Having a Positive Attitude and a Friendly Voice
The number one thing a Business Team member needs to have is a positive attitude. So many people are afraid of the dentist. They have high anxiety and concern when it comes to the dentist and our team is the first to embrace the patient and welcome them to the practice. Whether you are speaking to a patient on the phone or in person, it is always important to speak to them with a friendly, unrushed tone, a positive attitude, and a smile. Make every person that calls or walks into our office feel welcomed and special. Starting the patient’s experience with our office off with all these things in mind will help ease their anxious thoughts and allow them to relax and feel like they are a part of our dental family.
Appropriate Conversation Topics
The best rule of thumb when speaking to a patient about any particular topic is to use positive words with positive topics. Topics to avoid include, but are not limited to, politics, religion, death, etc- anything that would have a negative connotation. If a patient steers the conversation in the direction of a topic you would agree is untoward or negative, do not engage, but take a hold of the conversation and guide it in a more positive direction. If the patient is talking about something negative, be compassionate and kind to them, but do not let the conversation stay negative.
Verbiage
When speaking to patients, it’s very important to use positive words. For example, instead of saying, “Someone canceled their appointment, if you want to come in today” to a patient, it’s better to say, “We have an available appointment for you today and we would love to see you!” Find the most positive way to present the point you are trying to make. Below are just some of the examples we use here to present positive speech:
