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practice management | Important tip: Explain already beforehand the available time and reason for this meeting. For exam- ple, you could say: “George, I would love to sit with you today and spend five minutes of our time to explain the treatment that will follow in detail.” Step 2: Ensure him Tell him the format of contact. In case he has ques- tions, he can ask them either during the meeting at your office, or after the treatment, or he can call your well-trained and qualified assistant or even e-mail you at own convenience for further details. Step 3: Keep in mind the following If during treatment, he wants to interrupt you and ask you more questions, just use the following phrase: “I am all ears, but believe me it is better if we now concentrate on the selected treatment. Me and my staff will give you more time after the completion to ask for more information about the treatment, so let’s proceed…” The above said words will relax him a bit, so you will be able to do your job, which is: treat him! Step 4: After the treatment You can shortly explain your findings and how you are going to proceed, ask him if he wants anything else from you and simultaneously bring your assis- tant in. You must continue the show…! Go into the treatment room and serve the next patient! Step 5: Necessary documents and info Your assistant will provide the patient with the follow-up instructions, your clinic’s e-mail, etc. It is better, for your peace of mind, to not give him your private cell phone number, for obvious reasons: You do not want him calling you for unnecessary reasons (whether it is the appropriate time to take his lunch, or when he should change the gauge, etc. Correct?). Kurz & bündig Just do it! It is not so hard to apply the above presented 5 steps for successful communication in your daily practice. I encourage you to start doing it from today on, as part of your clinic’s script! I am sure, it will give you greater peace of mind as well as more time and energy for your next patient! In the next issue of laser magazine, I will present to you the third part of this unique new series of communication concepts that will teach you with 7 simple steps how to attract, communicate and re- tain millennial patients—who are our present and future patients. 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 request 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 development!_ contact Author details 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 Im zweiten Teil der Serie „Erfolgreiche Kommunikation im Praxisalltag“ gibt unsere Autorin fünf Tipps, wie Zahnärzte mit allzu wissbegierigen Patienten umgehen können. Denn ein Patient, der ständig Fragen stellt, hält den Praxisbetrieb auf und strapaziert die Nerven seines Behandlers. Schritt 1 ist daher, dem Patienten bereits im Vorhinein in fünf bis zehn Minuten im Empfangsbereich die nachfolgende Behandlung zu erklären. Im zweiten Schritt vereinbaren Sie mit ihm, dass er aufkommende Fragen entweder vor oder nach der Behandlung klären kann. Wenn er während der Be- handlung weitere Fragen stellt, versichern Sie ihm im dritten Schritt, dass diese im Nachhinein eingehend beantwortet werden und Sie sich erstmal ganz auf die Therapie konzentrieren möchten. Nach der Sitzung erklären Sie Ihrem Pa- tienten in Schritt 4 kurz die Befunde und das weitere Vorgehen. Bringen Sie gleichzeitig Ihre Assistentin in den Raum und gehen Sie dann in den nächsten Termin. Ihre Assistentin wird Ihrem Patienten im letzten Schritt alle notwendigen Dokumente und Informationen geben. Auf diese Weise vermeiden Sie unnötige Fragen und geben Ihrem Patienten trotzdem das Gefühl, in guten Händen zu sein. Im nächsten Heft gibt die Autorin sieben Tipps, wie Sie Millennials als Patienten gewinnen können. laser 2 2017 31