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SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
• 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
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.
• Listen!! Watch for these:
• Approval vs. disapproval.
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?
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
• “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.
• 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.
• 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
• Write it down!
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.
• 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.
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
communities. Any little
bit you can pay today
will help many families
across the city. Will
paying $____ work for