Importance of Trust

Transcript performed by A.I. Please excuse the typos.
00:00
Hello friends, welcome to your weekly motivational moments with Eric Vickery, president of coaching at All-Star Dental Academy. And again, I have my fellow coach, Jen from Alaska. We can have a whole conversation of what Alaska is like, but we’re gonna instead talk about the importance of building trust with your patients. So last time we talked, Jen, you were talking about the most important thing you can do in a practice is find that patient’s why. And now we’re connecting this to the importance of building trust with them.

00:29
Share with us, what are some coaching hacks we could put into place this week in building trust with patients? My number one thing is the phone, right? So once that patient shows up, they’re there, they’re in your reception area. What happened over the phone? Number one thing is, did the admin, our admin business administrator, hand off to the clinician, whether it was doctor or assistant, whoever’s bringing the patient back, did they share with them why they were coming?

00:58
Whatever it is they said, my wife made me come. I haven’t had my teeth cleaned in five years. So that’s one small thing that you can do to start building the trust on that, the trust meter wherever we’re at. So when you bring the patient back as a clinical assistant or doctor, you’re letting them know, hey, Jen at the front, my admin team, she shared with me this morning that when you called two weeks ago, she said you were here because you haven’t had your teeth cleaned in five years and they’re starting to feel a certain way.

01:28
or you can paraphrase what they say. That right there is key. They’re gonna be like, wow, this office really talks to each other. I love verifying that research, right? Yep, you verify that research. Now when you bring them back, you’re not just gonna sit them back and say, okay, we’re just gonna start taking images and go through all this. Sit down, knee to knee, eye to eye, create that nonverbal communication and let them know, this is, share with them your story. Sometimes when you share how long you’ve been in dentistry,

01:57
and your little issues going on with your mouth or whatever you have, you know, hey, I’ve been here before. This is what I have. So I want you to know, I want you to feel comfortable with me sharing what’s most important to you. Connection. Connection is key before you go in and you’re asking questions. There’s so many different ways you can do this, right? Yeah. And then asking questions. Yeah. So good. So when you set up the emotional exam, there’s a…

02:24
thing that you say before you start that conversation to find their why, share with everyone, because I think that’s a really big trust builder too. Share with everyone what you do, what you say right before that emotional swat. What do you, how do you set that up? So I set it up by asking, I would say, for example, Eric, I’m gonna ask you some very, or some really important questions. The more you tell me about what it is you’re looking for, the more you share with me, the better I’m gonna be able to help you in Dr. Boo.

02:54
to help you. If it’s okay with you, I’d like to ask you. Here’s the second set of questions. If it’s okay, I’d like to ask you some very important questions. Yeah. Love it. And you’re setting that conversation up. You’re giving them freedom and space to communicate. I think it’s so easy to make sure that we do this. It’s so easy to do. It’s just remembering to do this. And you’re talking about being in good harage and good communication with the patient, asking questions, setting up conversations.

03:22
you’re building up the trust. And so this is powerful, everyone, this is powerful information that you could use that Jen’s sharing with you. This week, focus in on how am I doing it connecting with my patient? How am I doing it setting up conversations? How am I doing it asking questions? How am I doing it verifying the research this week? Check in with each other, create accountability. Thanks again, Jen, so much for bringing this to us. We really appreciate you. Absolutely, thanks for having me.