We’ve heard it recommended by many dental “practice management experts” and have witnessed it being uttered in offices across the country – but that doesn’t make it right!
It’s a phrase said by the scheduling coordinator and involves “block scheduling” – for example, having a scheduling strategy that places the most productive procedures in the morning. (Whether or not this is a good idea is a topic for another day.)
It has been suggested by many that when getting a patient to do a highly productive procedure early in the day the following verbiage is used:
“Let’s schedule this first thing in the morning
when the doctor is fresh!”
Hmmmm….so what happens if the patient can only make it in the afternoon? They get a stale doctor? The treatment will not be as good? There will be mold growing on their brand new crowns? This is a silly phrase that should immediately be dropped from the vernacular!
Sometimes we slip into habits with things we say or do. Maybe they made sense at one time, or we were just blindly following advice (as with the old “fresh doctor / stale doctor” thing). Or maybe we just never gave it too much thought.
But please remember – every single word you say to a patient is extremely important!! Don’t take it casually and don’t wing it!
A great topic for a team meeting is to “calibrate” your responses to the most frequently asked questions patients ask and come up with great answers that will be used by everyone.
It’s so easy to fall into bad habits. Try to make it your goal that everything you do and say in your practice will be for a reason (hopefully a good one!)
What are some things you are saying or doing that can be improved?
What are some every day procedures and protocols that can be changed to create a better experience for your patients? This is a great topic for your next team meeting!
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 email@example.com.
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