“Dentistry is a relationship business” so why are we relying so much on technology to build those all-too-important relationships with patients? Technology is impossible to avoid. This is the world we live in now. But does this mean we’ve forgotten how to interact with people — speak to people face-to-face or on the…
It’s that time again, time to take off the dental professional’s cap and become the patient. People discover what is the perfect fit for them through feel. Think about it. We all navigate the world by feeling it out, asking ourselves if this new house is the right one by walking through it and…
Reminders. We all need them. We all provide them. We all rely on them. No one is perfect and no one is going to be able to remember every appointment, meeting, or event, important or not. This is why we have reminder systems, such as alarm clocks, Google calendar, paper calendars, post-it notes, and an…
If you really want to become more empathetic, you must start with one crucial ingredient– sincerity. Being sincere actually has some sway on your patient’s decisions and in this article, I am going to defend the position that sincerity is the remedy to horrid customer service. In fact, even when your patients are at their…
This series alone is my way of helping you practice empathy with your patients by giving you a glimpse into why some patients feel and act the way they do, providing you with insight and possible solutions. But so often empathy is mistaken for sympathy and I think it’s time to set the record…
We have learned at a young age to not judge a book by the cover. But we do it because the cover sometimes says a lot about what’s inside. The cover is the first impression and believe it or not it has a lot to say, maybe its message is completely contrary to what’s on…
Do you find that your patients leave the office smiling and relaxed or tense and stressed? No one walks into a dental office already relaxed and smiling, and if you do notice them smiling, you can probably tell right away that it’s less of a smile and more of a tight-lipped nervous grimace. Are you…
If you’re new to this Patient’s Point of View series, welcome and have a seat. We do things differently here. Instead of letting you read the following article with your dental professional’s cap on, we ask you very kindly to remove it and join us on a journey into the mind of your patients.…
How does one experience result in a service breakdown? I think sometimes the breakdown comes from both sides. As an example, I went to the clinic to make an appointment. I was in a good mood, smiling, happy it was Friday. The receptionist didn’t even look up. She kept her eyes on the clipboard on…
