Developing strong relationships between the practice and patients requires excellent verbal skills. Every interaction is an opportunity to deepen patients' connection to the practice. Scripting ensures that the entire team says the right thing at the right time in the right way.
Review your current scripts. Are you and your team currently using scripts? If you are, take some time to evaluate each script from a patient's point of view. Use role-playing followed by team discussions to see how the scripts could be improved.
Don't recite scripts verbatim. The goal is for the team to take the scripts and adapt them to their own speaking style. You want your team engaging patients with superior verbal skills -- not mechanically repeating a script word for word.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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