During the recovery from COVID-19, the margin for error will be significantly lower. As a result, practices must now view scripting as mandatory. Scripting is not part of the job; it is the job. With scripting, the practice will turn around faster and recover deeper. Without it, the practice will have a slower bounce back from the effects of the COVID-19 crisis.
Help patients with compassionate scripting. Compassionate scripting is built around creating a framework in all scripts to demonstrate empathy and compassion.
Don't forget to acknowledge the situation. Helping patients through this crisis doesn't mean that you should pretend it's not happening. Acknowledge the situation by saying, "Mrs. Jones, this has certainly been a challenging time for so many people. As always, your health and safety are our top concern." This shows patients that you care and are there for them.
Dr. Roger P. Levin is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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