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ePaper created 2017-11-24, 11:00:53 | version 1.38.0
| practice management communication Successful communication in your daily practice Part I: Grumbling patients Author: Dr Anna Maria Yiannikos, Germany & Cyprus Imagine getting to your clinic every day and feeling confi dent that whatever happens to you, you will be able to resolve it. Resolve a problem easily—in a way that not only you will feel happy with yourself but also your patients and staff will stay loyal to you, because they will also be happy with the service and solutions you provide them! You might be one of the best dentists in your area that has all the knowledge, the experience and the lat- est technology. But your clients do not see that, they might not understand it. Maybe they cannot see your expertise because of the way you are dealing and com- municating with them; maybe your way of communi- cation is not clear enough or not at the level that some of your clients desire! This is my gift for you today: A whole new series of the most popular and challenging scenarios that might happen at your dental practice and how you will deal with them so that your pa- tients will leave your practice with the feel- ing: “My dentist is THE BEST!” How to deal with…grumbling patients? Let’s start with the fi rst script: How to deal with a patient that complains just for the sake of complaining? In the following, I will introduce to you 5 steps of how to deal with this problem successfully and peacefully. How many times have we com- pleted an excellent work or have we followed every step of the treatment protocol (for example whitening)? How many times have we informed our patient in detail regarding any discomfort that he or she might feel during a treatment? 36 roots 4 2017