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Business Coach

The Number One Way To Definitely Reduce The Number Of Dental Appointments Being Cancelled In Your Office

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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Cancellations.

Who wants them?

Answer: Nobody.

A dental appointment cancelled is an opportunity lost.

A cancelled dental appointment is the loss of an opportunity of healing disease in somebody’s mouth.

Even if the appointment is rescheduled to a later date, that disease and infection will be worse at the later date.

Never better.

There is no benefit for a patient to be cancelling a dental appointment.

It is our duty as health care professionals to do everything possible within our powers to ensure that the patient completes the necessary dental treatment within the time frame that is recommended.

If the patient delays the treatment we have let the patient down by failing to communicate the intended message.

It is our fault that the patient cancels. 

They cancel because we have not created in their mind a compelling enough reason for the patient to return.

We have failed to elicit sufficient urgency and concern in the patients’ mind.

This is our fault.

The patient may have left confused or unclear about their next step.

Here’s what needs to happen:

At the completion of each appointment, or at the completion of each phone call to the dental office, the treatment appointed patient must understand the following three things CLEARLY.

If the patient fails to grasp these three things, then there is every likelihood that the patient could cancel their appointment for treatment.

And that is not a good result for the patient. 

Because the decay does not disappear on its own. And nor does the periodontal disease disappear for that matter….

The patient must understand exactly what treatment they will be having at their next visit to the Dental Office.

The patient must understand implicitly which teeth are to be treated, what is wrong with them and what that treatment will be.

The patient must understand the recommended time frame or urgency needed for the remaining treatment to be completed.

It is the Dentist’s duty to inform the patient he is seeing when exactly he next wants to that patient to return.

If it is a new patient calling the dental practice, or clerical team taking the incoming call also need to let the patient know of the urgency required to find out EXACTLY what needs to be done next. 

The Dentist’s role is to create urgency for the treatment as opposed to creating a *Lack of Urgency* in the Patient’s mind. Creating urgency assists the Front Office team members in securing the next appointment for the Patient.

The patient needs to understand exactly what will happen if the next treatment is not carried out.

The Dentist must inform the patient of the consequences if treatment is not carried out. The patient must understand that taking action is imperative for them.
 And that delaying action will be harmful to them.

When your patients understand these three clear messages we are telling them then their attendance compliance dramatically increases.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at [email protected]

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The Eleven Inevitable Criteria of Success

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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A post came across my desk last month that I know I need to share with you my readers.

The post was a list of criteria, or conditions that business owners will experience as they journey along the pathway of life.

How you respond as a dental business owner determines your level of success at the completion of your journey.

1. You Will Feel Pain.

“Life wasn’t meant to be easy”

as former Australian Prime minister Malcolm Fraser once said.

And he was correct.

The path to success is littered with failures of people who thought that success comes easily.

It does not.

There are trials and tribulations along the way.

It is how we deal with these speedhumps on the road of life that determines our level of success.

There will always be ups, and downs.

Learn to learn from the downs.

And move on from them quickly.

2. You Will Cry Before You Get It.

Some of the downs will be traumatic.

And gut wrenching.

These are the true tests that are sent to try us.

If you thought the painful things were bad, then just wait for the truly emotional tests.

They will be there.

3. You Will Lose Friends.

This is inevitable.

There are two reasons for you losing friends.

The first is that some of your friends will not like the idea of you being successful. They will do their utmost to discourage your endeavours.

You must move on from these people.

Surround yourself with only those who support you.

The second reason you lose friends is that some of your friends decide that they cannot adjust to the difference in you as you become successful.

Which is odd.

History is littered with long standing friendships between “so called stars”  and ordinary folk, that have stood the test of time.

If some of your friends feel that they want to stand aside, it is probably for the best.

Let them make the call.

4. Your family will discourage you.

For all of the reasons mentioned above in point three, you will also have family members who will try to save you from being successful.

They don’t know any better.

Sadly, it is their fear that you will discard them that drives them towards this behaviour.

If they truly trusted their relationship with you, they would know that blood is thicker than water, and that family comes first.

Success does not change those who truly practice family values and support the unity of family.

5. People Will Hate You For No Reason.

Well, possibly it will appear that they will hate you for no reason.

But the main reason this phenomenon does happen is because most people are fearful of change, and of power.

