9 Steps to Creating the Perfect Patient Relationship
Before getting into why the 9 steps to creating the perfect patient relationship are important in dentistry, you have to first understand how I began teaching about these steps. I can’t actually take 100% credit for them, but I can take credit for adapting them in dentistry. They were developed by Dale Carnegie, who was an American writer, lecturer, and the developer of famous courses in self-improvement, salesmanship, corporate training, public speaking, and interpersonal skills. He was the author of How to Win Friends and Influence People (1936), a massive bestseller that remains popular today.
I began teaching dental teams about using these steps and others in the mid 80’s. It became apparent that most dental teams valued this way of presenting cases and felt it to be the most natural and comfortable. The first realization one must have is to begin REALLY focusing on How to Win Friends and Influence People. There are many principles that Dale Carnegie taught, but if you can simply apply these 9 to your daily living you will absolutely be on the road to greater success in the treatment room.
1. Don’t Criticize, Condemn, or Complain
2. Give Honest, Sincere Appreciation
3. Arouse in the Other Person an Eager Want
4. Become Genuinely Interested in Other People
6. Use People’s Names
7. Be a Good Listener
8. Talk in Terms of the Other Person’s Interests
9. Make the Other Person Feel Important… and Do It Sincerely
I urge you to think about choosing one, if not all 9 of these principles, and incorporating them into your life in the practice and at home. The entire success of the practice depends upon the result of the case presentation, as does everyone’s paycheck. A one-on-one presentation with the patient, where you are exhibiting confidence, is what creates an eager want in the patient. Your enthusiastic attitude is what the patients will see, feel and desire. Everyone in the office must believe in the dentist and dentistry being presented and performed, including the dentists, office manager, dental assistant, front desk and hygienist.
“Hang your hat” on your ability to be the best clinician and diagnostician you know you can be. Pretend Dr. Gordon Christensen or any one of your favorite “gurus” is coming to your office tomorrow to review your charts and sit in on the presentation. How prepared would you be? How prepared are you now? What must you change?
To be the best presenter you must be the best listener. There are three ways people listen:
1. Listening about the person:
2. Listening for a person:
3. Listening to a person:
By using “Listening To” skills, one will be effective in revealing the values, concerns, and any objections of the patient. The information gathered is then tailored to fit that particular patient’s needs.
Presenting a great case presentation should have the following:
Stay tuned. Next time we’ll discuss 9 essential steps when treatment planning your next patient.
Interested in speaking to Gene about your practice concerns? Email firstname.lastname@example.org
McKenzie Newsletter Information:
To unsubscribe: To discontinue receiving the Sally McKenzie eManagment newsletter,
click on the link at the very bottom of this page for instant removal,
To report technical problems with this newsletter or to request technical help,
please send a descriptive email to: email@example.com
To request services, products or general inquires about The McKenzie Company activities
please send a descriptive email to: firstname.lastname@example.org
If you would like to have any of your dental practice concerns answered personally by Sally McKenzie,
please send a descriptive email to her at: email@example.com
Copyrights 1980-Present The McKenzie Company - All Rights Reserved.