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Say This, Not That!!

By May 16, 2019 May 18th, 2019 Coaches Corner

 

In our thirty-plus years of working with dental practices, and visits to hundreds of offices across North America, we’ve heard dentists and team members say lots of cringe-worthy things. Here are a few quick examples of what NOT to say, and what to say instead!

DON’T SAY:“This crown is horrible!Your last dentist did not do a good job!”

SAY THIS INSTEAD:“I wasn’t there when this was done, so I can’t tell you what the circumstances were at that time. But I can tell you what we are seeing today”

DON’T SAY:“It’s really no big deal”

SAY THIS INSTEAD:

“I certainly understand that you are a little nervous about this procedure. Please know that we will do everything we can to make you comfortable, and if you’re not, please let us know.”

DON’T SAY:

“I think you need a crown…or maybe we can do a large filling….”

SAY THIS INSTEAD:

“I know what the problem is, and this is how we can fix it.”

DON’T SAY:

“This would not have happened if you would have been brushing and flossing properly like we instructed.”

SAY THIS INSTEAD:

“Let’s review your brushing and flossing technique so we can hopefully prevent things like this from recurring,”

DON’T SAY:

“Please give us 48 hours notice if you need to cancel…”

SAY THIS INSTEAD:

“We’re looking forward to seeing you on Thursday at 2:30 PM!” (Take the word “cancel” out of your vocabulary!)

DON’T SAY:

“The distolingual cusp of #19 presents with recurrent caries…”

SAY THIS INSTEAD:

“The back part of your lower right molar has decay and bacteria under the old filling…”

DON’T SAY:

(During oral cancer screening) nothing

SAY THIS INSTEAD:

“We’re checking your tongue and the inside of your mouth for any unusual areas that could be precancerous. Everything looks good!”

DON’T SAY:

(On voicemail) – “If you’re hearing this message during normal office hours, we’re currently treating other patients…”

SAY THIS INSTEAD:

“Thank you for calling Reisterstown Family Dentistry, this is Hope speaking, I can help you!” ANSWER THE DARN PHONE EVERY TIME IT RINGS – EVEN DURING LUNCH!

DON’T SAY:

“We’ve always done it this way.”

SAY THIS INSTEAD:

“We’re going to try something new!!

Coach Rich
Coach Dave

Dr. David Madow and Dr. Richard Madow are actual dentists who have been helping dental offices become more successful for over 28 years. They are down to earth, real people who personally connect with their clients and are proud to call them friends. If you have a question for this column, please write to them at coaches@madow.com. We are now offering a complimentary 30-minute coaching session! Please CLICK HERE to schedule yours. Doctors only please.

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The Madow Brothers

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