- Is your colleague down the street a threat to your practice?
- Do you feel like you need all of your patients to like you in order to get more patient flow?
- I Do you feel like you do not have the patient flow you need because people don't like you?
In our first article in this series, we discussed being honest with ourselves about clinical competency and the treatment you provide to your patients. Today we are going into the reality that you are in competition with everyone, but that does not mean you can not succeed along with your peers. This also does not necessarily mean that the dentist down the street, or even a doctor in your own group, has more patients than you do simply because they are more “likable” than you are.
Are there Dentists that you believe to be more successful because you think they might be better clinicians, better at marketing themselves, better at being charismatic with all their friends who are their patients? How did they get there? Do you think you will build your practice to $1 M or $2M by being a friend to all your patients?
Part of what draws many people to a healthcare career is because they want to help people and build relationships. This is one of the best and most enjoyable parts of our profession. If you did not want to interact with people all day, you might have chosen a professional where you did not have to speak to anyone at all. We see our patients more consistently and for a longer time than almost every other Medical Professional they receive care from. Dental care is lifelong or at least it should be. This can also be a huge problem if we do not establish the framework of our patient relationships from the beginning, because there can be a familiarity with our patients that can erode the professional relationship.
Yes, it is nice if your patients find you friendly but are you looking for more friends and family? You do not have enough friends in your inner circle to build a big enough practice to support your lifestyle-no one does. Even if you did, friends are not always the best patients, and sometimes those personal relationships can be damaged in the process. The reality when you cross that line is that some people will try to take advantage of it by asking for special treatment, side deals, exceptions to your policies, etc. This is a huge problem, and a very clear sign that you are not establishing a professional relationship with your patients. It also makes it very difficult for your team to remain consistent in following office protocols if they see you are not following them yourself.
Remember you can and should be friendly with your patients, but patients are not only your friends. This is a professional relationship. Despite what many have told you or you may believe, our patients are looking for someone who can handle their dental needs, not just shoot the breeze.
- Are you shying away from giving patients the facts about the treatment they need because you are afraid they will become upset with you and personally not think of you the same way?
- This is not a professional relationship….this is someone who you have conditioned to only want good news from you.
When we establish ourselves with the reputation of being friendly, but also showing our patients the facts about their oral health, then we move towards having our patients look for us to tell us the truth. They are ultimately seeking expertise and advice on the solutions-that is what you are paid for as their Dentist. Naturally, an increase to your case acceptance will follow as a result of establishing these kinds of patient/provider relationships.
Takeaway Action Items:
- Take an honest look at your interactions during your exams.
- Are you subconsciously trying to "win" your patients over with trying to be charming?
- Being friendly and having good bedside manner is always good, but you need to ask yourself...is this taking too much time and limiting your ability to efficiently show your patients the facts about their dental health?
