Secret Shoppers Reveal Leaks

We’ve had the opportunity over the last few weeks to ‘secret shop’ several practices – really great practices.  Yes, these are practices that have great reputations, ‘cream of the crop’ team members, and by all outward appearances, they have it all together.  Until a new patient calls the office, that is. 

The biggest offenses?  No compassion. No enthusiasm.  No relationship built.  For you, it’s just routine.  You’ve heard ‘I have a broken tooth’ a million times – and you’re responding as if you’ve heard it a million times.  You’re just simply answering questions and being ‘friendly’, so you think you’re doing your job, right?  WRONG. 

You see, people want to spend their time and resources in places and with people that make them feel good.  What about your new patient phone experience leaves them warm and fuzzy? 

Want more resources and help to be sure there are no leaks?  Contact Amy, Personal Coach for the Brady Group – amy@bradygroupllc.com

 

So you have patients that don’t like to talk…

“A lot of my patients just don’t have talkative personalities.” – typical comment from team members when working to change their style of communication with patients.

 

Today’s Challenge:  You will have to be extra mindful of all of the above when you run into a patient that is just not talkative – for no reason other than personality. Remember, they came to you – you didn’t drag them off of the street.  They took the initiative to pick up the phone, schedule an appointment and drive to your office. Your job is to find out why. Start there – simply ask them, ‘Why did you come to see us today?’ and ‘How would you like for us to help you?’  These questions uncover invaluable motivation that can serve as the foundation for all solutions as you move forward.

 

L-I-S-T-E-N

The word ‘listen’ contains the same letters as the word ‘silent’.

 

Today’s Challenge:  Practice silence today – after you ask a question, or after your patient says something, silently count to 10 before responding.

 

What are the ‘Four P’s’?

“All our knowledge has its origins in our perceptions.” ~ Leonardo da Vinci

 

Today’s Challenge:  Stop focusing on the three “P’s” the parts, process and procedures.  Patients simply cannot relate, nor do they find value in the process.  Their frame of reference lies in the end result benefits.  Try asking, “If we were to fast-forward 20 years from now, what do you hope your teeth will be like?”