Last week we discussed some of the topics that should never be spoken about in the dental office.
Today I’m going to talk about the four topics that will always get the patient opening up and owning the discussions.
These topics are so easy to bring up conversationally and are also very easy to allow you to “prompt” the patient to really “go to town” and divulge a whole lot of information.
Remember that whenever we have the patient talking about themselves, they are talking about their favourite subject.
And while they are doing that, and you are listening to them, they will believe that YOU are the most interesting person they have spoken to all week.
Try these out on your next patient and watch how easily they start motoring along about themselves.
People love to talk about their family.
“Do you have any children?”
“Do they live nearby?”
“DO you have any grandchildren?”
“What do they do?”
It is so easy to simply ask gentle questions that get people talking about their families and what they do.
Everybody is full of stories about relatives they are proud of…it’s simply a matter of enticing those great stories out
Someone comes in in business attire:
“Do you work nearby?”
“What do you do for a living?”
“Have you been there long?”
“Have you always been in that industry?”
“How many people work there?”
You’ll be surprised how easily your patients will “open up” to discuss their work place and what they do at work.
Everybody has a hobby, be it a sport, reading, watching TV, and collecting.
And most people are passionate about these things they do in their spare time.
It’s not difficult to find out what interests your patients like to pursue.
“What have you got planned for the weekend?”
“How’s your month looking?”
“Seen any good movies lately?”
Again, avoid passing judgement by asking questions rather than offering up statements.
“What did you think of it?”
is better than
“Oh I saw that. It was terrible!”
Remember, the more we allow our patients to open up about themselves, the more we are able to make note of things that we can share with them at a later date.
DREAMS and DESIRES.
“What have you got planned for Christmas?”
“Are you going away?”
“Do you have any holidays planned?”
“Anywhere in the world that you’d like to go?”
“Have you ever been on a cruise?”
Everybody has secret desires and aspirations and wishes. Lists of things they’d like to do someday.
All you need to do is ask.
You can always coax more information out of your patients by asking gentle probing questions:
“Tell me more…”
“That sounds like fun…”
It is not difficult, in fact it is very easy to get people talking about their favourite subject.
Simply remember the acronym
Family. Occupation. Recreation. Dreams.
And be ready to listen….
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The Ultimate Patient Experience is a simple to build complete Customer Service system in itself that I developed that allowed me to create an extraordinary dental office in an ordinary Sydney suburb. If you’d like to know more, ask me about my free special report.
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