The Dentalpreneur Podcast w/ Dr. Mark Costes 2231: How Small Cues Shape Patient Experiences in Dentistry Pt. 2
Apr 23, 2025
Explore the fascinating psychology of patient communication and how empathy can transform dental experiences. Learn why listening to patients’ past grievances is crucial for building trust and rapport. Discover the 'Oregon vs. Oregon Trail' concept, focusing on the outcome rather than the process. Uncover the significance of conviction in treatment proposals and strategies to tackle financial concerns. Delve into communication pitfalls like interrupters and conversational narcissists, ensuring you engage genuinely and meaningfully.
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Use Empathy Over Criticism
- When patients share negative past experiences, respond with empathy rather than criticizing colleagues.
- Never throw a colleague under the bus; focus on making the patient feel heard and understood.
Sell Oregon, Not Oregon Trail
- Sell patients on the beautiful outcome, not the painful process of treatment.
- Focus on the end destination's benefits, avoiding detailed talk about difficulties of treatment steps.
Build Conviction for Case Acceptance
- Ensure your team member presenting treatment has conviction and no financial hangups.
- Build moral belief that getting patients to say yes is a moral obligation, not just desire.