Ever Since YOU Did Those Fillings..

How's it going...well I hope!

This message is about communications, and the fact that
it's ALL about HOW you say something.

I'm absolutely ANAL about languaging and verbal skills. And
it's my contention that you should be too. Way too often
I hear people just flat out saying the WRONG thing...and
also saying it the WRONG way. The result: failure. Sale
not made...customer relationship ruined...customer lost.
And often it's so subtle it's not even noticed.

There are too many examples to count, because the proper
word choices apply in ALL situations, at ALL times. But I'll
give you a really good one here. Try to find the catastrophic
choice of words in the following statements, made hypothetically
by your very own hygienist during a recall appointment:

"Dr. Diane, John mentioned today that the fillings you
just did are sensitive to chewing and cold liquids."

Here's another, similar one:

"Dr. Diane, John said he's had some sensitivity to
chewing and cold liquids ever since you did those fillings."

AAAAAARRRRRRRRGGGGGGHHHHHH!!!!

Now, I know your hygienist isn't really out to get you. At least
I hope not. In fact, either of the two statements are said
innocently, with no malicious intentions.

However, BOTH statements can have a DEVASTATING effect on you and your patients! Their confidence in you can be destroyed by a poor choice of words.

What's wrong with the above statements? Both place BLAME
for the patient's sensitivity squarely on YOUR shoulders!
Phrases like "the _______ you just did" and "ever since you
did _______" insinuate that you did it TO the patient. Subtle
inferences like this raise doubt in patients' minds, causing
many to wonder if YOU may do the same thing TO them again!
Ya think they'll be eager to schedule the next quadrant?

So what do you have your hygienist say instead? How about this:

"Dr. Diane, John mentioned that he's having sensitivity
to chewing and cold liquids where his newer fillings are."

See the difference? The focus isn't on what you did, but on
WHERE the fillings are! Please don't underestimate the
significance of this. Yes, you did the fillings. But the
revised version above is much less accusatory in nature.

Also, you'll be able to troubleshoot the situation without
the patient wondering if you're going to DO something else
TO them that may hurt again. The cause of pain could be
something else!

It's always best to give your patients the expectation of at
least some sensitivity...maybe pain...after treatment, while
you are completing their treatment. That way they won't be
surprised if they feel something later.

But when patients return to report their discomfort, be very
careful with how your team transmits that information to you!

All my best,
Chris

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