An essential distinction in dentistry that many dentists and team members miss is the distinction between a sales versus leadership approach to case acceptance. I remember listening to a dentist present a treatment plan to his nervous patient. After he completed his...
Here’s a distinction every professional will find helpful. It’s the distinction between educating vs. understanding patients. The other day I was in The Apple Store looking for the latest version of the iPad. My interest was in its voice recognition...
I recently watched the US figure skating championships. My wife sweet Lisa and I curled up on the couch with our cats, and we spent a mellow evening watching this country’s finest figure skaters. I like it when TV commentators are former Olympians; they spot...
Part Two: Increasing the Dentists’ and Team Members’ Confidence when Discussing Fees and Financial Arrangements In part one of this series on increasing dentists’ and team members’ confidence when discussing fees, we highlighted the concept of the Crossover Zone™. If...
Part One: Increasing Dentists’ Confidence Early in my dental career I would rather take a fork in the eye than discuss money with patients. I had a subtle way of slipping out of the operatory just before the patient was about to ask me about fees. I’d say, “Mrs....
To discover whether the caller is a minimal or complex care patient, the receptionist needs to be curious — that’s a keyword — and ask about the patient’s underlying condition. These questions are best asked after the patient has had the opportunity to discuss what...
