by Dr. Mark Hyman
A young dental student was working with me in my office years ago. All day long, he repeatedly said, “How can your team get patients to say yes to so many cases? What’s the secret sauce?”
His questions astonished me until I realized this: what is obvious to me isn’t obvious to everyone. My way of practicing dentistry involves the use of fundamental human relations principles, and a lot of practitioners out there just don’t realize the importance of this. Here’s the premise: Stop telling people what they need; instead, listen to what they want.
We try to never use the word need in our practice. You need a crown; you need to floss; you need to stop smoking. Need is punitive. Let’s face it: for the most part, dentistry is elective. The better four-letter word is want. After all, it’s not enough to buy CBCT systems, or digital sensors or intraoral scanners. What good is that state-of-the-art technology if your patients don’t want you to use them? Continue reading
The Four Fundamentals of Patient Care: Part I
By Judy Kay Mausolf
You may have heard the phrase, “They don’t care how much you know until they know how much you care!” I am blessed to work with dental teams nationwide to help them cultivate a happier, healthier and higher performing culture while delivering care with more focus and passion; however, the care part can often be vague and confusing. To better customize workshops to meet the practice’s needs, I send teams surveys for feedback on where they feel they excel and where they would like to grow. Most team members score themselves high at delivering excellent care—yet when I observe the team, I often find the opposite to be true. I have found this disconnect often stems from a difference of opinion or understanding about the meaning of care, which is why it is important for leadership (Doctor/Practice Administrator/Team Leads) to be on the same page and clearly define and model what it means to deliver exceptional care in their office.
Here is the first of four fundamentals that show our patients how much we care. Continue reading