- The document discusses various strategies for building good relationships with customers, including finding similarities, mirroring body language, asking open-ended questions, and following up. - It also provides tips for managing wait times in an office, such as actively tracking how long patients have been waiting and providing distractions. Suggestions are made for communicating with patients about wait times and the importance of arriving on time. - Additional sections discuss techniques for setting appointments, including asking patients to picture themselves at the appointment and having them commit verbally and in writing. The impact of missed appointments is noted and strategies are presented for moving patients from being passive to active in the appointment-making process.

1. Increasing
profits
Rodolfo Maldonado

2. Credibility

3. Building good
relationships
• We’re most likely to relate to others when we share
similarities – even subtle ones.
• Matching verbalizations and mirroring elicits a
generous response. It leads to enhance trust.
• Authenticity in smiling helps encourage others to
have more positive experiences.
• If you make a request, include the word ‘because’
and a strong rationale

4. Building good
relationships
After you listen. ASK open ended questions.
Open vs. Closed
What do you do for a living?
Do you have any big plans for the weekend?
Get to know them and understand the customer.
Find similarities and keep them active!
• Connect! Follow up.
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5. Building good
relationships
• Listen!! Watch for these:
• Needs
• Wants
• Approval vs. disapproval.

6. POST IT?

7. •An ounce of
personalized extra
effort is worth a
pound of persuasion

8. Waiting times
in our office

9. Wait times Strategies
• We need to be active on how long each patient
has been waiting.
• Watch for their demeanor from the first couple of
minutes and compare throughout their stay.
• People waiting more than _____ minutes should be
“distracted” or “entertained”
• Hand them the computer to do a review.
• Hand them the coloring book.
• What else?

10. Long waiting times
• “The majority of our patients show up to their
appointment but the small minority that doesn’t
affects the schedule dramatically. Please be
considerate of others. “
• We need to shift the responsibility to other variables
and factors.
• “Our goal is to provide you with fast,quality dental
care. Rest assured, we will not sacrifice your quality
of service for speed. “
• Being 15 minutes late can delay treatment for up to
an hour for other patients. Please be considerate of
your fellow earthlings.

11. Labeling techniques

12. One small request can
lead to big changes!

13. Predictions… get the
mind working

14. Appointment setting
• Two important psychological steps
• Make them picture the situation at hand.
• Ask questions “ Do you see yourself here on (DATE)
with (kids name/self)?
• No show rate can improve from 30 % no show to
10% no show.

15. Confirming appointments
• The commitment needs to become voluntary,
active and publicly declared to others.
• “ We will mark you down as a yes and I’ll let the
doctor know as well.”
• Commitments that are made ACTIVELY are more
powerful.
• Write it down!

16. Write it down Fool!
oACTIVE
COMMITMENTS

17. Write it down fool!
More than 7 Million medical appointments are
missed by patients in one year.
• People make judgment about themselves based on
observations of their own actions.
• Appointments.
• Do you write it or do they?
• ACTIVE VS. PASSIVE
• We have to start moving from the patient being
passive to active in all facets of our practice.

18. Even a little bit helps!
As you may know
some of the proceeds
from your payment go
towards educating our
community about the
importance of dental
care. We’ve already
given out $13,000 in
free services to San
Antonio area
communities. Any little
bit you can pay today
will help many families
across the city. Will
paying $____ work for
you today?

19. Why? Because we want
positive results.

20. Important
• Gather Email address
• “ It’s required”

21. Current promotions
• $99.00 includes basic cleaning + X-rays- Exams and
Free teeth Whitening.
• Review and Win contest Monthly Per office.
• Boost Teeth Whitening $99.00