Sometimes we’ve been saying the same phrases in our practices for so many years that they just roll off of our tongues subconsciously. Here’s a little “Say this, not that” to help wake you up!
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:
“It’s totally normal to be 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!!
