Increasing profits

Rodolfo Maldonado

Credibility

Building good relationships

• We’re most likely to relate to others when we share

similarities – even subtle ones.

• Matching verbalizations and mirroring elicits a

generous response. It leads to enhance trust.

• Authenticity in smiling helps encourage others to

have more positive experiences.

• If you make a request, include the word ‘because’

and a strong rationale

Building good relationships

• After you listen. ASK open ended questions.

• Open vs. Closed

• What do you do for a living?

• Do you have any big plans for the weekend?

• Get to know them and understand the customer.

Find similarities and keep them active!

• Connect! Follow up.

Building good relationships

• Listen!! Watch for these:• Needs

• Wants

• Approval vs. disapproval.

POST IT?

•An ounce of

personalized extra

effort is worth a

pound of persuasion

Waiting times in our office

Wait times Strategies• We need to be active on how long each patient

has been waiting.

• Watch for their demeanor from the first couple of

minutes and compare throughout their stay.

• People waiting more than _____ minutes should be

“distracted” or “entertained”

• Hand them the computer to do a review.

• Hand them the coloring book.

• What else?

Long waiting times• “The majority of our patients show up to their

appointment but the small minority that doesn’t affects the schedule dramatically. Please be considerate of others. “

• We need to shift the responsibility to other variables and factors.

• “Our goal is to provide you with fast,quality dental care. Rest assured, we will not sacrifice your quality of service for speed. “

• Being 15 minutes late can delay treatment for up to an hour for other patients. Please be considerate of your fellow earthlings.

Labeling techniques

One small request can lead to big changes!

Predictions… get the mind working

Appointment setting• Two important psychological steps

• Make them picture the situation at hand.

• Ask questions “ Do you see yourself here on (DATE)

with (kids name/self)?

• No show rate can improve from 30 % no show to

10% no show.

Confirming appointments• The commitment needs to become voluntary,

active and publicly declared to others.

• “ We will mark you down as a yes and I’ll let the

doctor know as well.”

• Commitments that are made ACTIVELY are more

powerful.

• Write it down!

Write it down Fool!

oACTIVE

COMMITMENTS

Write it down fool!More than 7 Million medical appointments are

missed by patients in one year.

• People make judgment about themselves based on

observations of their own actions.

• Appointments.

• Do you write it or do they?

• ACTIVE VS. PASSIVE

• We have to start moving from the patient being

passive to active in all facets of our practice.

Even a little bit helps!As you may know

some of the proceeds

from your payment go

towards educating our

community about the

importance of dental

care. We’ve already

given out $13,000 in

free services to San

Antonio area

communities. Any little

bit you can pay today

will help many families

across the city. Will

paying $____ work for

you today?

Why? Because we want positive results.

Important• Gather Email address

• “ It’s required”

Current promotions• $99.00 includes basic cleaning + X-rays- Exams and

Free teeth Whitening.

• Review and Win contest Monthly Per office.

• Boost Teeth Whitening $99.00