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| Performance Dental Coaching
Monthly Newsletter
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October 2009 |
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"A hero is no braver than an ordinary man, but he is brave five minutes longer."
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When I asked Sheila to contact patients with outstanding treatment, her eyes got as round as saucers and her nostrils flared. Clearly, she disapproved. "Angie, contacting patients is a sign of desperation," she told me. "Isn't there anything else we can do to drive business?" Sheila's office happens to be located in a small town where everyone knows everyone, and the smallest of sins are broadcast in the newspaper and on the nightly news. It's hard to catch a break here, especially if your mistakes are public. The culture might be rigid, but the concept of doing the right thing is just as in vogue here as anywhere else in the world. Small town people know what it means to take care of their own, and they appreciate an attempt that's long on heart and short on bunk. Sheila is on the verge of doing something great, as long as she does it with the right spirit. That great act - contacting patients out of pure love and concern, with no intention other than to show caring - is a rare activity. This level of care is so exceptional and unexpected, indeed, that most patients are struck dumb when they get a call. We practice a few concern conversations, attempting to introduce Sheila to the concept of talking to someone on her patient roster with no ulterior motive. Sheila isn't sure. But taking her to the brink of that dialogue, and doing it right, is an exercise in trust. More on this later. |
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Do The Right Thing
Connecting with patients is always the right thing to do. What are you doing to foster relationships inside your office?
If you've gotten off track, need a dedicated sales support team or have had a tough 2009; coaching is the best resource for fast results.
Check out the client results page on our website and call me today to get started. You have everything to gain!
888-400-0569
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| What Does a Hero Look Like? |
If you're near a TV over the next few weeks, get ready. CNN is launching its Heroes series, a program devoted to exposing charitable efforts all around the world. It includes a preview to the work that's being done on the streets and in communities, a voting period, and an awards show on Thanksgiving night. During the finale, celebrities pass out custom-made awards celebrating the heroes in our midst. Top talent performs, and there isn't a dry eye in the house. You'll see candidates rescuing homeless veterans, feeding the hungry, delivering medicine and support to those in need, and supplying kids with prosthetic limbs. Orphanages and schools are created from thin air, with no financial support. Music is created from chaos. Social ills are addressed, often at the peril of those honored. To see more, go here.
http://www.cnn.com/SPECIALS/cnn.heroes/vote/index.htmlWhat does a hero look like, really? The truth is that heroism is in the eye of the beholder. Each of us has an opportunity; a unique window to touch others. The dental office is one of the most untapped environments for altruistic efforts. If you want to touch another person's life, there are three definitive ways to get it done. |
| Concern Calls |
They aren't requests to complete treatment. They aren't a shout-out to patients to get their bones back into hygiene. They aren't even a call about pre-authorizations that have been approved. Concern calls are just that; concern. A phone call is made to say, "We haven't seen you since ____. How are you doing? You know how important it is to Dr. Skinner that you never feel any pain. I just wanted to call and be sure you are okay." Concern calls are made by the most articulate and caring members on staff. They take time and research but the goodwill generated from these calls is the "right thing" missing from the healthcare industry right now. Think of it as a faith-based initiative; make your patients more than just a number by starting calls right away. Within a day, you'll see why I'm suggesting them. If you need a script, shoot us an e-mail; we'll be glad to help..and if you don't have a verbally savvy team, we're also waiting in the wings with support. Click here for details. |
| Post-Op Calls |
Remember when you called all your patients at the close of the day to check on them? That little touch-and-feel was your calling card when you first started practicing. Time marched on, and one day you became too busy to make those calls. You either delegated them or dropped them altogether, but most likely the latter. If you're missing out on differentiating yourself with service after the sale, there's no time like the present to reinstate or start your post-op call program. If you've forgotten how meaningful these calls are, just think back in time to the last time you received one. Yeah, I thought so. Me neither! |
| Thank You |
Every gesture made in gratitude, no matter how small, carries weight. So take the time to be publicly grateful to those who make a difference in your practice. Handwrite notes to your new patients. Send a small token of appreciation to referring patients. Intentionally thank others who refer you, either in person or with a thoughtfully chosen card. Make it a habit to thank and praise your employees, instead of simply looking for what can be better. Celebrate together when things go well or when small incremental goals are met. Have developmental conversations with team members to encourage participation and growth. In short, look for ways to show others that, by being interconnected with you, they have enhanced your life. In every occasion, be fully present and in the moment. That's where opportunities present themselves. |
Last week, Sheila experienced her first full week of concern calls. She relied on our team for support the first few days, while she figured out exactly what to say and how to present herself. Soon, she struck out on her own.
I wish I could see the smiles on those patients' faces after speaking with her. They probably think she's a hero...
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Angie Skinner is the founder of Performance Dental Coaching. She has been training and developing dental teams since 2001, most recently as a principle in Dental Genius™. Angie's dynamic teaching style and flair for fun is suited to both in-person office training and large meetings. Her articles have been published in every major dental trade journal; she's been honored as a 2008 and 2009 "Leader in Dental Consulting" by Dentistry Today magazine.
For more information, please visit her website at
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$550
Value |
Get 3 hours of complimentary Concern Call training and support!
Become a coaching client and skyrocket your team's sales success with dedicated training and support. Your administrators will tag along with our sales team while we perform concern calls on your behalf. Then, they'll practice along with us until they're ready to reach out on their own. Wrap up with a reactivation planning session with Angie. A $550 value!
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| Call 1-888-400-0569 |
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