Why Dental Teams Fail.
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- Phillip Lambert
- 5 years ago
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1 Why Dental Teams Fail. Steven J. Anderson Steven J. Anderson: Steven J. Anderson is the founder and president of the Total Patient Service Institute ( that specializes in implementing the highest level of patient service, communication and management skills in dental practices. Over the last twenty years he has spoken at every major dental meeting in North America, Australia and the United Kingdom, conducted hundreds of seminars, worked with thousands of Steven J. Anderson cont: dental practices to increase their productivity through patient communication, written over 100 articles for dental industry publications, authored 5 books, and produced dozens of audio and video learning programs. In 1995, he co-founded the Crown Council ( an international association of leading dentists and dental teams. Through the Crown Council, he co-founded the Smiles for Life Foundation ( which has raised over $30 million dollars in the last dozen years for children s charities worldwide. He has been named the Dental Businessman of the Year by Excellence in Dentistry. Steven J. Anderson
2 Natural Laws Result Tactic / Action Strategy / Plan Value / Belief Natural Law / Truth The Law of Emotion: We buy with and justify with. The Law of Attributes: Things take on the most powerful attributes of the other things around them. Steven J. Anderson
3 We are an. Symptoms: Rejectionism SICK and TIRED of being sick and tired. Feeling guilty for the patient s condition apologizing. Fear of being shot as the messenger. Symptoms: Use of limiting language. Supervised Neglect Don t talk about it if it is not covered. Talking patients out of treatment. Feeling burned out. Steven J. Anderson
4 Symptoms: No leadership. Letting patients run the office. Playing the blame game. What s your number? Morning Meeting Agenda: 1 st Item What s the? Steven J. Anderson
5 The Law of Systems: of Success is % in the System. W. Edwards Deming The signature of mediocrity is not an unwillingness to change. The signature of mediocrity is chronic inconsistency. Jim Collins, How The Mighty Fall Be interested, not interesting!, don t tell. Steven J. Anderson
6 ! Just say! Law of Motivation: Steven J. Anderson
7 Law of Motivation: Patients are motivated by what motivates them, not by what motivates you. Everyone is motivated by something.! Law of Objections: Objections aren t rejection. They are a sign of serious consideration. That s way too much money! Steven J. Anderson
8 Is this going to hurt? Let me think about it and I ll let you know. Law of the Herd: More people will do what they perceive that most people are doing! Steven J. Anderson
9 Law of the Herd: Scheduling an exam instead of JUST a cleaning. Here s how we got started with (referral source), how we get started with ALL of our new patients, and how we would like to get started with you The Law of Compensation: Give people more of what they want and you ll never worry about what you receive in return. Steven J. Anderson
10 A concession on your part leads to commitment on their part. Always Get Permission to Proceed to comprehensive care. Law of Compensation Permission to Proceed Could I share with you what I would consider to be the ideal treatment for your mouth? You, of course, are the final decision maker since it is your mouth and your health. Does that make sense? The Law of Importance: Patients will put as much importance and urgency on their treatment as you do. Steven J. Anderson
11 3 Degrees of Urgency I am concerned I m not comfortable with I don t believe it is healthy / safe to Recommend: I highly recommend Go forward: Would you see if Tuesday is still available Steven J. Anderson
12 Summary U - Urgency R - Recommend G - Go forward Your Sock Drawer The Law of Entropy: Matter, over time, gravitates to its most disorganized state. Steven J. Anderson
13 Patient Commitment 2 most powerful words for patient commitment and compliance: Finishing the presentation: For more information: Steven J. Anderson: Info@StevenJAnderson.com Total Patient Service Institute: Answers@TotalPatientService.com Crown Council: Success@CrownCouncil.com Steven J. Anderson
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