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with Dr. Steve Rasner
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Protocol # 87 (Excerpt from "The Protocol Book")
 This protocol states that each week the new patient coordinator will randomly select fifty percent of the patients completing their work and conduct a brief exit interview. An exit interview log is kept for all interviews and reviewed weekly at the Monday morning meeting as well as at the monthly meeting.
Rationale
The first operative word here is random. If the new patient coordinator "cherry picks," you'll learn nothing. It takes great discipline and some guts to exit interview a patient whom you once kept waiting forty-five minutes. Or whose insurance didn't cover what was estimated. The second key word is fifty percent. We used to exit interview everyone. It's a nice idea. It just doesn't work. There's not enough time. You'll end up either rushing the interviews or skipping them due to exit interview burnout. Interviewing half - usually two to four per week - is more realistic. And, if you're getting rave reviews from fifty percent, it's unlikely that the other half hates you.
You could hire a service to do this. That's right. You could get employees from a totally foreign company who know nothing about you, your staff, and the experiences of this patient in your office. Or you could utilize the very person who brought the patient into the practice to now look back and say, "Well, how were we?"
And don't tell me that they won't be honest face-to-face. If the new patient coordinator cares enough to preface the interview with the right approach:
"Listen, Mrs. Hope, thank you for taking the time for a few questions. Our only agenda is to be even better next time. And the only way we can do that is if you tell us both the good and the bad."
Exit interviews aren't optional. Studies suggest that for every patient that complains, twenty-five others remain silent. They will tell an average of twelve other patients. So if you get two complaints a month: "This bill is more than you quoted." "I'm tired of you changing my appointments." Two complaints times 25 times 12 equals 7,200 ambassadors of bad will. Even if this study was 99% flawed, it still comes out to 72 ambassadors of bad will.
Can't afford not to fix problems that exist. But you'll never know they exist if you don't ask. Exit interviews aren't optional!
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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 New Patient Experience
(DVD)
See Dr. Rasner and his staff in action as they demonstrate in their own office how the new patient experience leads to large - and consistent - case acceptance. Fun, fast-paced and informative for the whole staff.
Added bonus:
The Telly-Award Winning video that serves as a great staff meeting or study club ice-breaker entitled: Realizing the Dream.
Only $129 thru Mar 23
(Normally $160)
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"Steve Rasner provides an energy that keeps you on the edge of your seat, content that helps propel your practice to the next level, and the motivation to follow through! One of the best Practice Management speakers in the world today! He will help you realize your Dreams!"
~ Dr. Ron Goodlin, President
Toronto Academy of Cosmetic Dentistry;
AACD Board of Directors;
Aurora, Canada
"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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Where in the World is
Dr. Rasner?
Nova Southeastern University
Ft. Lauderdale, FL
Apr. 20, 2012
Eastern Shore Dental Society's Springfest
Ocean City, MD
May 04, 2012
Ontario Dental Association
Ontario, Canada
May 11, 2012
16th Annual Excellence in Periodontics
Jackson, MS
Sept. 28, 2012
Annual Fall Seminar
Southfield, MI
Nov. 08, 2012
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Realizing The Dream
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