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31 4 2016 laser practice management | Kurz & bündig Im sechsten und letzten Teil der Serie „11 Tipps zum wünschenswerten Erfolg in Zahnkliniken“ geht die Autorin auf die Vorteile einer Patientenempfehlung via Videoaufnahme sowie das R.A.P.P.O.R.T PROTOCOL ein. Denn, wie zahlreiche Studien belegen, entscheiden sich die meisten Menschen auf Basis von Empfehlungen für einen Service bzw. ein Produkt. Um den Patienten nach einer erfolgreichen Behandlung nicht zu überrumpeln, empfiehlt die Autorin, eine Anfrage für die Aufnahme einer Videoempfehlung per E-Mail zu verschicken. Darüber hinaus formuliert sie vier kreative Fragen, die den Erfolg der Videoaufnahme garantieren sollen. Das R.A.P.P.O.R.T PROTOCOL bietet dabei eine effektive Anleitung zur erfolgbringenden Umsetzung von Patientenempfehlungen. In der nächsten Ausgabe der laser international magazine of laser dentistry beginnt eine neue Serie der Autorin. Hier wird sie in gewohnter Weise Tipps und Konzepte präsentieren, die Praxisinhaber dazu verhelfen sollen, die Möglich- keiten und das Potenzial ihrer Zahnarztpraxis voll auszuschöpfen. Research has proven that over 70 per cent of cus- tomers/patients look at a product/service review before accepting the service. A survey sponsored by Zendesk found that 90 per cent of participants wereinfluencedintheirbuyingdecisionsbypositive reviews, which is an enormous amount of people. But how do you ask your patient for a video testi- monial? Start with an email. This gives you the op- portunity to make your request without any inter- ruptions, without forgetting any details and most importantly: without putting your beloved patient on the spot. Iwillprovideyounowwithasignificantsampleof creative questions that you can use for your video testimonial in order to ensure its success: 1. For which reason did you choose us? 2. How have you experienced our services? 3. Can you think of a word or phrase that best de- scribesyourrelationshiptous?Whydidyouchoose that particular word or phrase? 4. Why would you recommend us to someone else? Now, you will ask me: When is the best time to ask a patient for a video testimonial? Right after a successful treatment, of course—when everyone is still on an emotional high level. R.A.P.P.O.R.T protocol Last but not least, I will introduce to you the R.A.P.P.O.R.T protocol which is the acronym of the words: R for Reward them A for Ask creatively (run a contest) P for never be Pushy P for ask for a written Permission O forgivethemthescriptofthetestimonialOneday before R for Run (post/share) it T for videoTape it The above tool is a very small part of the tools, ideasandprotocolsofthepresentationskillsmodule which is one of the ten modules that I teach during the DBA—Dental Business Administration Master- ship course. DBA is a mini MBA that will not only teachyoutendifferentmodulesinonlytendaysbut will also give you examples and exercises based on ourroutinedentallife.Itistheonlyeducationalpro- grammethatcanshowyouhowtogainthebusiness success that you deserve. If you want to take your dental clinic to the next successful level, you have a choice—register now! I am looking forward to see- ing you all. During the next issue of laser magazine we will introduce a new series of business concepts that as always will assist you in revealing the opportu- nities and real potential of your dental clinic and staff. Until then, remember that you are not only the dentist of your clinic, but also the manager and the leader. You can always send me your questions and requests for more information and guidance at dba@yiannikosdental.com or via our website www.dbamastership.com. Looking forward to our next trip of business growth and educational de- velopment!_ contact Dr Anna Maria Yiannikos Adjunct Faculty Member of AALZ at RWTH Aachen University Campus, Germany DDS, LSO, MSc, MBA dba@yiannikosdental.com www.dbamastership.com Author details 42016