| practice management your daily practice. These problems can put you in a difficult position, make you lose sleep or, even worse, make you lose faith in yourself and your abilities, which is very common in our field of expertise. Today’s challeng- ing topic is… how to transform an anxious patient into a loyal one. 5 revolutionary tips I am going to share five revolutionary tips with you that guarantee the transformation from an apprehensive patient into a long-term friend of your dental practice. You should always keep the following points in mind when dealing with fearful patients! 1. Prepare yourself Before your patients arrive at the practice, make sure to inform yourself and develop and in-depth knowledge of each patient’s individual fears. Also check with your assistants whether they are aware of the patient’s anxieties. In case you are already sitting down with your patients during an appointment, pay particular attention to their facial expressions, their body language, and their reactions in general—if they, for instance, start sweating for no apparent reason. 2. Do not make your patients wait Let’s state the obvious: No one likes to be kept waiting. In addition, being kept waiting in the waiting room for longer than necessary only results in anxious patients getting even more anxious. Every minute they spend alone with their fearful thoughts is a harmful minute. 3. Talk to your patients By speaking to your patients and engaging them in conversation, you can make them feel more at ease. Use encouraging phrases like ‘bravo, the step that you took today is so essential for your health!’ or comforting ones such as ‘don’t worry, I will explain everything you want to know as detailed as possible’ or ‘I will inform you ahead of time in case you are about to feel any sensation or discomfort’. However, do avoid criticism regarding their individual fears by any means possible. For instance, refrain from derogatory or patronising phrases like ‘come on, behave like an adult’. Moreover, discuss the treatment plans with your patients in detail before you start with the therapy. Encourage them to ask questions by say- ing ‘is there anything more you would like to know? I am willing to give you anything you need in order to make you feel as comfortable as possible’. Take your time to win their trust. 4. Give demonstrations Take away the patient’s fears by demonstrating the tools that you are about to use in the upcoming treat- ment. For instance, if you would like to use a drill, a laser, an ultrasound or an airflow—demonstrate the sounds of these tools beforehand. Furthermore, remember to minimise the time your patients spend in the dentist chair. If your patients are already anxious, they most likely want to spend as little time in there as possible. 5. Motivate your patients After the treatment is finished, advise your patients to immediately book a follow-up appointment and motivate them to take part in a pleasant activity that same day. This will help them to associate their dentist visit with a positive experience. Thus, they are more likely to attend another appointment shortly thereafter, fostering a loyal dentist–patient relationship in the long run. Isn’t that easy? Implement the above-mentioned steps into your daily practice and you will notice a significant increase in the number of your patients. If fearful patients had a positive experience at your dental clinic, they will share the story everywhere and with everyone, from friends and relatives to colleagues. If you want to attract more patients, there is no way that is more effective than the sheer power of the spoken word! This is very useful insight, wouldn’t you agree? I am sure that you are looking forward to the next issue of roots magazine, where I will present the ninth part of this unique series of communication concepts and touch on even more beautiful and interesting topics. Are you curious about what’s next? We will take an honest look at how to deal with your own delays and, in addition, how to transform someone who is constantly complaining into a loyal patient. This is a common and challenging situa- tion that we as dentists face in our clinics on a constant basis. In this regard, I will provide 5 essential tips that will help to cope with these situations more effectively. Until then, remember that you are not only the den- tist of your clinic, but also its manager and leader. For further questions and requests for more informa- tion and guidance, keep in touch by sending me an e-mail to dba@yiannikosdental.com or via our website www.dbamastership.com. I am looking forward to our next trip of business growth and educational development! 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 44 roots 3 2019