Setting your stage for success is a little like planting a garden. And, as any gardener know, one of the best pleasures of gardening is to share your beautiful results with others, even brag about your beautiful garden. Likewise, public praise is a good thing for all walks of life.
The old saying, “Criticize in private, but praise in public” is a good one. Public praise is powerful. Use this in your practice constantly. ‘Listen’ to this:
- “Our doctor is fantastic. She creates the most beautiful smiles! You’re going to love her!”
- “Our hygienist is the best. George takes such good care of our patients. You’re in good hands with George.”
- “This is Katrina, my assistant. Katrina specializes in fearful patients. Our patients just love her, and you will too.”
- “Our office specializes in fearful patients. You’ll be surprised at how quickly you’ll become really comfortable in our office.”
- “Suzanne is out treatment coordinator/financial coordinator and she’s awesome. She’ll help you with your insurance question. Suzanne is an expert at making dentistry affordable for all of our patients.”
- “Our whole team is awesome. We all work together to make your visit here the best – every time!”
Doesn’t this team sound great? Wouldn’t you want to be a patient there? This may sound like bragging, and that’s OK, too. Whatever you call it, be sure your bragging or praise is genuine. You want your patient to be thinking that if he has to go to the dentist, this is the best place to be.
By the way, this works in all aspects of life. Looking for the best in folks, and publicly acknowledging them lifts everyone. It’s a shout out that says that we hang with the best, and now you are part of that best too!
Your handoffs with other team members should all be interlaced with public praise. Brag about your team! If your team is not worth bragging about, find one that is. Think about it. People like to be with winners, not losers. Being in the midst of a group of folks who are constantly clear in their admiration for each other helps to move your patient from anxiety to comfort, from ambiguity to certainty. Public praise is a way of reassuring your patient that they have indeed come to the right place. This, too, helps set the stage to prepare a foundation of trust that will serve to increase the probability of future treatment case acceptance.
“We are what we repeatedly do.
Excellence, then, is not an act, but a habit.”