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with Dr. Steve Rasner
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Protocol # 64 (Excerpt from "The Protocol Book")
All of us are familiar with the response to a problem: "I'm sorry." It's nice. Just ineffective. Oh, I know you're thinking, "What's wrong with that? What else could I say?"
So, what other sayings does this protocol prevent?
- "I can't..."
- "I don't handle that..."
- "I can't find any record of that..."
- "Sorry, we're closed..."
- "I haven't had time..."
- "What seems to be the problem?"
- "I'll have to ask the office manager..."
- "What is this in reference to?"
- "She's not in today..."
- "It's our policy..."
Rationale
We create more problems than we know just by the language that we use. Remember the golden rule of minimizing confrontations and bumps. A big step toward this is in the everyday conversations we hold. Write down the "Big Ten." Try them. See if I'm right. What do you have to lose?
"I Know We Goofed"
 Occasionally, you'll drop the ball. You'll keep somebody waiting. You'll get their bill wrong. You'll need four impressions to capture the distal margin of no. 15. You'll miss the shade. Again!
Patients don't want long-winded explanations. In fact, the more you tell them, the worse off you make things. This protocol simply states you will inform the front desk that you need a "gift." Keep a dozen attractively wrapped, scented candles under the front desk. Have a front desk staff member make a brief concise apology:
"Sorry, I know we were late today." "Sorry, I know that was a tough visit. We'll be better next time."
Short. Sweet. Sincere. That's all.
Rationale
When is the last time any business showed consideration or an apology for an inconvenience to you? No one can get it right all the time.
This protocol is damage control. It's not a bribe. It's an acknowledgement.
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Only $299 thru Jul 22
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Where in the World is
Dr. Rasner?
The Gems Insiders' Circle Super Conference
Cambridge, MA
Jul 17, 2011
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 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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What's wrong with it is that it describes you and your state of being. Maybe you think this is overkill. But try substituting, "I apologize" followed by a 
