There are two types of questions that a patient may ask. One is an information- seeking question. They are not doing this to threaten you they just want to know the answer. The second kind of question is challenging and this type of question is usually louder, more aggressive and may be an attempt to control the situation. Again stick to the facts, why is this treatment important for them. Stick to what you know about the patient and bring it back, “Mrs. Etcheverry I know your smile is important to you because you said you want to look younger. This treatment will help rebuild the structure in your mouth so that your smile is brighter and straighter.
When you are talking about these things, focus on what you know about the patient. What is their communication style? Are they passive or aggressive? What type of personality are they? Do they talk slow and ask a lot of questions or do they talk fast and are loud? Knowing this information will help you focus the conversation on what matters most to them, which will allow you to change your communication style to better meet their needs.
In the end you are the professional and you are there to help them. Use caring and compassionate words to demonstrate how much you and the team appreciate them choosing your office. There are hundreds of dental offices that they could choose from however; they chose to be at yours. Loyalty and trust are earned not given freely and patients have high expectations for your office, work to exceed them.
For more information please visit us at www.saltdpm.com and follow our blog at http://saltdentalpracticemanagement.blogspot.com/