BUILDING PATIENT TRUST. Created & Developed by Matt Swenson / Your Dental Edge.comHelping your patients regain their natural smile.1
The days of ―blind‖ patient trust are gone!Helping your patients regain their natural smile.2
Patient communication isn’t a ―necessary evil,‖ it’s an important investment in the future of your practice – As well as the key to building patient trust.Helping your patients regain their natural smile.3
PASSION IS CONTAGIOUS! – Gary Zelesky / ―America’s Passion Expert‖ ― ― Passion is something you would do even if you didn’t get paid a dime. • Whether it’s in your personal or professional life, passion fosters productivity, profitability, pleasure … And, trust! • At home tonight, create a list of 25 things that ignite you, things that match the above definition of passion … Embrace those passions every day! • As quickly as you can, write down the first three passions of yours, that pop into your head.4 Helping your patients regain their natural smile.
SUCCESS & TRUST – JIM BURKE / FORMER CEO-CHAIRMAN AT JOHNSON & JOHNSON― You can’t have success without trust. The word trust embodies almost everything you can strive for that will help you succeed. You tell me any human relationship that works without trust, whether it’s a marriage or a friendship or a social interaction … ... in the long run, the same thing is true about business, especially ― businesses that deal with the public.5 Helping your patients regain their natural smile.
THE ECONOMICS OF TRUST – STEPHEN M.R. COVEY / ―THE SPEED OF TRUST‖ • A cynical person may maintain that trust is merely a ―nicety.‖ But, Covey proves that trust has economic drivers to it. • Covey’s formula is based on trust’s two key outcomes—speed and cost. When trust goes down, speed also goes down, and costs go up. TRUST = SPEED COST TRUST = SPEED COST6 Helping your patients regain their natural smile.
TRUST’S FUNCTIONS – STEPHEN M.R. COVEY / ―THE SPEED OF TRUST‖ • Covey maintains that trust is a function of two things: character AND competence. Character includes integrity, motive, and intent. Competence includes capabilities, skills, results, and history. • However, I have seen one additional key function to trust in our industry… Understanding, through education. 7Helping your patients regain their natural smile.
SHIFTING TRUST SEE Paradigm Shift BEHAVE Behavior Shift TRUST SPEAK Language Shift TEACH Understanding Shift 8Helping your patients regain their natural smile.
PLANTING TREES – CHINESE PROVERB― The best time to plant a tree was twenty years ago… ― ... The second best time is today.9 Helping your patients regain their natural smile.
WHAT’S BEHIND YOUR SMILE? • Duchenne (a French neurologist) identified that there are 100 muscles involved in producing facial gestures—including 10 muscles that produce the 18 facial gestures categorized as smiles. • It has been observed that a ―true‖ smile lights up one’s face, and there is physiological truth to this. When you grin, the muscles surrounding your eyes are activated, giving your eyes the appearance that they are twinkling. 10Helping your patients regain their natural smile.
WHAT’S BEHIND YOUR SMILE? • When you smile, you are kinesthetically sculpting your face. You are building your cheekbones that outline your smile. • Scientific evidence shows that smiling triggers chemicals that act as natural mood elevators. These chemicals make us feel better, elevate our attitude, and bring joy. • The best reason of all to smile? The simple act of smiling at someone often elicits a smile in return. 11Helping your patients regain their natural smile.
LEAD WITH A SMILE – Jeffrey Gittomer / ―Little Gold Book of Yes Attitude‖ • Think about the power of a smile … Songs are written about smiles; Photographers urge you to ―smile‖ for the camera; Adults are turned into fools trying to get babies smile – Smiles are contagious! • ―Your smile is one of the greatest attributes and assets you posses – and, it’s free. All you have to do is use it every minute of every day.‖ Why? • It displays ―positive‖ without saying a word. • It shows your warmth & happiness. • It externally shares your internal feelings. • It shows you are open. • It shows you are confident. • It sets the tone before any word is spoken. 12Helping your patients regain their natural smile.
GOAL OF PATIENT CARE • To help your patients reach a decision that is good for them.HOW? • Put your patient at ease; take the fear out of dentistry. • Ask better questions and listen. ―Seek first to understand, then be understood.‖ • Educate your patients in an effort to build understanding. • Give your patients choices; let them self-discover the value of the care being offered. • Give hope; it’s never too late to have a perfect smile. • ―Yes! We can do that!‖ • Let your patients know they are appreciated. 13Helping your patients regain their natural smile.
SEEK FIRST TO UNDERSTAND • It is important to recognize that when it comes to dental procedures, often the most problematic things aren’t going on inside your patient’s mouth– but inside his/her head. • Patient fear of the dental office is normal. It is estimated that there are 150 million Americans who avoid the dental office due to fear. Often, this fear is based on untrue information passed on by family and friends, who share age-old stories of dental care, that’s no longer the standard. • Often dental fear or ―phobias‖ create self-fulfilling dental prophecies. Which, over time contribute to the gradual deterioration of patients’ oral health. 14Helping your patients regain their natural smile.
THEN BE UNDERSTOOD • What is a patient’s options after tooth loss or extraction? 1. Nothing, leave space open. 2. Nothing, leave space open with ridge preservation. 3. Crown & bridge restoration of space. 4. Crown & bridge restoration of space with ridge preservation. 5. Placement of dental implant (which helps preserve the ridge). 15Helping your patients regain their natural smile.
KEYS TO BEING UNDERSTOOD • Number one response by patients when treatment plan costs are presented … ―That seems expensive!‖ • How do you respond? • Number two response by patients when treatment plan costs are presented … ―Is it covered by insurance?‖ • How do you respond? 16Helping your patients regain their natural smile.
KEYS TO BUILDING TRUST • Remember, not one patient is the same, teach each patient individually. • Learn what is important to your patient. Understand his/her needs and concerns. Align your care options and show value in each. • Be a consultative care provider, not a sales person. But, don’t discuss financial aspects until your patient understands each care option. • You are the ―expert.‖ But, speak in terms and at a level that your patient can understand. • Give your full attention , when your patient is talking to you. • Create hope for your patient.26 Helping your patients regain their natural smile.
Why are some practices more successful than others? Successful practices communicate well with their patients ... And build patient trust.Helping your patients regain their natural smile. 27
BOOKS TO CONSIDER “Smile and the world will smile back.”