Chris Mullins

After offering an option to a prospective customer, PAUSE. Give your prospect a chance to respond to what you're saying.

Many times I find that the front desk person will suggest, for example, an appointment time, and then pause for a brief moment and start making other suggestions before the caller has even had a chance to respond. Usually I'll find this problem in folks who are trying to make changes in their presentation skills. However, office managers and owners need to monitor this closely, or you'll just be creating new bad habits.

Here are some tips for creating good habits:

Slow down the pace of talking. One of the ways you can do this is to stand up while trying to book an appointment. Another is to put a 3x5 lime green index card in front of you that says SLOW DOWN. You don't need to say so much, especially if you tend to go into much greater detail than is necessary with prospective and established customers. The goal should be to build a relationship early on: "What made you call today," etc. Then make the appointment, confirming for the caller that everything he or she just shared means he or she made the right decision in calling your office. (211)

Be careful: Too much information (TMI) is the fastest way to guarantee talking yourself out of a sale, which in this case is closing the appointment. Many times, if we don't hear a YES right away from the prospect, we get nervous and start to talk or even downsell our original offer. You must be sure you're not going to sell your appointment, product or service before you go into a downsell, perhaps signing up your prospect for your free customer newsletter.

If you would like a FREE mystery call made to your office to see how your staff is doing, call 603-924-1640 or email me today at chris@mullinsmediagroup.com - put Curves in the subject line and we can arrange that for you.

So, remember-PAUSE-and sell more!

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J. Breck Magill, DDS

Staff appreciation is not only a common courtesy. It is so much more then being civil and courteous. It starts with hiring the right people that share your values. The values you express in an interview and during your work day establish the culture of your specific practice. For instance you go to seat a crown and establish "that will do" vs. that is a "redo" speaks volumes to your staff. The "that will do" value has just been sown into everything your staff will perform for you and for your patients.

When you notice your staff going out of their way to please a patient or you, praise them. You would be surprised that praise is often more sought after than a raise. How gratifying is it to you when a patient comments on your work, "wow" that is fantastic.

My philosophy has always been "I can't do anything exceptional for my patients without my staff". Of course I could tough it out like we did in dental school. But do you really want to go back there?

That backdrop leads us to staff appreciation. How do we show our gratitude? Does it always have to be monetary?

If you have well defined job descriptions, individual goals, office goals and things are really clicking it is time to say thank you. Here are some suggestions for you to consider.

• Give them your parking spot for a week
• You close or open the office
• Take everyone out for a staff appreciation lunch (or bring lunch in). Don't forget the chocolate! If I have to explain that you are in trouble, call me.
• Take everyone on an unscheduled shopping day. My staff was really surprised when my wife and I put a "fake" afternoon of patients in for everyone. We had a staff lunch already scheduled so everyone was able to make arrangements to stay for lunch. Instead we took everyone out for lunch. After lunch we went to a shopping mall and gave everyone a little envelope with money in it. The only catch was they had to spend all of the money on themselves in the allotted time or return it to me. Well, off they went and everyone returned with their purchases. We had a great time and they truly knew they were appreciated.
• We have even done the above with a twist. Instead of dragging spouses out to a Christmas dinner they don't really want to be at, we created the Christmas thank you event. This included the meal, the shopping, and the twist was a trip to a spa. Everyone got to select two "treatments" and it was both enjoyable and relaxing.
• Best of all, you know your staff. Figure out a way to say thank you that is unique and fits your circumstances. This reinvestment in your staff will go a long way to taking your practice to the next level. Believe me if you ever need to hire additional staff they will be knocking down your door to work with (not for) someone who cares. My experience has shown that most people don't want to work for Superman (I can do it all myself). Rather they yearn to work with a super man/woman who appreciates what they contribute.

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