A great first impression provides many benefits, including higher case acceptance, increased patient retention, more referrals, and happier patients. But as the saying goes, you only get one chance to make it.
Most people don’t have a formula for creating a great first impression, and it’s often the case that staff members, who are generally nice and pleasant, are more focused on their jobs than creating a great first impression. But if it can add a boost to your practice, making a great first impression should become a top priority.
Give a genuine compliment to every person that you meet. Take the time to stop and give a compliment that lets the patient know that they are important. As I have often heard, “Everybody wants to be important, and everybody is their own No. 1 fan.” Take advantage of every opportunity to focus on patients and make them feel special.
Don’t do all the talking. Remember to get patients to talk about themselves. Talking with patients about what’s going on with them creates an opportunity to build great first impressions and build fantastic relationships. The more you can get another person talking about themselves, the better they like you. Asking questions is a simple way to prompt people to talk about themselves.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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