From Champagne to Bourbon: A Five-Star Approach to Fostering Patient Trust
Picture this: The sun is shining brightly, casting a warm glow over a sparkling pool with a swim-up bar where the music is playing softly in the background. Imagine one of your enthusiastic patients lounging poolside, savoring their Malibu Bay Breeze cocktail.
It’s easy to see why they might have a favorite team member in your office who brings similar joy and relaxation to their visits. This team member, much like the Malibu, is effortlessly delightful and always up for a chat about their latest shopping finds. They embody the kind of positive energy that makes every patient feel comfortable and carefree.
So, ask yourself — Is my office as diverse and well-stocked as a full-service bar at a luxurious resort?
Reflecting on my experiences, I remember some of my practice’s less-than-charming patients, who would occasionally place themselves in my office for a chat after their appointment. Our conversations ranged from venting about an annoying neighbor to sharing the latest details about their atrocious son-in-law.
Initially, my team was surprised that I welcomed these “interruptions” with open arms, especially since these patients often had a rougher edge to them. However, I soon realized that these patients were bold, direct, and perhaps even a bit intimidating – traits that made me think of a classic Bourbon on the rocks.
Their willingness to share their personal lives was a testament to the trust and rapport we had built.
Are You Connecting?
This made me ponder: if I hadn’t been a part of the practice to engage with these patients, would they still feel connected to our practice? The answer, I believe, is that they might not.
Every patient, even those who are difficult to understand, is seeking genuine connections at the dental practice. These relationships build trust in our team’s clinical abilities and boost case acceptance.
Patient desire for connection reinforces the idea that our team’s dynamic and diverse personalities play a crucial role in growing and maintaining a successful business.
With our variety of offerings like sophisticated wine, bubbly champagne, Malibu Bay Breeze, craft beer, gin and tonic, seltzer water, and a strong old fashion, my office is guaranteed to connect with guests, no matter their taste.
Can you determine what your patients are likely to enjoy from a fully stocked resort bar? Consider each team member at your practice and the type of patients that they attract. Take inventory of what is on your shelves and determine what is missing.
When hiring a new team member, I now approach it with a keen eye for the unique personality traits we may be missing. Do we need someone with the sophistication of a fine wine, the laid-back charm of a refreshing beer, or the vibrant energy of tequila to liven things up?
Just as a top-notch resort bar caters to every guest’s taste, your team should be equipped to meet the varied preferences of your patients.
Ensure that your office is as diverse and accommodating as a five-star resort’s full-service bar. By doing so, you can cater to each patient’s unique needs and preferences, making every visit a personalized experience that keeps them coming back.
Provide your patients with their preferred drinks and earn their ongoing commitment to your practice.
About the Author
Elizabeth Capecci, FAADOM
Elizabeth Capecci witnessed the life-changing impact of dental care as an assistant and has been dedicated to the profession ever since. As a voracious learner, she is committed to expanding her skillset to best serve her team. As Director of Member Success at BAM DPLN and owner of Full Scale Dental Solutions, she thrives in leadership.
Outside work, Elizabeth enjoys biking, baking, gardening, and reading with her husband and three kids.
