deb Ham on July 2, 2012 at 1:21pm

The Skill of the Week has been very useful to our team.  Thanks, Steve, for taking the time to help us with your brief but powerful words and illustrations!  What a great benefit of being a Crown Council office!

Comment by Brynn Buckmaster on July 2, 2012 at 12:05pm

what a difference that makes!! Thanks crown council, very good advice. I'll be playing raquetball for sure rather than tennis in the dental office :)

Comment by Pacific Dental Care & Fastbraces on June 20, 2012 at 7:10am
Works beautifully, and shows we are interested, not interesting.

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