Do you think that your friendly manner with your patients is the reason for your success? Well I say, think again.
A week ago a local bakery closed. I’d shopped there for several years however, over the past few months, I’d started walking 300 metres further down the road to a different bakery.
The reason was the owner. Every time I entered her shop she acted like I was her long-lost best friend. She was bubbly and asked heaps of personal questions. I found it tiring.
In the shop that is further away, the staff are courteous and efficient, and they never forget who we are: customers, not friends.
Many dentists feel that they must act like friends with their patients. They sit and chat about the weather, sport, current events, families and holidays. Most patients are too polite to tell you to shut up and get on with fixing their teeth, so they play along.
But, your patients know two things. First, it’s not real. If you were truly their friend then you would see each other socially. Second, they know the clock is running and that they’re paying for the time.
Think back to the last time you bought a car. Do you remember how the sales person was your new best friend right up until you signed the contract? Did you find the pretence satisfying or did you find it annoying.
My advice to dentists is to cut the chat and treat your patients as patients. Be warm, sympathetic, alert, focussed and intensely interested in their dental problems but give up on creating the illusion of being their best friend.
By the way, if you follow this advice you may save an hour a day or even more. You can use that hour to do more dentistry or you could go home earlier. Either of those is a great outcome.
