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with Dr. Steve Rasner
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Protocol # 84 (Excerpt from "The Protocol Book")
This protocol speaks to the entire staff. It states that you are free in virtually every situation to use your own best judgment for the good of the practice without fear of making a mistake. It is the doctor's job to teach the guidelines. For example:
- A patient with a five-year history in the practice calls to inform you that their family will be transferring to another practice that is more "affordable."
- Another patient wants to know if the doctor will do a "look and see" on their five-year-old who "just banged his front tooth which is bleeding a little bit." And their doctor generally doesn't see children and is pretty busy right now.
- Someone else drudges in and wants to know if the doc will sponsor their over thirty woman's soccer team.
Get the picture? This protocol simply states: You, the staff, make the call.Rationale For many years, new employees were given a copy of the famous Nordstrom's Employee Hanbook - a single 5-by-8-inch gray card containing the words: "Rule #1: Use your good judgment in all situations. There will be no additional rules."
This protocol fundamentally supports the philosophy that if you initially put forth the extra energy to hire and train right, the payoff is that you - the doctor - don't end up micro-managing.
It also serves to enhance customer service. Decisions that are prompt and answers that are clear and spontaneous evoke an undeniable attitude from patients that says, "Wow, this place is different. This place is better."
P.S. All three of these challenges are easily acted on by the protocols in "The Protocol Book". And although initially the staff response to each of these issues may not be as streamlined as we might like, eventually (by understanding what your office believes in, which is what The Protocol Book is all about), they will be handled effortlessly - often without (the doctor) being cognizant that this "issue" came up.
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Don't Miss this
Award Winning Speaker!
Speaking with a passionate, original and rapid-fire delivery, Dr. Rasner challenges, inspires, and shares the same principles and practices that he used and still uses to build and manage one of the top dental practices in the country.
Dr. Rasner brings refreshing realism and rich daily experience to every presentation. Dr. Rasner, a general practitioner, achieved his success and continues to practice in the town of Bridgeton, NJ. Predicated on his protocols and philosophy, these easy-to-implement concepts enable new and seasoned practitioners of elective healthcare services to realize their dream of professional and financial fulfillment.
Provocative, emotional and sometimes hilarious, Dr. Rasner's fiery, reality-driven, motivational presentations are not soon forgotten.
* Both Lecture and Hands-On Courses Available
Call today to book Dr. Rasner for your next event!
800-337-8435
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The Protocol Book:
What To Do When
The long-awaited bible of a successful practice by Dr. Rasner. This is a book that will never make it to your shelves. It will stay out and open every day, used by everyone in your office to create win-win outcomes in every situation.
Only $149 thru Dec 31 (Normally $180)
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Where in the World is
Dr. Rasner?
Keller Dental Lab
Louisville, KY
Jan 14, 2011
Dental Rendezvous
Thunder Bay, Canada
Feb 4, 2011
Southern Illinois Dental Society Carbondale, IL Feb 18, 2011
Case Western Reserve University School of Dental Medicine Cleveland, OH Sep 10, 2011
Chicago AGD Chicago, IL Sep 16, 2011
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What's Being Said about Dr. Rasner's Speaking Programs:
"Dr. Rasner's skillful delivery, ideas and words will resonate with you whether you are a long-time practicing dentist or a dental student. His message is universal. His high energy and enthusiastic presentation style will capture your attention and keep you engaged.
I highly recommend Dr. Rasner as a motivational speaker to any dental institution or organization."
~ Michael L. Rowland, Ph.D.
Assistant Professor,
Office of Medical Education
Univ of Louisville School of Medicine
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