why dental teams! fail. steven j. anderson...toronto academy of dentistry - 4 nov. 2011 steven j....
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Toronto Academy of Dentistry - 4 Nov. 2011
Steven J. Anderson 1-877-399-8677 1
Why Dental Teams
Fail. Steven J. Anderson
www.StevenJAnderson.com
Steven J. Anderson:
is the founder and president of the Total Patient Service Institute (www.TotalPatientService.com) that specializes in implementing the highest level of patient service, communication and management skills in dental practices.
Over the last twenty years he has spoken at every major dental meeting in North America, Australia and the United Kingdom, conducted hundreds of seminars, worked with thousands of
Steven J . Anderson www.StevenJAnderson.com
1-877-399-8677 [email protected]
Steven J. Anderson cont:
dental practices to increase their productivity through patient communication, written over 100 articles for dental industry publications, authored 5 books, and produced dozens of audio and video learning programs.
In 1995, he co-founded the Crown Council (www.CrownCouncil.info) an international association of leading dentists and dental teams. Through the Crown Council, he co-founded the Smiles for Life Foundation (www.SmilesForLife.org) which has raised over $30 million dollars in the last dozen years for children’s charities worldwide. He has been named the “Dental Businessman of the Year” by Excellence in Dentistry.
Toronto Academy of Dentistry - 4 Nov. 2011
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Natural Laws
Natural Law / Truth
Value / Belief
Strategy / Plan
Tactic / Action
Result
The Law of Emotion:
We buy with _______
and justify with ______.
The Law of Attributes:
Things take on the most powerful attributes of the other things around them.
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We are an ________.
“Rejectionism” Symptoms:
• SICK and TIRED of being sick and tired.
• Feeling guilty for the patient’s condition…apologizing.
• Fear of being “shot as the messenger.”
Symptoms:
• Use of limiting language.
• Supervised Neglect – Don’t talk about it if it is “not covered”.
• Talking patients out of treatment.
• Feeling burned out.
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Symptoms:
• No leadership.
• Letting patients run the office.
• Playing the blame game.
What’s your number?
“__”
Morning Meeting Agenda:
1st Item… What’s the _________?
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The Law of Systems:
of Success is in the System. __%
W. Edwards Deming
The signature of mediocrity is not an
unwillingness to change. The signature
of mediocrity is chronic inconsistency.
Jim Collins, How The Mighty Fall
________ Be interested, not interesting!
______, don’t tell.
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_____!
Just say
____!
Law of Motivation:
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Law of Motivation: Patients are motivated by what motivates them, not by what motivates you. Everyone is
motivated by something.
____!
Law of Objections: Objections aren’t rejection. They are a sign of serious
consideration.
“That’s way too much
money!”
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“Is this going to hurt?”
“Let me think about it and I’ll let you know.”
Law of the Herd:
More people will do what they perceive that most people are
doing!
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Law of the Herd:
Scheduling an exam instead of JUST a
cleaning.
“Here’s how we got started with ________ (referral source), how we get started with ALL of
our new patients, and how we would like to get
started with you…”
The Law of Compensation:
Give people more of what they want…and you’ll never
worry about what you receive in return.
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A concession on your part leads to commitment on
their part.
Always Get “Permission to Proceed” to comprehensive
care.
“Could I share with you what I would consider to be the ideal
treatment for your mouth? You, of course, are the final decision maker
since it is your mouth and your health. Does that make sense?”
Permission to Proceed Law of Compensation
The Law of Importance:
Patients will put as much importance and urgency on their treatment as you do.
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“I am concerned…”
“I’m not comfortable with…”
“I don’t believe it is healthy / safe to…”
3 Degrees of Urgency
“I highly recommend…”
Recommend:
“Would you see if Tuesday is still available…”
Go forward:
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U - Urgency
R - Recommend
G - Go forward
Summary
Your Sock Drawer…
The Law of Entropy:
Matter, over time, gravitates to its most
disorganized state.
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2 most powerful words for patient commitment
and compliance:
___
Patient Commitment
Finishing the presentation:
For more information: Steven J. Anderson: www.StevenJAnderson.com
1-877-399-8677 - [email protected]
Total Patient Service Institute: www.TotalPatientService.com 1-877-399-8677
Crown Council: www.CrownCouncil.info
1-800-276-9658 - [email protected]