Sometimes, patients come in with concerns that go deeper than a stubborn bit of popcorn. They might grumble about a specific treatment, express hesitation about a procedure, or simply seem withdrawn. But before you jump to conclusions about what’s bothering them, consider that the problem might lie deeper.
The core issue might be hiding beneath layers, like a tear-inducing onion! The key is to peel back these layers one question, one conversation at a time:
Ask Open-Ended Questions. Ask questions that prompt patients to elaborate on their concerns. Listen to the words they use for clues about how to approach problems.
Suspend Judgement. Listen attentively without interrupting. Let them know their feelings are valid and create a safe space for open communication.
Become a Partner. You're not there to dictate solutions; you're there to guide them towards understanding the root cause. Together, you can identify the core issue.
Remember: reaching a resolution requires a shared understanding of the problem. Once you peel back the layers and uncover the true source of their concerns, you can work together toward a solution.
By helping patients peel their own onions, you'll not only address their immediate concerns; you’ll build stronger, more trusting relationships—and that’s a recipe for a practice filled with happy, healthy smiles.
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.
