Don’t Please The Turkeys, Part 2

Last time in Part 1 of "Don't Please The Turkeys", I
outlined what you should NOT do when your systems, policies,
and philosophy are challenged by a "turkey" dental patient.
By "turkey", of course I mean those that SUCK the lifeblood
right out of you and your team and your practice.

Clearly, they're not ALL that bad. In fact, many turkeys...
if you intervene quickly enough...can be transformed into
some of your best patients. Here in Part 2 I'll reveal
my 3-step process you can use to handle the turkeys in YOUR
practice.

-->Step 1 - Give them the benefit of the doubt...BEND a little.
Okay, I'm not that much of a Nazi with our protocols. There is
a time when it's good practice to be flexible with a challenging
patient, and the ONLY time to do so is at the START of the
relationship.

As long as we don't violate our principles, we actually do go
quite far to please every patient in the beginning...even if
it means bending a policy a little to meet them in the MIDDLE.
However, we do gently explain our protocols, and that we're
making an exception at this time. The implied message is that
next time we expect them to reciprocate by fitting into OUR
systems.

Many times "dental turkeys" act the way they do because of
prior negative dental experiences. I want to give ALL patients
the OPPORTUNITY to become a great patient...and many of them
do if given that chance. Being generous with courtesy is
the best front-end strategy.

-->Step 2- The next time...HOLD YOUR GROUND with CALM CONFIDENCE!
Only a turkey will try a second time to overcome your systems
and policies to get what they want. If their requests are
unreasonable, don't give in. Use my favorite verbal skill
for this situation instead:

"I wish I could do that for you, but what I can offer is..."

That's our way of saying NO! Again, only the true turkeys
will try to continuously buck your system. If you hold your
ground, the better patients will comply, while most of the
turkeys will "self select" themselves OUT of your practice.

Many times the right thing is NOT done because the team FEARS
that the doctor will be angry at them for "losing" a patient.
If you articulate to your team that you're OK with losing a
TURKEY patient (you MUST be clear to define that), then they'll
feel more confident in letting them go by sticking to their guns!

-->Step 3- FIRE the stubborn turkeys! Eliminate them EARLY!
Dan Kennedy refers to "time and energy vampires" as those who
continuously try to SUCK everything they can from you. His
solution: "Drive a STAKE through their heart"! Similar here.

You don't have to endure the headaches that turkeys generate.
You can't afford to let the turkeys in your practice dominate
your attention and energy. Given the chance they'll do just
that. So cut it off at the pass...get rid of your turkeys.

NOTE: You know I'm not an attorney, so I'm not giving official
legal advice. Confirm your state laws regarding patient
dismissal, and abide fully by those laws. Once clear, cut the
cord.

There you have it. I hope this helps you in dealing with
your most difficult, unreasonable patients. Once, given
the chance to be good patients, they PROVE to you that they
won't, then they don't deserve to be a part of your practice.

Remember, "Turkeys are for EATING, not for TREATING"!

All my best,
Chris

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