Dos and don'ts for practice communication: It takes a team to build a practice

Highly successful practices achieve exceptional performance by communicating effectively with patients. Strong verbal skills must be exhibited from each team member, not just the doctor. All team members must be skilled in educating and motivating patients to seek good oral health.

Say "yes" to patients. Patients love to hear the word "yes." They love cooperation and convenience. Remember that patients really don't want to come to a dental practice and spend their money there. The least we can do is give them as many yeses as we can. Therefore, find ways to answer questions with yes. For example:

• Yes, we can see you on Tuesday.
• Yes, we will find an appointment for you.
• Yes, we can do a crown.

Don't use negative words such as "can't" and "won't." "Can't" and "won't" are extremely dangerous words that cause many people to become unhappy. The first reaction for patients who hears the words "can't" or "won't" is that you are simply unwilling to cooperate. Always talk about what you can or will do for the patient. Avoid saying, "We can't see you in the afternoon" or "We won't be able to see you at that time." You might say, "We can see you in the morning" or "We will be able to see you at two. Does that work for you?"