Some people will say, “I love surprises!” You know who does NOT love surprises? Your patients!
Imagine this: you go in to get your oil changed. You know exactly how much an oil change costs, and that’s what you expect to pay. When they hand you the bill, you’re surprised to see all these extra charges—a fixed headlight, fresh wiper blades, maybe even a new battery. You didn’t ask for all that. You just wanted an oil change!
This is how patients can feel after a procedure. They go in for a cleaning, and on their way out, they get charged for all these extra things. Not the kind of surprise people want!
The solution is simple: communication. When you notice a problem, tell the patient right away. Explain what you found, then ask if you can fix it. Go over the procedure beforehand so patients aren’t surprised when they see the bill. You’ll earn their trust and make them want to come back!
Some things just shouldn’t be a surprise. If you can relate to the oil change conundrum, you’ll definitely want to share this quick funny video with your team members. You’re in for a good laugh!
And be sure to check out this fantastic article about why communication is so critical to the success of your practice.
Kirk Behrendt is a renowned consultant and speaker in the dental industry, known for his expertise in helping dentists create better practices and better lives. With over 30 years of experience in the field, Kirk has dedicated his professional life to optimizing the best systems and practices in dentistry. Kirk has been a featured speaker at every major dental meeting in the United States. His company, ACT Dental, has consistently been ranked as one of the top dental consultants in Dentistry Today's annual rankings for the past 10 years. In addition, ACT Dental was named one of the fastest-growing companies in the United States by Inc Magazine, appearing on their Inc 5000 list. Kirk's motivational skills are widely recognized in the dental industry. Dr. Peter Dawson of The Dawson Academy has referred to Kirk as "THE best motivator I have ever heard." Kirk has also assembled a trusted team of advisor experts who work with dentists to customize individual solutions that meet their unique needs. When he's not motivating dentists and their teams, Kirk enjoys coaching his children's sports teams and spending time with his amazing wife, Sarah, and their four children, Kinzie, Lily, Zoe, and Bo.
