Over the past several years I’ve been fortunate to observe quite a few under-performing dentists at work.
These dentists are employees in corporate practices and are struggling to build a following of patients. Generally, their appointment books are half full and their turnover is low which makes them unprofitable for their employers.
What I’ve seen is that there are a number of commonalities among low performing dentists. Here are two of them.
First, they greet patients badly.
It’s super important to greet patients well. It helps create rapport. If you have rapport a patient will listen to you. Without it you’re dead in the water. Therefore, when a patient enters the surgery be ready, be alert, stand up, look them in the eyes, smile, shake their hand, use their name and thank them for coming. The moment a patient enters the surgery, it’s showtime.
This is basic but it’s amazing how many of the under-performing dentists don’t greet patients well. For example, in one practice a low-performing dentist would type his notes as the patient entered. He would gesture with one hand, without looking up, and say: “Have a seat. I’ll be with you in a minute.”
Second, they position the patient badly.
When you’re discussing treatment with patients you need to do it eye-to-eye and knee-to-knee. Sit the patient upright and sit in front of them on the same level. Get rid of the mask, safety glasses and bib. Use relaxed body language. You’re about to have an important conversation so the patient must see your face and you must see theirs.
Many of the low performing dentists left the patient lying flat, still wearing bib and safety glasses. Then, they sat beside or even behind the patient. This makes patients uncomfortable and the conversation becomes strained and awkward. It puts patients in an impossibly passive situation.
These two things are basic but they’re worth looking at if you have trouble getting rapport.
