Tuesday, September 19, 2006

How to Inject More Approachability into Your Dental Practice

Last week I spoke to the Greater St. Louis Dental Society. My session was filled with primarily hygienists, receptionists and chair-side assistants.

We explored something I call The OING Model.

OING represents four types of encounters between employees and patients, each of which is an opportunity to inject (no pun intended) a little more of your personality into each encounter.

About 160 people filled out index cards with potential lines, expressions and greetings that were a bit more creative, fun, unique and of course, approachable. Many of these suggestions are listed below, along with a brief description of each category. (Remember: not all of these are gold. It’s an exercise in creativity that brainstorms ideas to make your patients feel more comfortable in a more unforgettable environment.)

O – OPENER
Answering the phone in the office, possibly greeting a walk-in

• “This is Beth, I’m here to help…”
• “Smiles are our business, how can we make them yours?”
• “Good morning, and how can we help your child smile today?”
• “You have the pleasure of talking to Rena…”
• “Lovely morning to ya!”
• “World’s greatest dental office…”
• “This is your hunting dentist…”
• “Damn we’re good, when do you want to come in?”
• “Hello, flash us your smile…”

I – IN A MINUTE
Telling a patient you’ll be right with them during a busy time

• “I’ve lost my mind – you can help me find it in just a sec…”
• “OK, give me two seconds. Start counting...NOW!”
• “I’ll be with you as soon as I catch this kid…”
• “You’ll be the next smile taken care of.”
• “I’ll give you a chance to bite me in just a minute.”

N – NEXT
Inviting the next patient in line to enter the office

• “Are you ready for the best cleaning of your life?”
• “Hurry or I’ll start without you!”
• “Come on in, your smile is waiting!”
• “Get moving!”
• “Ready or not, here I come!”
• “Did you draw straws?”
• “Did you flip a coin?”
• “Are you ready to rock and roll?”
• “Come on down! You’re the next contestant at…”
• “Let’s get this party started!”
• “My superpowers have been recharged: I’m ready for you now!”

G – GOODBYE
As patients exit the office, you give them a lasting impression

• “Don’t forget to scrub them bugs away!”
• “We’ll see you in 6 months or 6,000 smiles!”
• “Power to the Plaque Miester!”
• “I’m so glad you got to see me!”
• “See ya later alligator!”
• “Alright, I’m finished picking on you.”

LET ME ASK YA THIS...
Do you OING?

LET ME SUGGEST THIS...
Brainstorm five new ideas for each of the four encounters with your staff. Try them out, then call me in the morning ;)

* * * *
Scott Ginsberg
Author/Speaker/That Guy with the Nametag
www.hellomynameisscott.com

add to del.icio.us * digg it! * email this post