And your new success comes with a lot of change, and also comes with some acquired authority to you.

And that will threaten some people.

Just move on from these people.

Sadly it is the change they see happening to you that threatens them.

6. You Will Almost Talk Yourself Out Of It a Hundred Times.

Self-doubt is common.It is the true achievers who power through the incidences of self-doubt who achieve the true successes they deserve.

Learning to manage any negative self-talk is an important selective criterion that determines true success.

Success comes to those who plan for success.

Part of that planning is knowing when to dismiss the negative self-talk.

Thank you for indulging me in these first six inevitable criteria of success. I’ll cover the final five criteria for achieving that success in next Friday’s blog post.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at [email protected]

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The Four Topics That You Can Always Discuss With Your Patients Without Them Ever Feeling That You Are Stuck For Words

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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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.

 FAMILY

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

OCCUPATION

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.

RECREATION

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…”

“Wow!!”

 It is not difficult, in fact it is very easy to get people talking about their favourite subject.

Simply remember the acronym

F.O.R.D.

Family. Occupation. Recreation. Dreams.

And be ready to listen….

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at [email protected]

Did you like this blog article? If you did then hit the share buttons below and share it with your friends and colleagues. Share it via email, Facebook and twitter!!

 

Five Topics Your Dental Team Members Should Never Discuss With Your Patients

By | Business Coach, Customer Service, Dental Coach, Dental Consultant, Dental Practice, Dental Practice Efficiency, Human Resources, Staff Training, UPE Blog, World Class Service | No Comments

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One of the big questions that I always am asked is how do I get my staff to talk to my patients, and what should they be talking to them about?

That’s simple.

Let’s start by discussing what your staff should NOT be talking to patients about.

Procedural difficulties.

Your team members should never be “oversharing” with patients any procedural matter in the dental office that has not run to plan.Most of the time, the patient will be unaware that your office has encountered an unexpected moment during the day. So having a team member blurt out a comment that is not necessary is totally inappropriate.Your patients do not need to know that your dental lab was late, or that your postman has bad breath.

Team member weaknesses.

Your patients DO NOT need to be told that team members have failings.Any weaknesses in your team need to be kept in house and do not need to be shared with your customers.It is up to you as a team to support and strengthen each other with internal trainings and encouragements.Letting patients know that:“Oh, she’s always dropping things.”

“She never sets up trays correctly.”

do not add value to the patients’ perceptions of the dental office.

Other patients.

Your team members should never discuss other patients with your patients.When they do, the patient being spoken to will think:“If this is what they say about THIS patient behind her back, imagine what they are saying about ME when I’m not here!”It’s a no win, LOSE-LOSE situation.

Never say anything about anyone behind their back.

It’s GOSSIP.

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And there’s absolutely no place for GOSSIP anywhere. Let alone inside a dental office.

Doctor’s Private Life.

The team needs to know what they can discuss with patients about the doctor and what they need to leave to the doctor to discuss.Again, it’s the question about offering up unasked for information that has no relevance to anybody and is at best only gossip.Comments about the doctor’s cars, houses, vacations, private schools, can make some patients feel that they are paying for those things directly.Of course your logical and rational patients will know that their dental fees pay for a lot more things within the business.

If your team are asked questions of a “fishing expedition” nature, then your office needs to have specific protocols in place that allow team members to direct those questions towards.

Themselves.

Team members should avoid talking about themselves and their activities and their own opinions.

Better still, team members should always be inquiring about the patient and the patients’ thoughts and experiences and travels.People do love to talk about themselves.It is their favourite subject.

Getting your patient to talk about themselves, and asking the patients questions along the way will always have the patient feeling at ease and relaxed prior to their dental treatment.

People who act INTERESTED in other people will be thought of [by those people] as being INTERESTING.

Isn’t that fascinating?

Finally, it is economic suicide to discuss sex, or politics, or religion EVER with your customers.

*****

My next public speaking presentation showing Dentists how to grow their Dental practices will be in London England on Saturday 4 August 2018 with Jayne Bandy.

For more information and to secure your seat click this link here.

*****

Have you read my book , How To Build The Dental Practice of Your Dreams [Without Killing Yourself!] In Less Than Sixty Days.

You can order your copy here: Click Link To Order

*****

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.

Email me at [email protected]

 

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