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with Dr. Steve Rasner
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Handling Disgruntled Patients
Protocol # 63 (Excerpt from "The Protocol Book")
Oh, I know it never happens to you, but in the event that a patient becomes "negative" in any way, do not let them continue to go on in front of, or within earshot of, other patients. Discreetly take them into your office (drag them if necessary), to calmly and quietly discuss whatever the matter is that's causing them to vent. I'd recommend you physically extend your hand; motion for them to come with you and say: "Let me personally take care of this for you." Rationale Ain't nothing worse than the flavor of an "unhappy" practice. If a patient listening is on the fence on how they feel about you, it may very well push them over. Remember the golden rule that disgruntled patients tell, on average, twelve other patients. Have protocols to solve their problems promptly and privately! Three Phrases To Use After Hearing A Patient's Problem
This protocol helps the staff diffuse bombs. It states that after a patient voices a complaint, the staff will begin to solve the problem with one of the following phrases: - The best way to handle that is...
- The fastest way to get that done is...
- The easiest way to get that is...
Rationale  Most doctors and staffs are undertrained in the area of customer service. Most of us can get by nicely when things are good through our life experiences.
It's when things aren't so good that we need help. I can't give you three more powerful "beginnings" that could instantly turn a potentially negative situation around than those in this protocol. There are a lot of fine folks out there to learn better ways of doing things. One of them is Jeffrey Gitomer who wrote the book Customer Satisfaction Is Worthless - Customer Loyalty Is Priceless. It's good. No, it's great - a word I don't often use. 
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One-on-One Coaching
with Dr. Rasner
His fee-for-service practice - located in one of the most economically repressed areas of the country - averaged over $4 million last year on a 4-day work week with one 2-day/week associate. Dr. Rasner has enjoyed 28 consecutive years of increase growth and profitability on less hours and less patients.
How has he accomplished this? Not with a "Taj Mahal" of an office - rather a modest, efficient and "Walt Disney clean" facility. He has employed 13 of 18 staff members for an average of 14 years without relying on financial bonuses tied to office productivity but rather by nurturing a "Thank God it's Monday" attitude.
With 5,000 hours in continued education and a mastership in the AGD, Dr. Rasner understands that clinical excellence is at the heart and soul of realizing the dream.
Dr. Rasner shares the principles for success, protocols and practices that he used to build and manage one of the top dental practices in the country.
REALIZE YOUR DREAM
with One-on-One Coaching in Dr. Rasner's office!
complimentary consultation
today!
800-337-8435
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"Steve is a living example of what happens when intensity coupled with his ability to motivate both staff and patients are put into motion."
~ Dr. Frank Spear
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The Art of Getting Paid
A clear, easy to understand and put into action manual that will skyrocket your collections and obliterate your financial anxiety.
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Only $149
thru May 13
(Normally $160)
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"Emerging from the glut of practice management is one of the brightest and most inspirational speakers of out time. Steve's presentation may be the best one-day seminar in dentistry today."
~ Dr. Woody Oaks
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Where in the World is
Dr. Rasner?
Case Western Reserve University
School of Dental Medicine
Cleveland, OH
Sep 10, 2011 Chicago AGD Chicago, IL Sep 16, 2011 Nova Southeastern University Ft. Lauderdale, FL Oct. 15, 2011
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"Dr. Rasner's coaching has helped escalate my practice to a level I never thought
attainable. The results have been astounding. If you have a chance to make an
association with him, it may be the most definining moment in your practice."
~ Dr. John E. Hoar, DMD
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Realizing The Dream
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